Pelayanan kesehatan yang baik berperan strategis dalam perbaikan kesehatan masyarakat. Kualitas layanan farmasi danpelayanan kefarmasian yang lebih baik dan berorientasi pada konsumen (pasien) harus terus dikembangkan agar dapatmemenuhi kebutuhan masyarakat yang senantiasa berubah dan meningkat, disamping dapat mengurangi risikopengobatan. Guna meningkatkan kualitas layanan farmasi dan pelayanan kefarmasian, perlu diketahui bagaimanapersepsi konsumen apotek tentang pelayanan farmasi yang didapatkannya, dan bagaimana opini konsumen tentangsuatu apotek yang ideal. Penelitian ini mengungkapkan persepsi konsumen tiga kota (Jakarta, Yogyakarta danMakassar) berdasarkan dimensi tangible, keandalan dan ketanggapan pelayanan, jaminan mutu dan empati. Persepsikonsumen dikategorisasikan sebagai ?baik? dan ?buruk?. Hasil secara keseluruhan menunjukkan 74,5% konsumenmemiliki persepsi yang baik terhadap layanan apotek meskipun pelayanan kefarmasian yang diperoleh belummemenuhi standar farmasi komunitas. layanan apotek dan pelayanan kefarmasian masih berorientasi pada obat, belumberorientasi pada pasien/konsumen. Pelayanan kefarmasian yang memenuhi standar farmasi komunitas (misalnyapemberian informasi obat oleh apoteker, layanan konseling, monitoring penggunaan obat dan evaluasi pengobatan,promosi dan edukasi kesehatan untuk pasien) belum menjadi alasan bagi konsumen untuk memilih suatu apotek.Consumers? Perception in Pharmacy Services in Three Cities in Indonesia. Better health services have a strategicrole and take part in public health improvement (Blum, 1974). Better quality of pharmacy service and pharmaceuticalcare may provide public needs and demands, ---which always change and increase ----, as well as reduce risks, andshould be improved continually and be patient (consumer) oriented. To increase the quality of pharmacy service andpharmaceutical care, we need to know what the consumers? impression about the pharmacy services they receivedcurrently and what the ideal pharmacy is according to consumers? opinion. Consumer?s impression to pharmacyservices in this survey is assessed, based on tangibles dimension (physical facilities, men power etc.), reliability andresponsiveness of the services, assurance and empathy. The consumer?s impression is categorized as good and bad.Result: overall, 74.5% of consumers had a good impression about the pharmacy although pharmaceutical care theyobtained had not yet complied with the community pharmacy standard. In three cities (Jakarta, Yogyakarta, andMakassar), pharmacy services and pharmaceutical care were still based on drug-oriented, and had not yet based onpatient/consumer oriented. Pharmaceutical care which fulfilled the community pharmacy standard (such as druginformation provided by pharmacist, counseling, medicine use monitoring and treatment evaluation, health promotionand education for patients), had not yet turn out to be a reason for consumers? preference of a pharmacy. |