Academic literature on the topic 'Patient satisfaction Malaysia Arau'
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Journal articles on the topic "Patient satisfaction Malaysia Arau"
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Yeo, Sook Fern, Cheng Ling Tan, and Yen-Nee Goh. "Obstetrics services in Malaysia: factors influencing patient loyalty." International Journal of Pharmaceutical and Healthcare Marketing 15, no. 3 (July 3, 2021): 389–409. http://dx.doi.org/10.1108/ijphm-08-2020-0070.
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Purpose This study aims to investigate the link of functional service quality (hospital’s reputation, administrative procedures, trustworthiness, patient-care provider relationship and waiting time), satisfaction and patient loyalty on the obstetrics services in private health-care in Malaysia. Design/methodology/approach A total of 419 mothers who had obtained obstetrics services had participated in this study in a continuous and coordinated manner. The study was conducted in 10 private hospitals in Malaysia throughout April 2018. Findings Results show that providing excellent service had increased the level of patient satisfaction and achieved patient loyalty. Patients tend to switch to other obstetricians if they are unhappy with the current services that are being offered. The findings showed that patient satisfaction was found to be mediating the relationship between hospital reputation and patient loyalty; trustworthiness and patient loyalty; patient care relationship and patient loyalty; and waiting time and patient loyalty. However, this study also found that administrative procedures do not influence patient satisfaction significantly. Practical implications The outcome of this study able to assist the management of the private hospitals to have more operational and practical strategies that would enhance their service quality for the betterment in their services for their patients in this competitive industry. Originality/value This paper provides patients’ perception of their loyalty towards obstetrics services offered by private hospitals in Malaysia.
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Ganasegeran, Kurubaran, Wilson Perianayagam, Rizal Abdul Manaf, Saad Ahmed Ali Jadoo, and Sami Abdo Radman Al-Dubai. "Patient Satisfaction in Malaysia’s Busiest Outpatient Medical Care." Scientific World Journal 2015 (2015): 1–6. http://dx.doi.org/10.1155/2015/714754.
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This study aimed to explore factors associated with patient satisfaction of outpatient medical care in Malaysia. A cross-sectional exit survey was conducted among 340 outpatients aged between 13 and 80 years after successful clinical consultations and treatment acquirements using convenience sampling at the outpatient medical care of Tengku Ampuan Rahimah Hospital (HTAR), Malaysia, being the country’s busiest medical outpatient facility. A survey that consisted of sociodemography, socioeconomic, and health characteristics and the validated Short-Form Patient Satisfaction Questionnaire (PSQ-18) scale were used. Patient satisfaction was the highest in terms of service factors or tangible priorities, particularly “technical quality” and “accessibility and convenience,” but satisfaction was low in terms of service orientation of doctors, particularly the “time spent with doctor,” “interpersonal manners,” and “communication” during consultations. Gender, income level, and purpose of visit to the clinic were important correlates of patient satisfaction. Effort to improve service orientation among doctors through periodical professional development programs at hospital and national level is essential to boost the country’s health service satisfaction.
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Ismail, Aniza. "Payment Methods and Patient Satisfaction among Type-2 Diabetes Patient at a Teaching Hospital in Malaysia." Medicine & Health 16, no. 2 (December 29, 2021): 192–206. http://dx.doi.org/10.17576/mh.2021.1602.14.
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Diabetes mellitus is a costly chronic disease related to medication, physician consultation and laboratory investigation. The main means of financing healthcare include direct out-of-pocket (OOP) payment and government subsidisation in some countries, or public/private health insurance schemes, or a mix of all. Patient satisfaction is critical in ensuring the use of healthcare services, continuity of care and treatment adherence. In this study, we determined the satisfaction of type 2 diabetes mellitus (T2DM) patients regarding the healthcare services and payment methods at Universiti Kebangsaan Malaysia (UKM) Teaching Hospital, Malaysia. This cross-sectional study involved 313 T2DM patients aged ≥18 years who were included after clinical consultations. We used convenience sampling at the outpatient and inpatient medical centres of Hospital Canselor Tuanku Muhriz and UKM Specialist Centre. A survey consisting of sociodemographic, socioeconomic and payment method types as well as a validated patient satisfaction questionnaire scale were used. The mean age was 59.6 years (SD=13.151), 53.0% of the patients were female, 78.3% were Malay, 76.4% were uninsured, 39.6% were covered by government subsidies, while 36.7% paid OOP. Around 86% were generally satisfied with the overall services. Patients were most satisfied with technical quality (84%), communication skills (83%) and accessibility (80%), but satisfaction was lower in doctors’ service orientation, particularly the interpersonal manner (73%), financial aspect (73%) and time spent with the doctor (70%). Over 86% of patients were satisfied with healthcare services and payment methods; however, patients who paid OOP reported low satisfaction. Full insurance and extending benefits to partially cover both inpatients and outpatients with low co-payment is recommended to increase satisfaction.
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Razak, Muhammad Ajib Abd, Azman Ismail, Evgenyia Ershova, Sri Rahayu Hijrah Hati, and Osman Kursat Acar. "PATIENT SATISFACTION AS A MEDIATOR BETWEEN INTERACTION QUALITY OF SERVICE DELIVERY AND PATIENT LOYALTY IN MILITARY HOSPITALS." Journal of Southwest Jiaotong University 57, no. 1 (February 28, 2022): 282–93. http://dx.doi.org/10.35741/issn.0258-2724.57.1.26.
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Military hospitals are unique and different from public and private hospitals where they have been established to safeguard national security and defense. They offer the best physiological and psychological health treatments for special user groups, namely army families, defense personnel, veteran armies, and non-army patients who have critical health problems that need special treatments. Surprisingly, some findings of the present military health management studies circulated in the 21st century reveal that the ability of health personnel to implement interaction quality in delivering health services will strongly invoke patient satisfaction. As a result, this satisfaction may lead to higher patient loyalty. Even though this relationship has extensively been researched, the mediating effect of patient satisfaction is not thoroughly discussed in the military health literature. Thus, this study attempts to evaluate the link between interaction quality of service delivery, patient satisfaction, and patient loyalty. Self-administered questionnaires were collected from patients at military hospitals in West Malaysia. The SmartPLS is utilized to assess the quality of the study instrument and test the research hypotheses. The outcomes of structural equation modeling revealed that patient satisfaction has mediated the relationship between interaction quality of service delivery and patient loyalty. This result may be utilized as important recommendations by practitioners to understand different paradigms of interaction quality of service delivery and plan a social-based health quality management to maintain and achieve the organizational strategy and goals in a time of global competition. In terms of novelty, the current study is the only study in Malaysia thus far that examines the mediating role of patients' satisfaction between interaction quality and patient loyalty in the context of a military hospital.
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Tan, Christine Nya-Ling, Adedapo Oluwaseyi Ojo, Jun-Hwa Cheah, and T. Ramayah. "Measuring the Influence of Service Quality on Patient Satisfaction in Malaysia." Quality Management Journal 26, no. 3 (June 25, 2019): 129–43. http://dx.doi.org/10.1080/10686967.2019.1615852.
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Cheng San, Ng Annie. "Service Quality and Patient satisfaction in Lean hospitals, Malaysia during the Covid-19 pandemic." Malaysian Journal of Social Sciences and Humanities (MJSSH) 7, no. 5 (May 16, 2022): e001501. http://dx.doi.org/10.47405/mjssh.v7i5.1501.
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Patient satisfaction and healthcare service quality are tied together. During Covid-19 pandemic, Lean hospitals have experienced numerous of issues, resulting in drop in service quality and severe impact on patient satisfaction. To understand the patient expectation during the pandemic, service quality of Lean hospitals are further evaluate with employing the SERVQUAL model. 467 questionnaires were collected from the outpatient in the 52 Lean hospitals using non-probability quota sampling method. From the Partial least squares structural equation modelling (PLS-SEM) findings shows that all service quality aspects, reliability, assurance, tangibles, empathy and responsiveness has significant relationship with patient satisfaction. Particularly, patients view empathy as the most significant factor in service quality during the pandemic, whereas the healthcare reliability is discovered to have less influence in explaining the patient satisfaction. A success healthcare system's primary purpose is to ensure all people receive high service quality, respectful treatment and satisfaction to protect their health and well-being. Therefore, the findings provide valuable insights on the perception and expectation of patient towards the healthcare service quality measurement for future improvement. To safeguard the patient satisfaction, Lean hospitals must ensure that (1) sufficient care and attention given to patient to serve patient’s best interests, (2) be responsive to assist and provide prompt services, (3) regularly monitor and ensure the equipment condition and the healthcare environment are clean and appealing, (4) provide professional service throughout interactions to reassure patient with skills and knowledge, and (5) provide timely service with a high accuracy and consistency of medical information.
