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"The pharmaceutical services at a dispensary are prescription dispensing , self medication and drug information. Patient's satisfaction is an essential factor in improving medicines sale at dispensary.The objective of survecy is to know the patient's satisfaction who get the prescription service at Kopkar dispensary. Cross sectional study is conducted by collecting data from 100 adult patients who get the prescription service at kopkar dispensary on november2003 by questioner.Respondent are selected bu the systematic random sampling.Data were analyzed by comparing between the perception of reality service and the perception of need service using corelation index.The result of this study are:(1)_ the patients have high satisfaction to the empathy and the cleaning writing room, (2) The patients have moderate satisfaction to the drug service,the cashier service,the drug information,the drug completed, the drug price, the desk in writing room,the fan and air conditioning service and (3) the patients have low satisfaction to the television service."

"The pharmaceutical services at a dispensary are prescription dispensing, selfmedication and drug information. Patient?s satisfaction is an essential factor in improving medicines sale at dispensary. The objective of survey is to know the patient's satisfaction who get the prescription service at Kopkar dispensary. Cross sectional study is conducted by collecting data from 100 adult patients who get the prescription service at Kopkar dispensary on November 2003 by questioner. Respondent are selected by the systematic random sampling. Data were analyzed by comparing between the perception of reality service and the perception of need service using correlation index. The result of this study are: (1) The patients have high satisfaction to the empathy and the cleaning waiting room, (2) The patients have moderate satisfaction to the drug service, the cashier service, the drug information, the drug completed, the drug price, the desk in waiting room, the fan and air conditioning service, and (3) the patients have low satisfaction to the television service."

"Seiring dengan semakin meningkatnya pengetahuan dan kebutuhan masyarakat khususnya dalam hal pelayanan kesehatan, yang diikuti oleh adanya tuntutan masyarakat terhadap kualitas pelayanan kesehatan yang Iebih balk, maka institusi pelayanan kesehatan dituntut untuk selalu merespon perubahan yang terjadi. Kebijakan Pemerintah Propinsi DKI Jakarta memberikan kesempatan kepada rumah sakit daerah menjadi unit swadana adalah sebagai upaya pemerintah daerah dalam memperhatikan pelayanan kesehatan di rumah sakit. Hal ini dimaksudkan agar rumah sakit daerah dapat dikelola secara mandiri dan profesional sesuai dengan perkembangan tuntutan masyarakat. Salah satu indikator keberhasilan rumah sakit sebagai unit swadana adalah berdasarkan tingkat kepuasan pelanggan terhadap pelayanan kesehatan yang mereka berikan. Berdasarkan hal tersebut, maka penulis akan mengadakan penelitian tentang tingkat kepuasan pelanggan yaitu masyarakat sebagai pengguna jasa layanan kesehatan terhadap pelayanan kesehatan poliklinik rawat jalan di Rumah Sakit Umum Daerah ( RSUD) Budhi Asih. Penelitian ini akan difokuskan kepada persepsi atau tanggapan pengguna jasa terhadap layanan yang diberikan dan harapan pengguna jasa terhadap layanan yang berkualitas. Untuk mengetahui tingkat kepuasan pelanggan adalah dengan Cara membandingkan antara tingkat kinerja dan harapan dari pelanggan dengan menggunakan metode Analisis Tingkat Kepentingan dan Kinerja. Sementara untuk rekomendasi tentang faktor atau atribut yang mempengaruhi kepuasan pelanggan dipetakan dalam diagram kartesius. Metode penelitian yang digunakan adalah metode survai terhadap 100 pasien poliklinik rawat jalan yang diambil secara acak dengan menggunakan teknik sampling aksidental. Tingkat kepuasan pelanggan terhadap pelayanan kesehatan di RSUD Budhi Asih ini, didasarkan pada dimensi kualitas pelayanan yang terdiri dan : reliability, responsiveness, assurance, empathy dan tangible.Berdasarkan hasil penelitian maka dapat disimpulkan bahwa Persepsi pasien terhadap tingkat pelayanan di poliklinik rawat jalan RSUD Budhi Asih sebagian besar berada pada kontinum cukup memuaskan, demikian pula berdasarkan rata-rata untuk setiap dimensi juga berada pada kontinum cukup memuaskan. Sementara dari 18 indikator yang dinilai, maka berdasarkan hasil analisis sebagaimana tergambar pada diagram kartesius berkenaan dengan faktor-faktor yang mempengaruhi kepuasan pasien, terlihat bahwa terdapat 4 faktor yang berada di kuadran A yang berarti faktor tersebut dinilai sangat penting oleh pelanggan, akan tetapi tingkat pelaksanaannya masih belum memuaskan. Dikuadran B terdapat 7 faktor, hal tersebut menggambarkan bahwa antara tingkat pelaksanaan dengan harapan pelanggan sudah sesuai. Sementara dikuadran C terdapat 5 faktor, artinya bahwa faktor-faktor tersebut dianggap kurang penting oleh pelanggan sementara tingkat kualitas pelaksanaannya dianggap biasa. Terdapat 2 faktor yang berada dikuadran D, hal ini menunjukkan bahwa faktor-faktor tersebut dianggap tidak terlalu penting oleh pelanggan sementara pelaksanaannya dilakukan dengan balk oleh rumah sakit. Hasil penelitian ini kiranya dapat dijadikan sebagai salah satu masukan bagi pihak manajemen rumah sakit dalam upaya meningkatkan kualitas pelayanan di masa yang akan datang.

