Studi Kepuasan Pasien Terhadap Pelayanan Swamedikasi dan Pelayanan Obat dengan Resep Melalui Telefarmasi di Wilayah Jawa Timur

Abstract

Telepharmacy services are pharmaceutical services provided remotely through communication and information technology to patients. The development of digital-based healthcare services, particularly telepharmacy, is an alternative to increase access to pharmaceutical services. Despite its increasing use, patient satisfaction evaluation is still needed to ensure optimal service quality. This study aims to determine patient characteristics, satisfaction levels, and the relationship between respondent characteristics and satisfaction with self-medication and prescription drug services through telepharmacy in East Java. This study used a descriptive analytical method with a cross-sectional design. A total of 404 respondents met the inclusion criteria, using a purposive sampling technique. Data were collected using a Likert-based PTFKP questionnaire covering the six dimensions of reciprocal care according to the WHO: effectiveness, efficiency, accessibility, patient-centeredness, equity, and safety. The results showed that most respondents were female, aged 18–25 years, had a high school education, and had an income of ≤ Rp2,500,000. Patient satisfaction with telepharmacy services was generally high, with the majority of respondents agreeing or strongly agreeing with the quality of service provided. Furthermore, a significant relationship was found between several respondent characteristics and patient satisfaction levels. Telepharmacy services in East Java have achieved good patient satisfaction, but improvements are needed to support demand and equitable service distribution.