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.
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Aminuddin, Nur Farhana, Reena Kumari Vijayakumaran, and Shariza Abdul Razak. "Patient Satisfaction With Hospital Food service and its Impact on Plate Waste in Public Hospitals in East Malaysia." Hospital Practices and Research 3, no. 3 (May 20, 2018): 90–97. http://dx.doi.org/10.15171/hpr.2018.20.
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Background: Foodservice is an important issue in hospital settings, and patients’ levels of satisfaction are often indicated by consumption and plate waste. Objective: The current study compared patient satisfaction in hospital areas and other factors and determined the relationship between patient satisfaction and plate waste. Methods: This quantitative research was performed in four East Malaysian public hospitals. Patients at these hospitals were asked to complete a questionnaire which had three parts: A) general information, B) patient satisfaction questionnaire (Acute Care Hospital Foodservice Patient Satisfaction Questionnaire), and C) plate waste scale (Comstock 6-point scale). Results: A total of 189 patients participated. The results indicated that overall, 53.3%, 29.3%, 14.1%, 2.7%, and 0.5% of respondents rated the hospital foodservice as okay, good, poor, very good, and very poor, respectively. Average plate waste was 35% for all hospitals, and only 11% of patients finished all the food served. Satisfaction with hospital food differed according to the catering system (in-house and outsourced). However, the results also indicated that satisfaction with hospital foodservice was not significantly related to food wastage (r=-0.018, n=189, P=0.809). Conclusion: Various factors in hospital foodservice, especially food quality, should be improved to motivate patients to consume hospital food.
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Khairul Salleh Abdul Basit and Suhaidah Hussain. "EXPLORING THE INFLUENCE OF SERVICE QUALITY (SQ) ON PATIENT SATISFACTION (PS): A CASE STUDY OF UNIVERSITI MALAYSIA PAHANG HEALTH CENTRE (UMPHC)." International Journal of Industrial Management 15, no. 1 (November 30, 2022): 26–37. http://dx.doi.org/10.15282/ijim.15.1.2022.8997.
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Patient satisfaction and healthcare service quality has been studied for ages. Primary care centre such as UMP Health Centre (UMPHC) is the intermediaries between patients and hospital referral. Hence, they have the most contact and influence on customers because they are convenient and strategic, and become the primary direct contact with patients on a daily basis, especially the university community. As healthcare organizations are trying to improve their return on investment, UMPHC has started to implement steps in curbing patient dissatisfaction issues with the study of service quality and patient satisfaction. In this paper, the author looks into the dimensions of service quality that influence patient satisfaction in their visits and appointments at UMPHC. The impact of various service quality dimensions on patient satisfaction is studied to understand how those factors relate to the patient’s expectations and perceptions. In this qualitative case study, semi-structured interviews were conducted with fourteen students and four staff who visited UMPHC and the results were analyzed through thematic analysis. In this research, seven themes namely responsiveness, reliability, assurance, empathy, tangible, technical quality, and elements that could improve patient satisfaction are created which further branches to a total of 21 sub-themes. The location of UMPHC or accessibility to the services, dental services, staff’s attitude and communication skills, consistency in following the standard operating procedures, waiting time, technical quality as well as health education were amongst the most important factors affecting patient satisfaction. The UMPHC health managers are recommended to focus on the above aspects and implement appropriate management decisions to improve patient satisfaction.
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Rahim, Afiq Izzudin A., Mohd Ismail Ibrahim, Kamarul Imran Musa, Sook-Ling Chua, and Najib Majdi Yaacob. "Patient Satisfaction and Hospital Quality of Care Evaluation in Malaysia Using SERVQUAL and Facebook." Healthcare 9, no. 10 (October 14, 2021): 1369. http://dx.doi.org/10.3390/healthcare9101369.
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Social media sites, dubbed patient online reviews (POR), have been proposed as new methods for assessing patient satisfaction and monitoring quality of care. However, the unstructured nature of POR data derived from social media creates a number of challenges. The objectives of this research were to identify service quality (SERVQUAL) dimensions automatically from hospital Facebook reviews using a machine learning classifier, and to examine their associations with patient dissatisfaction. From January 2017 to December 2019, empirical research was conducted in which POR were gathered from the official Facebook page of Malaysian public hospitals. To find SERVQUAL dimensions in POR, a machine learning topic classification utilising supervised learning was developed, and this study’s objective was established using logistic regression analysis. It was discovered that 73.5% of patients were satisfied with the public hospital service, whereas 26.5% were dissatisfied. SERVQUAL dimensions identified were 13.2% reviews of tangible, 68.9% of reliability, 6.8% of responsiveness, 19.5% of assurance, and 64.3% of empathy. After controlling for hospital variables, all SERVQUAL dimensions except tangible and assurance were shown to be significantly related with patient dissatisfaction (reliability, p < 0.001; responsiveness, p = 0.016; and empathy, p < 0.001). Rural hospitals had a higher probability of patient dissatisfaction (p < 0.001). Therefore, POR, assisted by machine learning technologies, provided a pragmatic and feasible way for capturing patient perceptions of care quality and supplementing conventional patient satisfaction surveys. The findings offer critical information that will assist healthcare authorities in capitalising on POR by monitoring and evaluating the quality of services in real time.
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Rahim, Afiq Izzudin A., Mohd Ismail Ibrahim, Kamarul Imran Musa, Sook-Ling Chua, and Najib Majdi Yaacob. "Patient Satisfaction and Hospital Quality of Care Evaluation in Malaysia Using SERVQUAL and Facebook." Healthcare 9, no. 10 (October 14, 2021): 1369. http://dx.doi.org/10.3390/healthcare9101369.
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Social media sites, dubbed patient online reviews (POR), have been proposed as new methods for assessing patient satisfaction and monitoring quality of care. However, the unstructured nature of POR data derived from social media creates a number of challenges. The objectives of this research were to identify service quality (SERVQUAL) dimensions automatically from hospital Facebook reviews using a machine learning classifier, and to examine their associations with patient dissatisfaction. From January 2017 to December 2019, empirical research was conducted in which POR were gathered from the official Facebook page of Malaysian public hospitals. To find SERVQUAL dimensions in POR, a machine learning topic classification utilising supervised learning was developed, and this study’s objective was established using logistic regression analysis. It was discovered that 73.5% of patients were satisfied with the public hospital service, whereas 26.5% were dissatisfied. SERVQUAL dimensions identified were 13.2% reviews of tangible, 68.9% of reliability, 6.8% of responsiveness, 19.5% of assurance, and 64.3% of empathy. After controlling for hospital variables, all SERVQUAL dimensions except tangible and assurance were shown to be significantly related with patient dissatisfaction (reliability, p < 0.001; responsiveness, p = 0.016; and empathy, p < 0.001). Rural hospitals had a higher probability of patient dissatisfaction (p < 0.001). Therefore, POR, assisted by machine learning technologies, provided a pragmatic and feasible way for capturing patient perceptions of care quality and supplementing conventional patient satisfaction surveys. The findings offer critical information that will assist healthcare authorities in capitalising on POR by monitoring and evaluating the quality of services in real time.
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Nordin, Noorfariza, Suhaily Mohd Hairon, Najib Majdi Yaacob, Anees Abdul Hamid, and Norzaihan Hassan. "Effects of FamilyDoctor Concept and Doctor-Patient Interaction Satisfaction on Glycaemic Control among Type 2 Diabetes Mellitus Patients in the Northeast Region of Peninsular Malaysia." International Journal of Environmental Research and Public Health 17, no. 5 (March 9, 2020): 1765. http://dx.doi.org/10.3390/ijerph17051765.
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The implementation of Family Doctor Concept (FDC) to restructure the primary healthcare systems in Malaysia were expected to enhance patient’s satisfaction on doctor-patient interaction and subsequently improved glycaemic control among Type 2 Diabetes Mellitus (T2DM) patients. Thus, this study aims to determine the difference in doctor-patient interaction satisfaction between T2DM patients attended FDC-implemented clinic vs non-FDC clinics, and to determine the association between FDC-implemented clinic and doctor-patient interaction satisfaction towards glycaemic control. A cross-sectional study was conducted throughout 10 districts in Kelantan from February until May 2019 using interview-guided Skala Kepuasan Interaksi Perubatan-11 (SKIP-11) and proforma checklist. Data were analyzed using SPSS ver.24. Chi-square statistic used to determine the difference in doctor-patient interaction satisfaction between both clinics type. Multiple logistic regression used to examine the association between FDC-implemented clinic and doctor-patient interaction satisfaction towards glycaemic control. Twenty primary health clinics involved, and 772 T2DM patients recruited. FDC clinics attendees has higher proportion of satisfaction (40.1%) compared to non-FDC attendees (33.7%) (p = 0.070). Multiple logistic regression confirmed the association of FDC-implemented health clinics (Adj. OR 1.63, p = 0.021), and doctor-patients interaction satisfaction (Adj. OR 1.77, p = 0.005) towards glycaemic control. Hence, strengthening of FDC in primary healthcare and improve the doctor-patient interaction satisfaction were essential to escalate good glycaemic control.