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Along with the advancement of knowledge and needs of the society with particular reference to health services, followed by society's demands on better health service quality, health service institution is forced to keep responding to these changes. The policy of the Provincial Government of the Special Territory of the Capital City of Jakarta. allowing the Local General Hospitals to transform themselves to be a self-funded unit, is the manifestation of the provincial government's concern on health services in the hospital. The intention is to enable the Local General Hospitals to manage independently and professionally in congruence with the development of societies' demands. One of the success indicators of the hospital as a self-funded unit is based on the customers satisfaction towards the health services they provide. Based on this, the writer conducts a research on customers' satisfaction level as service users towards on coming-basis polyclinic health services in Budhi Asih Local General Hospital. The research will focus on the customers' perceptions or responses towards the services provided and their expectations towards quality services.

To find out the customer's satisfaction level the writer uses a method of performance and interest analysis by way of comparing between performance level and customer's expectations. As for the recommendations on factors or attributes which influence the customer's satisfaction is outlined in Cartesius diagram. The method of the research uses survey method towards a hundred on coming-basis patients of polyclinic which were randomly taken by using accidental sampling technique. The customer's satisfaction level towards health services in Budhi Asih Local General Hospital is based on service quality dimension comprising of reliability, responsiveness, assurance, emphaty and tangible. Based on the research findings it can be concluded that the patient's perceptions towards health services level in on coming-basis polyclinic of Budhi Asih Local General Hospital the majority stands in the continuum of relatively satisfactory, it is also the case for each dimension based on average. From 18 measured, based on analysis result as illustrated in Cartesius diagram in terms of factors that influences patient's satisfaction, it can been seen that there are four factors in A quadran meaning those factors is considered very important by the customers, however the implementation level remains not yet satisfactory. In B quadran there are seven factors that ilustrated between implementation level and customer's expectations already appropriate. As in C quadran there are five factors meaning that those factors are considered less important by the customers whereas the implementation quality level is considered ordinary. In B quadran there are two factors which show that those factors are considered not too important by the customers whereas the hospital has done it well. The research findings can be considered as an input for the hospital management in an effort to improve service quality in the future."

"Formularium merupakan dokumen berisi kumpulan produk obat yang digunakan sebagai standar pengobatan terhadap pasien di RSUD Budhi Asih. Tujuan dari penelitian ini adalah untuk memperoleh gambaran umum mengenai ketidaksesuaian resep terhadap formularium rumah sakit, khususnya pada pasien rawat jalan penderita Diabetes Melitus. Selain itu juga untuk mengetahui hubungan antara pengetahuan dan sikap dokter terhadap formularium RSUD Budhi Asih edisi tahun 2007, pengetahuan dan sikap pasien serta status pengobatan pasien dengan ketidaksesuaian resep. Desain penelitian ini bersifat deskriptif analitik dengan pengumpulan data secara retrospektif. Data yang diambil merupakan data primer dan data sekunder, dilakukan selama periode Januari hingga Juni 2007. Hasil penelitian menunjukkan bahwa ketidaksesuaian resep terhadap formularium rumah sakit sebesar 15,1 % dan kesesuaian resep sebesar 84,9 %. Berdasarkan hasil analisis statistik dengan uji Chi Square, dapat disimpulkan bahwa ada hubungan antara pengetahuan dokter, sikap dokter, status pengobatan pasien, pengetahuan, dan sikap pasien dengan ketidaksesuaian resep terhadap formularium rumah sakit.Formulary is a document which contains of the products that used as a standard medication for patient in RSUD Budhi Asih. This study has been done in order to get a general description of the inappropriate of prescriptions with the Hospital Formulary, especially Diabetes Melitus out patient. Moreover, to find out the correlation between the knowledge and doctors attitude about the Budhi Asih Hospital Formulary year 2007 ed, knowledge and patient attitude and status medication of patient with inappropriate of prescription. The method of this study was analytical descriptive with the collecting data by retrospective, primary and secondary data from January until June 2007. The result showed that 15,1 % prescription was inappropriate and 84,9 % prescription was appropriate to the Hospital Formulary. Based on the statistical analysis by chi square test method, it could be concluded that there was a significant correlation between knowledge and attitude of the doctors, the status of patient, knowledge and attitude of patient with inappropriate prescription to the hospital formulary."

