Caregivers' Perspective: Satisfaction with Healthcare Services at the Paediatric Specialist Clinic of the National Referral Centre in Malaysia
Abstract
Background: The idea of consumer satisfaction is gaining momentum across all business sectors around the world and a satisfaction survey is utilized as an instrument to recognize deficiencies with various facets of services and offers a valuable opportunity for customers to evaluate their experience with healthcare services. Pioneer research was performed at a public hospital's paediatric clinic, which is also the first hospital to adopt the Public-Private-Partnership (PPP) model under the Ministry of Health Malaysia (MOH), with the aim of discovering the prevalence and factors affecting the satisfaction of caregivers at the national referral centre.
Methodology: Cross-sectional research using the standard self-administrated SERVQUAL questionnaire was conducted among caregivers accompanying their children to the clinic. It consists of 16 paired statements to evaluate their expectations and experiences with the clinic services. 459 caregivers were involved with a majority being satisfied with the clinic services.
Results: The most significant dimensions were "tangibles", "assurances", and "outcome". Caregivers from the Indian community, with lower household income, and lower educational backgrounds demonstrated a higher level of satisfaction.
Conclusion: This article suggests that although most caregivers are very satisfied with the services, greater emphasis must be placed on delivering reliable service in response to MOH's mission to provide quality and integrated people-centred health services in Malaysia.
References
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Geitona, M., Kyriopoulos, J., Zavras, D., Theodoratou, T., Alexopoulos, E. C. (2008) ‘Medication use and patient satisfaction: a population-based survey’, Family Practice, 25(5), pp. 362–369. doi: 10.1093/fampra/cmn068.
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John, J., Yatim, F. M. and Mani, S. A. (2011) ‘Measuring service quality of public dental health care facilities in Kelantan, Malaysia’, Asia-Pacific Journal of Public Health, 23(5), pp. 742–753. doi: 10.1177/1010539509357341.
Kaur, J., Hamajima, N., Yamamoto, E., Saw, Y. M., Kariya, T., Soon, G. C., Amin, A., Halim, A. N., Abdul Aziz, F., Sharon, S. H. (2019) ‘Patient satisfaction on the utilization of traditional and complementary medicine services at public hospitals in Malaysia’, Complementary Therapies in Medicine, 42, pp. 422–428. doi: 10.1016/j.ctim.2018.12.013.
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Minnick, A., Roberts, M., Young, W., Kleinpell, R., Marcantonio, R. (1997) ‘What influences patients’ reports of three aspects of hospital services?’, Medical care, 20(6), pp. 973–980. doi: 10.1097/00005650-199704000-00009.
Mukhtar, F., Anjum, A., Bajwa, M. A., Shahzad, S., Hamid, S., Masood, Z., Mustafa, R. (2013) ‘Patient satisfaction: OPD Services in a Tertiary Care Hospital of Lahore’, Professional Medical Journal, 20(6), pp. 973–980. Available at: https://applications.emro.who.int/imemrf/Professional_Med_J_Q/Professional_Med_J_Q_2013_20_6_973_980.pdf
Nguyen Thi, P. L., Briançon, S., Empereur, F., Guillemin, F. (2002) ‘Factors determining inpatient satisfaction with care’, Social Science & Medicine (1982), 54(4), pp. 493–504. doi: 10.1016/s0277-9536(01)00045-4.
Parasuraman, A. P., Zeithaml, V. and Berry, L. (1988) ‘SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality’, Journal of retailing, 64(1).
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985) ‘A Conceptual Model of Service Quality and Its Implications for Future Research’, Journal of Marketing, 49(4), pp. 41–50. doi: 10.2307/1251430.
Pinder, R. J., Ferguson, J. and Møller, H. (2016) ‘Minority ethnicity patient satisfaction and experience: results of the National Cancer Patient Experience Survey in England’, BMJ open, 6(6), p. e011938. doi: 10.1136/bmjopen-2016-011938.
Pitrou, I., Lecourt, A. C., Bailly, L., Brousse, B., Dauchet, L., Ladner, J. (2009) ‘Waiting time and assessment of patient satisfaction in a large reference emergency department: a prospective cohort study, France’, European Journal of Emergency Medicine: Official Journal of the European Society for Emergency Medicine, 16(4), pp. 177–182. doi: 10.1097/MEJ.0b013e32831016a6.
Roslan, G. J. (2002) Patient satisfaction : the Malaysian experience. Ph.D. University of Wales Swansea. Available at: https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.637051
Sharma, A., Kasar, P. K. and Sharma, R. (2014) ‘PATIENT SATISFACTION ABOUT HOSPITAL SERVICES: A STUDY FROM THE OUTPATIENT DEPARTMENT OF TERTIARY CARE HOSPITAL, JABALPUR, MADHYA PRADESH, INDIA’, National Journal of Community Medicine, 5(2), p. 5.