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Ahmed, Selim, Noor Hazilah Abd Manaf, and Rafikul Islam. "Measuring quality performance between public and private hospitals in Malaysia." International Journal of Quality and Service Sciences 9, no. 2 (June 19, 2017): 218–28. http://dx.doi.org/10.1108/ijqss-02-2017-0015.
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Purpose This study aims to measure quality performance of the Malaysian hospitals based on eight items, namely, progress of quality management, medical service cost, reduce errors in medical services, patient waiting time, reduce waste in processes, patient complaint, employee job satisfaction and patient satisfaction. Mainly, it identifies difference or conformance between public and private hospitals on quality performance. Design/methodology/approach This study distributed 1,007 self-administered survey questionnaires to the hospital staff (i.e. doctors, nurses, pharmacists and medical laboratory technologists), resulting in 438 useful responses (43.5 per cent response rate). Research data were analysed based on descriptive analysis and independent samples’ t-tests using SPSS version 23. Findings The findings of this study indicate that there are significant differences between public and private hospital staff on progress of quality improvement process, patient satisfaction and cost of the medical services. Private hospital staff believed that their hospital’s quality management process and patient satisfaction has been improved over the past years compared to public hospital. However, private hospital staff does not perceive their medical service cost has been reduced over the past years compared to public hospital. Research limitations/implications This research focused solely on quality performance of the Malaysian health sector and, thus, the results might not be applicable to other countries. Originality/value Present research findings provide guidelines for enhancing quality performance in Malaysian public and private healthcare sectors and other countries.
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Shariffah Syafiqah Aljunid, Nurul Nabilah Huda Mohamad Shukri, Mohd Zafrullah Mohd Taib, and Zanariah Abu Samah. "DETERMINANTS OF PATIENT SATISFACTION ON INTERIOR DESIGN QUALITY OF PUBLIC HOSPITALS IN MALAYSIA." Malaysian Journal of Public Health Medicine 20, no. 2 (October 1, 2020): 233–41. http://dx.doi.org/10.37268/mjphm/vol.20/no.2/art.800.
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Being in a hospital can be a stressful experience especially to the patients. The importance of design quality as a trigger to patients' satisfaction is becoming a topic of significant relevance as it also impacts the building operation. This study aims to determine the factors influencing the patients' satisfaction toward the interior design quality of inpatient units at public hospitals in Malaysia. Self-administered questionnaires were distributed among 483 inpatients from 5 Obstetrics and Gynaecology wards at public hospitals in the Klang Valley region. The Structural Equation Model (SEM) technique was applied to examine the causal relationship and to test the hypothesis of the patients' satisfaction toward the interior design quality. The results revealed that space planning (β = 0.265), lighting (β = 0.263), furniture (β = 0.243), and color (β = 0.138) have a significantly positive effect on patients' satisfaction toward the interior design quality. Whereas way-finding, safety, air quality and accessibility have no significant effect on the patients' satisfaction. This study concludes that certain qualities of interior design have great impact on patients' satisfaction. The findings proved that revamping the inpatient units' space planning can lead to significant patient experience improvements, while the aspect of accessibility is the least concern to the patients when they stay in the hospital. This study provides input to help designers, architects and hospital planners to evaluate their priorities in planning and designing better hospitals in the future.
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A. Rahim, Afiq Izzudin, Mohd Ismail Ibrahim, Kamarul Imran Musa, and Sook-Ling Chua. "Facebook Reviews as a Supplemental Tool for Hospital Patient Satisfaction and Its Relationship with Hospital Accreditation in Malaysia." International Journal of Environmental Research and Public Health 18, no. 14 (July 13, 2021): 7454. http://dx.doi.org/10.3390/ijerph18147454.
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Patient satisfaction is one indicator used to assess the impact of accreditation on patient care. However, traditional patient satisfaction surveys have a few disadvantages, and some researchers have suggested that social media be used in their place. Social media usage is gaining popularity in healthcare organizations, but there is still a paucity of data to support it. The purpose of this study was to determine the association between online reviews and hospital patient satisfaction and the relationship between online reviews and hospital accreditation. We used a cross-sectional design with data acquired from the official Facebook pages of 48 Malaysian public hospitals, 25 of which are accredited. We collected all patient comments from Facebook reviews of those hospitals between 2018 and 2019. Spearman’s correlation and logistic regression were used to evaluate the data. There was a significant and moderate correlation between hospital patient satisfaction and online reviews. Patient satisfaction was closely connected to urban location, tertiary hospital, and previous Facebook ratings. However, hospital accreditation was not found to be significantly associated with online reports of patient satisfaction. This groundbreaking study demonstrates how Facebook reviews can assist hospital administrators in monitoring their institutions’ quality of care in real time.