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Ismail, Aniza, Yan Nee Gan, and Norfazilah Ahmad. "Factors associated with patient satisfaction towards pharmacy services among out-patients attending public health clinics: Questionnaire development and its application." PLOS ONE 15, no. 11 (November 10, 2020): e0241082. http://dx.doi.org/10.1371/journal.pone.0241082.
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Introduction Patient satisfaction is widely used to measure quality of healthcare by identifying potential areas for improvement. Aim of study is to assess patient satisfaction towards pharmacy services and its associated factors using newly developed questionnaire among outpatients attending public health clinics. Materials and methods Public Health Clinic Patient Satisfaction Questionnaire (PHC-PSQ) towards pharmacy services was developed using exploratory factor analysis and Cronbach’s α. A cross-sectional study was conducted among 400 patients visiting the pharmacy in three randomly selected public health clinics recruited via systematic random sampling. Data was collected using a set of questionnaire including PHC-PSQ. Factors associated with patient satisfaction was analysed using multiple linear regression. Results Final PHC-PSQ consisted of three domains (administrative competency, technical competency and convenience of location) and 22 items with 69.9% total variance explained. Cronbach's α for total items was 0.96. Total mean score for patient satisfaction was 7.56 (SD 1.32). Older age and higher education were associated with lower patient satisfaction mean score. Patients who had visited the pharmacy more than once in the past three months, perceived to be in better health status and had a more correct general knowledge of pharmacists expressed higher patient satisfaction mean score. Conclusions PHC-PSQ is a newly developedtool to measure patient satisfaction towards pharmacy services in public health clinics in Malaysia. Patient satisfaction was relatively high. Age, education, frequency of visit, self-perceived health status and general knowledge of pharmacists were factors significantly associated with patient satisfaction.
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Khairuddin, Nurul Nadzirah, and Salmi Ab Aziz. "Relative Caregivers’ Satisfaction towards Nursing Care of Neuro Patients in Hospital Universiti Sains Malaysia (USM)." Asian Journal of Medicine and Biomedicine 6, S1 (November 10, 2022): 197–200. http://dx.doi.org/10.37231/ajmb.2022.6.s1.585.
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Over the past decade, the provision of medical care had received increased attention in the general critical care community [1]. In the neurointensive care unit (neuro ICU), it is important to build a good rapport with their family member as the patient unable to decide for themselves. Assessing relative satisfaction level toward nursing care of neuro patients provides a way to determine whether the nursing care goals were attained. Directly measuring this in patients in the neuro ICU is difficult because of their clinical status. Thus, relative (surrogate) satisfaction is used as a proxy measure [3].
The satisfaction survey, Family Satisfaction-ICU (FS-ICU), has been thoroughly validated in the general critical care population [2]. The survey has been used in many countries which helped in improving the satisfaction of care of the relative caregivers with nursing care [4]. The assessment of the level of satisfaction among relative caregivers towards nursing care is important to enhance the decision-making for the patients. The current study aimed to assess the level of satisfaction among relative caregivers towards nursing care of neuro patients and to determine the relationship between the satisfaction among relative caregivers towards nursing care and decision-making related to patient care in neuro ICU, Hospital USM.
The study was conducted in the neuro ICU ward, Hospital USM. A cross-sectional study was conducted among 80 respondents using the Malay version of the Family Satisfaction Intensive Care Unit (FS-ICU) questionnaire. The statistical analysis was conducted using descriptive statistics and the Pearson correlation test. There are three items to measure the satisfaction level among relative caregivers towards nursing care which are concern and quality of care toward patients; the service and efforts in meeting their needs; and skills, care, and the atmosphere in the ICU. These items were given the score of 1-5 (very dissatisfied) and 6-10 (very satisfied).
In this study, a total of 80 patients’ relatives were included. The sociodemographic characteristics and the frequency of distribution among participants and their percentage were shown in Table 1. The items for service and effort in meeting their needs (Question 1-6) showed the highest mean score, 9.21 (SD=0.58). Next, the concern and quality of care towards patients (Question 7-12) stated a mean score of 9.20 (SD=0.56), and the items for skills, care, and the atmosphere in the ICU (Question 13-18) stated a mean score of 8.71 (SD=0.71). Taken together, the relative caregivers were satisfied with the treatment and care for the patient. The scores of a single item of the FS-ICU were presented in Table 2. There was a significant correlation between the satisfaction level among relative caregivers towards nursing care and decision-making related to patient care in the neuro ICU, Hospital USM (r = 0.805, p < 0.001) (Table 3).
A previous study reported a significant improvement in client satisfaction scores when a proper education of staff and the development of good strategies for addressing the concerns of family members were applied [5]. Furthermore, the delivery of nursing care was improved by identifying the right communication technique for patients’ care with their relatives [5]. The nurses also created an awareness of good communication with patients’ family members to reduce their anxiety regarding patients’ current progress of treatment [5]. In general, collaboration in deciding has been promoted to incorporate patient and family preferences into the customized treatment plan for an individual [6]. Taken together, a high satisfaction level with the collaboration in decision-making shown in this study might use to enhance the opportunity to improve the satisfaction level among relative caregivers in the ICU.
In conclusion, relative caregivers’ satisfaction has become an important measurement in improving the quality of care for patients in neuro ICU wards. They are expecting the nurses to give the best quality of care to their family members’ despite being unable to express their wishes, lack of knowledge, and fear. Hence, nurses play a major role in understanding the relatives’ concerns and needs in determining the best decision-making for the patients.
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Ariffin, Ahmad Azmi M., Norzalita A. Aziz, Norhayati M. Zain, and Bama V. V. Menon. "Antecedents and Consequences of Patient Satisfaction in the Context of Private Hospitalization Services." WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS 19 (January 14, 2022): 259–68. http://dx.doi.org/10.37394/23207.2022.19.24.
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This study aims to investigate the impacts of perceived quality and perceived value on patient satisfaction as well as the influence of patient satisfaction on hospital’s brand image, patient loyalty and word-of-mouth intention in the context of private hospitalization services. With regards to the conceptualization of perceived quality, this study also attempts to uncover the underlying dimensions of hospitalization quality in the specific context of private hospital. This study surveyed 254 patients who were admitted for at least three days at private hospital in Malaysia, revealing that patient satisfaction with hospitalization services could be explained directly or indirectly by five hospitalization quality domains namely outcome quality, rights and privacy, medical quality, service quality, and servicescape. The findings of this study also show that patient satisfaction has significant impacts on all the three consequences variables – brand image, patient loyalty and WoM intention. The two major contributions of this study include the conceptualization of hospitalization quality domains and the newly developed measurement of perceived value in the context of profit-oriented healthcare institutions.
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Idris, Sidah, Fui Kiun Choong, Rini Suryati Sulong, and Oscar Dausin. "PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOURAL INTENTIONS TOWARDS HOSPITAL IN SABAH." International Journal of Supply Chain, Operation Management and Logistics 1, no. 2 (December 10, 2020): 21–35. http://dx.doi.org/10.35631/ijscol.12003.
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The Health system in Malaysia including hospitals, clinics, and community health agencies can be very different from other operational work environments. Healthcare systems are complex and there are many things that need to know about types of hospital operation systems, patient care, insurance, healthcare providers, and legal issues. This study aimed at examining the relationship between perceived service quality, customer satisfaction, and behavioural intentions in the context of the hospital in Sabah, Malaysia. Information from 208 respondents was used through questionnaires for the purposed of statistical data analysis using SmartPLS. The result showed only tangibles and empathy supports behavioural intentions in relation to the retail pharmacy within Malaysia. This study tested relationships of tangibles, assurance, and empathy with customer satisfaction respectively were shown to be significantly positive as well. A positive relationship between customer satisfaction and behavioural intentions was also observed in this study. As for the mediation analysis, the outcome indicated that tangibles, assurance, and empathy respectively have an indirect relationship with behavioural intentions mediated by customer satisfaction. Additional findings also showed that, while the direct effects of empathy on behavioural intentions were significant, the indirect impact was noted to be greater for behavioural intentions in connection with customer satisfaction as mediation. The result also showed that relative to other perceived service quality, empathy has the most impact on customer satisfaction as well as behavioural intentions respectively. The findings from this study significant to this industry which contribute to policymakers, service providers, and other stakeholders.
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Abd Manaf, Noor Hazilah, Husnayati Hussin, Puteri Nemie Jahn Kassim, Rokiah Alavi, and Zainurin Dahari. "Country perspective on medical tourism: the Malaysian experience." Leadership in Health Services 28, no. 1 (February 2, 2015): 43–56. http://dx.doi.org/10.1108/lhs-11-2013-0038.
