Evaluating Clinical Pharmacy Services Relationship with the Level of
Patient Satisfaction at Community Health Center in Tangerang
Regency, Indonesia
Dini Permata Sari and Lia Devita
Faculty of Pharmacy, Universitas 17 Augustus 1945 Jakarta, Jakarta 14350, Indonesia
Keywords: Pharmaceutical Services, Patient Satisfaction, Health Center.
Abstract: Pharmaceutical care is an integrated activity aimed at identifying, preventing and resolving drug problems
and
health-related problems. This study aims to determine the conformity of the implementation of clinical
pharmacy services to patients at community health centre in Tangerang Regency, Indonesia with pharmaceutical
service standards and to determine the relationship between clinical pharmacy services and patient satisfaction at
health centre, Tangerang Regency. Methods This research is a non-experimental research with a descriptive research
design with a prospective approach. The data collection technique was a survey method using a questionnaire with
a sample of 360 respondents. Results Obtained from the study by measuring clinical pharmacy services and patient
satisfaction. In this study, the correlation test used was the Chi-Square test, obtained a significance value in the
results p=034 (p <0.05), which indicates that between clinical pharmacy services and the level of patient satisfaction
shows a significant relationship. The conclusion of this study, there is a significant relationship between clinical
pharmacy services and the level of patient satisfaction with the most dominant factors related to clinical pharmacy
services lies in the dimensions of reviewing prescriptions, drug delivery and providing drug information. While the
most dominant factor on patient satisfaction lies in the dimensions of direct evidence (tangibles).
1 INTRODUCTION
Pharmaceutical care is an integrated set of activities
aimed at identifying, preventing and solving drug and
health problems. The demands of patients and society
and the improvement of the quality of pharmaceutical
care require an expansion of the old paradigm, which
is product-oriented (drug-oriented), to a new
paradigm, which is patient-oriented with a philosophy
of pharmaceutical care (K. Mohiuddin, 2019).
Pharmaceutical service standards at community
health centres, based on the Minister of Health's
regulation, include management standards for
pharmaceutical supplies, medical devices and
medical consumables, as well as clinical pharmacy
service standards. The implementation of standard
pharmaceutical care at community health centres
must be supported by the availability of
pharmaceutical resources that are oriented towards
patient safety (Melton & Lai, 2017).
The intended pharmaceutical resources include
human resources and infrastructure. The quality of
pharmaceutical care in the community health centre
is ensured, an evaluation of the quality of
pharmaceutical care must be carried out, so that all
aspects of the implementation of pharmaceutical care
can run in accordance with the objectives of
pharmaceutical care in the community health centre,
namely improving the quality of pharmaceutical
services, ensuring safety. The law for energy
pharmacy, protecting patients and the public from
irrational use of drugs in the context of patient safety
(El Hajj et al., 2016).
Satisfactory or high quality service will encourage
patient or client loyalty, as customer satisfaction and
word-of-mouth advertising are closely linked.
Satisfactory service will also attract new customers.
The formation of an extended mass image will
continue as a consequence. This is the result of
intense competition. Therefore, every healthcare
institution will try to present itself in the best image
to its patients (Lui et al., 2017).
The level of visitors at the Community Health
Centre in Tangerang Regency based on the
researchers' initial survey was an average of 60
patients per day with 2 staff in the pharmacy
department. This data is the basis for conducting
research at the community health centre in Tangerang
Regency because with a large number of visitors and
limited staff, there is concern that they will not be able
Sari, D. and Devita, L.
Evaluating Clinical Pharmacy Services Relationship with the Level of Patient Satisfaction at Community Health Center in Tangerang Regency, Indonesia.
DOI: 10.5220/0012584800003821
Paper published under CC license (CC BY-NC-ND 4.0)
In Proceedings of the 4th International Seminar and Call for Paper (ISCP UTA ’45 JAKARTA 2023), pages 149-155
ISBN: 978-989-758-691-0; ISSN: 2828-853X
Proceedings Copyright © 2024 by SCITEPRESS – Science and Technology Publications, Lda.
