Kepuasan Pasien Terhadap Pelayanan Swamedikasi Analgesik Di Apotek Berdasarkan Tahapan Responding to Symptoms

Self-medication is widely practiced, include for pain management. However, pharmacy services are often not optimal and need evaluated from the patient’s perspective. This study aimed to determine patients’ experiences and satisfaction with analgesic self-medication services based on the responding to symptoms and analyze their relationships and differences. This cross-sectional observational study involved 384 patients who had received pain self-medication services at community pharmacies in Trenggalek Regency. Data were collected through online and offline questionnaires using snowball and convenience sampling, and respectively analysed descriptively using Pearson correlation and Chi-square tests. Most respondents (>90%) were satisfied to very satisfied with the services. However, only 62.5% were satisfied when asked to repeat information to ensure understanding. The question “who will use the medication” was most frequently asked (n=179;46.6%), while information on “how to use the medication” was most frequently provided (n=279;72.7%). There was a statistical significant relationship between the experience of receiving questions and satisfaction (p=0.03), the combined experience of receiving questions and information and satisfaction (p=0.006), and between the type of drug request and service experience (p<0.001). No significant relationship was found between receiving information and satisfaction (p=0.95). Satisfaction differed by request type (p=0.034), with symptom-based patients reporting higher satisfaction. In conclusion, patient satisfaction is influenced by information-gathering experience and the type of drug request.