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Purpose – The study seeks to explore the perception of international patients on Malaysia as a medical tourism destination country, as well as overall patient satisfaction, perceived value and future intention for repeat treatment and services. Design/methodology/approach – Self-administered questionnaire was the main method of data collection. The survey covered major private hospitals in medical tourists’ states in the country, namely, Penang, Melaka, Selangor and Kuala Lumpur. Convenience sampling was used due to the condition of patients as respondents. Findings – Indonesian patients formed the largest majority of international patients in the country. Five dimensions of medical tourism in Malaysia was identified, namely, hospital and staff, country factor, combining tourism and health services, cost saving and insurance and unavailability of treatment. Of these, hospital and staff was found to be the most important factor for the patients. Perception of value, overall satisfaction and intention for future treatment was also found to be high. This indicates that Malaysia is on the right footing in this burgeoning industry. Practical implications – Findings from the study will enable policy-makers to better position Malaysia as a medical tourist destination country. Originality/value – Medical tourism is a recent phenomenon and very little empirical research has been carried out at the patient level. This study is one of the first few studies which seek to explore medical tourism from the perspective of the patients themselves.
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Mohamad Noh, Nur Reza, Geng-Yi Yong, Siew-Ting Lee, Kui-Feng Low, and Shin-Wei Pan. "Patient satisfaction of pterygium surgery using fibrin glue versus suture autograft." Asian Journal of Ophthalmology 16, no. 3 (January 17, 2019): 186–92. http://dx.doi.org/10.35119/asjoo.v16i3.511.
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Purpose: To compare pterygium surgery with fibrin glue autografts and sutured autografts in terms of length of surgery time and postoperative patient satisfaction.
Methods: All pterygium operations performed at Sibu Hospital (Sarawak, Malaysia) between October 1, 2012 and September 30, 2013 were included.
Results: Eighty-one cases were included in the study. The fibrin glue group and suture group had 33 and 48 cases, respectively. The mean age of the patients was 50.56 (SD: 7.61). The fibrin glue group had a shorter mean duration of surgery (17.18 minutes, SD: 10.66) compared to the suture group (22.60 minutes, SD: 12.88) (P = 0.05). Patient satisfaction at first week review was 93.9% for the fibrin glue group and 75.0% for the suture group (P = 0.027, OR 5.2 [95%CI: 1.1, 24.9]). Patient satisfaction at sixth week review was 97.0% for the fibrin glue group and 77.1% for the suture group (P = 0.023, OR 9.5 [95%CI: 1.2, 77.8]). There was no serious adverse event in this study population.
Conclusion: Fibrin glue has shorter mean duration of surgery and significantly higher patient satisfaction at first week and sixth week post-pterygium surgery compared to the suture technique.
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Abd Aziz, A., N. Izyan Farhana Nordin, N. Mohd Noor, N. Bachok, and S. Nor Ismalina Isa. "Psychometric properties of the 'Skala Kepuasan Interaksi Perubatan-11' to measure patient satisfaction with physician-patient interaction in Malaysia." Family Practice 31, no. 2 (December 6, 2013): 236–44. http://dx.doi.org/10.1093/fampra/cmt062.
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Muhammad Nur, Anisa, and Herman Shah Anuar. "The Relationship Between Job Burnout and Job Satisfaction: Health Care Industry Perspectives." Vol 12 No 1 (2020) 1, Number 1 (June 30, 2020): 46–71. http://dx.doi.org/10.32890/gbmr2020.12.1.3.
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The healthcare industry is becoming one of the most growing concerns among people in Malaysia. This industry is expected to provide efficient and effective services to the community. This study is aimed to examine the relationship between the dimension job burnout, which includes emotional exhaustion, personal accomplishment, and depersonalization with job satisfaction among healthcare providers in the healthcare industry at the northern part of Malaysia. A quantitative methodology was applied in this study where 200 questionnaires had been distributed. Only 171 questionnaires were collected and returned back. Out of that number, only 156 questionnaires were fit to be analysed. It was found that all of the burnout dimensions (emotional exhaustion, depersonalization, and personal accomplishment) have a significant relationship to job satisfaction. Multiple Regression analyses have found that 2 of the independent variables had a negative relationship with job satisfaction (emotional exhaustion and depersonalization). Personal accomplishment is the most significant and had a strong relationship with job satisfaction. It is recommended for future research to conduct qualitative research to find diversity in the result, emphasising on other professions, including a firefighter, police officer, custom immigration officer, or any other enforcement profession which seems to have an issue with job burnout. It is challenging to conduct this research due to the geographical location since the location for this study is in the northern part of Malaysia. It involves many hospitals, clinics as well as patient-oriented personnel. On the other hand, future research may include a bigger number of medical and healthcare personnel all over Malaysia to get a better generalisation. A wider scope of the population will provide better findings that cover all spectrum of the healthcare provider.
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Rahman, Muhammad Khalilur, Noor Raihani Zainol, Noorshella Che Nawi, Ataul Karim Patwary, Wan Farha Wan Zulkifli, and Md Mahmudul Haque. "Halal Healthcare Services: Patients’ Satisfaction and Word of Mouth Lesson from Islamic-Friendly Hospitals." Sustainability 15, no. 2 (January 12, 2023): 1493. http://dx.doi.org/10.3390/su15021493.
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This study aims to investigate the impact of halal healthcare attributes, intrinsic value, and extrinsic value on satisfaction, and explores how patient satisfaction with halal healthcare services influences word of mouth (WOM) to others. The cross-sectional survey was conducted in two cities with four Islamic-friendly hospitals across Malaysia. This study used purposive and non-probability random sampling methods. Partial least square (PLS) technique was used for data analysis of 309 Muslim patients with a response rate of 61.8%. Findings revealed that hospital’s halal healthcare attributes (β = 0.225, p < 0.01), hospital’s intrinsic value (β = 0.432, p < 0.01), and hospital’s extrinsic value (β = 0.196, p < 0.01) have significant influence on patient satisfaction with halal healthcare service, which in turn reflects the WOM to others (β = 0.692, p < 0.01). The results identified that satisfaction mediates the effect of hospital’s halal attributes, as well as hospital’s intrinsic and extrinsic values on WOM. These findings will contribute to healthcare service providers and academicians for further study to improve a framework for establishing a standard for halal healthcare service for patient satisfaction and WOM to others in Islamic-friendly hospitals.
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Rahman, Md Mizanur, Deburra Peak Ngadan, and Mohd Taha Arif. "SATISFACTION ON DELIVERY CARE SERVICES AMONG RURAL WOMEN IN SARAWAK, MALAYSIA: A CROSS-SECTIONAL COMMUNITY-BASED STUDY." Indonesian Journal of Public Health 15, no. 2 (August 4, 2020): 201. http://dx.doi.org/10.20473/ijph.v15i2.2020.201-211.
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The improvement of quality in maternity care services is an effective strategy to reduce maternal mortality. The utilisation of the maternity services and its satisfaction indirectly measure the quality of services. This study aimed to assess the level of satisfaction with delivery care and also to identify the factors influencing the satisfaction among women on the quality of delivery care services in Sarawak. A cross-sectional study was conducted in the three main zones of Sarawak, Malaysia. A total of 1236 completed data were analysed. Data was collected using the validated Patient Satisfaction Questionnaire (PSQ-18, Short Form) by face to face interview. Data entry and analysis was done by SPSS version 22.0 software. A p-value of less than 0.05 was considered statistically significant. A multinomial logistic regression analysis revealed that Bidayuh ethnics were 28.6% less likely to have good satisfaction with delivery care than the other ethnic groups. The respondents were 1.806 times more likely to have the average satisfaction and 1.972 times more likely to have good satisfaction on delivery care if a doctor attended the latter. Similarly, the respondents were 2.29 times highly satisfied if the out of pocket expenses were less than MYR 91.50 (US $ 21.73) compared to 2.10 times in average satisfaction. Overall, the women were satisfied with the delivery care services. However, assessment of satisfaction with the services provided from the different level of health care professionals needs to be explored to gain a deeper understanding of maternal care.Keywords: Delivery Care, Level of satisfaction, Maternal Health Services, Sarawak.
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Nur Ida Fatihah Che Shalifullizam, Rahmat Hashim, and Sree Kala A/P Kunju Raman Nair. "PERSPECTIVES ON QUALITY OF CARE AND SATISFACTION AMONG GERIATRIC PATIENT-TOURIST: CASE STUDY IN KLANG VALLEY, MALAYSIA." Indonesian Journal of Social Research (IJSR) 3, no. 1 (April 14, 2021): 61–69. http://dx.doi.org/10.30997/ijsr.v3i1.97.
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Tourism is seen as a fast and booming industry in this age and is being conducted for a variety of purposes. Notably, the world medical tourism market has grown rapidly over the past decade and is expected to grow at an exponential rate, where one of the clear goals of geriatric medicine is to ensure that older people receive better healthcare, specifically, for high-quality patient care. This study identifies the Stimulus Organism Response (SOR) with the injecting of the Donabedian theory that influences the satisfaction of international, domestic, as well as foreign geriatric patient-tourists. Based on the Stimulus Organism Response (SOR) framework and the injecting of the Donabedian theory (2005) with the application of the non-probability sampling techniques that was used, an online questionnaire had been distributed among selected hospitals in the Klang Valley. Accordingly, the Smart PLS 3.3.2 was used to analyse the data for this study using the (SEM) approach, and from the online questionnaire that had been distributed, 139 data were used for further analysis. The findings showed that all the hypotheses (H1-H3) were supported. The expectation has positive effects leaning towards the confirmation and geriatric patient satisfaction; the confirmation is a mediator between expectation and the geriatric patient-tourist satisfactic.
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Kaur, Jaspal, Nobuyuki Hamajima, Eiko Yamamoto, Yu Mon Saw, Tetsuyoshi Kariya, Goh Cheng Soon, Ariyani Amin, Adilla Nur Halim, Farhana Abdul Aziz, and Suraya Hani Sharon. "Patient satisfaction on the utilization of traditional and complementary medicine services at public hospitals in Malaysia." Complementary Therapies in Medicine 42 (February 2019): 422–28. http://dx.doi.org/10.1016/j.ctim.2018.12.013.
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Lai, Pauline Siew Mei, Wen Wei Chung, Li Shean Toh, and Sajaratulnisah Othman. "Development and validation of an Ambulatory Care Patient Satisfaction Questionnaire to assess pharmacy services in Malaysia." International Journal of Clinical Pharmacy 40, no. 5 (August 29, 2018): 1309–16. http://dx.doi.org/10.1007/s11096-018-0721-x.
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Ismail, Leena, Norimah Ishak, and Normah Othman. "Malaysian Civilian Nurses in Military Hospitals." Malaysian Journal of Social Sciences and Humanities (MJSSH) 7, no. 3 (March 10, 2022): e001402. http://dx.doi.org/10.47405/mjssh.v7i3.1402.
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A job satisfaction study among civilian nurses was conducted in 3 Military Hospitals in Malaysia. A Participant convenient sample of n=172 was selected for statistical analysis and the response rate was 63.7 %. Responsibility, Staff Relation, Opportunity to Develop and Patient Care were domains identified that had high level of job satisfaction. Staff Relation domain was significant with the highest P- value among demographic data. The dataset was not distributed normally as the distribution was skewed left. The findings of the study revealed that there was significant positive relationship that showed general satisfaction among the domains. From the study it could be concluded that there was the influence of general satisfaction with all the reviewed elements. There was correlation with each other by 45% as indicated by the R2 value in the regression test.
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M Selvarajah, Thinakaran, Eiko Yamamoto, Yu Mon Saw, Tetsuyoshi Kariya, and Nobuyuki Hamajima. "Satisfaction With Health Care Services at the Pediatric Specialist Clinic of the National Referral Center in Malaysia: Cross-sectional Study of Caregivers’ Perspectives." JMIRx Med 3, no. 2 (May 25, 2022): e33025. http://dx.doi.org/10.2196/33025.
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Background The concept of customer satisfaction is gaining hold in all corporate sectors worldwide, and a satisfaction survey is used as a tool to discover service problems and as a chance for customers to rate their experience with health care services. A high degree of patient satisfaction with the services given has been found in numerous studies conducted in Malaysian public health care facilities. However, there is limited information available on caregiver satisfaction with pediatric clinics run by the Ministry of Health (MoH) of Malaysia. Objective This was the first research performed at a public hospital’s pediatric clinic, which was the first hospital to adopt the public-private-partnership model under the MoH, with the aim of discovering the prevalence and factors affecting the satisfaction of caregivers at the national referral center. Methods Cross-sectional research using the standard self-administered SERVQUAL questionnaire was conducted among caregivers accompanying their children to the clinic. The questionnaire consists of 16 paired statements to evaluate their expectations and experiences with the clinic services. Results A total of 459 caregivers were involved in this study with a majority aged between 30 and 39 years (n=254, 55.4%). Caregivers from the Indian community (adjusted odds ratio [AOR] 2.91, 95% CI 1.37-6.18) and lower income groups (AOR 2.94, 95% CI 1.87-4.64), and those with lower educational backgrounds (AOR 3.58, 95% CI 1.19-10.72) were more likely to be satisfied with the quality of pediatric clinic services. Housewives/househusbands (AOR 0.48, 95% CI 0.25-0.90), on the other hand, appeared less likely to be satisfied with the services provided during their visit to the clinic. Looking at overall patient satisfaction, 50.5% (n=232) of caregivers demonstrated satisfaction with the quality of services, compared to 49.5% (n=227) of dissatisfied respondents. Conclusions This paper suggests that, although most caregivers are satisfied with the services, greater emphasis must be placed on delivering reliable service in response to the MoH’s mission to provide quality and integrated people-centered health services in Malaysia.
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Thinh, Dang Huy Quoc, Wimonrat Sriraj, Marzida Mansor, Kian Hian Tan, Cosphiadi Irawan, Johan Kurnianda, Yen Phi Nguyen, et al. "Patient and Physician Satisfaction with Analgesic Treatment: Findings from the Analgesic Treatment for Cancer Pain in Southeast Asia (ACE) Study." Pain Research and Management 2018 (2018): 1–8. http://dx.doi.org/10.1155/2018/2193710.
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Aim. The aim of this study was to examine patients’ and physicians’ satisfaction, and concordance of patient-physician satisfaction with patients’ pain control status. Methods. This cross-sectional observational study involved 465 adults prescribed analgesics for cancer-related pain from 22 sites across Indonesia, Malaysia, Philippines, Singapore, Thailand, and Vietnam. Pain intensity, pain control satisfaction, and adequacy of analgesics for pain control were documented using questionnaires. Results. Most patients (84.4%) had stage III or IV cancer. On a scale of 0 (no pain) to 10 (worse pain), patients’ mean worst pain intensity over 24 hours was 4.76 (SD 2.47). More physicians (19.0%) than patients (8.0%) reported dissatisfaction with patient’s pain control. Concordance of patient-physician satisfaction was low (weighted kappa 0.36; 95% CI 0.03–0.24). Most physicians (71.2%) found analgesics to be adequate for pain control. Patients’ and physicians’ satisfaction with pain control and physician-assessed analgesic adequacy were significantly different across countries (P<0.001 for all). Conclusions. Despite pain-related problems with sleep and quality of life, patients were generally satisfied with their pain control status. Interestingly, physicians were more likely to be dissatisfied with patients’ pain control. Enhanced patient-physician communication, physicians’ proactivity in managing opioid-induced adverse effects, and accessibility of analgesics have been identified to be crucial for successful cancer pain management. This study was registered at ClinicalTrials.gov (identifier NCT02664987).
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Wu, Hung-Che, Xiaolian Chen, and Ya-Yuan Chang. "Fertility care quality and experiential relationship marketing: a case study of mainland Chinese fertility tourists to Malaysia." Asia Pacific Journal of Marketing and Logistics 33, no. 7 (January 8, 2021): 1648–66. http://dx.doi.org/10.1108/apjml-05-2020-0365.
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PurposeThis study examines the relationship between the dimensions of fertility care quality and the dimensions of experiential relationship marketing in fertility tourism.Design/methodology/approachThe data used in this study were based on a sample of 532 Mainland Chinese fertility tourists who received fertility care services in eight private fertility clinics in four Malaysian states, indicating that the proposed model fitted the data.FindingsFindings show that the dimensions of fertility care quality (professional skills, patient orientation and physical comfort) and experiential value positively influence experiential satisfaction. Additionally, experiential trust is positively influenced by both experiential satisfaction and experiential value. Also, experiential commitment is positively influenced by experiential satisfaction, experiential trust and experiential value.Practical implicationsFertility tourism service providers could focus on refining the dimensions of fertility care quality to improve experiential relationship marketing.Originality/valueThis paper provides the data that result in a better understanding of the relationship between the dimensions of fertility care quality and the dimensions of experiential relationship marketing in fertility tourism.
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Achmad Fauzi, Maya Sri Anindita, Juniawan Mandala Putra, Sarah Dewi Fakhrudin, Nila Putria, Anton Eka Saputra, and Georgeus Geraldo. "The Effect of Motivation, Job Satisfaction and Employee Commitment to Work from Home Applied by the Company during the Covid-19 Pandemic (Case Study on Employees who have worked for more than 5 years)." Jurnal Manajemen Bisnis Eka Prasetya Penelitian Ilmu Manajemen 8, no. 2 (September 1, 2022): 160–67. http://dx.doi.org/10.47663/jmbep.v8i2.249.
