Affiliations 

  • 1 Medical Department, Tengku Ampuan Rahimah Hospital (HTAR), Jalan Langat, 41200 Klang, Selangor, Malaysia
  • 2 Department of Community Health, UKM Medical Centre, Jalan Yaacob Latif, Cheras, 56000 Kuala Lumpur, Malaysia
  • 3 International Institute for Global Health, United Nations University, Jalan Yaacob Latif, Cheras, 56000 Kuala Lumpur, Malaysia ; International Centre for Case-Mix and Clinical Coding, UKM Medical Centre, Jalan Yaacob Latif, Cheras, 56000 Kuala Lumpur, Malaysia
  • 4 Department of Community Medicine, International Medical University, Jalan Jalil Perkasa, Bukit Jalil, 57000 Kuala Lumpur, Malaysia
ScientificWorldJournal, 2015;2015:714754.
PMID: 25654133 DOI: 10.1155/2015/714754

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.

Study site: outpatient medical care of Tengku Ampuan Rahimah Hospital (HTAR

* Title and MeSH Headings from MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine.