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Abstrak :
ABSTRAK
Di Rumah Sakit Awal Bros Batam selama bulan Oktober 2015 sampai bulan September 2016 ditemukan ada kejadian penundaan resep pasien yang berdampak pada kualitas pelayanan rumah sakit dan terjadi back order yang berdampak pada keuangan rumah sakit. Penulis ingin meneliti permasalahan yang terjadi untuk melakukan perbaikan dalam hal pengendalian persediaan farmasi di rumah Sakit Awal Bros Batam untuk meningkatkan efisiensi, efektivitas pelayanan dan meningkatkan mutu pelayanan rumah sakit.

Peneltian ini merupakan penelitian riset operasional untuk menyusun model pengendalian persediaan farmasi. Model pertama, dalam penelitian ini akan dilakukan analisis ABC pemakaian, analisi ABC investasi, dan ABC Indeks kritis, untuk mengetahui persediaan farmasi yang menjadi kelompok A, B dan C. Selanjutnya akan dihitung EOQ dan ROP, serta efisiensi TIC. Dilakukan wawancara mendalam dengan informan. Model kedua, metode Periodic Review System, Order up to level, didalam penelitian ini juga melakukan analisis 10 persediaan tertinggi berdasarkan ABC Investasi dan ABC pemakaian melalui penilaian average inventory, ITOR dan PNP pada rumah sakit Awal Bros Batam selama periode 12 bulan. Pada metode kedua ini diharapkan dapat menghindari terjadinya kelebihan stok farmasi dengan investasi tinggi yang dapat mempengaruhi cash flow rumah sakit.

Pengendalian persediaan farmasi di Rumah Sakit Awal Bros Batam masih belum dilakukan dengan optimal, meskipun setiap bulan telah dilakukan analisa ABC Investasi dan menerapkan metode maksimal dan minimal stok yang sederhana. Penelitian ini, menghasilkan rekomendasi kebijakan untuk Rumah Sakit Awal Bros Batam untuk dapat membantu pihak managemen dalam melakukan perbaikan pengendalian persediaan farmasi dan mengatasi permasalahan stock out di farmasi.

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ABSTRACT
Prescription delays at Pharmacy Department services Awal Bros Batam Hospital during the month of October 2015 until September 2016 influences the impact on the quality of hospital services and going on back order ending with financial problems to Awal Bros Batam hospitals. The author wants to identify problems that occur for improving efficiency and effectiveness of services pharmacy inventory control at Awal Bros Batam Hospital and overall improving the quality of hospital services.

This study is an operational research study to develop a pharmaceutical inventory control models. The first model, in this study will be made use of ABC analysis, investment analysis ABC, and ABC critical index, to determine pharmaceutical supplies into groups A, B and C. Furthermore, will be calculated EOQ and ROP, as well as the efficiency of TIC. Conducted in-depth interviews with informants. The second model, the method Periodic Review System, Order up to the level, in this study also conducted an analysis 10 largest inventory investment by ABC and ABC average user through the assessment of inventory, ITOR and PNP on Awal Bros Batam hospital over a period of 12 months. In the second method is expected to avoid overstocking pharmaceuticals with high investments that may affect the cash flow of the hospital.

Pharmacy inventory control at Awal Bros Batam Hospital has not performed optimally, although every month have made the ABC analysis Investments and apply maximum and minimum stock method is simple. This research, produce policy recommendations for the Awal Bros Batam Hospital to help the management to improve ppharmacy inventory control and solve the problems in the pharmaceutical stock out.