Tateke, T., Woldie, M. and Ololo, S. (2012) ‘Determinants of patient satisfaction with outpatient health services at public and private hospitals in Addis Ababa, Ethiopia’, African Journal of Primary Health Care & Family Medicine, 4(1), p. 384. doi: 10.4102/phcfm.v4i1.384.
Vuori, H. (1991) ‘PATIENT SATISFACTION—DOES IT MATTER?’, International Journal for Quality in Health Care, 3(3), pp. 183–189. doi: 10.1093/intqhc/3.3.183.
Wallin, E., Lundgren, P. O., Ulander, K., von Holstein, C. S. I. (2000) ‘Does age, gender or educational background effect patient satisfaction with short stay surgery?’, Ambulatory Surgery, 8(2), pp. 79–88. doi: 10.1016/S0966-6532(99)00039-6.
World Health Organization (2015) ‘WHO global strategy on people-centred and integrated health services: interim report’, Geneva: World Health Organization. Available at: https://apps.who.int/iris/handle/10665/155002 (Accessed: 2 December 2019).
World Health Organization. Regional Office for the Western Pacific (2012) Malaysia Health System Review, Manila: WHO Regional Office for the Western Pacific. Available at: https://iris.wpro.who.int/handle/10665.1/5283 (Accessed: 2 January 2020).
Yoon, S. and Suh, H. (2004) ‘Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool’, Information Systems Frontiers, 6(4), pp. 341–351. doi: 10.1023/B:ISFI.0000046376.10364.16.
Zun, A. B., Ibrahim, M. I. and Hamid, A. A. (2018) ‘Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model Among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia’, Oman Medical Journal, 33(5), pp. 416–422. doi: 10.5001/omj.2018.76.
Afzal, M., Rizvi, F., Azad, A. H., Rajput, A. M., Tariq, N.(2014) ‘Effect of demographic characteristics on patient’s satisfaction with health care facility’, Journal of Postgraduate Medical Institute (Peshawar - Pakistan), 28(2). Available at: https://jpmi.org.pk/index.php/jpmi/article/view/1528 (Accessed: 15 January 2020).
Aniza, I., Mohd Rizal, M., Ng, Y. S., Mardhiyyah, M., Helmi, I. (2011) ‘Caregivers’ Satisfaction of Healthcare Delivery at Paediatric Clinics of Universiti Kebangsaan Malaysia Medical Centre in 2009’, 66(2), pp. 84–88. Available at: https://pubmed.ncbi.nlm.nih.gov/22106682/ [Accessed 23 Feb. 2020].
Berry, L. L., Shostack, G. L., Upah, G. D. (1983) Emerging perspectives on services marketing. Chicago, IL: American Marketing Association. pp. 99-107.
Bleich, S. N., Ozaltin, E. and Murray, C. K. L. (2009) ‘How does satisfaction with the health-care system relate to patient experience?’, Bulletin of the World Health Organization, 87(4), pp. 271–278. doi: 10.2471/blt.07.050401.
Brooks, R., Lings, I. and Botschen, M. (1999) ‘Internal Marketing and Customer Driven Wavefronts’, Service Industries Journal, 19(4), pp. 49–67. doi: 10.1080/02642069900000044.
Cheng Lim, P. and Tang, N. K. H. (2000) ‘A study of patients’ expectations and satisfaction in Singapore hospitals’, International Journal of Health Care Quality Assurance, 13(7), pp. 290–299. doi: 10.1108/09526860010378735.
Cronin. Jr, J., Brady, M. and Hult, G. T. M. (2000) ‘Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments’, Journal of Retailing, 76(2), pp. 193–218. doi: 10.1016/S0022-4359(00)00028-2.
Donabedian, A. (2013) Explorations in quality assessment and monitoring. Volume 1, Volume 1,. Ann Arbor, Michigan : Health Administration Press, [1980] ©1980.
Dunsch, F., Evans, D. K., Macis, M., Wang, Q. (2018) ‘Bias in patient satisfaction surveys: a threat to measuring healthcare quality’, BMJ Global Health, 3(2), p. e000694. doi: 10.1136/bmjgh-2017-000694.
Gajovic, G., Kocić, S., Radovanovic, S., Ilic, B., Milosavljevic, M., Radevic, S., Ignjatovi Ristic, D. (2012) ‘Satisfaction of users in primary health care’, HealthMED, 6(12), pp. 4185–4193.
