Patients' satisfaction: A study of specialist clinic Queen Elizabeth Hospital Kota Kinabalu Sabah
Introduction The patients’ or customers’ satisfaction has been the main issues in any service industry particularly in the healthcare organization. The healthcare organizations operating in the public sectors such as hospital are experiencing low quality of services leading to dissatisfaction am...
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| Format: | Thesis |
| Language: | English |
| Published: |
2011
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| Subjects: | |
| Online Access: | http://ur.aeu.edu.my/131/1/Patients%27%20satisfaction%3B%20A%20study%20of%20specialist%20clinic%20Queen%20Elizabeth%20Hospital%20Kota%20Kinabalu%20Sabah.pdf http://ur.aeu.edu.my/131/ |
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| Summary: | Introduction
The patients’ or customers’ satisfaction has been the main issues in any service industry
particularly in the healthcare organization. The healthcare organizations operating in the
public sectors such as hospital are experiencing low quality of services leading to
dissatisfaction among the users of healthcare.
Purpose of the study
The purpose of the study is to assess the satisfaction of patients who have patronized or
visited at the specialist clinic provided by the government hospital and to identify factors
leads to patient’s satisfaction.
Methodology
The cross-sectional approach was used in this study to assess patients’ satisfaction in the
Specialist Clinic of the Queen Elizabeth Hospital Kota Kinabalu. The SERVQUAL or
Service Quality Instruments was used as a tool to measure the customers’ services provided
at this hospital. The sample of sixty (n=60) respondents was selected randomly in five
(5) chosen clinics. The data collection was conducted for two weeks.
Finding
The analysis revealed that although the majority of the respondents were satisfied with
services provided but their level of satisfaction was not correlated with the respondent's
expectation on the service quality. Most of them expected the specialist clinic to provide
service at the time promised to satisfy their level of satisfaction and the clinic to be
visually appealing or better environment as found in the SERVQUAL dimension. The
perception finding had put Empathy to be positively and significantly correlated in their
level of satisfaction. On the Gap analysis found that all the perception dimensions were
higher than the expectations. The high positive gap score of 4.65 was on Empathy. This
revealed that staff of the specialist clinic must be more understanding on the parts of
patients’ illness. The other factors highlighted on their dissatisfaction on the service
provided were long waiting, congested, many patients and poor communication between
the staff and patients.
Conclusion
Thus, this study sheds light on many fields for improvement by the healthcare
management. Emphasis should put more on the cause of dissatisfaction as revealed in the
finding. This finding has also provided the hospital management or managers the
directions to develop strategies which will meet the patients’ expectation of service
quality to restore their trust, confidence and satisfaction in the government hospital. |
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