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The Covid-19 pandemic itself entered Indonesia in March 2020, starting with a patient who was confirmed to have Covid-19 while attending an event in Jakarta where the patient had direct contact with a Foreign Citizen from Japan living in Malaysia. After the meeting, the patient complained of fever, cough and shortness of breath (WHO, 2020) and after an intensive examination, the patient was declared positive for Covid-19. Then the corona virus quickly spread to all corners of Indonesia. Until now, the implementation of WFH has become part of the new normal in our daily lives, so the implementation of telecommuting has become a necessity. This research was conducted in order to find out to what extent employees' influence on WFH or working from home affects their motivation, satisfaction or commitment to their work while working from home. Primary data were obtained from short interviews with completeness in the form of a questionnaire. The analysis used to determine the relationship between variables using SPSS 23.00 software. based on the results of the study, the researchers found that job satisfaction together had an effect on working from home/WFH. Partially, employee job satisfaction has a dominant effect on working from home.
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Lua, Pei Lin, Nor Samira Talib, and Zabidah Ismail. "Methadone Maintenance Treatment Versus Methadone Maintenance Treatment Plus Auricular Acupuncture." Journal of Pharmacy Practice 26, no. 6 (June 13, 2013): 541–50. http://dx.doi.org/10.1177/0897190013489574.
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This study intended to (1) describe the baseline patient satisfaction level and preferred coping strategies and (2) assess patient satisfaction and coping mechanisms pre- and postintervention. Patients on methadone maintenance treatment (MMT) in Terengganu, Malaysia, were randomized into either MMT or MMT plus auricular acupuncture (MMT + AA) groups. All received the standard MMT, while participants on MMT + AA underwent concurrent AA session thrice weekly for 2 months (each session = 30 minutes). Data analysis was carried out using SPSS 16.0, employing descriptive and nonparametric statistics. Participations were received from 97 eligible male patients (median age = 36.0 years; Malay = 97.9%). After screening for dropouts, only 69 patients were considered for subsequent analysis (MMT = 40; MMT + AA = 29). At preintervention, both groups did not differ significantly in the parameters investigated. During postintervention, no significant difference was detected for satisfaction level but coping-wise, substance use was significantly and frequently adopted by MMT + AA patients compared to MMT respondents ( P < .05). On separate analysis, those who received MMT alone adopted active coping, venting, and self-blame significantly more frequently postintervention ( P < .05). Nevertheless, no significant difference for coping styles of MMT + AA patients was exhibited over time ( P >.05). The addition of AA therapy into the standard MMT treatment did not seem to influence patient satisfaction and their coping ways.
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Leong KaWen, Areen Natasha Azizol Rozaimie, Faris Aiman Sarifulnizam, Tan Rong Sheng, NurKamilahMustapha, Roszita Ibrahim, Hayati Binti Kadir @Shahar, and Aniza I. "MEDICAL PERSONNEL PERCEPTION ON SAFETY ATTITUDE IN A TERTIARY TEACHING HOSPITAL IN MALAYSIA." Malaysian Journal of Public Health Medicine 22, no. 2 (August 20, 2022): 187–96. http://dx.doi.org/10.37268/mjphm/vol.22/no.2/art.1573.
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Evaluation of the perception of safety attitudes among physicians and nurses in hospitals is important to ensure optimum patient care. The objectives are to assess the perception of medical personnel on safety attitudes at their workplace and to measure the correlation between domains and factors studied. A cross-sectional study involving 160 physicians and 304 nurses is conducted at a teaching hospital. A validated Safety Attitudes Questionnaire (SAQ) consisting of 6 domains is used to measure the perception of medical personnel on safety attitude at their workplace. The Mann-Whitney test was performed for the comparison of the mean scores between two categorical variables and Spearman’s correlation coefficient was used to evaluate the relationship between two numerical variables in terms of strength and direction. Job satisfaction (73.4 ± 17.6) and management perception (56.1 ± 12.9) domains recorded the highest and lowest mean scores respectively. Doctors showed the highest perceived positive attitudes towards stress identification (57.5%) whereas perception of management (9.4%) has the lowest score, and the nurses showed the highest perceived positive attitudes towards job satisfaction (74.3%), and a low score of perception of management (10.9%). Overall, climate safety and stress recognition domains showed significant correlations with age, level of education, years in specialty, and history of attending safety training. The study results indicated that the medical personnel had low positive safety attitudes towards the management perceptions domain. However, they reported a high level of job satisfaction domain. It is imperative for the management team to take the necessary steps to ensure the personnel develops a positive safety attitude.
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Hamid Abu Bakar, Abdul, Ismail Lukman Hakim, Siong Choy Chong, and Binshan Lin. "Measuring supply chain performance among public hospital laboratories." International Journal of Productivity and Performance Management 59, no. 1 (December 8, 2009): 75–97. http://dx.doi.org/10.1108/17410401011006121.
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PurposeThe purpose of this paper is to investigate the efficiency levels of the decision‐making units within the public hospital laboratories in using their supply chain towards meeting the satisfaction of doctors.Design/methodology/approachData were collected from two senior laboratory administrators and 30 doctors of two hospital laboratories in Malaysia using two sets of structured questionnaires, which comprised of two dimensions, i.e. doctor satisfaction dimension (DSD) and supply chain inputs (SCI). The dimensions of DSD and SCI were developed and that SCI has been relabeled as hospital laboratory inputs (HLI) to suit the nature of current study. The resulting data were positioned on an importance‐performance matrix. By using the data envelopment analysis software, the efficient frontier for both hospital laboratories was calculated under different scenarios.FindingsResults reveal that one of the laboratories satisfies doctors efficiently using the present levels of HLI for each scenario while the other failed.Research limitations/implicationsThe paper focuses only on two hospital laboratories.Practical implicationsThe findings offer insights on the important dimensions of DSD and HLI that the hospital laboratories should concentrate on when measuring doctor satisfaction through the utilization of resources they possess. This will undoubtedly lead to better hospital‐doctor‐patient relationships.Originality/valueMany prior supply chain studies have focused on patient satisfaction. This paper is probably one of the first attempts that comprehensively examines satisfaction from the perspective of doctors.
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Lau, Kim Lian, Siang Ching Ong, and Wan Salina Wan Sulaiman. "Comparison between parents’ and patients’ satisfaction level towards cleft management using Cleft Evaluation Profile." IIUM Journal of Orofacial and Health Sciences 2, no. 1 (February 28, 2021): 37–45. http://dx.doi.org/10.31436/ijohs.v2i1.63.
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Cleft lip and palate (CLP) are common birth defects that occur in approximately 1 out of every 611 newborn in Malaysia. Cleft Evaluation Profile (CEP) is a well-established method used to evaluate the patient’s level of satisfaction with the CLP treatment that they received. This study aimed to compare the level of satisfaction of cleft patients and their parents towards cleft management in Kelantan, Malaysia. The results showed that the mean scores of CEP for the parents were between 2.04 and 3.00, whilst the patient’s mean score ranged from 2.01 to 3.04. In general, nose is the most dissatisfied feature for both patients and parents with the mean score of 3.04 for patients and 3.00 for parents. Teeth was the second highest (2.97) mean scores rated by parents but it was the third highest (2.84) mean score from the patients. Lip feature scored the third highest mean score for parents, and it was the second-highest mean score for patients. Hearing was the lowest mean score for both parents and patients. Both parties were aware of the features of their facial and nose appearance. From the weighted Kappa statistic, both the parent and patient pairs demonstrated good to very good agreement for their satisfaction towards the clinical outcome. In conclusion, features related to facial appearance (nose, teeth, lip and facial profiles) require more attention and improvement during the treatment process.
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Mary Beth, Mini Rani, and Suzisurainie Binti Yaacob. "Relationship between nurse to patient ratio and nurses’ satisfaction among registered nurses working in a selected private hospital, malaysia." International Journal of Current Advanced Research 6, no. 3 (March 28, 2017): 2741–44. http://dx.doi.org/10.24327/ijcar.2017.2744.0094.
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Shunnmugam, B., S. Sinnadurai, S. H. Chua, T. Islam, M. H. See, K. Chinna, and N. A. Mohd Taib. "Linguistic and Psychometric Validity of the Malay BREAST-Q in Women Undergoing Breast Cancer Surgery in Malaysia." Journal of Global Oncology 4, Supplement 2 (October 1, 2018): 115s. http://dx.doi.org/10.1200/jgo.18.60700.
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Background: BREAST-Q is a PROMs used to measure and assess patient satisfaction and quality of life before and after breast cancer surgery. BREAST-Q composed of 5 different modules and each module comprised of multiple scales. Each module has preoperative and postoperative versions to assess the impact of surgery. Four subscales with common items from the 5 modules: “satisfaction with the breast”, psychosocial, sexual and physical well-being were subjected to testing. Two other subscales, “satisfaction with overall outcomes” and “satisfaction with the care” were only validated linguistically. Currently, the BREAST-Q has already been translated into 25 languages. Linguistic and psychometric validation of BREAST-Q has not been performed in Malaysia. Aim: To translate the BREAST-Q into Malay language and perform psychometric validation. Methods: Translation of the English BREAST-Q to Malay language was done based on linguistic validation protocol provided by MAPI Research Trust. Content and face validation were performed to determine contextual accuracy, acceptability and understanding of the items. The finalised Malay BREAST-Q then underwent psychometric testing. Breast cancer patients (n=186) who were planned for breast cancer surgery were conveniently sampled at the breast clinic of UMMC between June 2015 to June 2016. Consented participants completed the questionnaire in the same visit following their diagnosis. Retest was done 2-3 weeks after the first questionnaire administration in 62 patients who were admitted for their surgery. Data were analyzed using SPSS and AMOS software. Results: Content experts (4 breast surgeons) agreed the items in BREAST-Q comprehensively measured the concept of interest and I-CVI for each item was 1.0. Participants agreed the questionnaire was comprehensive and easy to understand. The average time taken to complete the questionnaire was 15.3 minutes. Test–retest analysis showed good reproducibility with intraclass correlation coefficient (ICC) value of 0.71-0.98. Internal consistencies were good for all items in each subscale with Cronbach's alpha values of 0.83-0.95. The highest interitem correlation for each item with at least one other item in the construct ranged from 0.47 to 0.90. The lowest corrected item-total correlation (CITC) values ranged from 0.47 to 0.72. In exploratory factor analysis, the KMO values were excellent in all 4 subscales (0.76, 0.92, 0.91, and 0.86). Single factor was extracted in 3 subscales that explained more than 50% of the variance and 3 factors (breast pain, general pain, and discomfort) were extracted in “physical well-being” subscale that cumulatively explained more than 50% of the variance. Conclusion: The Malay BREAST-Q demonstrated good reliability, content and face validity, and excellent psychometric properties. Hence, we propose the use of the Malay BREAST-Q to measure patient reported outcomes among breast cancer patients in Malaysia undergoing breast cancer surgery.
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Lim, Z. Y., N. Rajaram, C. V. Song, R. Kaur, N. A. Mohd Taib, M. Muhamad, W. L. Ong, et al. "Patient-Reported Outcome Measures Among Breast Cancer Survivors in Malaysia: A Comparative Study With Patients From High-Income Countries." Journal of Global Oncology 4, Supplement 2 (October 1, 2018): 103s. http://dx.doi.org/10.1200/jgo.18.75100.
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Background: Patient-reported outcome measures (PROMs) are essential for identifying how patients perceive the outcomes of their cancer treatment, and is the ultimate success of cancer care. Although a growing number of studies have focused on PROMs in high income countries (HICs), outcomes relevant to patients in developing countries are less understood. Furthermore, the lack of standardization in PROMs makes it difficult to interpret these data for research or quality monitoring. Aim: In this study, we compared the results of PROM measures between patients in Malaysia, a middle income country, and those in HICs, using standard PROMs questionnaires. We also explored the differences in perceived importance of patient reported outcomes within the multiracial Malaysian cohort. Methods: Breast cancer patients (n=1063) were recruited in hospitals serving suburban areas of Malaysia. Of these, 969 patients were eligible for analysis. The surveys were conducted through face-to-face interviews (68%) or were self-administered (30%). An outcome was considered important if it was scored between 7-9 on a 9-point Likert scale. We compared PROMs scores between Malaysian patients and data previously collected from patients in HICs using logistic regression models, adjusting for demographic and clinical characteristics. A two-step cluster analysis was conducted to explore differences in the perceived importance of PROMs between clusters of Malaysian patients. Results: Compared with 1777 patients from HICs, Malaysian patients were less likely to rate overall and recurrence free survival, as well as emotional, cognitive, social and sexual functioning as very important outcomes. Interestingly, more Malaysian women reported that pain (50% vs. 39%), breast symptoms (51% vs. 35%), and major complications (60% vs. 44%) were very important outcomes ( P < 0.001). Compared with young, married Malaysian women, the cluster of older married women (mean age of 57 vs. 52), who were less likely to have received breast reconstructive surgery (8.6% vs. 16.8%), was more likely to rate sexual functioning (32.8% vs. 25.0%, P = 0.036), body image (63.9% vs. 42.4%, P < 0.001), and satisfaction with the breast (50.7% vs. 37.0%, P = 0.011) as very important outcomes. Conclusion: The differences in breast cancer patient needs between and within populations should be considered carefully to better clinician-patient relationship, patient care and satisfaction and assess the outcomes of our cancer care. Future research is needed to find suitable targeted interventions to identify and address the diverse needs of breast cancer patients in low and middle income countries.
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Ismail, Aniza, and Siti Norhani Mazrah Khalid. "Patient safety culture and its determinants among healthcare professionals at a cluster hospital in Malaysia: a cross-sectional study." BMJ Open 12, no. 8 (August 2022): e060546. http://dx.doi.org/10.1136/bmjopen-2021-060546.
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ObjectiveTo assess the baseline level and mean score of every domain of patient safety culture among healthcare professionals at a cluster hospital and identify the determinants associated with patient safety culture.MethodsThis cross-sectional study was conducted at a cluster hospital comprising one state and two district hospitals in Malaysia. The safety culture was assessed using the Safety Attitude Questionnaire (SAQ), which is a validated questionnaire. Using proportionate stratified random sampling, 1814 respondents were recruited, and we used the independent t-test, Pearson’s χ2 test and multiple logistic regression analysis for data assessment.ResultsOnly 23.9% of the respondents had positive patient safety culture levels (SAQ score ≥75%); the overall mean score was 67.82±10.53. The job satisfaction dimension had the highest percentage of positive responses (67.0%), with a mean score of 76.54±17.77. The factors associated with positive patient safety culture were age (OR 1.03, p<0.001), gender (OR 1.67, p=0.001), education level (OR 2.51, p<0.001), work station (OR 2.02, p<0.001), participation in patient safety training (OR 1.64, p=0.007), good perception of the incident reporting system (OR 1.71, p=0.038) and a non-blaming (OR 1.36, p=0.013) and instructive (OR 3.31, p=0.007) incident reporting system.ConclusionsHealthcare professionals at the cluster hospital showed unsatisfactory patient safety culture levels. Most of the respondents appreciated their jobs, despite experiencing dissatisfaction with their working conditions. The priority for changes should involve systematic interventions to focus on patient safety training, address the blame culture, improve communication, exchange information about errors and improve working conditions.
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Mbambe, Ikome Otto, and Radha Maniam. "NURSE-PATIENT COMMUNICATION BARRIERS AS PERCEIVED BY ADULT IN-PATIENTS AND NURSES IN A PRIVATE HOSPITAL IN MALAYSIA." Volume-10 : Issue 1, July, 2018 10, no. 1 (July 15, 2018): 71–76. http://dx.doi.org/10.31674/mjn.2018.v10i01.010.
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Background: Effective and skilful communication is crucial and an important element in the quality of nursing care. This enables nurses to assess patients' needs and provide them with the appropriate physical care, emotional support, knowledge transfer and exchange of information. However, nurses find it difficult to communicate effectively and therapeutically with their patients. Aim: To identify the nurses’ and adult inpatients’ perceptions of barriers to effective nurse-patient communication. Methodology: A descriptive study was used to collect data from nurses (n=40) and adult inpatient (n=63) in multidisciplinary wards in a private hospital in Malaysia. Two sets of self-administered questionnaire for the two different groups of participants, the patients and nurses were used. Data were analysed using the SPSS version 20.0. Results: Nurses and adult in patient perceived heavy workload, dialect and negative attitudes towards nurses as main barriers that hinders effective communication among nurses and patients. Conclusion: Communication places an important part in patients’ satisfaction of care and the ability of the nurse to provided patient centred care. Nurses should take in to account those communication barriers that affect the patients and be confident enough to take the first step to initiate communication and be able to handle patients’ dynamic emotions.
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Chew, Lan-Sim, Yee-Ling Yeo, Chee-Tao Chang, Chii-Chii Chew, Doris George, and Philip Rajan. "Satisfaction among patients and caregivers receiving value-added services during the COVID-19 pandemic outbreak in a tertiary hospital in the Perak state of Malaysia." Journal of Pharmaceutical Health Services Research 12, no. 4 (October 23, 2021): 477–84. http://dx.doi.org/10.1093/jphsr/rmab057.
