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Title: Patient satisfaction : the Malaysian experience
Author: Ghazali, R. J.
Awarding Body: University of Wales Swansea
Current Institution: Swansea University
Date of Award: 2003
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The problem of scarce resources and escalating cost of health care has made the Malaysian governments to think about the corporatization of public hospitals. It is vital to understand the current situation before embarking on such a big project. The fundamental aim of the research was to assess the level of patient satisfaction in seven hospitals. In referral hospitals, only medical, surgical, orthopaedic, obstetric and gynaecology wards were selected. In non-referral hospitals, the wards selected were limited to male and female wards. Inpatients were given self-administered questionnaires after selection based on a set of inclusion and exclusion criteria. As for the staff, the same questionnaires were given to doctors, nurses and attendants who were working during that time. SERVQUAL, which was developed by Parasuraman, Zeithami and Berry, was used as a tool for measuring satisfaction. Apart from SERVQUAL, the questionnaires also include a session on respondent requests. Respondents were asked to list and prioritise five important things that they want from the hospital services. In this study the rate of patient satisfaction was low in all the seven hospitals. None of the hospitals had a patient satisfaction score greater than 45%. However in all the hospitals, the levels of dissatisfaction were only mild. In terms of SERVQUAL, patients and staff were least dissatisfied in the dimension of Empathy. Meanwhile, the greatest level of patient dissatisfaction was in the dimension of Responsiveness. For staff, the greatest level of dissatisfaction was Tangibles. Staff perceived that hospital equipment was not up-to-date. Patients understand that being a public hospital, it could only provide facilities to a certain extent. However they expect the staff to respond promptly to their needs. This study also has proven the hypothesis: The patient satisfaction will deteriorate if staff knowledge about patient requests/expectations decreases.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available