149

to serve consistently according to pharmaceutical
service standards so that all patients receive
satisfactory service. Since pharmaceutical services
must be provided based on the applicable
pharmaceutical service guidelines, it is therefore
necessary to conduct research to evaluate the
relationship between clinical pharmacy services and
the level of patient satisfaction in order to measure the
success of pharmaceutical services at Mekar Baru
Community Health Centre. Performance that meets
standards will provide satisfaction to both staff and
patients and will always improve the quality of
service.
2 METHODS
This research is a non-experimental study with a
descriptive research design and a prospective
approach. The data collection technique is a survey
method using questionnaires that will later be
distributed directly to patients at a community health
centre in Tangerang Regency. The research was
conducted from September to December 2022. The
sample in this study was all patients who used health
services at a community health centre in Tangerang
Regency. The sample used in the research was the
entire population, which was obtained using a
convenience sampling technique based on inclusion
and exclusion criteria.
Inclusion criteria:
a. Patients who are willing to become
respondents
b. The patient must be at least 15 years old
c. Patients within the Puskesmas area in
Tangerang Regency.
Exclusion criteria:
a. Patients who experience decreased
consciousness
b. Patients who cannot communicate
c. Illiterate patient.
3 RESULTS AND DISCUSSION
The study was exempted from full ethical review by
Universitas 17 Agustus 1945 Jakarta: No.
51/KEPKUTA45JKT/EC/EXP/08/2022. Based on
the demographics of the patient satisfaction survey
respondents, there were 360 respondents based on the
inclusion and exclusion criteria.
Table 1: Demographic data of respondents.
Variable N=360 Percentage
Age (year)
17 - 25
26 - 35
36 - 45
46 - 55
56 - 65
> 65
90
89
100
55
21
5
25%
25%
28%
15%
6%
1%
Sex
Men
Female
255
105
71%
29%
Job
Civil servant
Entrepreneur
Housewife
Student
Farmers
Others
15
51
83
12
122
77
4%
14%
23%
3%
34%
21%
Education
Elementry school
Junior high school
Senior high school
Bachelor degree
154
39
129
10
43%
11%
36%
2%
Based on the data in Table 1, the majority were
aged 36-45 years, the gender was mostly female, 225
respondents, the occupation was mostly farming, 122
respondents, and the education was mostly primary
school, 154 respondents.
The results of the patient satisfaction
questionnaire: In questionnaire number 2, it is related
to direct evidence (tangibles) The place of drug
delivery is comfortable for providing information.
Tangibles are physical facilities, equipment, staff
working and installed materials that support services
at the Community Health Centre, Tangerang
Regency. The service and appearance that patients
will receive are described in this dimension (Atif et
al., 2020).
Based on the results of Table 2, the results
obtained from the respondents' assessments were that
the majority were very satisfied, so it can be
concluded that patients were satisfied with the
comfortable drug delivery place for providing drug
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Table 2: The result patient satisfaction.