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Othman, Elza, Vincent Giampietro, and Mahadzirah Mohamad. "PATIENT SATISFACTION WITH TELECONSULTATION DURING COVID-19 PANDEMIC: A DESCRIPTIVE STUDY FOR MENTAL HEALTH CARE IN MALAYSIA." Malaysian Journal of Public Health Medicine 21, no. 2 (August 28, 2021): 243–51. http://dx.doi.org/10.37268/mjphm/vol.21/no.2/art.971.
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The recent novel coronavirus disease 2019 (COVID-19) outbreak has led health care providers to shift rapidly from on-site consultation towards teleconsultation. However, knowledge about patient satisfaction with teleconsultation, particularly for mental health care, is limited and demands further investigation. This study aimed to evaluate patient satisfaction with teleconsultation in mental health care during the COVID-19 pandemic. The study also aimed to identify the leading contributing factors to patient satisfaction with teleconsultation. A convenience sampling method was employed. An online survey was conducted between June 8 and August 3, 2020. A 14-item questionnaire was used to assess the patient's level of satisfaction in four domains of satisfaction. A total of 106 questionnaires were received. Respondents reported a high level of satisfaction with teleconsultation. The convenience of not having to travel to the health center for consultation was the leading contributing factor to patient satisfaction with teleconsultation. However, patients reported that they were least satisfied with teleconsultation because they could not express their feelings deeply to the provider. The current study provides preliminary evidence that teleconsultation may be a satisfactory mode of communication during the COVID-19 pandemic for mental health care in Malaysia. Most importantly, consultation in mental health care should carry on to be performed remotely to prevent the spread of infectious disease. Future research is warranted to provide a better understanding of other factors contributing to patient satisfaction with teleconsultation and ways to improve them.
Conference papers on the topic "Patient satisfaction Malaysia Arau"
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Wardani, Arista Kusuma. "Interprofessional Collaboration on Mental Health: A Scoping Review." In The 7th International Conference on Public Health 2020. Masters Program in Public Health, Universitas Sebelas Maret, 2020. http://dx.doi.org/10.26911/the7thicph.04.26.
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ABSTRACT Background: The increasing prevalence rate of mental illness due to demographic changes became the burden of disease in primary health care. Effective interprofessional collaboration strategies are required to improve professional welfare and quality of care. Interdisciplinary teamwork plays an important role in the treatment of chronic care, including mental illness. This scoping review aimed to investigate the benefit and barrier of interprofessional collaboration approach to mental health care. Subjects and Method: A scoping review method was conducted in eight stages including (1) Identification of study problems; (2) Determining priority problem and study question; (3) Determining framework; (4) Literature searching; (5) Article selection; (6) Critical appraisal; (7) Data extraction; and (8) Mapping. The search included PubMed, ScienceDirect, and Willey Online library databases. The inclusion criteria were English-language, full-text, and free access articles published between 2010 and 2020. The data were reported by the PRISMA flow chart. Results: A total of 316 articles obtained from the search databases, in which 263 articles unmet the inclusion criteria and 53 duplicates were excluded. Based on the selected seven articles, one article from a developed country (Malaysia), and six articles from developing countries (Australia, Canada, Belgium, Norway) with quantitative (cross-sectional, surveillance) and qualitative study designs. The reviewed findings were benefit and barrier of interprofessional collaboration on mental health. Benefits included improve quality of care, increase job satisfaction, improve patient health status, increase staff satisfaction, increase performance motivation among employees, as well as shorter duration of treatment and lower cost. Barriers included hierarchy culture, lack of resources, lack of time, poor communication, and inadequate training. Conclusion: Interprofessional teamwork and collaboration have been considered an essential solution for effective mental health care. Keywords: interprofessional collaboration, benefit, barrier, mental health Correspondence: Arista Kusuma Wardani. Universitas ‘Aisyiyah Yogyakarta. Jl. Siliwangi (Ring Road Barat) No. 63 Mlangi, Nogotirto, Gamping, Sleman, Yogyakarta, 55292. Email: wardanikusuma1313@gmail.com. Mobile: +6281805204773 DOI: https://doi.org/10.26911/the7thicph.04.26