Abstrak :
Tesis ini membahas pembuatan formularium Rumah Sakit Dharma Yadnya, oleh karena walaupun Panitia Farmasi dan Terapi ada dan dibentuk Maret 2011, namun tampaknya formularium belum berjalan, karena baru 60 % dokter yang menuliskan resep sesuai dengan formularium dan ada 7,5 % resep yang tidak terlayani terutama dari unit rawat jalan, kemudian kebijakan dan prosedur mengenai formularium belum ada, usulan dokter adalah tanpa persetujuan Ketua Staf Medik Fungsional, yang menunjukkan peran Panitia Farmasi Terapi masih lemah. Penelitian ini adalah penelitian kualitatif, mempergunakan tehnik wawancara mendalam, observasi dan telaah dokumen.Hasil penelitian menyarankan yaitu: diperlukan keterlibatan Direksi agarsistem pengendalian manajemen terhadap formularium bisa berjalan dengan menyempurnakan struktur organisasi Panitia Farmasi Terapi melalui koordinasi multidisiplin dan unit yang terlibat penggunaan obat, memperjelas fungsi dan tugasnya,membuatkan standar kompetensinya, terutama peran sekretaris,memberikan pelatihan jangka pendek untuk memperpendek gap kompetensinya, dan menetapkan kebijakan tertulis mengenai pengorganisasian Panitia Farmasi dan Terapi; diperlukan keterlibatan Direksi dalam membuat kebijakan prosedur tertulis formularium; diperlukan keterlibatan Direksi dan Panitia Farmasi Terapi sebagai ujung tombak dalam berhubungan dengan pihak luar; dan diperlukan keterlibatan dokter yang berperan sebagai perwakilan staf medis dalam Panitia Farmasi dan Terapi dalam perumusan daftar obat formularium.

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Abstract
This thesis discusses the making of Dharma Yadnya Hospital formularies, because although the Pharmacy and Therapeutics Committee was established there in March 2011, but it seems the formulary has not run, because only 60 % doctors who write prescriptions in accordance with the formulary, and there is 7,5 % of prescriptions that are not served primarily from the outpatient unit, the policies and procedures regarding the formulary does not exist, doctor?s proposal without the consent of the Chief of Medical Staff, which shows the role of Pharmacy and Therapeutic Committee is still weak. The study is a qualitative study,using the technique of in-depth interview, observation and document review. The result suggest that:management control systemsshould run on the formulary,by improving the organizational structure trough a multidisciplinary and units coordination, clarifyits functions and duties, have to set standards of competence, particularly the role of secretary, a short term training necessary to shorten the gap competence, and also by establishing a written policy regarding the organization of the Pharmacy and Therapeutics Committee; required the involvement of Board of Directors in making formulary policies and procedures written; required the involvement of Board of Directors and Pharmacy and Therapeutics Committee as a vanguard in dealing with outsiders; and required the involvement of doctors who act as representatives of the medical staff in the Pharmacy and Therapeutics Committee, in the formulation of drug formulary list.

Abstrak :
Waktu tunggu pasien di farmasi adalah masalah yang paling sering dihadapi farmasi rumah sakit. Implementasi Internet of Things (IoT) pada proses pelayanan farmasi rumah sakit diharapkan dapat membantu apoteker dan petugas farmasi untuk memberikan pelayanan yang lebih cepat dan akurat. Penelitian ini bertujuan untuk merancang perbaikan proses operasional layanan farmasi rawat jalan rumah sakit yang didukung oleh pengimplementasian IoT dengan pendekatan Rekayasa Ulang Proses Bisnis (BPR) menggunakan perangkat lunak iGrafx sehingga didapatkan perbaikan waktu proses pelayanan pada farmasi rawat jalan rumah sakit. Metode Complex Proportional Assessment (COPRAS) digunakan untuk memprioritaskan risiko dari proses saat ini yang akan diusulkan tindakan perbaikan dengan implementasi IoT. Usulan perbaikan dibagi menjadi tiga pilihan strategi dan hasil dari penelitian menunjukkan perbaikan terbesar terdapat pada model yang menerapkan kombinasi teknologi Automated Dispensing Machine dan Sistem Pendukung Keputusan Klinis dengan pengurangan total waktu proses sebesar 63% untuk proses pelayanan obat jadi dan 34% untuk proses pelayanan obat racikan pada farmasi rawat jalan rumah sakit. ......Patient waiting time in pharmacy is the most common problem faced by hospital pharmacy. Implementation of the Internet of Things (IoT) in the hospital pharmacy service process is expected to help pharmacists and pharmacists assisstants to provide services more quickly and accurately. This study aims to design operational process improvements in hospital outpatient pharmacy services supported by the implementation of IoT with the Business Process Reengineering (BPR) approach using iGrafx software to obtain the improved processing time for the hospital outpatient pharmacy services. The Complex Proportional Assessment (COPRAS) method is used to prioritize the risks of the current process for which remedial actions will be proposed by implementing IoT. The proposed improvement is divided into three strategy choices and the results of the study show the greatest improvement is in the model that applies a combination technology of Automated Dispensing Machine and Clinical Decision Support System with a total reduction in processing time of 63% for the process of patent medicine service and 34% for the process of personalized medicine service in hospital outpatient pharmacy.

