Patient satisfaction in Malaysia's busiest outpatient medical care

Kurubaran Ganasegeran, Wilson Perianayagam, Mohd Rizal Abdul Manaf, Saad Ahmed Ali Jadoo, Sami Abdo Radman Al-Dubai

Research output: Contribution to journalArticle

14 Citations (Scopus)

Abstract

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.

Original languageEnglish
Article number714754
JournalScientific World Journal
Volume2015
DOIs
Publication statusPublished - 12 Jan 2015

Fingerprint

Malaysia
Ambulatory Care
Patient Satisfaction
Health care
Health
Outpatients
Referral and Consultation
health services
Sampling
accessibility
Communication
gender
income
communication
Health Services
Cross-Sectional Studies
sampling
services
consultation
hospital

ASJC Scopus subject areas

  • Biochemistry, Genetics and Molecular Biology(all)
  • Environmental Science(all)
  • Medicine(all)

Cite this

Ganasegeran, K., Perianayagam, W., Abdul Manaf, M. R., Ali Jadoo, S. A., & Al-Dubai, S. A. R. (2015). Patient satisfaction in Malaysia's busiest outpatient medical care. Scientific World Journal, 2015, [714754]. https://doi.org/10.1155/2015/714754

Patient satisfaction in Malaysia's busiest outpatient medical care. / Ganasegeran, Kurubaran; Perianayagam, Wilson; Abdul Manaf, Mohd Rizal; Ali Jadoo, Saad Ahmed; Al-Dubai, Sami Abdo Radman.

In: Scientific World Journal, Vol. 2015, 714754, 12.01.2015.

Research output: Contribution to journalArticle

Ganasegeran, Kurubaran ; Perianayagam, Wilson ; Abdul Manaf, Mohd Rizal ; Ali Jadoo, Saad Ahmed ; Al-Dubai, Sami Abdo Radman. / Patient satisfaction in Malaysia's busiest outpatient medical care. In: Scientific World Journal. 2015 ; Vol. 2015.
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