Analysis of Waiting Time for Pharmaceutical Services Cempaka Putih Hospital

Ferti Dwi Ekasari, Adang Bachtiar


Faculty of Public Health, Universitas Indonesia



Background: With the increasing public awareness of the importance of the health of the services and excellent health services become indispensable by the community to meet the demand for health especially pharmaceutical services in support of optimal health system. In order to give satisfaction to the patient, the pharmacy service be­comes one of the factors that affect the realization of the objectives of the policy ma­king. The quality of services as a measure of how good a given level of serviceable to match the expectations of patients. Quality of services is an advantage that is perceived by the consumer services of the comparison between what cus­tomers want with what is acc­ep­t­able to the consumer after the purchase of services. This study ai­med to analyze of waiting time for pharmaceutical services Cempaka Putih Hospital.

Subjects and Method: This was a quasi experiment before and after with no con­­­­trol design conducted at Cempaka Putih Hospital on 1 August 2017 to 30 September 2017. A sam­­ple of se­veral patients in the queue at the pharmacy was selected by sys­tem­atic random sam­­pling. The de­pendent variable was waiting time. The inde­pen­dent variable was effort to im­prove phar­ma­ceu­tical service quality, including improved service flow, centralize pharmacies, ar­range phar­macy, create programs between cashiers and pharmacy, make etiquette with pro­grams, and so­cialize doctors about writing well and cor­rect recipes. The data were collected by questionnaire and tested by by t-test.

Results: The average of waiting time for pharmaceutical services was faster after inter­ven­tion (12 minutes) than before (24 minutes) and it was statistically significant.

Conclusion: Effort to improve pharmaceutical service quality has successfully dec­rea­sed wai­ting time for pharmaceutical service less than 30 minutes of Minimum Service Standards.

Keywords : waiting time, pharmaceutical services, minimum Service Standards.

Correspondence: Ferti Dwi Ekasari. Faculty of Public Health, Universitas Indonesia.

Email: Mobile: +6281510303716.


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