CAREGIVERS’ PERSPECTIVE: SATISFACTION WITH HEALTHCARE SERVICES AT THE PAEDIATRIC SPECIALIST CLINIC OF THE NATIONAL REFERRAL CENTRE IN MALAYSIA

Author:

Selvarajah ThinakaranORCID,Yamamoto EikoORCID,Saw Yu MonORCID,Kariya TetsuyoshiORCID,Hamajima NobuyukiORCID

Abstract

ABSTRACTBackgroundThe 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. A first research 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 prevalence and factors affecting the satisfaction of caregivers at the national referral centre.Materials and MethodsCross-sectional research using the standard self-administered SERVQUAL questionnaire was conducted amongst caregivers accompanying their child 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.ResultThe most significant dimensions were “tangibles”, “assurance” and “outcome”. Caregivers from the Indian community, lower household income, and lower educational background demonstrated a higher level of satisfaction.ConclusionThis 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.

Publisher

Cold Spring Harbor Laboratory

Reference41 articles.

1. Inpatient satisfaction: An Analysis of Malaysian Public Hospitals;International Journal of Public Sector Management, [online],2012

2. Afzal, M. , Rizvi, F. , Azad, A. , Rajput, A. , Khan, A. and Tariq, N. (2014). Effect of Demographic Characteristics on Patient’s Satisfaction with Health Care Facility. Journal of Postgraduate Medical Institute, [online] 28(2). Available at: http://applications.emro.who.int/imemrf/J_Postgrad_Med_Inst/J_Postgrad_Med_Inst_2014_28_2_154_160.pdf [Accessed 15 Jan. 2020].

3. Caregivers’ Satisfaction of Healthcare Delivery at Paediatric Clinics of Universiti Kebangsaan Malaysia Medical Centre in 2009;The Medical Journal of Malaysia, [online],2011

4. Berry, L.L. , Shostack, G.L. and Upah, G.D. (1983). Emerging Perspectives on Services Marketing. Chicago: American Marketing Association, pp.99–107.

5. How does satisfaction with the health-care system relate to patient experience?;Bulletin of the World Health Organization, [online],2009

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3