EVALUATION OF PHARMACEUTICAL SERVICE BY

TECHNICAL PERSONNEL OF PHARMACEUTICAL

IN PUBLIC HEALTH CENTERS OF KALABAHI CITY
OF ALOR REGENCY

Ni Nyoman Yuliani, Jefrin Sambara, Maria Erni Bifel

Lecturer in Pharmacy Department of Polytechnic Kupang
Email : y.ninyoman@yahoo.com

ABSTRACT

Pharmaceutical services by technical personnel of pharmaceutical is one of the supporting

factors and the development of health facilities including means of Public health center that
already exist and thrive in public health center in Kalabahi city of Alor regency. This
research aims to know pharmaceutical services that have been performed by technical
personnel of pharmaceutical based on services of supporting, and quality of service. This
research is observational research performed on 10 respondents of technical personnel of
pharmaceutical who work in Public health center in Kalabahi city of Alor regency. Data were
collected and tabulated by using the scale method of scoring determination then they were
analyzed descriptively. The research results showed that based on the assessment criteria
regarding the factor supporting with a percentage of 91% was categorized as good, service
with a percentage of 95,79%. Pharmaceutical services that have been performed on all five
public health centers in Kalabahi city was said to have met the existing service standard and
categorized good, but for the quality of service with a percentage of 53,07% was not
maximized or still less.

Keywords: service, public health centers, technical personnel of pharmaceutical

INTRODUCTION

Health service is every activity to maintain and improve health, aiming to achieve optimal health
degree for community. Health effort is organized with the approach, maintenance of health
improvement (promotion), disease prevention (preventive), healing of disease (curative), and health
care (rehabilitative) that are implemented thoroughly. One of health services form is pharmaceutical
services (Notoatmojo, 2005).

According to Law No. 36 Year 2009 on Health states that the practice of pharmaceutical includes
manufacturing including quality control of pharmaceutical preparations, security, procurement,
storage and distribution of drugs, drug services on prescription, drugs information service as well as
drug development, materials and traditional medicine should be done by health workers who have the
expertise and authority in accordance with the provisions of legislation. Pursuant to the authority in
legislation, pharmaceutical services has undergone a change which originally it only focused on the
management of drug (drug oriented) developed into a comprehensive service covering drug services
and clinical pharmaceutical services that aim to improve the quality of life of patients. Pharmaceutical
services may include human resources and health infrastructure. Health care facilities that are a
mainstay or benchmark of health development is public health center. Pharmaceutical services that is
less professional would have an impact on mistake when doing prescription service and drug
information service that can cause bad/fatal for patient (Anonymous, 2006).

Public health center is a unit of technical services of health department at regency/city that is
responsible for organizing health development in one or most of sub-districts that has a function as a
center for the development of public health, the center of community empowerment, and the health
care center of the first level in order to achieve success of public health center function as a spearhead
in realizing the four missions of health development namely in the moving of sub-district
development that have a insight of development, encouraging self-reliance and families to live
healthy, maintain and improve the healthcare quality, equitable and achievable as well as maintain
and improve the health of individual, group and community and their environment (Alamsya &
Muliawati, 2013).

Kalabahi is capital city of Alor regency, where Alor regency is one of the regency in East Nusa
Tenggara (NTT) that the regency government has several development strategies namely construction
of public health center. Public health center as one of health service unit including services by
technical personnel of pharmaceutical.

Based on field survey there is still Technical personnel of pharmaceuticals who do not know very well
about Pharmaceutical services at public health center and also previous research conducted by
Sudibyo (2012), regarding the evaluation of pharmacists role based on guidelines of Pharmaceutical
services at public health center stated that pharmacist personnel who provides pharmaceutical services
that is good is 26,6% due to the unavailability of pharmacists in all public health center of nursing
care especially public health center of non nursing care so that service of recipe is performed by non-
professional personnel.

This research aims to know pharmaceutical services that have been performed by technical personnel
of pharmaceutical based on services of supporting, and quality of service in public health centers of
Kalabahi city of Alor regency.

METHOD
The type of this research was descriptive observation. Research was conducted in public health center
of Kalabahi city of Alor regency in June-July 2015. Variable in this research is a single variable
namely only describing services performed by technical personnel of pharmaceutical in public health
centers of Kalabahi city of Alor regency.
 Evaluation of pharmaceutical Indicators
service by technical personnel of
pharmaceutical in public health 1. Supporting services
center of Kalabahi city of Alor 2. Categories of service include:
regency. a. Recipes examination
b. Dispensing
c. Delivery of drugs
3. Quality of service

Population in this research are all technical personnels of pharmaceutical who provide
pharmaceutical services in 5 public health centers in Kalabahi city of Alor regency. Sample
in this research are 10 respondents of technical personnel of pharmaceutical who provide
pharmaceutical service in health centers at sub-district of Kokar, Kenarilang, Bukapiting,
Lawahing and Mebung in Kalabahi city of Alor regency.