Abstrak :
Pelayanan kesehatan di Puskesmas tidak lepas dari peran petugas kefarmasian yaitu apoteker dalam penyelenggaraan obat. Penyelenggaraan obat dilakukan dari proses perencanaan obat sampai obat diterima oleh pasien. Pelayanan kefarmasian bertugas dalam pengelolaan obat serta Bahan Habis Pakai (BMHP) dan pelayanan farmasi klinik. Pelayanan kefarmasian dalam pengelolaan obat serta BMHP meliputi permintaan, penerimaan, penyimpanan, pendistribusian,pengendalian, pencatatan, pelaporan, pengarsipan dan pemantauan dan evaluasi pengelolaan. Pelayanan kefarmasian klinik meliputi pengkajian resep, penyerahan obat, dan pemberian informasi obat, Pelayanan Informasi Obat (PIO), konseling, ronde/visite pasien (khusus Puskesmas rawat inap), pemantauan dan pelaporan efek samping obat, pemantauan terapi obat dan evaluasi penggunaan obat.Peran apoteker dibutuhkan keterampilan serta sikap yang dapat mendukung proses pekerjaannya. Menurut WHO (World Health Organization) keterampilan dan sikap seorang apoteker dapat ditujukan untuk fungsi yang berbeda tiap penncarian solusi. Praktek apoteker meliputi care giver, decision maker, communicator, manager, leader, life-long learner, teacher, research, dan enterpreuner. Peran apoteker yang memiliki sikap nine stars dapat memberikan pelayanan yang layak, efektif dan seaman mungkin bagi pasien. Kontribusi seorang apoteker sangat berdampak pada kualitas kesehatan pasien. ......Health services at the District health center be separated from the role of pharmacy officers, namely pharmacists in administering drugs. Drug administration is carried out from the drug planning process until the drug is received by the patient. Pharmaceutical services are responsible for managing drugs and Consumable Medical Equipment Management and clinical pharmacy services. Pharmaceutical services in managing drugs and Consumable Medical Equipment Management include requesting, receiving, storing, distributing, controlling, recording, reporting, archiving and monitoring and evaluating management. Clinical pharmacy services include reviewing prescriptions, dispensing drugs, and providing drug information, Drug Information Services, counseling, rounds/patient visits (especially inpatient Health Centers), monitoring and reporting of drug side effects, monitoring of drug therapy and evaluation of drug use. The pharmacist's role requires skills and attitudes that can support the work process. According to World Health Organization the skills and attitudes of a pharmacist can be directed to different functions for each search solution. Pharmacist practice includes care giver, decision maker, communicator, manager, leader, life-long learner, teacher, research, and entrepreneur. The role of pharmacists who have a nine-star attitude can provide services that are appropriate, effective and as safe as possible for patients. The contribution of a pharmacist greatly affects the quality of patient health.

Abstrak :
Produktivitas diukur sebagai rasio antara output dan input, dipengaruhi oleh efisiensi dan efektivitas. Rumah Sakit Universitas Indonesia (RSUI) mengukur produktivitas berdasarkan kualitas pelayanan dan pemenuhan kebutuhan pelanggan. Namun, RSUI belum memenuhi target nasional pada Indikator Nasional Mutu, terutama waktu tunggu rawat jalan yang dipengaruhi 50% oleh unit farmasi. Empat dari enam indikator kualitas di unit farmasi belum terpenuhi. Melihat target waktu tunggu obat nonracikan <30 menit selama tahun 2023 dari mutu unitnya hanya tercapai 84,36% dan waktu tunggu obat racikan <60 menit hanya tercapai 89,30%. Untuk mengatasi ini, penelitian dilakukan untuk mengimplementasikan konsep Lean Hospital untuk mengurangi pemborosan dan meningkatkan efisiensi. Rata-rata waktu tunggu obat non-racikan adalah 56,31 menit dan obat racikan 170,24 menit. Melalui pemetaan pada waste diidentifikasi: Motion, Inventory,dan Waiting. Implementasi solusi prioritas seperti sistem First In First Out, Lean 5S, penyesuaian tata letak, Two Bin System Kanban, dan inventarisasi obat yang tidak terpakai meningkatkan efisiensi siklus produksi, meningkatkan Process Cycle Efficiency menjadi 92,3% untuk obat non-racikan dan 92% untuk obat racikan. Waktu layanan menurun menjadi 17,25 menit untuk obat non-racikan dan 48,95 menit untuk obat racikan. ......Productivity is measured as the ratio between output and input, influenced by efficiency and effectiveness. The Universitas Indonesia Hospital (RSUI) measures productivity based on service quality and customer needs fulfillment. However, RSUI has not yet met the national targets for the National Quality Indicators, particularly the outpatient waiting time, which is influenced by 50% by the pharmacy unit. Four out of six quality indicators in the pharmacy unit have not been met. The target waiting time for non-compounded drugs of less than 30 minutes was only achieved 84.36% of the time in 2023, and the target waiting time for compounded drugs of less than 60 minutes was only achieved 89.30% of the time. To address this, a study was conducted to implement the Lean Hospital concept to reduce waste and increase efficiency. The average waiting time for non-compounded drugs was 56.31 minutes and for compounded drugs was 170.24 minutes. Waste mapping identified three main types of waste: Motion, Inventory, and Waiting. Implementing priority solutions such as the First In First Out system, Lean 5S, layout adjustments, Two Bin System Kanban, and unused drug inventory significantly improved production cycle efficiency, increasing Process Cycle Efficiency to 92.3% for non-compounded drugs and 92% for compounded drugs. Service times decreased to 17.25 minutes for non-compounded drugs and 48.95 minutes for compounded.