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Abstract Objectives Patient satisfaction was used as an indicator of service quality in the public hospitals. The pharmacy value-added services (VAS) were intensified after the COVID-19 outbreak, and evaluation of user’s satisfaction was important for service improvement. Methods This was a single-centre, cross-sectional, web-based study in the outpatient pharmacy in a tertiary hospital in the Perak state of Malaysia. Patients and caregivers aged 18 years and above, received at least one prescription refill using the pharmacy VAS from April to September 2020, were included. The questionnaire was adapted from a validated tool, underwent face and content validation before dissemination. The link was disseminated to the targeted population through short messages service (SMS). Key findings Out of 1200 invited people, 303 agreed to participate. Majority of the respondents were male (160, 52.8%), Chinese (156, 51.5%), with tertiary education (201, 66.3%) and retiree (112, 37.0%). Out of a maximum score of 5, the overall mean satisfaction score was 4.42 (SD: 0.55). The respondents were most agreeable to time-saving benefits of the pharmacy VAS (4.56 ± 0.63). Majority of the respondents felt that pharmacy VAS had made their life easier (290, 95.7%) and planned to recommend the pharmacy VAS to others (292, 96.4%) Respondents aged more than 60 (versus age 18–35, β = 2.375, P < 0.001) and those who used drive-through service (versus SPUB, β = 2.272, P = 0.001) reported higher satisfaction scores. Several suggestions were made for service improvement, including longer operating hours (18, 6.0%), upgraded communication system (9, 3.0%), smoother registration process (9, 3.0%), more polite staff (9, 3.0%), selection of preferred postage delivery time (6, 2.0%) and promotion of VAS (4, 1.3%) Conclusions Majority of the respondents were highly satisfied towards the pharmacy VAS. Future studies should compare the satisfaction of VAS with traditional counter service to compare the level and factors that contributed to the users’ satisfaction.
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Taib, Nur Aishah, Tania Islam, Ranjit Kaur, and Suhaida Mushtaffa. "Treatment Information and Navigation Program for New Patients With Breast Cancer in Malaysia." Journal of Global Oncology 4, Supplement 3 (October 2018): 45s. http://dx.doi.org/10.1200/jgo.18.10530.
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Purpose Advancements in medical treatment with wider treatment options have made breast cancer (BC) care more complex. Short consultation time with physicians, patient fears, and poor coping skills at the time of diagnosis may affect a patient’s decision, causing treatment delays and nonadherence. The main reasons for advanced BC presentation in Malaysia are a delay in making a treatment decision and poor breast health literacy on the disease and its treatment outcomes. To address this gap, we developed an audio-visual tool on multimodal treatments; adverse effects; navigating admission, discharge, and follow-up; and advice on diet and exercise to maintain a healthy lifestyle during the survivorship period in layperson language in Malay, Mandarin, and English. This study aims to assess its effectiveness in improving patient knowledge and satisfaction. Methods A pilot study of 50 patients found that patients needed face-to-face interaction to watch the video. Hence, a breast care nurse–led orientation was developed. A self-administered pre- and postsurvey in 246 patients with newly diagnosed breast cancer in University Malaya Medical Centre was performed to evaluate expectations, satisfactions, and knowledge. We scored the results with the following Likert scale terms: 0 means no knowledge and 4 means a great degree of knowledge. Scoring was done pre- and postintervention. A Wilcoxon matched paired signed rank test was used in the analysis. Results Among 246 patients who received the intervention, 79.3% (n = 197) found that the video met or exceeded their expectations, and 80.2% found the video effective in broadening their perspective on BC treatments. One hundred seventy-one patients (69.2%) rated the video as highly meeting their expectations. There were significant improvements in knowledge of treatment options for BC (mean scores 0.93 v 2.97 for pre- and postintervention; P < .001). Similar findings were found in different types of operations for BC; admission procedures; and information on chemotherapy, radiotherapy, hormone therapy, and alternative medicine. Knowledge scores for healthy diet, physical activity after treatment, and care of the arm were observed ( P < .001). Conclusion Video-based information on treatments and navigating care through a breast care nurse–led service effectively improved patients’ knowledge and satisfaction. This approach can be used to educate patients with cancer in a middle-resource setting. AUTHORS' DISCLOSURES OF POTENTIAL CONFLICTS OF INTEREST The following represents disclosure information provided by authors of this manuscript. All relationships are considered compensated. Relationships are self-held unless noted. I = Immediate Family Member, Inst = My Institution. Relationships may not relate to the subject matter of this manuscript. For more information about ASCO's conflict of interest policy, please refer to www.asco.org/rwc or ascopubs.org/jco/site/ifc . No COIs from the authors.
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Moon, Hanlim, Dang Huy Quoc Thinh, Wimonrat Sriraj, Marzida Binti Mansor, Kian Hian Tan, Suhana Yusak, Johan Kurnianda, et al. "Patient and physician satisfaction with analgesic treatment in Southeast Asia (SEA): Findings from the analgesic treatment for cancer pain in Southeast Asia (ACE) study." Journal of Clinical Oncology 35, no. 15_suppl (May 20, 2017): e21698-e21698. http://dx.doi.org/10.1200/jco.2017.35.15_suppl.e21698.
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e21698 Background: Adequate dosing of analgesics is important for optimum cancer pain control & quality of life (QoL). To understand current attitudes toward analgesic treatment for cancer pain in SEA, the ACE study explored patient & physician satisfaction with pain control in 6 SEA countries. Methods: This cross-sectional observational study included 465 adult outpatients prescribed analgesics for cancer pain for ≥1 month in Indonesia, Malaysia, Philippines, Singapore, Thailand, & Vietnam. Pain intensity, sleep disturbance, QoL, satisfaction with pain control, & physicians’ assessment of adequacy of analgesics were recorded via questionnaires. Current analgesic doses prescribed were extracted from medical records. Results: Most patients (84%) had stage 3 or 4 cancer. While 91% were prescribed opioids, mean reported pain intensity was 4.1 (0/no pain, 10/worst possible pain) & most had problems with sleep (55%) & QoL (problems with pain/discomfort [82%], usual activities [66%] & anxiety/depression [56%]). 60% of patients were satisfied with their pain control status & 30% found it acceptable. Physicians more often reported dissatisfaction with patients’ pain control status compared with patients (21% vs 10%). Patient-physician concordance in satisfaction with pain control was low (weighted Kappa 0.36; 95% CI 0.30-0.43). More than 1 in 4 physicians (29%) assessed prescribed analgesics to be “inadequate” for pain control. Median daily dose prescribed in oral morphine equivalents was 30 mg for both morphine & tramadol. Of the SEA countries included, prescribed doses of opioids were generally lower in Indonesia & higher in Vietnam. Conclusions: The results highlight the complexity of managing cancer pain in SEA. Despite unrelieved pain, sleep disturbance & QoL issues, many patients still reported satisfaction with pain control. Notably, physicians expressed dissatisfaction more frequently than patients. These findings suggest a need for all-round pain status assessment (including pain intensity, sleep disturbance, QoL) & improved patient-physician communication about analgesic treatment expectations, pain control & adverse effects.
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Et.al, Wan Salmuni Wan Mustaffa. "Patient Satisfaction with the Healthcare Service Quality: An Empirical Investigation at Malaysian Public Hospitals by Utilizing SERVQUAL-Gap Analysis." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 3 (April 11, 2021): 734–40. http://dx.doi.org/10.17762/turcomat.v12i3.779.
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The healthcare industry is among the most rapidly growing service industries in the world economy. In recent years, the government of Malaysia has taken various initiative to increase funding for the healthcare sector to improve the quality of life amongst citizens. However, the continuing complaints regarding patients’ dissatisfaction towards the quality of healthcare services lead to a huge challenge to the service providers. Thus, the main objective of this research is to measure patient satisfaction with healthcare service quality. The selected Malaysian public hospitals were involved in this research. A questionnaire was used as a research instrument distributed to the patient's experienced service delivery at Malaysian public hospitals. The convenience sampling technique was employed to gather the data. Data collected were analyzed using SERVQUAL-gap analysis. The descriptive results revealed that the patients were only moderately satisfied with healthcare service quality rendered byMalaysian public hospitals. Based on the SERVQUAL-gap analysis results, the empathy dimension showed the lowest mean value. This indicates that service quality offered by Malaysian public hospitals still needs improvement in terms of the level of caring and needs as well as individualized attention that the hospital needs to provide to their patients. This research benefits the managerial in the healthcare industry to deliver excellent service experience to the patients by considering the relevant indicators of service evaluation.
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Rasudin, Nur Syahmina, Muhammad Akmal Izan Ahmad, Nooraini Hussain, and Mohd Shaharudin Shah Che Hamah. "Validating the Press Ganey Questionnaire (Bahasa Melayu version)." International Journal of Health Care Quality Assurance 32, no. 3 (April 15, 2019): 653–58. http://dx.doi.org/10.1108/ijhcqa-07-2018-0169.
