Abstract
Background: There is growing interest in research on patient satisfaction with healthcare provider (HCP) communication as a measure of healthcare quality and HCPs’ communication competency. This study aimed to determine the levels of patient satisfaction with healthcare provider-patient communication (HCP-PC) and its associated factors at the outpatient clinic at Hospital Kuala Lumpur. Methods: A cross-sectional study was conducted on a convenience sample in July 2012 using self-administered questionnaires for the data collection. Both overall and domain-specific satisfaction were measured, with the three domains being exchanging information (EI), socio-emotional behaviour (SB), and communication style (CS). Results: The findings show that 92.8% of the 283 respondents were satisfied with overall HCP-PC, 89.5% with EI, 91.3% with SB, and 72.2% with CS. Satisfaction was statistically higher among Malays for CS and higher among those with low education and poor health for EI, SB and CS. EI and overall communication satisfaction were also higher among patients who reported short wait times, and patients who were in gender concordance with their HCPs showed higher SB satisfaction. Conclusion: Basic and continuous communication skills training and patient activation programs should be established to increase patient satisfaction. Health information technology use should be actively promoted to allow for structured and standardised information exchange between HCPs and patients.
| Original language | English |
|---|---|
| Pages (from-to) | 56-64 |
| Number of pages | 9 |
| Journal | Malaysian Journal of Medical Sciences |
| Volume | 22 |
| Issue number | 3 |
| Publication status | Published - 2015 |
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Keywords
- Communication
- Patient satisfaction
- Primary care
ASJC Scopus subject areas
- Medicine(all)
Cite this
Healthcare provider-patient communication : A satisfaction study in the outpatient clinic at hospital Kuala Lumpur. / Azizam, Nor Azmaniza; Shamsuddin, Khadijah.
In: Malaysian Journal of Medical Sciences, Vol. 22, No. 3, 2015, p. 56-64.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - Healthcare provider-patient communication
T2 - A satisfaction study in the outpatient clinic at hospital Kuala Lumpur
AU - Azizam, Nor Azmaniza
AU - Shamsuddin, Khadijah
PY - 2015
Y1 - 2015
N2 - Background: There is growing interest in research on patient satisfaction with healthcare provider (HCP) communication as a measure of healthcare quality and HCPs’ communication competency. This study aimed to determine the levels of patient satisfaction with healthcare provider-patient communication (HCP-PC) and its associated factors at the outpatient clinic at Hospital Kuala Lumpur. Methods: A cross-sectional study was conducted on a convenience sample in July 2012 using self-administered questionnaires for the data collection. Both overall and domain-specific satisfaction were measured, with the three domains being exchanging information (EI), socio-emotional behaviour (SB), and communication style (CS). Results: The findings show that 92.8% of the 283 respondents were satisfied with overall HCP-PC, 89.5% with EI, 91.3% with SB, and 72.2% with CS. Satisfaction was statistically higher among Malays for CS and higher among those with low education and poor health for EI, SB and CS. EI and overall communication satisfaction were also higher among patients who reported short wait times, and patients who were in gender concordance with their HCPs showed higher SB satisfaction. Conclusion: Basic and continuous communication skills training and patient activation programs should be established to increase patient satisfaction. Health information technology use should be actively promoted to allow for structured and standardised information exchange between HCPs and patients.
AB - Background: There is growing interest in research on patient satisfaction with healthcare provider (HCP) communication as a measure of healthcare quality and HCPs’ communication competency. This study aimed to determine the levels of patient satisfaction with healthcare provider-patient communication (HCP-PC) and its associated factors at the outpatient clinic at Hospital Kuala Lumpur. Methods: A cross-sectional study was conducted on a convenience sample in July 2012 using self-administered questionnaires for the data collection. Both overall and domain-specific satisfaction were measured, with the three domains being exchanging information (EI), socio-emotional behaviour (SB), and communication style (CS). Results: The findings show that 92.8% of the 283 respondents were satisfied with overall HCP-PC, 89.5% with EI, 91.3% with SB, and 72.2% with CS. Satisfaction was statistically higher among Malays for CS and higher among those with low education and poor health for EI, SB and CS. EI and overall communication satisfaction were also higher among patients who reported short wait times, and patients who were in gender concordance with their HCPs showed higher SB satisfaction. Conclusion: Basic and continuous communication skills training and patient activation programs should be established to increase patient satisfaction. Health information technology use should be actively promoted to allow for structured and standardised information exchange between HCPs and patients.
KW - Communication
KW - Patient satisfaction
KW - Primary care
UR - http://www.scopus.com/inward/record.url?scp=84928812488&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84928812488&partnerID=8YFLogxK
M3 - Article
AN - SCOPUS:84928812488
VL - 22
SP - 56
EP - 64
JO - Malaysian Journal of Medical Sciences
JF - Malaysian Journal of Medical Sciences
SN - 1394-195X
IS - 3
ER -