Abstrak :
Pengkajian resep merupakan salah satu bagian dari pelayanan farmasi klinik yang dilakukan apoteker mulai dari pengkajian administratif, farmasetik serta klinis sebelum diracik. Apoteker sebagai mitra kerja dokter harus memahami dan mengkaji resep yang berpotensi menimbulkan kesalahan pengobatan melalui kajian terhadap kejadian medication error sesuai yang tercantum pada Standar Pelayanan Kefarmasian. Tujuan dari pengkajian resep ini yakni untuk mengetahui kerasionalan penggunaan obat ditinjau dari indikator pola peresepan berdasarkan kelengkapan administrasi dan indikator potensi medication error resep polifarmasi di Apotek Kimia Farma 11 Bandung. Kajian ini dilakukan selama Bulan Agustus 2020 yang bertempat di Apotek Kimia Farma 11 Bandung, Jl. WR. Supratman No. 72, Bandung. Kajian dilakukan selama Bulan Agustus 2020 terhadap 50 lembar resep yang berasal dari Klinik Kimia Farma Supratman dan di luar klinik, dengan melihat kejelasan penulisan terkait obat, kelengkapan resep serta gambaran mengenai interaksi obat pada 2 resep (polifarmasi). Dari hasil pengamatan, ditemukan banyak kelengkapan penulisan resep yang rendah berupa informasi nomor izin praktek dokter/SIP (48%), usia (46%), berat badan (4%) dan alamat pasien (22%). Dari 2 kajian resep secara klinis, terdapat interaksi obat antara Clopidogrel dengan Curcumin/Piracetam (resiko pendarahan) juga dengan obat antikolesterol Simvastatin/Artovastatin (penurunan kadar Clopidogrel). ......Prescription assessment is one part of clinical pharmacy services performed by pharmacists, starting from administrative, pharmaceutical, and clinical assessments before formulation. Pharmacists as a doctor’s work partner must understand prescriptions that have the potential to cause medication errors through a review of its incidence as stated in the Pharmaceutical Service Standards. The purpose of this prescription review is to determine the rationality of drug use in terms of prescribing pattern indicators based on administrative completeness and potential indicators of polypharmacy prescription medication errors at Kimia Farma 11 Pharmacy in Bandung. This study was conducted during August 2020 at Kimia Farma 11 Bandung Pharmacy, JalanWR. Supratman No. 72, Bandung. The study was carried out during August 2020 on 50 prescription sheets originating from the Kimia Farma Supratman Clinic and outside the clinic, by looking at the clarity of writing related to drugs, completeness of prescriptions, and an overview of drug interactions on two polypharmacy prescriptions. From the observations, it was found that there were many low completeness in writing prescriptions in the form of information on the doctor’s practice license number (48%), age (46%), body weight (4%) and the patient’s address (22%). From two clinical prescription studies, there were drug interactions between Clopidogrel and Curcumin/Piracetam (risk of bleeding) as well as the anti-cholesterol drug Simvastatin/Artovastatin (decreased levels of Clopidogrel).

