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  1. Service quality in health care setting
    Rashid WE, Jusoff HK
    Int J Health Care Qual Assur, 2009;22(5):471-82.
    PMID: 19725368
    This paper attempts to explore the concept of service quality in a health care setting.
    Matched MeSH terms: Quality of Health Care/statistics & numerical data
  2. The quality of care in outpatient primary care in public and private sectors in Malaysia
    Chin MC, Sivasampu S, Wijemunige N, Rannan-Eliya RP, Atun R
    Health Policy Plan, 2020 Feb 01;35(1):7-15.
    PMID: 31625556 DOI: 10.1093/heapol/czz117
    In Malaysia, first-contact, primary care is provided by parallel public and private sectors, which are completely separate in organization, financing and governance. As the country considers new approaches to financing, including using public schemes to pay for private care, it is crucial to examine the quality of clinical care in the two sectors to make informed decisions on public policy. This study intends to measure and compare the quality of clinical care between public and private primary care services in Malaysia and, to the extent possible, assess quality with the developed economies that Malaysia aspires to join. We carried out a retrospective analysis of the National Medical Care Survey 2014, a nationally representative survey of doctor-patient encounters in Malaysia. We assessed clinical quality for 27 587 patient encounters using data on 66 internationally validated quality indicators. Aggregate scores were constructed, and comparisons made between the public and private sectors. Overall, patients received the recommended care just over half the time (56.5%). The public sector performed better than the private sector, especially in the treatment of acute conditions, chronic conditions and in prescribing practices. Both sectors performed poorly in the indicators that are most resource intensive, suggesting that resource constraints limit overall quality. A comparison with 2003 data from the USA, suggests that performance in Malaysia was similar to that a decade earlier in the USA for common indicators. The public sector showed better performance in clinical care than the private sector, contrary to common perceptions in Malaysia and despite providing worse consumer quality. The overall quality of outpatient clinical care in Malaysia appears comparable to other developed countries, yet there are gaps in quality, such as in the management of hypertension, which should be tackled to improve overall health outcomes.
    Matched MeSH terms: Quality of Health Care/statistics & numerical data*
  3. Fulltext Patient experience on self-management support among primary care patients with diabetes and hypertension
    Lim MT, Lim YMF, Teh XR, Lee YL, Ismail SA, Sivasampu S
    Int J Qual Health Care, 2019 Aug 01;31(7):37-43.
    PMID: 30608582 DOI: 10.1093/intqhc/mzy252
    OBJECTIVE: To determine the extent of self-management support (SMS) provided to primary care patients with type 2 diabetes (T2D) and hypertension and its associated factors.

    DESIGN: Cross-sectional survey conducted between April and May 2017.

    SETTING: Forty public clinics in Malaysia.

    PARTICIPANTS: A total of 956 adult patients with T2D and/or hypertension were interviewed.

    MAIN OUTCOME MEASURES: Patient experience on SMS was evaluated using a structured questionnaire of the short version Patient Assessment of Chronic Illness Care instrument, PACIC-M11. Linear regression analysis adjusting for complex survey design was used to determine the association of patient and clinic factors with PACIC-M11 scores.

    RESULTS: The overall PACIC-M11 mean was 2.3(SD,0.8) out of maximum of 5. The subscales' mean scores were lowest for patient activation (2.1(SD,1.1)) and highest for delivery system design/decision support (2.9(SD,0.9)). Overall PACIC-M11 score was associated with age, educational level and ethnicity. Higher overall PACIC-M11 ratings was observed with increasing difference between actual and expected consultation duration [β = 0.01; 95% CI (0.001, 0.03)]. Better scores were also observed among patients who would recommend the clinic to friends and family [β = 0.19; 95% CI (0.03, 0.36)], when health providers were able to explain things in ways that were easy to understand [β = 0.34; 95% CI (0.10, 0.59)] and knew about patients' living conditions [β = 0.31; 95% CI (0.15, 0.47)].

    CONCLUSIONS: Our findings indicated patients received low levels of SMS. PACIC-M11 ratings were associated with age, ethnicity, educational level, difference between actual and expected consultation length, willingness to recommend the clinic and provider communication skills.

    Matched MeSH terms: Quality of Health Care/statistics & numerical data
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