KUESIONER TINGKAT KEPUASAN PASIEN RAWAT JALAN PESERTA

Lampiran 1. Kuesioner Penelitian KUESIONER TINGKAT KEPUASAN PASIEN RAWAT JALAN PESERTA BPJS KESEHATAN TERHADAP PELAYANAN KEFARMASIAN DI DUA PUSKESMAS DI KOTA MEDAN PADA BULAN AGUSTUS 2015 Kuesioner ini adalah kuesioner untuk penulisan skripsi di Fakultas Farmasi (USU), oleh karena itu saya sebagai peneliti akan sangat berterima kasih jika Bapak/Ibu/Saudara/Saudari bersedia mengisi dan menjawab setiap pertanyaan dengan suka rela. Beri tanda ( ) pada pilihan yang sesuai I. IDENTITAS RESPONDEN 1. Kode ( diisi peneliti) : PA 1 2. Tanggal : 3. Nama : 4. Umur : 5. Jenis kelamin : Laki-laki Perempuan 6. Pendidikan : SD Diploma SMP SMA S1 Lain-lain 7. Pekerjaan : Mahasiswa/i Wiraswasta PNS Pegawai swasta Ibu rumah tangga Lain-lain 8. Tingkat penghasilan kepala keluarga/bulan : < Rp 1.000.000.,00 Rp.1.000.000,00 5.000.000,00 > Rp 5.000.000,00 51

Lampiran 1. (Lanjutan) 9. Sudah berapa kali anda datang ke Puskesmas ini : Baru Pertama kali 2-5 Kali Lebih dari 5 kali II. Persepsi Pasien Pilih jawaban yang anda rasa tepat dengan tanda ( ) pada kolom yang sesuai. Keterangan: TP KP CP P SP = Tidak puas = Kurang puas = Cukup puas = Puas = Sangat puas A. Kehandalan Jenis pelayanan 1. Kecepatan pelayanan obat Tingkat Kepuasan Pasien TP KP CP P SP 2. Obat tersedia dengan lengkap 3. Petugas Apotek melayani dengan ramah dan tersenyum 4. Petugas Apotek selalu siap membantu B. Ketanggapan Jenis pelayanan 1. Petugas Apotek cepat tanggap terhadap keluhan pasien Tingkat Kepuasan Pasien TP KP CP P SP 2. Petugas Apotek mampu memberikan penyelesaiaan terhadap masalah yang dihadapi pasien 3. Terjadi komunikasi yang baik antara petugas Apotek dengan pasien 4. Pasien mendapatkan informasi yang jelas dan mudah dimengerti tentang resep/obat yang ditebusnya 52

Lampiran 1. (Lanjutan) C. Keyakinan Jenis pelayanan 1. Petugas Apotek mempunyai pengetahuan dan keterampilan yang baik dalam bekerja 2. Obat yang diproleh terjamin kualitasnya Tingkat Kepuasan Pasien TP KP CP P SP 3. Obat yang diberikan sesuai dengan yang diminta D. Empati Jenis pelayanan 1. Petugas Apotek memberikan perhatiaan terhadap keluhan pasien Tingkat Kepuasan Pasien TP KP CP P SP 2. Petugas Apotek memberikan pelayanan kepada semua pasien tanpa memandang status social 3. Pasien merasa nyaman selama menunggu obat E. Bukti langsung Jenis pelayanan 1. Apotek telihat bersih dan rapi Tingkat Kepuasan Pasien TP KP CP P SP 2. Kenyamanan ruang tunggu 3. Penataan eksterior dan interior ruangan 4. Petugas apotek berpakaian bersih dan rapi Saran 1. Berikanlah saran /usulan anda atas pelayanan kefarmasian BPJS Kesehatan yang diberikan kepada anda :... Terima kasih atas kesediaan Anda mengisi daftar pertanyaan ini 53

