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Patient Satisfaction on Waiting Time and Duration of Consultation at Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre

Original article

Abstrak

Pesakit semakin berasa tidak puas hati dengan “masa menunggu” dan “tempoh kon­sultasi” di klinik pesakit luar. Satu kajian keratan rentas telah dijalankan untuk mengu­kur tempoh menunggu dan tempoh konsultasi pesakit dan mengenalpasti tahap kepu­asan pesakit terhadap tempoh menunggu dan tempoh konsultasi di Klinik  Ortopedik, Pusat Perubatan  Universiti Kebangsaan Malaysia (PPUKM). Kajian ini turut mengkaji kepuasan pesakit terhadap keseluruhan perkhidmatan klinik. Data dikumpul dengan menggunakan borang soal-selidik isi sendiri. Seramai 81 orang pesakit mengambil bahagian di dalam kajian dengan kadar respons 100 peratus. Hasil kajian menunjuk­kan bahawa terdapat perbezaan yang signifikan di antara min tempoh menunggu ta­hap II (tempoh menunggu daripada pesakit diberi nombor sehingga pesakit dipanggil masuk ke dalam bilik doktor) yang dijangka (ekspektasi) dengan min tempoh me­nunggu tahap II sebenar yang dialami. Perbezaan signifikan juga didapati diantara min tempoh konsultasi yang dijangka dengan tempoh konsultasi sebenar. Walau ba­gai­manapun, perbandingan nilai min tempoh menunggu tahap I (tempoh menunggu dari­pada pesakit mendaftar sehingga pesakit diberi nombor) yang dijangka dengan tem­poh menunggu sebenar tidak menunjukkan perbezaan yang signifi­kan (p>0.05). Se­cara keseluruhan, kepuasan pesakit terhadap tempoh menunggu adalah rendah (29.6%) dan tempoh rawatan adalah sederhana (41.9%). Manakala kepuasan keselu­ruhan perkhidmatan klinik menunjukkan tahap kepuasan yang sederhana (56.8%). Kajian ini juga menunjukkan bahawa kepuasan pesakit tidak dipengaruhi oleh faktor sosiodemografi responden seperti umur, bangsa, tahap pendidikan, pekerjaan dan pendapatan. Keputusan penting dari kajian ini akan dapat membantu pihak peng­urus­an klinik dalam masalah aduan pesakit dan mempertingkatkan lagi tahap kepuas­an pesakit terhadap perkhidmatan keseluruhan klinik Ortopedik di PPUKM.

Abstract

Patients are increasingly dissatisfied with the “waiting time” and “duration of consultation” at outpatient clinics. A cross sectional study was carried out to measure waiting time and duration of consultation and to examine patients’ level of satisfaction towards waiting time and duration of consultation at the Orthopedic Clinic, Universiti Kebangsaan Malaysia Medical Centre (UKMMC). This study also examined patient’s satisfaction towards the overall clinic services. Data was collected using a self-administered questionnaire. A total of 81 patients participated in this study with a response rate of 100 percent. Findings indicated a significant difference in the mean between expected waiting time level II (from the time the patient is given the calling number till the time patient is called into the doctor’s room) and the actual waiting time level II experienced. A significant difference in the mean between the expected duration of consultation and the actual duration of consultation experienced was also noted. However, no significant difference was found between the mean of expected waiting time level I (the time patient register at the counter till the patient is given the calling number) and the actual waiting time (p>0.05). Overall, patient satisfaction towards waiting time was low (29.6%) and duration of consultation was of moderate level (41.9%). The overall satisfaction towards the clinic services were of average level (56.8%). Findings also indicated that patient satisfaction was not influenced by socio-demographic factors of respondents such as age, ethnic, education level, occupation and income level. Important findings from this study may help staff managing the clinic in addressing patients’ complaint on waiting time and improve patients’ satisfaction on the overall services of the Orthopedic clinic in UKMMC.