Ganasegeran, K., Perianayagam, W., Abdul Manaf, R., Ali Jadoo, S. A., Al-Dubai, S. A. R. (2015) ‘Patient Satisfaction in Malaysia’s Busiest Outpatient Medical Care’, The Scientific World Journal, 2015, pp. 1–6. doi: 10.1155/2015/714754.
Geitona, M., Kyriopoulos, J., Zavras, D., Theodoratou, T., Alexopoulos, E. C. (2008) ‘Medication use and patient satisfaction: a population-based survey’, Family Practice, 25(5), pp. 362–369. doi: 10.1093/fampra/cmn068.
Gounaris, S. and Dimitriadis, S. (2003) ‘Assessing service quality on the Web: Evidence from business-to-consumer portals’, Journal of Services Marketing, 17(5), pp. 529–548. doi: 10.1108/08876040310486302.
Hall, J. A. and Dornan, M. C. (1990) ‘Patient sociodemographic characteristics as predictors of satisfaction with medical care: a meta-analysis’, Social science & medicine (1982), 30(7), pp. 811–818. doi: 10.1016/0277-9536(90)90205-7.
Health Services Research Group (1992) ‘A guide to direct measures of patient satisfaction in clinical practice. Health Services Research Group.’, CMAJ: Canadian Medical Association Journal, 146(10), pp. 1727–1731. Available at: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1488691/ (Accessed: 20 March 2020).
Jaipaul, C. K. and Rosenthal, G. E. (2003) ‘Are older patients more satisfied with hospital care than younger patients?’, Journal of General Internal Medicine, 18(1), pp. 23–30. doi: 10.1046/j.1525-1497.2003.20114.x.
Janda, S., Trocchia, P. J. and Gwinner, K. P. (2002) ‘Consumer perceptions of Internet retail service quality’, International Journal of Service Industry Management, 13(5), pp. 412–431. doi: 10.1108/09564230210447913.
Jenkinson, C., Coulter, A., Bruster, S., Richars, N., Chandola, T. (2002) ‘Patients’ experiences and satisfaction with health care: results of a questionnaire study of specific aspects of care’, Quality & Safety in Health Care, 11(4), pp. 335–339. doi: 10.1136/qhc.11.4.335.
John, J., Yatim, F. M. and Mani, S. A. (2011) ‘Measuring service quality of public dental health care facilities in Kelantan, Malaysia’, Asia-Pacific Journal of Public Health, 23(5), pp. 742–753. doi: 10.1177/1010539509357341.
Kaur, J., Hamajima, N., Yamamoto, E., Saw, Y. M., Kariya, T., Soon, G. C., Amin, A., Halim, A. N., Abdul Aziz, F., Sharon, S. H. (2019) ‘Patient satisfaction on the utilization of traditional and complementary medicine services at public hospitals in Malaysia’, Complementary Therapies in Medicine, 42, pp. 422–428. doi: 10.1016/j.ctim.2018.12.013.
Larson, E., Sharma, J., Bohren, M. A., Tunçalp, Ö. (2019) ‘When the patient is the expert: measuring patient experience and satisfaction with care’, Bulletin of the World Health Organization, 97(8), pp. 563–569. doi: 10.2471/BLT.18.225201.
Lee, V. S., Kawamoto, K., Hess, R., Park, C., Young, J., Hunter, C., Johnson, S., Gulbransen, S., Pelt, C. S., Pelt, C. E., Horton, D. J., Graves, T. H., Anzai, Y., Pendleton, R. C. (2016) ‘Implementation of a Value-Driven Outcomes Program to Identify High Variability in Clinical Costs and Outcomes and Association With Reduced Cost and Improved Quality’, JAMA, 316(10), pp. 1061–1072. doi: 10.1001/jama.2016.12226.
Martínez-López-de-Castro, N., Álvarez-Payero, M., Martín-Vila, A., Samartin-Ucha, M., Iglesias-Neiro, P., Gayoso-Rey, M., Feijoo-Meléndez, D., Casanova-Martínez, C., Fariña-Conde, M., Piñeiro-Corrales, G. (2018) ‘Factors associated with patient satisfaction in an outpatient hospital pharmacy’, European journal of hospital pharmacy, 25(4), pp. 183–188. doi: 10.1136/ejhpharm-2016-001192.
Ministry of Health Malaysia (2011) Country Health Plan: 10th Malaysia Plan 2011-2015. pp. 17–18. Available at: https://www.moh.gov.my/moh/images/gallery/Report/Country_health.pdf (Accessed: 11 February 2020).