Lampiran 2. Uji Normalitas Data Karakteristik Responden Penelitian Puskesmas Padang Bulan Medan Case Processing Summary Cases Valid Missing Total N Percent N Percent N Percent Umur 150 100.0% 0.0% 150 100.0% Jeniskelamin 150 100.0% 0.0% 150 100.0% pendidikan 150 100.0% 0.0% 150 100.0% Pekerjaan 150 100.0% 0.0% 150 100.0% Penghasilan 150 100.0% 0.0% 150 100.0% Kunjungan 150 100.0% 0.0% 150 100.0% Tests of Normality Kolmogorov-Smirnov a Shapiro-Wilk Statistic df Sig. Statistic df Sig. Umur.184 150.000.865 150.000 Jeniskelamin.443 150.000.575 150.000 pendidikan.185 150.000.926 150.000 Pekerjaan.318 150.000.813 150.000 Penghasilan.397 150.000.681 150.000 Kunjungan.314 150.000.757 150.000 a. Lilliefors Significance Correction 54

Lampiran 3. Uji Normalitas Data Karakteristik Responden Penelitian Puskesmas Polonia Medan Case Processing Summary Cases Valid Missing Total N Percent N Percent N Percent Umur 150 100.0% 0.0% 150 100.0% Jeniskelamin 150 100.0% 0.0% 150 100.0% pendidikan 150 100.0% 0.0% 150 100.0% Pekerjaan 150 100.0% 0.0% 150 100.0% Penghasilan 150 100.0% 0.0% 150 100.0% Kunjungan 150 100.0% 0.0% 150 100.0% Tests of Normality Kolmogorov-Smirnov a Shapiro-Wilk Statistic df Sig. Statistic df Sig. Umur.234 150.000.865 150.000 Jeniskelamin.399 150.000.617 150.000 pendidikan.330 150.000.803 150.000 Pekerjaan.251 150.000.845 150.000 Penghasilan.448 150.000.523 150.000 Kunjungan.507 150.000.419 150.000 a. Lilliefors Significance Correction 55

Lampiran 4. Uji Crosstab serta Uji Chi-square dan Fisher s Test Tingkat Kepuasan Pasien Rawat Jalan Peserta BPJS Kesehatan Puskesmas Padang Bulan Medan dengan Karakteristik demografi Responden A. Umur Crosstab Total puas sangatpuas Umur 18-30 Count 9 23 32 % within Umur 28.1% 71.9% 100.0% %within 31.0% 19.0% 21.3% % of Total 6.0% 15.3% 21.3% 31-40 Count 7 32 39 % within Umur 17.9% 82.1% 100.0% %within 24.1% 26.4% 26.0% % of Total 4.7% 21.3% 26.0% 41-50 Count 4 38 42 % within Umur 9.5% 90.5% 100.0% %within 13.8% 31.4% 28.0% % of Total 2.7% 25.3% 28.0% 51 tahunkeatas Count 9 28 37 % within Umur 24.3% 75.7% 100.0% %within 31.0% 23.1% 24.7% % of Total 6.0% 18.7% 24.7% Total Count 29 121 150 % within Umur 19.3% 80.7% 100.0% %within 100.0% 100.0% 100.0% % of Total 19.3% 80.7% 100.0% 56

Lampiran 4. Lanjutan Chi-Square Tests Value df Asymp.Sig. (2- sided) (1- sided) Point Probability Pearson Chi-Square 4.816 a 3.186.189 Likelihood Ratio 5.102 3.164.177 Fisher's Exact Test 4.978.172 Linear-by-Linear Association.382 b 1.536.569.301.063 N of Valid Cases 150 a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 6.19. b. The standardized statistic is.618. B. Jenis Kelamin Crosstab Total puas sangatpuas Jenis.kelamin laki-laki Count 9 36 45 % within Jenis kelamin 20.0% 80.0% 100.0% % within 31.0% 29.8% 30.0% % of Total 6.0% 24.0% 30.0% Perempuan Count 20 85 105 % withinjenis kelamin 19.0% 81.0% 100.0% % within 69.0% 70.2% 70.0% % of Total 13.3% 56.7% 70.0% Total Count 29 121 150 % within Jenis kelamin 19.3% 80.7% 100.0% % within 100.0% 100.0% 100.0% % of Total 19.3% 80.7% 100.0% 57