No subject of assessment Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Tangibles
1. The drug delivery place is
convenient for providing
information
193
(53.6%)
167
(46.4%)
0
(0.0%)
0
(0.0%)
2. The waiting room is clean,
comfortable and neat
169
(
46.9%
)
182
(
50.6
)
9
(
2.5%
)
0
(
0.0%
)
Reliability
3 Pharmacy staff are able to answer
p
atient questions
154
(42.8%)
194
(53.9%)
12
(3.3%)
0
(0.0%)
4 Pharmacy staff are able to provide
information re
g
ardin
g
dru
g
dosa
g
e
132
(
36.7%
)
210
(
58.3%
)
15
(
4.2%
)
3
(
0.8%
)
5. Pharmacy staff are able to provide
information regarding how to use
medication
130
(36.2%)
202
(56.3%)
21
(5.8%)
6
(1.7%)
6. Pharmacy staff are able to provide
information on dru
g
contents
122
(
33.9%
)
208
(
57.8%
)
26
(
7.2%
)
4
(
1.1%
)
7. Pharmacy staff are able to provide
information regarding drug side
effects
117
(32.5%)
211
(58.6%)
28
(7.8%)
4
(1.1%)
8. Pharmacy staff are able to provide
information regarding how to store
medicines
122
(33.9%)
210
(58.3%)
22
(6.1%)
6
(1.7%)
9. The provision of services by the
pharmacy is based on the patient's
serial numbe
r
126
(35.0%)
205
(56.9%)
24
(6.7%)
5
(1.4%)
C. Responsivenes
10. The service provided by pharmacy
staff is fast (< 30 minutes for ready-
made medicines and < 60 minutes
for mixed medicines
)
165
(45.8%)
168
(46.7%)
24
(6.7%)
3
(0.8%)
11. Pharmacy staff are able to respond
to patient complaints
147
(40.8%)
181
(50.3%)
28
(7.8%)
4
(1.1%)
D. Assurance
12. Pharmacy staff always
communicate well with
p
atients
112
(
31.1%
)
205
(
56.9%
)
39
(
10.8%
)
4
(
1.1%
)
13. Pharmacy staff are always polite
and friendly when serving patients
144
(40.0%)
189
(52.5%)
24
(6.7%)
3
(0.8%)
14. Pharmacy staff always look
attractive and pay attention to
ethics when working
129
(35.8%)
203
(56.4%)
27
(7.5%)
1
(0.3%)
15. Pharmacy staff use language that is
easy to understan
d
150
(41.7%)
189
(52.5%)
18
(5.0%)
3
(0.8%)
16. Pharmacy staff provide medicines
in tightly closed and clean
conditions
138
(38.3%)
204
(56.7%)
14
(3.9%)
4
(1.1%)
17. The writing on the medication use
label is legible and easy to
understan
d
157
(43.6%)
184
(51.1%)
16
(4.4%)
3
(0.8%)
Empathy
18. Pharmacy staff provide
encouragement and hope regarding
the patient's recovery
153
(42.5%)
181
(50.3%)
24
(6.7%)
2
(0.6%)
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151

information at the Community Health Center,
Tangerang Regency. Tangible dimensions provided
by the health centre to patients such as physical
facilities, equipment, friendliness of staff. The higher
the value of physical appearance felt by the patient,
the higher the level of patient satisfaction (Saad
Andaleeb, 2001). Questionnaire number 2 refers to
direct evidence (tangibles) The waiting room is clean,
comfortable and tidy. Tangibles are the physical
facilities, equipment, working staff and installed
materials that support the services at the community
health centre. The service and appearance that
patients receive are described in this dimension (Han
et al., 2018).
Patients or visitors pay attention to the facilities
and infrastructure of the Community Health Centre,
Tangerang Regency for their comfort. Based on the
results of Table 2, it was found that the majority of
respondents were satisfied. However, out of the total
respondents, there were 9 respondents (2.5%) who
chose not to be satisfied because according to the
respondents, the waiting room was not clean. Several
studies have shown and confirmed that physical
services have an influence on service quality (Ko et
al., 2009).
In question 3 on the reliability of questions 3, 4, 5,
6, 7, 8 and 9 in Table 2, the majority of respondents
were satisfied. For question number 3, there were 12
respondents (3.3%) who replied that they were
dissatisfied because, according to the respondents,
there were not enough pharmacists or pharmacy staff
available to answer patients' questions. For question
number 4, there were 15 respondents (4.2%) who
replied that they were dissatisfied because, according
to the respondents, there was a lack of pharmacists or
pharmacy staff to provide information on the dosage
of medicines. For question number 5, there were 21
respondents (5.8%) who were dissatisfied and 6
respondents (1.7%) who were very dissatisfied
because, according to the respondents, there was a
lack of pharmacists or pharmacy staff to provide
information on the use of medicines. For question
number 6, 26 respondents (7.2%) were dissatisfied
and 4 respondents (1.1%) were very dissatisfied
because, according to the respondents, there was a
lack of pharmacists or pharmacy staff to provide
information on the contents of medicines. For
question number 7, 28 respondents (7.8%) were
dissatisfied and 4 respondents (1.1%) were very
dissatisfied because, according to the respondents,
there was a lack of pharmacists or pharmacy staff to
provide information on the side effects of medicines.
