Penerapan Model Konseptual Telepharmacy Komunitas dalam Upaya Menerapkan Standar Pelayanan Kefarmasian

Abstract

Community pharmacists, despite their business orientation, have an ethical responsibility to patients to ensure that they receive appropriate therapy. The pharmacist's professional duty to prevent medication errors and improve patient compliance is hampered by the low attendance rate of pharmacists. Digitalisation is a solution, so that pharmaceutical services can still be carried out with limited distance and time. The purpose of this study was to examine the application of the Community Telepharmacy Conceptual Model in an effort to implement pharmaceutical service standards. This research is a mixed method with cluster sampling, for validity and reliability alpha testing (32 respondents), beta testing (30 respondents), accepted testing (150 respondents) and 100 respondents for service quality, satisfaction, trust, loyalty and compliance. Multiple linear regression test to measure the effect of service quality, satisfaction and trust on patient loyalty and Mann-whitney test to measure compliance improvement using 302 respondents. Data was obtained from questionnaires distributed to respondents who had degenerative diseases in the mild to moderate category. The results analysed using SPSS version 26.0 showed that all questionnaires were valid and reliable. The Telepharmacy application developed meets system feasibility and is feasible to apply in community pharmacy. Levels of service quality, trust, loyalty, satisfaction and compliance with percentages of 70.89%, 71.68%, 74.37%, 73.92%, and 85% respectively. The application of Telepharmacy has an effect on improving service quality, satisfaction, trust, loyalty and compliance of patients taking drugs with a p value <0.05. The highest increase in income occurred in middle income pharmacies 45.86% followed by low income and high income 31.44% and 16.25%.