"Balanced scorecard : alat evaluasi kinerja komprehensif dengan 4 perspektif. Penelitian ini merupakan penelitian kuantitatif. Hasil pene1itian periode tahun 2007-2009: 1) Kinerja perspektif pelanggan: rata-rata tingkat kepuasan pelanggan pada reliability sebesar 71,6%, responsiveness sebesar 74.7%, assurance sebesar 76 %, empathy sebesar 71 .5%, Tangibility sebesar 73.2%; retensi pelanggan mengalami tren peningkatan; akuisisi pelanggan mengalami tren penurunan (2009); 2) Kinerja perspektif keuangan: Tingkat pertumbuhan pendapatan mengalami tren peningkatan; Pengeluaran biaya mengalami tren peningkatan, realisasi dan anggaran pendapatan mengalami tren penurunan, realisasi dan anggaran pengeluaran tercapai lebih dari l00%, rasio keuangan masih dibawah nilai ideal yang ditetapkan Depkes; 3) Kinerja perspektif proses bisnis internal: rawat inap: BOR 2007 (71,3%), 2008 (67,7%), (hingga September 2009:53,3%); AvLOS (hari) 2007 (4,1), 2008 (4), 2009 (4,4); BTO 2007 (54,6), 2008 (54,7), 2009 (44,8); TOI 2007 (1,9), 2008 (2,2), 2009 (1,4); NDR dan GDR dibawah angka toleransi Depkes; Jumlah kunjungan rawat jalan terjadi penurunan (2009) 4) Kinerja perspektif pembelajaran dan pertumbuhan: rata- rata komitmen karyawan sebesar 79,7%, kapabilitas karyawan sebesar 74,5%, kepuasan karyawan sebesar 59,5%, kapabilitas sistem informasi sebesar 68,5%; akses pelatihan dan pendidikan jumlahnya sangat kecil, hanya 3,47% (2009). Saran : adanya program pendidikan berkelanjutan bagi karyawan, dilakukan survey kepuasan karyawan, mengadakan survey kepuasan pelanggan, mengembangkan jenis pelayanan.

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Balanced scorecard: a comprehensive performance evaluation tool with four perspectives. This research is quantitative. Results of the study period 2007-2009: 1) The performance of the customer perspective: the average customer satisfaction level of 71.6% on reliability, responsiveness of 74.7%, 76% assurance, Empathy for 71.5%, amounting to 73.2% tangibility; customer retention experienced a trend of increasing; acquisition of customers experiencing the downward trend (2009); 2) The performance of the financial perspective: The rate experienced a trend of increasing revenue growth; expenditures experienced a trend of increasing costs, actual and budget revenues experienced a trend decline, the actual and budget expenditures reached more than 100%, financial ratios are still below the ideal value determined MOH; 3) The performance of internal business process perspective: hospitalization: BOR 2007 (71.3%), 2008 (67.7%), (until September 2009:53,3%); AvLOS (day) 2007 (4.1), 2008 (4), 2009 (4.4); BTO in 2007 (54.6), 2008 (54.7), 2009 (44.8); Toi 2007 (1.9 ), 2008 (2.2), 2009 (1.4); NDR and GDR under MOH figures tolerance; number of outpatient visits decreased (2009) 4) The performance of learning and growth perspective: the average employee commitments amounted to 79.7 %, the capabilities of employees amounted to 74.5%, 59.5% employee satisfaction, infomation system capabilities of 68.5%; access to training and education of very small amount, only 3.47% (2009).

Suggestion: There should be continuing education programs for employees, employee satisfaction survey, customer satisfaction survey, develop the kind of service."

"ABSTRAKSurat Keterangan Tidak Mampu (SKTM) adalah suatu Jaminan Pemeliharaan Kesehatan yang diberikan kepada keluarga miskin dan kurang mampu melalui pendekatan Jaminan Pemeliharaan Kesehatan Masyarakat (JKPM). Pada kesempatan ini penulis melakukan penelitian mengenai gambaran pelayanan pasien SKTM di RSUD Budhi Asih. Adapun penelitian ini dilaksanakan pada periode Bulan Februari sampai dengan Bulan April 2011. Penelitian ini menggunakan metode deskriptif dengan pendekatan kualitatif melalui pengamatan langsung pada proses pelayanan pasien SKTM, telaah dokumen dan wawancara dengan petugas terkait.Berdasarkan hasil penelitian didapatkan bahwa RSUD Budhi Asih memiliki Unit khusus yaitu Unit Pihak Ketiga yang bertugas mengurus administrasi pasien SKTM. Mekanisme pelayanan pasien maupun persyaratan yang dibutuhkan sesuai dengan prosedur yang ditetapkan rumah sakit yang mengacu pada Petunjuk Pelaksanaan dan Petunjuk Teknis Jaminan Pemeliharaan Kesehatan Keluarga Miskin dan Bencana di Provinsi DKI Jakarta yang ditetapkan oleh Dinas Kesehatan Provinsi DKI Jakarta. Mengenai pendanaan, pihak RSUD Budhi Asih tidak menyiapkan dana khusus karena semua pembiayaan dijamin oleh Pemerintah DKI Jakarta dengan menggunakan sistem cost sharing.