Abstrak :
Tujuan penelitian menganalisis perbedaan waktu tunggu pelayanan kefarmasian (yanfar) di Instalasi Farmasi Rawat Jalan Jaminan dan Tunai RSUP Persahabatan Jakarta Tahun 2015. Desain penelitian mix method. Besar sampel 150 pasien (@75 pasien di Jaminan dan Tunai). Hasil penelitian: 1. Waktu tunggu yanfar di Jaminan tidak sesuai SPM, sedangkan di Tunai sudah sesuai. 2. Ada hubungan jenis resep dengan waktu tunggu yanfar di Jaminan dan Tunai. 3. Ada hubungan jumlah item resep dengan waktu tunggu yanfar di Jaminan. 4. Ada perbedaan signifikan antara waktu tunggu yanfar di Jaminan dengan Tunai. 5. Perbedaan waktu tunggu yanfar di Jaminan dan Tunai dipengaruhi oleh SOP, SDM Kefarmasian (jumlah tenaga, beban kerja, lama kerja, dan keterampilan) dan SIM RS.

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This research aims to analyse waiting time comparasion of pharmacy service at RSUP Persahabatan Jakarta Pharmacy Installation of Guaranteed Outpatient and Cash Outpatient in 2015. This research applies mixed methods design. There are 150 patients as samples for this research (75 patients in Guaranteed and Cash). The results of the research: 1. Waiting time at pharmacy service at Cash Outpatient Pharmacy Installation is in line with SPM for Pharmacy, and it isn?t in Guaranteed Outpatient Pharmacy Installation. 2. There is correlation between types of prescription with waiting time at pharmacy service in Cash and Guaranteed Outpatient Pharmacy Installation. 3. There is correlation between amount of items in the prescriptions with waiting time at pharmacy service in Guaranteed Outpatient Pharmacy Installation. 4. There is a significant difference between waiting time at the two places. 5. Differences of waiting time in Cash and Guaranteed Outpatient influenced by SOP in Pharmacy Service, Number of Staff, Work Load, Working Hours, Skills, and Hospital Management of Information System.

Abstrak :
Instalasi Farmasi adalah salah satu unit di rumah sakit yang memberikan layanan produk dan jasa dalam bentuk pelayanan resep. Mutu pelayanan resep farmasi yang baik dikaitkan dengan kecepatan dalam memberikan pelayanan. Pada pengamatan pelayanan resep pasien rawat jalan JKN yang dilakukan selama 12 belas hari di Instalasi Farmasi di RSUD Pasar Rebo pada 211 sampel resep, ditemukan bahwa waktu tunggu pasien untuk memperoleh obat racikan 4 jam 14 menit dan non racikan 3 jam 29 menit. Dan hasil penelitian didapatkan bahwa rata-rata proses waktu pengerjaan obat non racik per resepnya yaitu 5 menit 13 detik dan obat racikan 15 menit 21 detik. Penelitian ini menganalisis faktor yang mempengaruhi waktu tunggu pelayanan resep obat pasien rawat jalan JKN di Instalasi Farmasi RSUD Pasar Rebo Berdasarkan hasil penelitian ini, keterlambatan pelayanan disebabkan kurangnya jumlah petugas, beban kerja yang tidak sesuai dengan jumlah sumber daya manusia yang ada dan belum memiliki standar waktu pelayanan, serta tata letak ruangan. Diharapkan meningkatkan komitmen dalam bekerja dengan tidak menunda atau menumpuk pekerjaan dengan memiliki standar waktu pelayanan bagi petugas farmasi dalam bekerja.

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Pharmacy is one of the units in hospitals that provide services of products and services in the form of prescription services. Quality of service good pharmacy prescriptions associated with speed in providing services. In observation of outpatient prescription services JKN conducted over 12 twelve days in Pharmacy at Pasar Rebo Hospital on 211 samples of prescription, it was found that the waiting time of patients to obtain the drug concoction of 4 hours 14 minutes and non concoction 3 hours 29 minutes. And the result showed that the average processing time process non concotion per prescription medicine that is 5 minutes 13 seconds and drug concoction of 15 minutes 21 seconds. This study analyzes the factors that influence the waiting time of service prescription outpatient JKN in Pharmacy Pasar Rebo Hospital Based on these results, delays in service due to insufficient numbers of personnel, work load that does not correspond to the amount of human resources there and not have a standard time services, as well as the layout of the room. The expected increase in the commitment to work with no delay or accumulate work with service time standards for pharmaceutical officers at work.

