Main Article Content

Abstract

Patient satisfaction and trust are the main focus in the context of health care. Patient satisfaction is influenced by medication service factors, handling patient complaints and listening to patient needs. Important to develop and test a patient-centered care model as a tool to monitor, measure, analyze, and increase patient satisfaction and trust among people with non-communicable diseases in Public Health Center service setting. This study attempts to ascertain the effect of care on patient satisfaction and trust in pharmacy staff at the Magelang City Public Health Center. Cross-sectional quantitative research is used in this field. 212 people participated as the sample. Non-probability sampling using a purposive sample strategy was used as the sampling technique in this investigation. Structural Equation Modeling-Partial Least Square (SEM-PLS) is used for hypothesis testing. According to the study's findings, patient satisfaction is positively impacted by pharmacy staffs’ participative behavior and interpersonal communication (p< 0.05). Interpersonal communication and pharmacy staff participation do not affect the trust in pharmacy staff (p> 0.05). Patient satisfaction plays a moderating role in the association between pharmacy staff participation and trust in pharmacy staff (p< 0.05). Likewise, the association between interpersonal communication and trust in pharmacy staff is mediated by patient satisfaction (p< 0.05).

Keywords

Patient Centered Care Non-Communicable Diseases Public Health Center Satisfaction Trust