Lampiran 4. Lanjutan Chi-Square Tests Value df Asymp. Sig. (1-sided) Point Probability Pearson Chi-Square.018 a 1.892 1.000.528 Continuity Correction b.000 1 1.000 Likelihood Ratio.018 1.893 1.000.528 Fisher's Exact Test 1.000.528 Linear-by-Linear.018 c 1.893 1.000.528.175 Association N of Valid Cases 150 a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 8.70. b. Computed only for a 2x2 table c. The standardized statistic is.135. C. Pendidikan Crosstab puas sangatpuas Total Pendidikan SD Count 4 12 16 % within Pendidikan 25.0% 75.0% 100.0% % within 13.8% 9.9% 10.7% % of Total 2.7% 8.0% 10.7% SMP Count 4 26 30 % within Pendidikan 13.3% 86.7% 100.0% % within 13.8% 21.5% 20.0% % of Total 2.7% 17.3% 20.0% SMA Count 8 37 45 % within Pendidikan 17.8% 82.2% 100.0% % within 27.6% 30.6% 30.0% % of Total 5.3% 24.7% 30.0% Diploma Count 4 18 22 % within Pendidikan 18.2% 81.8% 100.0% % within 13.8% 14.9% 14.7% % of Total 2.7% 12.0% 14.7% SI Count 7 23 30 % within Pendidikan 23.3% 76.7% 100.0% % within 24.1% 19.0% 20.0% % of Total 4.7% 15.3% 20.0% Lain-lain Count 2 5 7 % within Pendidikan 28.6% 71.4% 100.0% % within 6.9% 4.1% 4.7% % of Total 1.3% 3.3% 4.7% Total Count 29 121 150 % within Pendidikan 19.3% 80.7% 100.0% % within 100.0% 100.0% 100.0% % of Total 19.3% 80.7% 100.0% 58

Lampiran 4. Lanjutan Chi-Square Tests Value df Asymp. Sig. (1-sided) Point Probability Pearson Chi-Square 1.801 a 5.876.886 Likelihood Ratio 1.796 5.877.885 Fisher's Exact Test 2.239.835 Linear-by-Linear.367 b 1.545.554.298.049 Association N of Valid Cases 150 a. 3 cells (25.0%) have expected count less than 5. The minimum expected count is 1.35. b. The standardized statistic is -.606. D. Pekerjaan Crosstab sangatpu Total puas as Peker Mahasiswa/i Count 0 7 7 jaan % within Pekerjaan.0% 100.0% 100.0% % within.0% 5.8% 4.7% % of Total.0% 4.7% 4.7% Wiraswasta Count 8 23 31 % within Pekerjaan 25.8% 74.2% 100.0% % within 27.6% 19.0% 20.7% % of Total 5.3% 15.3% 20.7% PNS Count 2 2 4 % within Pekerjaan 50.0% 50.0% 100.0% % within 6.9% 1.7% 2.7% % of Total 1.3% 1.3% 2.7% Pegawaiswasta Count 3 10 13 % within Pekerjaan 23.1% 76.9% 100.0% % within 10.3% 8.3% 8.7% % of Total 2.0% 6.7% 8.7% Iburumahtangga Count 12 54 66 % within Pekerjaan 18.2% 81.8% 100.0% % within 41.4% 44.6% 44.0% % of Total 8.0% 36.0% 44.0% Lain-lain Count 4 25 29 % within Pekerjaan 13.8% 86.2% 100.0% % within 13.8% 20.7% 19.3% % of Total 2.7% 16.7% 19.3% Total Count 29 121 150 % within Pekerjaan 19.3% 80.7% 100.0% % within 100.0% 100.0% 100.0% % of Total 19.3% 80.7% 100.0% 59

