Harrizul Rivai et al, Int. Journal of Pharmaceutical Sciences and Medicine (IJPSM), Vol.2 Issue. 8, August- 2017, pg. 1-11 ISSN: 2519-9889 Impact Factor: 3.426 © 2017, IJPSM All Rights Reserved, www.ijpsm.com 1 Analysis of Outpatient Satisfaction on the Quality of Pharmaceutical Services at Major General Haji Ahmad Thalib Hospital, Kerinci, Jambi Province, Indonesia Harrizul Rivai 1* , Nining Hijrahwati 2 , Helmi Arifin 1 1 Faculty of Pharmacy, Andalas University, Limau Manih Campus, Padang 25163, Indonesia, E-mail address: harrizul@yahoo.co.id 2 Jambi Medical Clinics, Jl. Sumantri Brojonogero No. 84B, Simpang Pulai Kebun Jeruk, Jambi, Indonesia Abstract Research on the effect of outpatient satisfaction on the quality of pharmaceutical services at Major General H. A. Thalib Hospital, Kerinci, Jambi Province, Indonesia, aims to analyse patient satisfaction based on five dimensions of service quality, namely tangible, responsiveness, reliability, assurance, and empathy. A sample of 106 patients who met the inclusion criteria were taken from an outpatient at this hospital. The duration of the study is three months. The data were collected by cross sectional using questioner and data were processed based on gap value that is difference between performance value and expectation value. The results showed that most of the respondents were women (76.4%) and they were from the younger generation of 18-49 years (57.5%). Most of the respondents had junior high school education (32.1%). Most respondents have income between Rp 1,000,000 to Rp 5,000,000 (73.6%). Most respondents work as housewives (50.9%). The greatest gap is in assurance dimensions (-0.93), followed by responsiveness and empathy dimensions (respectively -0.90), and the lowest gap is in reliability and tangible dimensions (respectively -0.89). The negative gap values indicate that outpatients in this hospital have not been satisfied with the pharmaceutical services provided. Keywords: Patient satisfaction, pharmaceutical service, regional general hospital. 1. Introduction Patient satisfaction on health care is an important indicator of the quality of services provided. Patient satisfaction can be regarded as one of the desired outcomes of care, even the elements in the health status itself, and satisfaction information is important in assessing and designing the management of health care systems [1]. Patient's satisfaction with pharmaceutical services is an important means of improving services within the community and hospital. Many studies have examined patient satisfaction with pharmaceutical services [2-6]. Satisfaction is focused on general services, interventions or cognitive services. Many instruments are used to measure patient satisfaction with pharmaceutical services, which include: Pharmaceutical Survey Instrument (PES) of Larson and Mackeigan [7], modified for pharmacist clinic setting (8), and service quality scale (SERVQUAL) [9]. The results of a study in Spain [10], which evaluated patient satisfaction in an outpatient pharmacy, indicated a patient's satisfaction with the services provided. Pharmacist skills get the highest score. The lowest point in patient satisfaction is given primarily at the dispensing site (waiting room and access to an outpatient pharmacy) and dispensing process (waiting time and consultation hours). Assessment of patient satisfaction with pharmacy services at a teaching hospital in Nigeria reported that nearly half of the patients (46%) rated the amount of time pharmacists spent with them was not good. Only 49% were satisfied with the