Article Details

References

  1. Abdullah, Sjattar, E. L., & Kadir, A. R. (2017). Faktor penyebab terjadinya penurunan jumlah kunjungan peserta program pengelolaan penyakit kronis (PROLANIS) di Puskesmas Minasa Upa Kota Makasar. Jurnal Ilmiah Kesehatan Diagnosis, 11(4), 382–387. http://ejournal.stikesnh.ac.id/index.php/jikd/article/view/241
  2. Adil, A., Syamsun, M., & Najib, M. (2016). Pengaruh kualitas pelayanan dan biaya terhadap kepuasan dan loyalitas pasien RSUD Kota Bogor. Jurnal Aplikasi Manajemen, 14(3), 432–441. https://doi.org/10.18202/jam23026332
  3. Athiyah, U., Rahem, A., & Setiawan, C. D. (2019). The influence of participation of the social security agency ( BPJS ) health on therapeutic success in hypertension patients at community health centers. Research J. Pharm. and Tech, 12(1), 93–98. https://doi.org/10.5958/0974-360X.2019.00018.0
  4. BPJS. (2015). PROLANIS (Program Pengelolaan Penyakit Kronis). Bpjs-Kesehatan.Go.Id. https://bpjs-kesehatan.go.id/bpjs/dmdocuments/06-PROLANIS.pdf
  5. Castaldo, S., Grosso, M., Mallarini, E., & Rindone, M. (2016). The missing path to gain customers loyalty in pharmacy retail : The role of the store in developing satisfaction and trust. Research in Social and Administrative Pharmacy, 12(5), 699–712. https://doi.org/10.1016/j.sapharm.2015.10.001
  6. Das, S., Xavier, B., & Begum, F. (2015). Effectiveness of communication board on the communication pattern and level of satisfaction among mechanically ventilated patients. Int. J. Nur. Edu. and Research, 3(1), 40–44. https://ijneronline.com/AbstractView.aspx?PID=2015-3-1-9
  7. Gidman, W., Ward, P., & Mcgregor, L. (2012). Understanding public trust in services provided by community pharmacists relative to those provided by general practitioners : a qualitative study. BMJ, 2(3), 1–11. https://doi.org/10.1136/bmjopen-2012-000939
  8. Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New Challenges to International Marketing (Advances in International Marketing, Vol. 20) (Vol. 20). Emerald Group Publishing Limited. https://doi.org/10.1108/S1474-7979(2009)0000020014
  9. Hudon, C., Fortin, M., Haggerty, J. L., Lambert, M., & Poitras, M.-E. (2011). Measuring patients ’ perceptions of tools for family medicine catherine. The Annals of Family Medicine, 9(2), 155–164. https://doi.org/10.1370/afm.1226
  10. Islahudin, F., & Hasan, S. Z. (2019). Medication Adherence and Satisfaction among Patients in Malaysia. Research J. Pharm. and Tech, 12(3), 1051–1054. https://doi.org/10.5958/0974-360X.2019.00173.2
  11. Kemenkes RI. (2016). Profil kesehatan indonesia. Kemenkes RI.
  12. Kemenkes RI. (2018). Hasil utama RISKESDAS 2018. Kementrian Kesehatan RI.
  13. Kurniasih, D. A. A., Subarnas, A., & Djuhaeni, H. (2015). Peran kepuasan mutu layanan farmasi dalam peningkatan loyalitas pasien di Rumah Sakit Al Islam dan Santo Yusup Kota Bandung. Jurnal Farmasi Klinik Indonesia, 4(3), 206–217. https://doi.org/10.15416/ijcp.2015.4.3.206
  14. Layqah, L. A., Alakeel, Y. S., & Shamou, Z. (2018). The practice of counseling in pharmacy : patients ’ perspectives. International Journal of Hospital Pharmacy, 8(3), 170–176. https://doi.org/10.15406/japlr.2018.07.00269
  15. Mayefis, D., Halim, A., & Rahim, R. (2017). Pengaruh kualitas pelayanan informasi obat terhadap kepuasan pasien apotek X Kota Padang. Jurnal Ilmu Kefarmasian Indonesia, 13(2), 201–204. http://jifi.farmasi.univpancasila.ac.id/index.php/jifi/article/view/86
  16. Meilita, R. N., Nasution, Y. N., & Hayati, M. N. (2016). Structural equation modelling dengan pendekatan partial least square. Prosiding Seminar Sains Dan Teknologi FMIPA Unmul, 1(1), 41–45.
  17. Otogara, M., Babaei, M., Abzadeh, Z. A., Shabanpoor, M., Havasian, M. R., Rad, H., Eskandarloo, T., & Shayan, A. (2017). The effect of communication skills training for medical personnel on patients ’ satisfaction. Research J. Pharm. and Tech, 10(11), 3951–3956. https://doi.org/10.5958/0974-360X.2017.00717.X
  18. Panfilova, H., Nemchenko, A., Korzh, I., Zaytz, Y., Bogdan, N., Tsurikova, O., & Simonian, L. (2019). Scientific measurement of the current role of pharmacist in the paradigm of pharmaceutical care development. Research J. Pharm. and Tech, 12(2), 817–826. https://doi.org/10.5958/0974-360X.2019.00142.2