Lampiran 4. Lanjutan Value Chi-Square Tests Asymp. Sig. df (1- sided) Point Probability Pearson Chi-Square 5.666 a 5.340.329 Likelihood Ratio 6.457 5.264.331 Fisher's Exact Test 5.276.339 Linear-by-Linear Association.465 b 1.495.510.267.041 N of Valid Cases 150 a. 4 cells (33.3%) have expected count less than 5. The minimum expected count is.77. b. The standardized statistic is.682. E. Penghasilan Crosstab Total puas sangatpuas penghasilan <Rp 1.000.000.,00 Count 2 10 12 Rp.1.000.000,00 5.000.000,00 % within penghasilan 16.7% 83.3% 100.0% % within 6.9% 8.3% 8.0% % of Total 1.3% 6.7% 8.0% Count 19 91 110 % within penghasilan 17.3% 82.7% 100.0% % within 65.5% 75.2% 73.3% % of Total 12.7% 60.7% 73.3% >Rp 5.000.000,00 Count 8 20 28 % within penghasilan 28.6% 71.4% 100.0% % within 27.6% 16.5% 18.7% % of Total 5.3% 13.3% 18.7% Total Count 29 121 150 % within penghasilan 19.3% 80.7% 100.0% % within 100.0% 100.0% 100.0% % of Total 19.3% 80.7% 100.0% Chi-Square Tests Value df Asymp. Sig. (1-sided) Point Probability Pearson Chi-Square 1.886 a 2.389.382 Likelihood Ratio 1.749 2.417.447 Fisher's Exact Test 1.926.382 Linear-by-Linear Association 1.405 b 1.236.306.162.080 N of Valid Cases 150 a. 1 cells (16.7%) have expected count less than 5. The minimum expected count is 2.32. b. The standardized statistic is -1.185. 60

Lampiran 4. Lanjutan F. Kunjungan Crosstab Total puas sangatpuas kunjungan BaruPertama kali Count 4 19 23 % within kunjungan 17.4% 82.6% 100.0% % within 13.8% 15.7% 15.3% % of Total 2.7% 12.7% 15.3% 2-5 Kali Count 11 41 52 % within kunjungan 21.2% 78.8% 100.0% % within 37.9% 33.9% 34.7% % of Total 7.3% 27.3% 34.7% Lebihdari 5 kali Count 14 61 75 % within kunjungan 18.7% 81.3% 100.0% % within 48.3% 50.4% 50.0% % of Total 9.3% 40.7% 50.0% Total Count 29 121 150 % within kunjungan 19.3% 80.7% 100.0% % within 100.0% 100.0% 100.0% % of Total 19.3% 80.7% 100.0% Chi-Square Tests Value df Asymp. Sig. (1-sided) Point Probability Pearson Chi-Square.188 a 2.911.923 Likelihood Ratio.187 2.911.923 Fisher's Exact Test.210.960 Linear-by-Linear Association.000 b 1.988 1.000.545.112 N of Valid Cases 150 a. 1 cells (16.7%) have expected count less than 5. The minimum expected count is 4.45. b. The standardized statistic is.015. 61

Lampiran 5. Uji Crosstab serta Uji Chi-square dan Fisher s Test Tingkat Kepuasan Pasien Rawat Jalan Peserta BPJS Kesehatan Puskesmas Polonia Medan dengan Karakteristik demografi Responden A. Umur Crosstab Total puas sangatpuas Umur 18-30 Count 24 1 25 % within Umur 96.0% 4.0% 100.0% % within 20.5% 3.0% 16.7% % of Total 16.0%.7% 16.7% 31-40 Count 25 8 33 % within Umur 75.8% 24.2% 100.0% % within 21.4% 24.2% 22.0% % of Total 16.7% 5.3% 22.0% 41-50 Count 43 13 56 51 tahun keatas % within Umur 76.8% 23.2% 100.0% % within 36.8% 39.4% 37.3% % of Total 28.7% 8.7% 37.3% Count 25 11 36 % within Umur 69.4% 30.6% 100.0% % within 21.4% 33.3% 24.0% % of Total 16.7% 7.3% 24.0% Total Count 117 33 150 % within Umur 78.0% 22.0% 100.0% % within 100.0% 100.0% 100.0% % of Total 78.0% 22.0% 100.0% Value df Asymp. Sig. (2- sided) (1-sided) Point Probability Pearson Chi-Square 6.401 a 3.094.091 Likelihood Ratio 8.117 3.044.049 Fisher's Exact Test 7.149.065 Linear-by-Linear 4.825 b 1.028.032.017.007 Association N of Valid Cases 150 a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 5.50. b. The standardized statistic is 2.197. 62

