PATIENT SATISFACTION IN OUTPATIENT CLINICS OF MALAYSIAN PUBLIC HOSPITALS: AN EMPIRICAL ANALYSIS

Abstract

The main aim of the study is to provide an empirical analysis of patient satisfaction in the outpatient clinics of Malaysian public hospitals. Most of the outpatient clinics at the country’s public hospitals provide specialist treatment. Cluster sampling was used to select the hospitals while self-administered questionnaires were the main method of data collection employed. The research was limited to public hospitals in Peninsular Malaysia. Twenty-three hospitals participated in the survey, including the national referral centre. Two dimensions of patient satisfaction emerged, namely the clinical and physical dimension of service. Patients are found to be more satisfied with the physical dimensions of service than the clinical dimension. Correlation between waiting time and patient satisfaction was also established from the study. Lower patient satisfaction is correlated with longer waiting time. The finding also suggests that non-income earners tend to be more satisfied with the level of service received. Although the findings indicate that patient satisfaction is generally high, the generosity factor inherent in patient satisfaction research cannot be ignored.

JEL classification: I18, H83

Key words: Patient satisfaction, Public hospitals, Outpatient clinics.