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Purpose The purpose of this paper is to validate the Press Ganey Questionnaire (PGQ) (Bahasa Melayu version) using Hospital Universiti Sains Malaysia (HUSM) patients. Design/methodology/approach This cross-sectional study comprised 252 patients visiting HUSM. Patients were selected using the convenience sampling method. The PGQ (Bahasa Melayu version) had three main factors: during your visit; your care provider and overall assessment. Data were analyzed using the structural equation modeling. Findings The exploratory factor analysis resulted in item reduction from 21 to 17, which contained four factors with eigenvalues greater than 1. Meanwhile, confirmatory factor analysis results showed that data fitted the model: χ2/df at 1.764, comparative fit index at 0.952, Tucker–Lewis index at 0.941 and root mean square error of approximation at 0.073. The average variance extracted value for the four factors was greater than 0.50, which indicated that PGQ convergent validity was met. Overall, PGQ produced good reliability with composite reliability score equals to 0.966. Four factors were reclassified as “during your registration,” “hospital staff attitude,” “doctor’s attitude” and “overall assessment.” Research limitations/implications Patient satisfaction is an important and frequently used indicator for measuring healthcare quality; hence, a validated and reliable instrument is important for measuring patient satisfaction that leads to healthcare service quality assessment. Practical implications Validated PGQ provides some useful information for doctors, medical assistants, nurses and staff in the emergency department to help them become more prominent and efficient in their role as healthcare providers. Social implications Validated PGQ will help healthcare providers to deliver the best and exceptional care toward emergency patient, and thus improve their quality of work life. The findings in this study can be used as a guide or as baseline data for further research in this area. Originality/value The PQG (Bahasa Melayu version) was confirmed as a reliable and valid instrument for measuring patient satisfaction. This research is the first PGQ validation study in Southeast Asia, specifically focusing on Malaysian respondents.
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Jaganathan, M., N. H. Zainal, N. Rajaram, T. Soo Hwang, and M. Y. Abdul Wahab. "The Feasibility and Performance of the Patient Navigation Programme in Improving Breast Cancer Care in Malaysia." Journal of Global Oncology 4, Supplement 2 (October 1, 2018): 95s. http://dx.doi.org/10.1200/jgo.18.59500.
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Background: Breast cancer is the most common cancer in Malaysia and it is anticipated that incidence will increase by 49% from 2012 to 2025. Unfortunately, survival remains poor because of late presentation and poor adherence to evidence-based medicine. Barriers to early presentation include inadequate knowledge about the disease, financial issues, negative influence of relatives and perceived poor quality of care and services in state-run hospitals. Poor adherence to treatment is also a common struggle, and is further exacerbated by the use of traditional, alternative healing methods. While patient navigation (PN) programs have been shown to improve breast cancer outcomes in the US, its implementation and performance in low and middle income countries is not well studied. Aim: We sought to determine the impact of a PN program in reducing treatment delays and improving adherence to treatment and patient satisfaction, as well as to evaluate the barriers faced by women seeking breast cancer care in Malaysia. Methods: We established a nurse-led patient navigation center at a secondary government hospital in Klang. This clinical team involved the surgery, pathology, radiology and nursing departments and provided patient-centered care, including patient tracking and call reminder systems, family counseling, health education and decision aids. The community team involved a Patient Navigator Program Coordinator and a Community Navigator. We compared treatment delays and adherence to treatment between navigated patients and patients registered in the year prior to the PN program. We used Student t-tests and Pearson χ2 or Fisher's Exact tests to compare timeliness between navigated patients and patients registered in the year prior. Results: Of the 136 Malaysian women enrolled in the PNP in 2015, 48.9% were diagnosed with advanced disease (stage 3 or 4). Women with advance disease had a lower median monthly household income compared with women with early disease (USD $350 vs $540, P = 0.023). Women with advance disease were also less likely to have personal transportation to the hospital (36.4% vs 56.5%, P = 0.048). Compared with the year before PN, more navigated patients underwent mammography within 7 days of their first visit (96.4% vs 74.4%, P < 0.001) and received their diagnosis within 14 days of their first visit (80.0% vs 58.5%, P < 0.001). The proportion of women who met timeliness to treatment initiation was similar for navigated patients and patients in the year prior. The proportion of defaulters were marginally lesser among navigated patients compared with the year prior (4.4% vs 11.5%, P = 0.048). Conclusion: We found that integrating PN within a breast clinic of a middle income country is feasible, and in the long run, could improve outcomes for breast cancer patients. Long-term follow-up is needed to assess the impact of the PN program on improving treatment completion and survival.
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Mohd Nasurdin, Aizzat, Cheng Ling Tan, and Sabrina Naseer Khan. "Can high performance work practices and satisfaction predict job performance?An examination of the Malaysian private health-care sector." International Journal of Quality and Service Sciences 12, no. 4 (November 30, 2020): 521–40. http://dx.doi.org/10.1108/ijqss-06-2019-0090.
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Purpose This paper aims to examine the effects of high-performance work practices (HPWPs) (participation, training and compensation) on nurses’ job performance (task and contextual) through the mediating role of job satisfaction. As nurses form the bulk of health-care professionals, their performance at work is crucial in determining patient satisfaction regarding care quality. HPWPs have been recognized as having the ability to affect employees’ work attitudes and behaviours positively. Specifically, these practices foster job performance. Design/methodology/approach Self-administered questionnaires were used to collect the survey data on 639 staff nurses working in large private hospitals in Malaysia. Data were subsequently analysed using the partial least squares method. Findings The findings indicate that job satisfaction serves to mediate the relationships between the three HPWPs (participation, training and compensation) and the two dimensions of job performance (task performance and contextual performance). Research limitations/implications First, as all variables were measured using self-reports, a common-method bias could exist (Podsakoff et al., 2003). Hence, future researchers may want to combine self-assessments and supervisory or peer assessment to improve the validity of the outcomes. Second, the cross-sectional nature of this study limits our ability to make causal inferences. Bias could happen because the study examined both exogenous and endogenous variables at the same time. Thus, a longitudinal approach taken in the future could cross-validate the current findings and provide additional support regarding the causality of the HPWPs-job performance relationship. Third, the data were collected from staff nurses working in large private hospitals in Peninsular Malaysia. Thus, one should be careful to generalize the findings to different health-care professional groups and organizations. Practical implications From the practical perspective, it is evident from the findings that as job satisfaction is able to enhance job performance and given the need for nurses to provide quality health-care services, private hospital authorities concerned with encouraging greater job performance among their nursing workforce need to provide adequate support to their employees. This could be achieved through the implementation of HPWPs. Perceptions of the extent of a hospital’s HPWPs in terms of participation, training and compensation, have significant and positive effects on nurses’ level of job satisfaction. Therefore, it would be worthwhile for private hospitals to encourage more opportunities for nurses to participate in decision-making regarding their work. In addition, frequent training activities will be able to enhance nurses’ knowledge, skills and abilities, resulting in greater satisfaction Originality/value To the best of the authors’ knowledge, this is the first attempt to investigate the effects of HPWPs on nurses’ job performance in the Malaysian private health-care context. As studies using Eastern samples are relatively limited, the findings from this study would serve to expand the extant literature from a cross-cultural perspective.
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Teong, Lee-Fang, Ban-Hock Khor, Kristo Radion Purba, Abdul Halim Abdul Gafor, Bak-Leong Goh, Boon-Cheak Bee, Rosnawati Yahya, et al. "A Mobile App for Triangulating Strategies in Phosphate Education Targeting Patients with Chronic Kidney Disease in Malaysia: Development, Validation, and Patient Acceptance." Healthcare 10, no. 3 (March 14, 2022): 535. http://dx.doi.org/10.3390/healthcare10030535.
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Hyperphosphatemia afflicts end-stage chronic kidney disease (CKD) patients, contributing to comorbidities and mortality. Management strategies are dialysis, phosphate binder, and limiting dietary phosphate intake, but treatment barriers are poor patient compliance and low health literacy arising from low self-efficacy and lack of educational resources. This study describes developing and validating a phosphate mobile application (PMA). The PMA development based on the seven-stage Precaution Adoption Process Model prioritized titrating dietary phosphate intake with phosphate binder dose supported by educational videography. Experts (n = 13) first evaluated the PMA for knowledge-based accuracy, mobile heuristics, and clinical value. Adult HD patients validated the improved PMA using the seven-point mHealth App Usability Questionnaire (MAUQ). Patient feedback (n = 139) indicated agreement for ease of use (69.2%), interface and satisfaction (69.0%), and usefulness (70.1%), while 72.7% said they would recommend this PMA. The expectation confirmation for 25 PMA features ranged from 92.1% (lifestyle) up to 100.0% (language option); and the utilization rate of each feature varied from 21.6% (goal setting and feature-based log) to 91.4% (information on dietary phosphate and phosphate binder). The Conclusions: MyKidneyDiet-Phosphate Tracker PMA was acceptable to adult Malaysian HD patients as part of clinical phosphate management in low-resource settings.