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Evaluation of Physician and Pharmacy Services Quality in Out-Patient Unit at Private Hospitals Providing the National Health Insurance (NHI) Program in Indonesia

Syachroni, Anggita B. Anggraini, Rini S. Handayani, Yuyun Yuniar, and Ida D. Sari
Center for Research and Development for Health Resources and Services, National Institute of Health Research and Development, Ministry of Health, Jakarta, Indonesia
Abstract—The study aims to determine the quality of physician and pharmacy services based on patient perception measurement. Method: A cross-sectional study was carried out in 2019 through an exit poll of 300 patients/their companions in the out-patient unit at 10 Indonesia private hospitals providing the National Health Insurance (NHI) program. Data were collected using a questionnaire exploring patients' perceptions of the services, the length of consultation time, drug waiting time, and also by observing drug etiquette provided. Data were analyzed statistically using Chi-square and Mann-Whitney test. Results: Research shows significant differences between the two patients groups based on the type of insurance they used. Those belong to the NHI group had shorter consultation time and longer dispensing time compared with non NHI group. Differences reveals in the length of physician's consultation time for category 6-10 minutes (OR=3.3; 95%CI=1.12-9.22) and the length of pharmacist's consultation time for category more than 5 minutes (OR=8.12; 95%CI=2.13-30.95) between groups. The average drug waiting time was 22.4±21.01 min, in which NHI group waited 1.8 times longer than non NHI group (p=0.002). Only 32.7% of drug etiquettes were properly prepared. The drug etiquette for liquid drugs tends to be more incomplete than solid/semi-solid drugs. Suggestion: The quality of physician and pharmacy services in terms of time allocation is essential to treat NHI patients properly. Drug label standardization policy enforcement is also inevitable to improve pharmaceutical services and patient safety aspects.

Index Terms—quality services, physician services, pharmacy services, national health insurance, drug etiquette

Cite: Syachroni, Anggita B. Anggraini, Rini S. Handayani, Yuyun Yuniar, and Ida D. Sari, "Evaluation of Physician and Pharmacy Services Quality in Out-Patient Unit at Private Hospitals Providing the National Health Insurance (NHI) Program in Indonesia," International Journal of Pharma Medicine and Biological Sciences, Vol. 10, No. 3, pp. 108-113, July 2021. doi: 10.18178/ijpmbs.10.3.108-113

Copyright © 2021 by the authors. This is an open access article distributed under the Creative Commons Attribution License (CC BY-NC-ND 4.0), which permits use, distribution and reproduction in any medium, provided that the article is properly cited, the use is non-commercial and no modifications or adaptations are made.
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