Kecerdasan Emosional Apoteker dalam Pelayanan Kefarmasian di Apotek Kota Banjarmasin
Emotional Intelligence of Pharmacists in Pharmaceutical Service Banjarmasin City
DOI:
https://doi.org/10.25026/jsk.v6i4.2254Abstract
Pharmacists are described as professionals in clinical competence and service orientation towards care. Pharmacists are required to have professionalism to build compliance, satisfaction, and the image of the pharmacist himself. However, professionalism alone is still not enough to build a pharmacist's image without having good emotional intelligence, because a pharmacist with good emotional intelligence can control himself, understand patients' feelings, and build good relationships with patients. To improve service quality and customer satisfaction and build a good image of the pharmacist profession, a strategy is needed not only in professionalism but also in the need to build courtesy or courtesy values, namely emotional intelligence. This study aims to determine pharmacists' emotional intelligence in pharmacies in Banjarmasin city. The research method used was cross-sectional using a questionnaire instrument. In this study, the results of low pharmacist emotional intelligence were 4 people (13.3%,) pharmacists with moderate emotional intelligence were 23 people (76.7%) and pharmacists who had high emotional intelligence were 3 people (10%). The results showed that pharmacists' emotional intelligence was still in the low and medium categories so it still needed to be improved.
Keywords: pharmacist, emotional intelligence, pharmaceutical services
Abstrak
Apoteker digambarkan sebagai profesional dalam kompetensi klinis dan orientasi layanan terhadap kepedulian. Apoteker dituntut memiliki profesionalitas untuk membangun kepatuhan, kepuasan, dan citra apoteker itu sendiri. Akan tetapi profesionalitas saja masih belum cukup untuk membangun citra apoteker tanpa memiliki kecerdasan emosional yang baik, karena seorang apoteker dengan kecerdasan emosional yang baik dapat mengendalikan dirinya sendiri, memahami perasaan pasien dan membangun hubungan yang baik kepada pasien. Sebagai upaya peningkatan kualitas layanan dan kepuasan konsumen serta membangun citra yang baik terhadap profesi apoteker diperlukan strategi bukan hanya dalam profesionalitas saja tetapi juga perlunya membangun courtesy atau nilai kesopanan yaitu kecerdasan emosional. Penelitian ini bertujuan untuk mengetahui kecerdasan emosional apoteker yang bekerja di apotek di kota Banjarmasin. Metode penelitian yang digunakan cross-sectional menggunakan instrument berupa kuesioner. Dalam penelitian ini didapatkan hasil kecerdasan emosional apoteker rendah sebanyak 4 orang (13,3%,) apoteker dengan kecerdasan emosional sedang sebanyak 23 orang (76,7%) dan apoteker yang memiliki kecerdasan emosional tinggi sebanyak 3 orang (10%). Jadi hasil penelitian menunjukkan kecerdasan emosional apoteker masih ada dalam kategori rendah dan sedang sehingga masih perlu ditingkatkan.
Kata Kunci: apoteker, kecerdasan emosional, pelayanan kefarmasian
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