Minnick, A., Roberts, M., Young, W., Kleinpell, R., Marcantonio, R. (1997) ‘What influences patients’ reports of three aspects of hospital services?’, Medical care, 20(6), pp. 973–980. doi: 10.1097/00005650-199704000-00009.
Mukhtar, F., Anjum, A., Bajwa, M. A., Shahzad, S., Hamid, S., Masood, Z., Mustafa, R. (2013) ‘Patient satisfaction: OPD Services in a Tertiary Care Hospital of Lahore’, Professional Medical Journal, 20(6), pp. 973–980. Available at: https://applications.emro.who.int/imemrf/Professional_Med_J_Q/Professional_Med_J_Q_2013_20_6_973_980.pdf
Nguyen Thi, P. L., Briançon, S., Empereur, F., Guillemin, F. (2002) ‘Factors determining inpatient satisfaction with care’, Social Science & Medicine (1982), 54(4), pp. 493–504. doi: 10.1016/s0277-9536(01)00045-4.
Parasuraman, A. P., Zeithaml, V. and Berry, L. (1988) ‘SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality’, Journal of retailing, 64(1).
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985) ‘A Conceptual Model of Service Quality and Its Implications for Future Research’, Journal of Marketing, 49(4), pp. 41–50. doi: 10.2307/1251430.
Pinder, R. J., Ferguson, J. and Møller, H. (2016) ‘Minority ethnicity patient satisfaction and experience: results of the National Cancer Patient Experience Survey in England’, BMJ open, 6(6), p. e011938. doi: 10.1136/bmjopen-2016-011938.
Pitrou, I., Lecourt, A. C., Bailly, L., Brousse, B., Dauchet, L., Ladner, J. (2009) ‘Waiting time and assessment of patient satisfaction in a large reference emergency department: a prospective cohort study, France’, European Journal of Emergency Medicine: Official Journal of the European Society for Emergency Medicine, 16(4), pp. 177–182. doi: 10.1097/MEJ.0b013e32831016a6.
Roslan, G. J. (2002) Patient satisfaction : the Malaysian experience. Ph.D. University of Wales Swansea. Available at: https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.637051
Sharma, A., Kasar, P. K. and Sharma, R. (2014) ‘PATIENT SATISFACTION ABOUT HOSPITAL SERVICES: A STUDY FROM THE OUTPATIENT DEPARTMENT OF TERTIARY CARE HOSPITAL, JABALPUR, MADHYA PRADESH, INDIA’, National Journal of Community Medicine, 5(2), p. 5.
Tateke, T., Woldie, M. and Ololo, S. (2012) ‘Determinants of patient satisfaction with outpatient health services at public and private hospitals in Addis Ababa, Ethiopia’, African Journal of Primary Health Care & Family Medicine, 4(1), p. 384. doi: 10.4102/phcfm.v4i1.384.
Vuori, H. (1991) ‘PATIENT SATISFACTION—DOES IT MATTER?’, International Journal for Quality in Health Care, 3(3), pp. 183–189. doi: 10.1093/intqhc/3.3.183.
Wallin, E., Lundgren, P. O., Ulander, K., von Holstein, C. S. I. (2000) ‘Does age, gender or educational background effect patient satisfaction with short stay surgery?’, Ambulatory Surgery, 8(2), pp. 79–88. doi: 10.1016/S0966-6532(99)00039-6.
World Health Organization (2015) ‘WHO global strategy on people-centred and integrated health services: interim report’, Geneva: World Health Organization. Available at: https://apps.who.int/iris/handle/10665/155002 (Accessed: 2 December 2019).
World Health Organization. Regional Office for the Western Pacific (2012) Malaysia Health System Review, Manila: WHO Regional Office for the Western Pacific. Available at: https://iris.wpro.who.int/handle/10665.1/5283 (Accessed: 2 January 2020).
Yoon, S. and Suh, H. (2004) ‘Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool’, Information Systems Frontiers, 6(4), pp. 341–351. doi: 10.1023/B:ISFI.0000046376.10364.16.
Zun, A. B., Ibrahim, M. I. and Hamid, A. A. (2018) ‘Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model Among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia’, Oman Medical Journal, 33(5), pp. 416–422. doi: 10.5001/omj.2018.76.
Published
2022-07-21
How to Cite
SELVARAJAH, Thinakaran et al.
Caregivers' Perspective: Satisfaction with Healthcare Services at the Paediatric Specialist Clinic of the National Referral Centre in Malaysia.
Journal of Health Management, [S.l.], v. 18, n. 2, p. 37-53, july 2022.
ISSN 2948-5126.
Available at: <https://myjms.mohe.gov.my/index.php/johm/article/view/18873>. Date accessed: 11 oct. 2024.
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