Patient’s satisfaction towards healthcare services and its associated factors at the highest patient loads government primary care clinic in Pahang
Introduction: Patient satisfaction is widely used to monitor the quality of health care services. A significant patient load may influence health care services and patient satisfaction. Klinik Kesihatan Bandar Kuantan, Pahang (KKBK) has the highest patient loads in Pahang state, followed by Klin...
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| Main Authors: | , , , |
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| Format: | Article |
| Language: | English English |
| Published: |
Malaysian Medical Association
2024
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/110835/2/110835_Patient%E2%80%99s%20satisfaction%20towards%20healthcare%20services.pdf http://irep.iium.edu.my/110835/3/110835_Patient%E2%80%99s%20satisfaction%20towards%20healthcare%20services_Scopus.pdf http://irep.iium.edu.my/110835/ https://e-mjm.org/ |
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| Summary: | Introduction: Patient satisfaction is widely used to monitor
the quality of health care services. A significant patient load
may influence health care services and patient satisfaction.
Klinik Kesihatan Bandar Kuantan, Pahang (KKBK) has the
highest patient loads in Pahang state, followed by Klinik
Kesihatan Beserah and Klinik Kesihatan Kurnia. There are
up to 700 attendees at KKBK per day, representing a
population of 209679. KKBK had receives several
complaints and patient unhappiness with its health care
services, despite the administration’s efforts to improve the
clinics healthcare delivery. Thus, this study aimed to
measure patients' satisfaction towards health care services
at Pahang’s highest patient loads primary care clinic.
Materials and Methods: A cross-sectional study was
conducted at Klinik Kesihatan Bandar Kuantan, Kuantan,
Pahang. Patients were selected using stratified random
sampling, and 201 participants were selected. The selected
participants were asked to fill up the self-administered
validated questionnaires consisting of background
characteristics and Patient Satisfaction Questionnaire 18
(PSQ-18). Data collection period was from March 2022 to
August 2022. Descriptive analysis was used to describe the
background characteristics of respondents and the score of
patient satisfaction. Multiple linear regression was used to
determine the factors associated with patient satisfaction
while adjusting for cofounders.
Results: A total of 201 eligible data points were analysed in
the study. The respondent mean age was 47.1 ± 16.9. Most
respondents were Malay (68.7%), having secondary
education (54.2%) and predominantly from the B40 income
class (88.1%). The overall mean patient satisfaction score
was 3.83 ± 0.31. There were significant associations between
overall satisfaction with patient education level (B = −0.144;
95% CI −0.246, −0.042; p = 0.006), waiting time (B = −0.371;
95% CI −0.534, −0.209; p = 0.001) and consultation duration
(B = −0.154; 95% CI −0.253, −0.055; p = 0.0020). It was found
that patients with secondary education were less satisfied
compared to patients with primary education level on health
care services they received. Meanwhile, those who were not
happy with the waiting time and consultation duration
showed less satisfaction with overall healthcare services. |
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