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ABSTRACTCertificate of Disadvantaged is a health care insurance provided to the poor and underprivileged families through public health care insurance (JKPM–Jaminan Pemeliharaan Kesehatan Masyarakat). On this thesis, the author conducted research about the description of patient care services with certificate of disadvantages at Budhi Asih general hospital. The research was conducted in the period February to April 2011. This research used descriptive method with qualitative approach through direct observation of patient care processes with certificate of disadvantaged, document review, and interviews with relevant officers.Based on the results, obtained that Budhi Asih general hospital has a special unit which is the unit from third parties in charge of taking cares the administration of patients with certificate of disadvantaged. Mechanism of patient care and the necessary requirements in accordance with procedures established by the hospital that refers to the implementation guidelines and technical instructions poor family health care insurance and planning in the province of DKI Jakarta, established by DKI Jakarta provincial health office. Regarding about the funding, Budhi Asih general hospital are not set up a special fund because all the financing is guaranteed by the government of DKI Jakarta by using cost-sharing system."

"Instalasi Farmasi merupakan salah satu terminal pelayanan kesehatan, jalur perbekalan farmasi yang berhadapan langsung dengan masyarakat, dan merupakan bagian dari revenue centre. Latar belakang penelitian ini adalah proporsi kunjungan instalasi farmasi dengan resep obat yang rendah, yaitu kurang dari 50%, serta keluhan pasien akan pelayanan instalasi farmasi. Penelitian ini dilakukan untuk mengetahui lebih rinci tingkat kepuasan pasien rawat jalan terhadap pelayanan instalasi farmasi dikaitkan dengan minat pasien menebus kembali resep obat di instalasi farmasi RSUD Budhi Asih. Penelitian ini bersifat deskriptif analitik dengan pendekatan kuantitatif, desain penelitian ini adalah survey cross sectional. Pengumpulan data dilakukan melalui kuesioner kepada 100 orang responden. Analisis data dilakukan dengan analisis univariat yaitu membandingkan skor harapan dan kenyataan, kemudian diaplikasikan kedalam diagram kartesius, analisis bivariat dengan chi kuadrat, dan analisis multivariat dengan regresi logistic. Hasil penelitian menunjukkan bahwa ada hubungan antara tingkat kepuasan dengan minat kembali menebus resep obat di instalasi farmasi RSUD Budhi Asih. Responden yang menyatakan puas sebanyak 15% responden, sedangkan responden yang menyatakan tidak puas akan pelayanan instalasi farmasi ada sebanyak 85% responden. Frekuensi responden yang berminat menebus kembali resep obat sebanyak 37% responden, sedangkan responden yang tidak berminat sebanyak 63% responden. Variabel yang dominan mempengaruhi minat menebus kembali resep obat yaitu usia, dan dimensi reliability.

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Pharmacy is one of terminal health care, pharmaceutical supply lines dealing directly with the community, and is part of a revenue center. The background of this study is the proportion of visits with prescription drug pharmacy low, at less than 50%, and complaints of patients will service pharmacy. This study aimed to find out more detailed level of patient satisfaction of outpatient pharmacy services related to the interests of patients redemption pharmacy prescription drugs at Budhi Asih Hospital.

This study is descriptive and analytical with a quantitative approach, this study design was cross sectional survey. Data collected through questionnaires to 100 respondents. Data analysis was performed by univariate analysis that compared the scores of hope and reality, then applied into Cartesian diagrams, bivariate analysis using chi square, and multivariate analysis with logistic regression.

Results showed that there was a correlation between satisfaction with the interest to re-purchase a prescription drug in the pharmacy department Budhi Asih Hospital. Respondents who said they were satisfied as much as 15% of respondents, while respondents who expressed dissatisfaction pharmacy service will be there as much as 85% respondents. Frequency of respondents who are interested to re-purchase prescription drugs as many as 37% of respondents, while respondents who are not interested as much as 63% respondents. Dominant variables that influence the intention to re-purchase prescription drugs are the age, and the dimension of reliability."