Lampiran 5. Lanjutan B. Jenis Kelamin Crosstab Total puas sangatpuas Jenis.kelamin laki-laki Count 49 9 58 % within Jenis.kelamin 84.5% 15.5% 100.0% % within 41.9% 27.3% 38.7% % of Total 32.7% 6.0% 38.7% Perempuan Count 68 24 92 % within Jenis.kelamin 73.9% 26.1% 100.0% % within 58.1% 72.7% 61.3% % of Total 45.3% 16.0% 61.3% Total Count 117 33 150 % within Jenis.kelamin 78.0% 22.0% 100.0% % within 100.0% 100.0% 100.0% % of Total 78.0% 22.0% 100.0% Chi-Square Tests Value df Asymp. Sig. (2- sided) (1-sided) Point Probability Pearson Chi-Square 2.316 a 1.128.158.092 Continuity Correction b 1.741 1.187 Likelihood Ratio 2.400 1.121.158.092 Fisher's Exact Test.158.092 Linear-by-Linear Association 2.301 c 1.129.158.092.052 N of Valid Cases 150 a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 12.76. b. Computed only for a 2x2 table c. The standardized statistic is 1.517. 63

Lampiran 5. Lanjutan C. Pendidikan Crosstab Total puas sangatpuas Pendidikan SD Count 20 4 24 % within Pendidikan 83.3% 16.7% 100.0% % within 17.1% 12.1% 16.0% % of Total 13.3% 2.7% 16.0% SMP Count 27 7 34 % within Pendidikan 79.4% 20.6% 100.0% % within 23.1% 21.2% 22.7% % of Total 18.0% 4.7% 22.7% SMA Count 65 20 85 % within Pendidikan 76.5% 23.5% 100.0% % within 55.6% 60.6% 56.7% % of Total 43.3% 13.3% 56.7% Diploma Count 3 2 5 % within Pendidikan 60.0% 40.0% 100.0% % within 2.6% 6.1% 3.3% % of Total 2.0% 1.3% 3.3% SI Count 2 0 2 % within Pendidikan 100.0%.0% 100.0% % within 1.7%.0% 1.3% % of Total 1.3%.0% 1.3% Total Count 117 33 150 % within Pendidikan 78.0% 22.0% 100.0% % within 100.0% 100.0% 100.0% % of Total 78.0% 22.0% 100.0% 64

Lampiran 5. Lanjutan Chi-Square Tests Value df Asymp. Sig. (1-sided) Point Probability Pearson Chi-Square 2.061 a 4.724.786 Likelihood Ratio 2.390 4.664.748 Fisher's Exact Test 1.921.785 Linear-by-Linear.504 b 1.478.490.278.073 Association N of Valid Cases 150 a. 4 cells (40.0%) have expected count less than 5. The minimum expected count is.44. b. The standardized statistic is.710. D. Pekerjaan Crosstab Total puas sangatpuas Pekerjaan Mahasiswa/i Count 3 1 4 % within Pekerjaan 75.0% 25.0% 100.0% % within 2.6% 3.0% 2.7% % of Total 2.0%.7% 2.7% Wiraswasta Count 29 8 37 % within Pekerjaan 78.4% 21.6% 100.0% % within 24.8% 24.2% 24.7% % of Total 19.3% 5.3% 24.7% PNS Count 2 1 3 % within Pekerjaan 66.7% 33.3% 100.0% % within 1.7% 3.0% 2.0% % of Total 1.3%.7% 2.0% Pegawaiswasta Count 20 4 24 % within Pekerjaan 83.3% 16.7% 100.0% % within 17.1% 12.1% 16.0% % of Total 13.3% 2.7% 16.0% Iburumahtangga Count 37 13 50 % within Pekerjaan 74.0% 26.0% 100.0% % within 31.6% 39.4% 33.3% % of Total 24.7% 8.7% 33.3% Lain-lain Count 26 6 32 % within Pekerjaan 81.3% 18.8% 100.0% % within 22.2% 18.2% 21.3% % of Total 17.3% 4.0% 21.3% Total Count 117 33 150 % within Pekerjaan 78.0% 22.0% 100.0% % within 100.0% 100.0% 100.0% % of Total 78.0% 22.0% 100.0% 65

