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Hospital Pharmacy Services Rated Highly Satisfactory, SWOT Analysis Guides Improvement Strategy
A 2026 study by Baiq Astrid Risviarina Hardanty, Jason Merari Peranginangin, and Ismi Rahmawati from Setia Budi University finds that outpatient pharmacy services at Baptis Hospital in Batu City achieve high levels of patient satisfaction across all service dimensions. Published in Jurnal Multidisiplin Madani (MUDIMA), the research also identifies an aggressive growth strategy using SWOT analysis to further improve service quality. The findings matter as hospitals face rising competition and increasing patient expectations in Indonesia’s healthcare system.
Growing Demand for Quality Healthcare Services
Hospitals play a central role in delivering healthcare services, from inpatient and outpatient care to emergency treatment. As public awareness and education levels increase, patients are becoming more critical in evaluating healthcare quality.
Patient satisfaction has emerged as a key performance indicator for hospitals. In a competitive healthcare environment, service quality—especially in pharmacy units—directly influences patient trust, loyalty, and overall hospital reputation.
Pharmacy installations are particularly important because they represent the final stage of patient service, where medication is delivered and explained. Delays or poor communication at this stage can significantly affect patient experience.
How the Study Was Conducted
The research team from Setia Budi University applied a quantitative descriptive design involving 397 outpatient respondents at the pharmacy installation of Baptis Hospital, Batu City.
The study used a structured questionnaire based on the SERVQUAL model, which evaluates five dimensions of service quality:
- Tangible (physical facilities and appearance)
- Reliability (accuracy and consistency of service)
- Assurance (trust and confidence in staff)
- Empathy (attention to patient needs)
- Responsiveness (speed and willingness to help)
Data were tested for validity and reliability, then analyzed using gap analysis and statistical tests to compare patient expectations with actual service experiences. A SWOT analysis was also conducted to identify strategic directions for improvement.
Key Findings: High Satisfaction Across All Dimensions
The study reports that patients are “very satisfied” with pharmacy services in all five SERVQUAL dimensions. In each category, actual service performance exceeded patient expectations.
Overall satisfaction results include:
- Tangible: 94.79% (higher than expectations of 91.01%)
- Reliability: 95.26% (higher than expectations of 93.16%)
- Assurance: 94.45% (slightly above expectations of 94.27%)
- Empathy: 94.01% (slightly above expectations of 93.99%)
- Responsiveness: 94.06% (higher than expectations of 93.55%)
These results indicate that patients perceive the pharmacy installation as delivering high-quality, consistent, and patient-centered services.
What Patients Appreciate Most
Several aspects of service stand out in the findings:
- Clear communication and fair treatment by staff
- Timely service delivery and reliable procedures
- Clean facilities and organized service flow
- Friendly and supportive interactions with patients
Patients particularly value staff professionalism and the ability to provide accurate and timely pharmaceutical services.
Areas That Still Need Improvement
Despite high satisfaction levels, the study identifies several challenges:
- Waiting time for medication remains a concern for some patients
- Limited human resources can affect service speed
- Occasional drug availability issues create delays
- Coordination between staff teams needs strengthening
Statistical testing confirms a significant difference between patient expectations and actual experiences, indicating room for continuous improvement even in high-performing services.
SWOT Analysis: Strategy for Future Growth
The research goes beyond measuring satisfaction by mapping strategic priorities using SWOT analysis.
Strengths:
- Strong patient-oriented vision and mission
- Support from hospital leadership
- High patient satisfaction levels
Weaknesses:
- Long waiting times for medication
- Limited teamwork coordination
- Suboptimal clinical pharmacy activities
Opportunities:
- Government support for healthcare services
- Role as a primary referral hospital
- Collaboration with national health insurance (BPJS)
Threats:
- Increasing competition from other hospitals
- Changes in healthcare regulations
- Rapid technological development
The analysis places the pharmacy installation in Quadrant I, meaning it is in a strong position and can adopt an aggressive growth strategy. This strategy focuses on leveraging strengths to maximize opportunities.
Real-World Implications
The findings offer practical insights for healthcare providers and policymakers:
The authors from Setia Budi University emphasize that patient satisfaction must be continuously monitored and aligned with service improvements. They note that combining service quality measurement with strategic planning provides a stronger foundation for hospital development.
Author Profile
- Baiq Astrid Risviarina Hardanty – Researcher in healthcare management, Setia Budi University
- Jason Merari Peranginangin – Academic in hospital service strategy and management, Setia Budi University
- Ismi Rahmawati – Researcher specializing in patient satisfaction and healthcare quality, Setia Budi University
The authors focus on improving healthcare service systems, particularly in hospital pharmacy management and patient-centered care.
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