Short messaging service (SMS) for rural outpatient department in Malaysia: Is it a suitable practice to increase patient's satisfaction and quality of care?

Aniza Ismail, K. Baharin, Idayu Badilla Idris, Ahmad Taufik Jamil, Khalib Abdul Latif, Azimatun Noor Aizuddin, Rahmah Mohd Amin

Research output: Contribution to journalArticle

Abstract

Background: Studies worldwide indicate that SMS service can increase effectiveness, quality, and efficiency as well as cost effectiveness. Objective: This research was conducted to find out outpatients' perception on the SMS service and its effectiveness in Hospital Selama, Malaysia. Hospital Selama is a government facility, located in a rural area. Methods: The SMS service has been used in the Outpatient Department as well as in the Specialist Clinic in the hospital. This study is a cross sectional one that compares an SMS Group with a non SMS Group of patients. The patients were divided into two groups; SMS Group (260 respondents) and a non SMS Group (261 respondents). Results: There is no significant association between the two groups in relation to the overall level of satisfaction. The assurance dimension showed that the highest level of satisfaction came from the SMS group i.e-0.3173 ± 0.78493. The tangible dimension showed the lowest satisfaction came from the SMS Group i.e. 0.7115 ± 0.75941 and from non SMS group i.e.-0.8103 ± 0.77550. Logistic Regression Analysis showed that respondents level of satisfaction who had received SMS service at Outpatient Department and Specialist Clinic were influenced by factors such as gender (OR = 0.632), ethnicity (OR = 7.942), marital status (OR = 2.015) and frequency of visits (OR = 0.058). Conclusion: Female and Malay respondents as well as those who had less than four visits to the hospital were factors that contribute to a higher level of satisfaction among the SMS Group.

Original languageEnglish
Pages (from-to)333-336
Number of pages4
JournalInternational Medical Journal
Volume24
Issue number4
Publication statusPublished - 2017

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Quality of Health Care
Malaysia
Ambulatory Care
Patient Satisfaction
Outpatients
Marital Status
Cost-Benefit Analysis
Logistic Models
Regression Analysis
Surveys and Questionnaires
Research

Keywords

  • Malaysia
  • Patient satisfaction
  • Rural outpatient
  • SMS service

ASJC Scopus subject areas

  • Medicine(all)

Cite this

Short messaging service (SMS) for rural outpatient department in Malaysia : Is it a suitable practice to increase patient's satisfaction and quality of care? / Ismail, Aniza; Baharin, K.; Idris, Idayu Badilla; Jamil, Ahmad Taufik; Abdul Latif, Khalib; Aizuddin, Azimatun Noor; Mohd Amin, Rahmah.

In: International Medical Journal, Vol. 24, No. 4, 2017, p. 333-336.

Research output: Contribution to journalArticle

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