Lampiran 5. Lanjutan Chi-Square Tests Value df Asymp. Sig. (2- sided) (1-sided) Point Probability Pearson Chi-Square 1.310 a 5.934.950 Likelihood Ratio 1.303 5.935.962 Fisher's Exact Test 1.890.885 Linear-by-Linear Association.004 b 1.950 1.000.496.050 N of Valid Cases 150 a. 4 cells (33.3%) have expected count less than 5. The minimum expected count is.66. b. The standardized statistic is -.063. E. Penghasilan Crosstab Total puas sangatpuas penghasilan <Rp 1.000.000.,00 Count 10 4 14 Rp.1.000.000,00 5.000.000,00 % within 71.4% 28.6% 100.0% penghasilan % within 8.5% 12.1% 9.3% % of Total 6.7% 2.7% 9.3% Count 101 27 128 % within 78.9% 21.1% 100.0% penghasilan % within 86.3% 81.8% 85.3% % of Total 67.3% 18.0% 85.3% >Rp 5.000.000,00 Count 6 2 8 % within 75.0% 25.0% 100.0% penghasilan % within 5.1% 6.1% 5.3% % of Total 4.0% 1.3% 5.3% Total Count 117 33 150 % within 78.0% 22.0% 100.0% penghasilan % within 100.0% 100.0% 100.0% % of Total 78.0% 22.0% 100.0% 66

Lampiran 5. Lanjutan Chi-Square Tests Value df Asymp. Sig. (2- sided) (1- sided) Point Probability Pearson Chi-Square.456 a 2.796.917 Likelihood Ratio.433 2.805.917 Fisher's Exact Test.802.629 Linear-by-Linear Association.123 b 1.726.797.460.191 N of Valid Cases 150 a. 2 cells (33.3%) have expected count less than 5. The minimum expected count is 1.76. b. The standardized statistic is -.351. F. Kunjungan Crosstab puas sangatpuas Total kunjungan BaruPertama kali Count 4 2 6 % within kunjungan 66.7% 33.3% 100.0% % within 3.4% 6.1% 4.0% % of Total 2.7% 1.3% 4.0% 2-5 Kali Count 12 3 15 % within kunjungan 80.0% 20.0% 100.0% % within 10.3% 9.1% 10.0% % of Total 8.0% 2.0% 10.0% Lebihdari 5 kali Count 101 28 129 % within kunjungan 78.3% 21.7% 100.0% % within 86.3% 84.8% 86.0% % of Total 67.3% 18.7% 86.0% Total Count 117 33 150 % within kunjungan 78.0% 22.0% 100.0% % within 100.0% 100.0% 100.0% % of Total 78.0% 22.0% 100.0% 67

Lampiran 5. Lanjutan Value df Chi-Square Tests Asymp. Sig. (2- sided) (2- sided) Pearson Chi-Square.491 a 2.782.815 Likelihood Ratio.448 2.799.815 Fisher's Exact Test.783.739 (1- sided) Point Probability Linear-by-Linear.191 b 1.662.682.392.139 Association N of Valid Cases 150 a. 3 cells (50.0%) have expected count less than 5. The minimum expected count is 1.32. b. The standardized statistic is -.436. 68

Lampiran 6. Perbandingan Tingkat Kepuasan Pasien Antara Pasien Peserta BPJS Kesehatan Puskesmas Padang Bulan dan Puskesmas Polonia Medan NPar Tests Descriptive Statistics N Mean Std. Deviation Minimum Maximum 300 45.64 7.651 35 54 Puskesmas 300 1.50.501 1 2 Mann-Whitney Test Score 1 Ranks Puskesmas N Mean Rank Sum of Ranks Puskesmas Padang BulanMedan 150 208.91 31336.00 PuskesmasPolonia Medan 150 92.09 13814.00 Total 300 Test Statistics a Mann-Whitney U 2489.000 Wilcoxon W 13814.000 Z -11.798 Asymp. Sig. (2-tailed).000 a. Grouping Variable: Puskesmas T-Test Group Statistics Puskesmas N Mean Std. Deviation Std. Error Mean Puskesmas Padang Bulan Medan 150 51.42 3.467.283 Puskesmas Polonia Medan 150 39.85 6.174.504 69

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