The Research Procedure are:

1. Location researched is in five public health centers in public health center at Kalabahi city of
Alor regency.
2. Respondent is technical personnel of pharmaceutical who perform services in public health
center.
3. Preparation of a questionnaire based on the standard of Pharmaceutical services at public
health center of technical personnel of pharmaceutical in the field of public health center.
4. Questionnaires are distributed to technical personnel of pharmaceutical in public health center
and be accompanied by an explanation of how to fill and be filled in accordance with the
actual situation.
5. Questionnaire that has been filled by technical personnel of pharmaceutical in public health
center is collected by researcher.
6. From the result of questionnaire filled out by technical personnel of pharmaceuticals that are
in public health center then it is collected and analyzed descriptively.

Data collection techniques based on the questionnaire that has been distributed to technical
personnel of pharmaceutical working in public health center in accordance with assessment
criteria include: support services, and quality of pharmaceutical service at public health center.

The technique used is filling questionnaire by technical personnel of pharmaceutical working in

public health center in accordance with criteria that has been determined. The research data was
analyzed descriptively by using formula:

In which the value of 1 for answer : Yes, the value of 0 for answer : No
According to Arikunto (2006) assessment criteria are as follows:good: >75%, enough:60-75%, less:
<60%.

RESULT AND DISCUSSION

1. General Overview and Research Location
Kalabahi is capital city of Alor regency, where Alor regency is one of the regency in East Nusa
Tenggara (NTT) that the government has several development strategies namely construction of
public health center. Research has been done in public health center in Kalabahi city i.e. at public
health centers of Kokar, Kenarilang, Bukapiting, Lawahing and Mebung.
The overall number of technical personnel of pharmaceutical that provide Pharmaceutical
services in public health centers of Kalabahi city is by the number of undergraduate pharmacy as
much as 2 people, D3 pharmaceuticals as much as 8 people and personnel of secondary school of
pharmacy (SMF) of 3 people, and is supported by other health professionals, in this case doctor,
midwive, nurse who are also in duty of writing a prescription.
Based on the research result that writing a prescription period of 1 month to five health
centers at sub-district located in Kalabahi city performed by doctor with writing the top
prescription, while for writing prescription period of 1 month is performed by midwive and nurse
this is due to lack of health personnel in this case is a doctor so that the job that should be done
by a doctor is diverted to midwive and nurse.
From the research result that has been done is found that the administrator of drug and
person in charge of dispensary in public health center have performed by pharmacy staff but
there is one public health center that the administrator of drug is not pharmacy staff, but it is
performed by other health professionals (nursing dental) this is due to lack of technical personnel
of pharmaceutical so thing that should be done by technical personnel of pharmaceutical is
diverted to non-technical personnel of pharmaceutical.

2. Assessment of Pharmaceutical services at public health center

a. Supporting services
Supporting services of pharmaceutical in this case is contained the words "pharmacy"
in space of pharmaceutical services, drugs which are within the space of pharmaceutical
services stored in original container and alphabetically, there is a locked cabinet for storage
of drugs for narcotics class, there is refrigerator for vaccine storage, there is card
stock/computer to record the addition and subtraction of each type of drugs, there is book of
spesialite drug information (ISO) and also available of information material in the form of
banner or poster. Table 1 shows the assessment data of pharmaceutical of supporting service
factor located in public health center of Kalabahi city.

Table 1. Distribution of pharmaceutical service supporting in public health center of

Kalabahi city
supporting service
Score Answer Information
(Σ)
Yes No
100 N % N % Good
91 91% 9 9 %
(Source: primary data processed, 2015)
n : Number of respondents answer

From Table 1 above it can be seen that some of supporting factors of pharmaceutical
service in public health center in Kalabahi city is 91% stating that some of supporting
factors of pharmaceutical service in public health center have been available and 9% is some
of supporting factors of service have not been or are not available in public health center in
Kalabahi city eg cabinet for narcotics storage, refrigerators for vaccine storage.
Based on this research result can be known that the assessment of pharmaceutical
service by technical personnel of pharmaceutical in public health center at Kalabahi city
based on criteria for assessment of supporting factors of public health center is good with
the percentage is > 75%. In accordance with the result of field observations, supporting
factors of pharmaceutical service in public health center with a percentage of 91% is good.
However there are several supporting factors of services that have not been available in one
of public health centers namely Lawahing public health center, eg cabinet for narcotics
storage, refrigerator for drugs storage that require cold temperature, stock card/computer and
also book of drug information this due to cost limitation and condition of the room that does
not allow for the placement of narcotics cabinets.
 b. Service
Assessment of pharmaceutical service in this case regarding the examination of
prescription, dispensing and drug delivery made by technical personnel of pharmaceutical in
public health center of Kalabahi city can be seen in Table 2.