For question number 8, there were 22 respondents
(6.1%) who answered dissatisfied and 6 respondents
(1.7%) who answered very dissatisfied because,
according to the respondents, there was a lack of
pharmacists or pharmacy staff to provide information
on how to store medicines. For question 9, 24
respondents (6.7%) were dissatisfied and 5
respondents (1.4%) were very dissatisfied because,
according to the respondents, there was a lack of
pharmacists or pharmacy staff to provide services
based on patient serial numbers. Questionnaire
number 10 relates to responsiveness: "The service
provided by pharmacy staff is fast (< 30 minutes for
ready made medicines and < 60 minutes for
compounded medicines). Waiting time is the time
spent by patients to receive outpatient and inpatient
services from registration to entering the doctor's
examination room (Xie & Or, 2017).
Waiting times are set by the Ministry of Health
through minimum service standards. Waiting time is
a sensitive issue. In one community health centre in
Tangerang Regency, there is a danger that the quality
of health services will deteriorate, because while
patients are waiting, the waiting room is cramped.
The chairs provided are not enough for the number of
patients who come, the queue during registration is
long due to the large number of patients visiting,
during the examination the patient has to wait in the
poly, and the patient has to wait again because after
submitting the drug prescription, the pharmacy
officer has to check the prescription in advance and
provide medication based on applicable laws and
regulations, resulting in long waiting times. Waiting
times for medicines also have a significant impact on
patient satisfaction, as inefficient waiting times can
lead to patient dissatisfaction with health services
(Panagioti et al., 2018).
Based on the results of Table 1, it was found that
the majority of respondents were satisfied, so it can
be concluded that patients are satisfied with the
waiting time for services at the community health
centre, speed of service is significantly related to
patient satisfaction for users of community health
centre services. However, of all respondents, 24
(6.7%) were still dissatisfied and 3 (0.8%) were very
dissatisfied. This dissatisfaction was caused by the
respondent having to wait a little longer to be called
and to be given the medicine by the pharmacy staff,
which made the respondent feel uncomfortable.
Questionnaire number 11 refers to
responsiveness: Pharmacy staff are able to respond to
patient complaints. Responsiveness is the ability of
service providers to help patients and encourage them
to use these services. Based on the results of Table 1,
it was found that the majority of respondents were
satisfied, so it can be concluded that patients were
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satisfied with the pharmacy staff who were able to
respond to patient complaints at Mekar Baru
Community Health Centre. However, out of the total
respondents, there were 28 respondents (7.8%) who
were still dissatisfied and 4 (1.1%) who were very
dissatisfied because according to the respondents,
there is a lack of pharmacists or pharmacy officers to
receive responses to patient complaints. In
questionnaire number 12 on assurance, pharmacists
always introduce themselves when communicating
with patients. That the quality of service provided to
other people must always be monitored so that good
quality service can be created (Mutiarasari &
Puspasari Kiay Demak, n.d.).
Based on the results of Table 1, it was found that
the majority of respondents were satisfied, so it can
be concluded that patients are satisfied with pharmacy
staff who always introduce themselves when
communicating with patients. However, out of all
respondents, there were 39 respondents (10.8%) who
were still dissatisfied and 4 (1.1%) who were very
dissatisfied; according to the respondents, there is a
lack of pharmacists or pharmacy staff who introduce
themselves when communicating with patients.
In questionnaire number 13 on assurance,
pharmacy staff are always polite and friendly when
serving patients. The quality of service provided to
others should always be monitored so that a good
quality service can be created (Kruk et al., 2018).
Based on the results of Table 1, it was found that the
majority of respondents were satisfied, so it can be
concluded that patients are satisfied with pharmacy
staff who are always polite and friendly when serving
patients. However, out of all the respondents, there
were 39 respondents (10.8%) who were still
dissatisfied and 4 respondents (1.1%) who were very
dissatisfied. This was because, according to the
respondents, there is a lack of pharmacists or
pharmacy staff who are polite and friendly when
serving patients.
Questionnaire number 14 on assurance stated that
pharmaceutical staff always have an attractive
appearance and pay attention to ethics in their work.