Abstrak :
Indikator Standar Pelayanan Minimal waktu tunggu pelayanan obat pada di depo farmasi rawat jalan RSUD Koja belum mencapai standar. Selisih terbesar antara pencapaian dengan standar terjadi pada pelayanan obat jadi pasien BPJS. Penelitian ini dilakukan untuk menganalisis waktu tunggu pelayanan obat jadi di depo farmasi rawat jalan dengan pendekatan Lean Six Sigma. Jenis penelitian ini adalah operational research dengan pendekatan kualitatif dan kuantitatif. Hasil penelitian menyatakan rata-rata waktu tunggu adalah 1 jam 21 menit 48 detik dengan kegiatan value-added sebesar 7,40% dan non- value-added sebesar 92,60%. Kategori waste terbesar ada pada kategori waiting, dan disusul oleh kategori lainnya yaitu motion, defects, overprocessing, human potential, dan inventory. Proses yang menjadi bottleneck adalah proses persiapan obat. Akar penyebab utama pada bottleneck yang dianalisis dengan fishbone adalah kategori man. Usulan perbaikan terdiri dari realisasi perhitungan beban kerja, 5S, standarisasi pekerjaan, visual management, kaizen, perbaikan sistem, counter nomor antrian obat, perluasan ruangan, serta poli cepat dan perubahan layout. Dari usulan perbaikan, didapatkan hasil future state map yang menunjukkan waktu tunggu mengalami penurunan menjadi 49 menit 8 detik dengan value-added sebesar 12,38% dan non-value-added sebesar 87,62%.

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The waiting time for medicine services in outpatient pharmacy RSUD Koja has not reached the standard. The biggest difference between achievement and standard occurs in the service of noncompounding medicine for BPJS patients. This study was conducted to analyze the waiting time of outpatient medicine services using Lean Six Sigma approach. This research is operational research with qualitative and quantitative approaches. The results of this research that the average of waiting time is 1 hour 21 minutes 48 seconds with 7.40% of value-added and 92.49% of non-value-added. The biggest waste category is waiting, followed by other categories, such as motion, defects, overprocessing, human potential, and inventory. The bottleneck of medicine service is the process of medicine preparation with the root cause of problem using fishbone diagram is man category. The suggestion for process improvements consist of realization of workload calculations, 5S, standardization of work, visual management, kaizen, software repairs, machine for queue number, room expansion, poli cepat and layout changes. Based on that suggestions, future state map results show that waiting time decreased to 49 minutes 8 seconds with 12.38% of value-added and 87.62% of non-value- added.

Abstrak :
Apotek Kimia Farma KS Tubun 282 merupakan Apotek yang berada di daerah KS Tubun, Palmerah dengan lokasi yang cukup strategis karna akses jalan cukup ramai dan dekat dengan dua rumah sakit yaitu RS Bhakti Mulia dan RS Pelni. Meskipun telah memiliki banyak pelanggan setelah beroperasi puluhan tahun, namun belakangan ini Apotek Kimia Farma KS Tubun mengalami penurunan omset yang kemungkinan besar dipengaruhi oleh penurunan jumlah dan kepuasan pelanggan. Laporan analisis ini mengukur dan mengevaluasi tingkat kualitas pelayanan di Apotek Kimia Farma KS Tubun, serta aspek apa yang perlu diperbaiki oleh Kimia Farma KS Tubun guna dapat meningkatkan kualitas pelayanan sehingga diharapkan juga dapat meningkatkan omset penjualan. ......Apotek Kimia Farma KS Tubun 282 is a pharmacy located in the KS Tubun, Palmerah area with a strategic location because the road access is quite crowded and close to two hospitals, namely Bhakti Mulia Hospital and Pelni Hospital. Even though it has had many customers after decades of operation, recently Apotek Kimia Farma KS Tubun has experienced a decline in turnover which is most likely influenced by a decrease in the number and customer satisfaction. This analysis report needs to be carried out to measure and evaluate the level of service quality at Apotek Kimia Farma KS Tubun 282, as well as what aspects need to be improved by Apotek Kimia Farma KS Tubun 282 in order to improve service quality so that it is also expected to increase sales turnover.