Table 2. Distribution of pharmaceutical service at public health center of Kalabahi city

Service
Score (Σ) Answer Information
Yes No
n % N % Good
190 182 95,79% 8 4,21%

(Source: primary data processed, 2015)

From the table above it can be seen that Pharmaceutical services performed by
technical personnel of pharmaceuticals in public health center at Kalabahi city is 95,79% have
done well, while 4,21% are less or not going well.
Based on the research results can be known that assessment to services performed by technical
personnel of pharmaceutical in public health center is said to be good if the percentage of >
75%. In accordance with observation result in the field, services performed by technical
personnel of pharmaceutical in public health center at Kalabahi city with a percentage of
95,79% has done Pharmaceutical services well and met the standard of Pharmaceutical
services at public health center. The same with the evaluation of pharmacists role based on
guidelines of Pharmaceutical services at public health center stated that pharmacist personnel
who provides pharmaceutical services that is good is 26,6% (Sudibyo, 2012).

c. Quality of Service
Quality of Pharmaceutical services in this case about the procedure remains of
pharmaceutical service that is in public health center, availability of handbook of drugs
information service, continuing education for pharmaceutical worker in public health center,
using of Medicine Use Report and Request Form (LPLPO), reporting on drugs of narcotic
and psychotropic that are used and evaluated to patient satisfaction rates who do treatment in
public health center.

Table 3 shows that assessment data of Pharmaceutical services quality in public

health center at Kalabahi city.

Table 3. Distribution of Pharmaceutical services Based on Service Quality in Public

Health Center
Service Quality
Score Answer
(Σ) Information
Yes No
n % N %
130 Less
69 53,07% 61 46,9%

(Source: primary data processed, 2015)

From Table 3 above it can be known that the quality of Pharmaceutical services at
public health centers is 53,07% which is said yes and 46,9% which is said no. Based on the
research result it can be known that the quality of Pharmaceutical services at public health
centers is said to be good with the percentage of > 75%. In accordance with the field
 observation the quality of pharmaceutical service in public health centers at Kalabahi city is
53,07% so it is still said to be less eg, unavailability of medical handbook, drugs information
service handbook, unavailability of continuing education for pharmacist, not held training
for worker in public health centers, not reporting the case of errors in drug administration,
and not doing a survey on patient satisfaction in doing medication in public health services.
Therefore the quality of existing service need to be improved in public health center,
becaused the patient satisfaction on pharmaceutical services is influenced by the service
promptness, attitude pharmacist, medical counceling, pharmacy location and waiting area
(Khudair & Raza, 2013).

Table 4. Distribution of Pharmaceutical services based on factor of supporting service,

service and quality of pharmaceutical service in public health center at
Kalabahi city

Score Answer
(Σ) Information
Yes No
N % N %
420 342 81,43% 78 18,57% Good

(Source: primary data processed, 2015)

From the table above it can be seen that based on the assessment of services performed
by technical personnel of pharmaceutical in public health centers regarding the factors of
supporting service, service and quality of service is 81,43% which is said good and 18,57% is
less.
Based on the research result it can be known that the assessment of services performed
by technical personnel of pharmaceutical in public health center said to be good if the
percentage of > 75%. In accordance with the result of observation in field, the services
performed by technical personnel of pharmaceutical in public health centers at Kalabahi city
with a percentage of 81,43% based on the factor of supporting service, service and quality of
services overall performed by technical personnel of pharmaceutical in public health center
has been running well, but there are some things that are not yet available or have not been
implemented well so that it needs to be improved the existing service in public health centers.
The research results of Sidharta, Affandi & Priadana (2016) showed that the service qualityof
pharmaceutical service affected patient satisfactionof public hospital in Bandung, Indonesia.
Thus, patient satisfaction affected patient loyalty.

CONCLUSION AND RECOMMENDATION

Factors of supporting services by 91% is good and 9% is not good; service performed by technical
personnel of pharmaceutical in public health centers with a percentage of 95.79% is good and has
met the standard of pharmaceutical service in public health centers but 4.21% has not run well so
pharmaceutical service that existing in public health center needs to increase again; and quality of
Pharmaceutical services in public health center was said less or not good. The result percentage of
53.07% said yes and 46.92% said no.

Based on the research result can be said that Pharmaceutical services performed by technical
personnel of pharmaceutical at five public helath centers at Kalabahi city as a whole has been running
well. But there are also some things that are not available in public health centers so that the existing
services in public health centers need to be improved in order to Pharmaceutical services performed in
public health center can run well/optimal.
All the parties of public health centers at Kalabahi city of Alor regency should always make efforts to
improve the quality of service to public specifically related services in the field of pharmacy and
health Department of Alor regency is expected to always hold periodical training or include technical
personnel of pharmaceutical in various training activities related to Pharmaceutical services so that it
can improve the quality of drug services and drug information to the public. And it is expected to be
able to recruit more pharmaceutical worker to be placed in public health centers in order to the
Pharmaceutical services can run optimally.

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