The results in Table 1 show that the majority of
respondents were satisfied. It can be concluded that
patients are satisfied with pharmacy staff who always
look attractive and pay attention to ethics in their
work. However, out of all the respondents, there were
27 respondents (7.5%) who were still dissatisfied and
1 (.3%) who were very dissatisfied. This is because,
according to the respondents, there is a lack of
pharmacists or pharmacy staff who always look
attractive and are ethical in their work.
In questionnaire number 15 on assurance,
pharmacists use language that is easy to understand.
The quality of service provided to others must always
be monitored. Based on the results of Table 1, it was
found that the majority of respondents were satisfied,
so it can be concluded that patients are satisfied with
pharmacy staff who always use language that is easy
for patients to understand. However, of all the
respondents, there were 18 respondents (5.0%) who
were still dissatisfied and 3 (.8%) who were very
dissatisfied. This is because, according to the
respondents, there is a lack of pharmacists or
pharmacy staff who use language that is easy to
understand when communicating with patients.
Questionnaire number 16 refers to safety:
Pharmaceutical staff provide medicines in tightly
closed and clean conditions. The quality of the service
provided to others should always be monitored in
order to create a good quality service (Meesala &
Paul, 2018). Based on the results in Table 1, it can be
concluded that patients are satisfied with pharmacy
staff who provide medicines in tightly closed and
clean conditions, as the majority of respondents were
satisfied. However, there were 14 respondents (3.9%)
who were still dissatisfied and 4 (1.1%) who were
very dissatisfied. This is because, according to the
respondents, there were medicines that were handed
out by pharmacy staff or pharmacists in conditions
that were not tightly closed and clean.
Questionnaire number 17 related to assurance:
The writing on the medicine leaflet is legible and easy
to understand. Based on the results in Table 1, it was
found that the majority of respondents were satisfied,
so it can be concluded that patients were satisfied with
the pharmacy staff who wrote legible and easy to
understand medication use labels. However, of all the
respondents, there were 16 (4.4%) who were still
dissatisfied and 3 (.8%) who were very dissatisfied.
This is because, according to the respondents, there is
a lack of pharmacists or pharmacy staff who write
legible and easy to understand medication use labels.
In the questionnaire, number 18 related to concern
(empathy). Pharmacy staff provide encouragement
and hope for the patient's recovery. Empathy is the
ability to build rapport easily, to communicate
effectively, and to be attentive to the needs of each
patient (Sanders et al., 2021). Research conducted at
the RSPP Home Health Care shows that the variables
that have a significant impact on consumer
satisfaction are tangibles and assurance (Agustina &
Handayani, 2023).
Evaluating Clinical Pharmacy Services Relationship with the Level of Patient Satisfaction at Community Health Center in Tangerang
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153

Table 3: Test Correlation Service Pharmacy Clinic
relatonship with Satisfaction Patient.
Satisfaction
p
atient level
Pharmacy clinic
service
p 0,03
n360
Based on the correlation test in Table 3, the p-value is
0.03. The calculation results in the Chi-square test
showed a p-value <0.05, then there is a significant
correlation between the quality of clinical pharmacy
services and patient satisfaction. The better the
pharmaceutical service provided by the pharmacy
staff, the more patient satisfaction will increase.
However, patient satisfaction can also be influenced
by the facilities provided, such as a comfortable
waiting room, sufficient chairs and adequate
pharmacy staff (Asamrew et al, 2020).
4 CONCLUSIONS
The study results the respondent's assessment on the
Tangibles dimension of pharmaceutical careat the
Community Health Centre, Tangerang Regency, the
patient is very satisfied. In the respondent's
assessment on the reliability dimension of
pharmaceutical care is satisfied. satisfied, in the
respondent's assessment on the assurance dimension
of pharmaceutical care is satisfied. In the respondent's
assessment of the Emphasis dimension of
pharmaceutical care at the Community Health Centre,
Tangerang Regency, the patient is satisfied. From the
respondent's assessment of the pharmaceutical
service facility, it can be concluded that the patient is
satisfied.
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