  19. Pribadi, P., Kristina, S. A., Syahlani, S. P., & Satibi. (2019). The empirical test of pharmacist-patient relationship model in hospital pharmacy practice : Indonesia context. Research J. Pharm. and Tech, 12(10), 4623–4627. https://doi.org/10.5958/0974-360X.2019.00795.9
  20. Putri, D. R. (2017). Pengaruh kualitas pelayanan kefarmasian terhadap kepuasan. Indonesian Journal for Health Sciences (IJHS), 1(1), 23–29. https://doi.org/10.24269/ijhs.v1i1.381
  21. Rakhmawati, T., Sumaedi, S., Mahatma, I. G., Bakti, Y., & Astrini, N. J. (2013). Developing a service quality measurement model of public health center in indonesia. Management Science and Engineering, 7(2), 1–15. https://doi.org/10.3968/j.mse.1913035X20130702.1718
  22. Ratnasari, D. (2017). Analisis pelaksanaan sistem rujukan berjenjang bagi peserta JKN di Puskesmas X Kota Surabaya. Jurnal Akuntansi Dan Keuangan Indonesia, 5(2), 145–154. https://doi.org/10.20473/jaki.v5i2.2017.145-154
  23. Rehin, K. R., & Raveendran, P. T. (2014). Role of empathy in ensuring patient satisfaction at government hospitals in kerala : an investigation. Asian J. Management 5(1):, 3(1), 1–5. https://ajmjournal.com/AbstractView.aspx?PID=2014-5-1-8
  24. Riskiyah, Hariyanti, T., & Juhariah, S. (2017). Pengalaman pasien rawat inap terhadap penerapan patient centered care di RS UMM. Jurnal Kedokteran Brawijaya, 29(4), 358–363. https://doi.org/10.21776/ub.jkb.2017.029.04.13
  25. Rosa, E. M. (2018). Patient centered care di rumah sakit konsep dan implementasi. LP3M.
  26. Rosdiana, A. I., Raharjo, B. B., & Indarjo, S. (2017). Implementasi program pengelolaan penyakit kronis (PROLANIS). Higeia Journal Of Public Health Research And Development, 1(3), 140–150. https://journal.unnes.ac.id/sju/index.php/higeia/article/view/14617
  27. Sari, J. R. D., Wulan, R. R., & Mei, R. (2016). Pengaruh komunikasi interpersonal custumer care terhadap kepuasan pasien rumah sakit orthopaedi Purwokerto. E-Proceeding of Management, 3(2), 2400–2408. https://openlibrarypublications.telkomuniversity.ac.id/index.php/management/article/view/2358
  28. Stewart, M., Brown, J. B., Donner, A., McWhinney, I. R., Oates, J., Weston, W. W., & Jordan, J. (2000). The impact of patient-centered care on outcomes. Journal of Family Practice, 49(9), 796–804. https://pubmed.ncbi.nlm.nih.gov/11032203/
  29. Umudy, M. A. (2016). Pengaruh komunikasi interpersonal tenaga kesehatan terhadap kepuasan pasien dengan kepercayaan sebagai variabel intervening. Jurnal Ilmu Manajemen, 4(1), 109–116. https://jurnalmahasiswa.unesa.ac.id/index.php/jim/article/view/17453
  30. Wang, D., Liu, C., Zhang, Z., Ye, L., Zhang, X., & Al, E. (2018). Testing a healthcare provider – patient communicative relationship quality model of pharmaceutical care in hospitals. International Journal of Clinical Pharmacy, 40(3), 617–626. https://doi.org/10.1007/s11096-018-0618-8
  31. Weningtyas, E., & Ni, M. (2012). Pengaruh komunikasi interpersonal dan kualitas pelayanan terhadap kepuasan konsumen. Psikologika, 17(1), 17–26. https://doi.org/10.20885/psikologika.vol17.iss1.art2
  32. Wididana, B. S. K. (2016). Analisis pengaruh kualitas pelayanan terhadap kepuasan dan kepercayaan pasien rumah sakit umum shanti graha buleleng. Jagaditha: Jurnal Ekonomi & Bisnis, 3(1), 78–93. https://doi.org/10.22225/jj.3.1.125.78-93
  33. Wijayanti, E. P., Pristianty, L., & Faturrohmah, A. (2020). Oral antidiabetic drug consumption adherence in primary health care through PRECEDE method. Research J. Pharm. and Tech, 13(2), 8–11. https://doi.org/10.5958/0974-360X.2020.00102.X
  34. Worley, M. M. (2006). Testing a pharmacist-patient relationship quality model among older persons with diabetes. Research in Social and Administrative Pharmacy, 2(1), 1–21. https://doi.org/10.1016/j.sapharm.2005.12.006
  35. Yas, I. W., & Mohammed, S. H. (2017). Improving nurses knowledge regarding to therapeutic communication by implementing an educational program in al rashad psychiatric teaching hospital at baghdad city. Research Journal of Pharmacy and Technology, 10(7), 2088–2090. https://doi.org/10.5958/0974-360X.2017.00364.X
  36. Yasodha, P. (2011). Assessment of patient satisfaction on nursing services at obstetrical and gynaecological unit of selected hospital, coimbatore. Asian Journal of Nursing Education and Research, 1(1), 03–05. https://ajner.com/AbstractView.aspx?PID=2011-1-1-2