A Cross-Sectional Study on Patient Satisfaction with Universiti Kebangsaan Malaysia Medical Centre (UKMMC) Primary Care Clinic
Patient Satisfaction in Primary Health Care Clinic
Abstract
Patient satisfaction plays a crucial role in ensuring utilization of healthcare services, continuity of care, and compliance towards treatment. Thus, this study aimed at determining the level of patient satisfaction with the services provided by the UKMMC primary care clinic. A descriptive cross-sectional study involving 317 patients attending the clinic from February to March 2011 was carried out. They were selected through systematic random sampling. Using a validated self-administered Patient Satisfaction Questionnaire-46 (PSQ-46) in English and Malay versions, general satisfaction and satisfactions with five different subscales (doctors, nurses, accessibility, facilities and appointment) were assessed. A majority of the patients (93.1%) were generally satisfied with the overall services. Among the five subscales, patients were most satisfied with the doctors (96.5%), but only 35.6% of the patients were satisfied with the facilities. The proportions of patients who were satisfied with other subscales were: 86.1% (appointment), 82.0% (nurses) and 68.1% (accessibility). There was a significant association between each of the subscales and the general satisfaction (p<0.001 for doctors, nurses, accessibility and appointment; p=0.014 for facilities). However, such relationship was not demonstrated between the socio-demographic factors and the general satisfaction (p=0.200 for gender, p=0.108 for age, p=0.894 for race, p=0.146 for educational level, p=0.653 for job status, p=0.867 for type of occupation, and p=0.623 for family income). In conclusion, many patients perceived that clinic facilities were substandard but they still had a high level of general satisfaction. Nevertheless, strategies in improving the facilities are still required as it will contribute to the quality of care and patient satisfaction.
Keywords :
Malaysia,
patient satisfaction,
primary health care,
quality of health care,
Abstrak
Kepuasan pesakit memainkan peranan yang penting dalam memastikan penggunaan perkhidmatan jagaan kesihatan, rawatan berterusan dan kepatuhan terhadap rawatan. Maka, kajian ini bertujuan untuk menentukan tahap kepuasan pesakit dengan perkhidmatan yang diberikan oleh klinik jagaan primer PPUKM. Satu kajian deskriptif keratan rentas yang melibatkan 317 pesakit yang hadir ke klinik tersebut telah dijalankan daripada Febuari sehingga Mac 2011. Mereka telah dipilih melalui pensampelan rawak secara sistematik. Dengan menggunakan satu borang soal-selidik kepuasan pesakit-46 (PSQ-46) yang telah disahkan di dalam versi Inggeris dan Melayu, kepuasan keseluruhan dan kepuasan dengan lima sub skala (doktor, jururawat, aksesibiliti, kemudahan dan temujanji) diperiksa. Sebahagian besar pesakit (93.1%) secara umumnya berpuas hati dengan perkhidmatan keseluruhan. Di antara lima skala sub, pesakit sangat berpuas hati dengan doktor (96.5%), tetapi hanya 35.6% pesakit berpuas hati dengan kemudahan. Jumlah pesakit yang berpuas hati dengan sub skala yang lain adalah: 86.1% (temujanji), 82.0% (jururawat) dan 68.1% (aksesibiliti). Terdapat perkaitan yang ketara di antara setiap skala sub dan kepuasan keseluruhan (p<0.001 untuk doktor, jururawat, aksesibiliti dan temujanji; p=0.014 untuk kemudahan). Walaubagaimanapun, perkaitan sedemikian tidak kelihatan di antara faktor-faktor sosio-demografi dan kepuasan keseluruhan (p=0.200 untuk jantina, p=0.108 untuk umur, p=0.894 untuk kaum, p=0.146 untuk tahap pendidikan, p=0.653 untuk status pekerjaan, p=0.867 untuk jenis pekerjaan, dan p=0.623 untuk pendapatan keluarga). Kesimpulannya, kebanyakan pesakit merasakan kemudahan klinik adalah substandard tetapi mereka mempunyai tahap kepuasan keseluruhan yang tinggi. Namun, strategi untuk memperbaiki kemudahan masih diperlukan kerana ia dapat meningkatkan lagi kualiti rawatan dan kepuasan pesakit.
Kata Kunci :
jagaan kesihatan primer,
kepuasan pesakit,
kualiti penjagaan kesihatan,
Malaysia,
Correspondance Address
Dr. Hizlinda Tohid, Department of Family Medicine, Faculty of Medicine, Universiti Kebangsaan Malaysia, Jalan Yaakob Latif, Bandar Tun Razak, 56000 Cheras, Kuala Lumpur. Tel: 03-91456119. Fax: 603-91456680. Email: hizlinda2202@gmail.com.
