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Satisfaction levels of clients using emergency medical service in Klang Valley: retrospective telephone survey

The measurement of clients' satisfaction with pre-hospital care setting is particularly important since Emergency Medical Service (EMS) is often a primary determinant in the health care delivery service and there is no information available regarding this variable in Klang Valley, Malaysia. Thi...

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Main Authors: Nurumal, Mohd. Said, Raja Lexshimi, RG, Che Jamaludin, Farrah Ilyani, Sheikh Ab Karim, Sarah
Format: Article
Language:English
English
Published: UKM 2016
Subjects:
RT Nursing
Online Access:http://irep.iium.edu.my/53721/1/index.php_option%3Dcom_content%26view%3Darticle%26id%3D767_satisfaction-levels-of-clients-using-emergency-medical-service-in-klang-valley-retrospective-telephone-survey%26catid%3D109_2016-volume-16-3%26Itemid%3D123
http://irep.iium.edu.my/53721/2/53721_SATISFACTION%20LEVELS%20OF%20CLIENTS.pdf
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spelling my.iium.irep.537212017-10-20T08:11:36Z http://irep.iium.edu.my/53721/ Satisfaction levels of clients using emergency medical service in Klang Valley: retrospective telephone survey Nurumal, Mohd. Said Raja Lexshimi, RG Che Jamaludin, Farrah Ilyani Sheikh Ab Karim, Sarah RT Nursing The measurement of clients' satisfaction with pre-hospital care setting is particularly important since Emergency Medical Service (EMS) is often a primary determinant in the health care delivery service and there is no information available regarding this variable in Klang Valley, Malaysia. This study aims to identify the satisfaction level of clients using EMS in the Klang Valley region, Malaysia. A retrospective telephone survey (5-7 min/call) was conducted at central and suburbs of Klang Valley’s Medical Emergency Coordinator Centre (MECC). Customer satisfaction was assessed during the period of 1.1.2011 to 31.12.2011 using a structured questionnaire. The total sample size was n=500 patients or significant others. Cases were contacted for this survey by using proportionate stratified random sampling. The survey instrument was designed to assess two primary domains of satisfaction which are 1) interaction and 2) communication, in addition to overall satisfaction. The urban versus suburban and views on the different types of cases were compared. In this study 100 patients and 400 significant others participated. Customer satisfaction mean score was 3.12±0.88 in a 1- 5 scale. This study indicated that both urban and suburban society in the Klang Valley areas were satisfied with the pre-hospital care service they received. There are many other external factors that can affect the satisfaction of the customer such as a technical error or bad weather. All these could delay a response. Evaluating customer satisfaction is an essential indicator for improving and achieving an excellent health care delivery system for a society. Keyword: Emergency Medical Service, Satisfaction, Telephone Survey UKM 2016-12-16 Article REM application/pdf en http://irep.iium.edu.my/53721/1/index.php_option%3Dcom_content%26view%3Darticle%26id%3D767_satisfaction-levels-of-clients-using-emergency-medical-service-in-klang-valley-retrospective-telephone-survey%26catid%3D109_2016-volume-16-3%26Itemid%3D123 application/pdf en http://irep.iium.edu.my/53721/2/53721_SATISFACTION%20LEVELS%20OF%20CLIENTS.pdf Nurumal, Mohd. Said and Raja Lexshimi, RG and Che Jamaludin, Farrah Ilyani and Sheikh Ab Karim, Sarah (2016) Satisfaction levels of clients using emergency medical service in Klang Valley: retrospective telephone survey. Malaysian Journal of Public Health Medicine, 16 (3). pp. 295-299. ISSN 1675-0306 http://www.mjphm.org.my/mjphm/
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
English
topic RT Nursing
spellingShingle RT Nursing
Nurumal, Mohd. Said
Raja Lexshimi, RG
Che Jamaludin, Farrah Ilyani
Sheikh Ab Karim, Sarah
Satisfaction levels of clients using emergency medical service in Klang Valley: retrospective telephone survey
description The measurement of clients' satisfaction with pre-hospital care setting is particularly important since Emergency Medical Service (EMS) is often a primary determinant in the health care delivery service and there is no information available regarding this variable in Klang Valley, Malaysia. This study aims to identify the satisfaction level of clients using EMS in the Klang Valley region, Malaysia. A retrospective telephone survey (5-7 min/call) was conducted at central and suburbs of Klang Valley’s Medical Emergency Coordinator Centre (MECC). Customer satisfaction was assessed during the period of 1.1.2011 to 31.12.2011 using a structured questionnaire. The total sample size was n=500 patients or significant others. Cases were contacted for this survey by using proportionate stratified random sampling. The survey instrument was designed to assess two primary domains of satisfaction which are 1) interaction and 2) communication, in addition to overall satisfaction. The urban versus suburban and views on the different types of cases were compared. In this study 100 patients and 400 significant others participated. Customer satisfaction mean score was 3.12±0.88 in a 1- 5 scale. This study indicated that both urban and suburban society in the Klang Valley areas were satisfied with the pre-hospital care service they received. There are many other external factors that can affect the satisfaction of the customer such as a technical error or bad weather. All these could delay a response. Evaluating customer satisfaction is an essential indicator for improving and achieving an excellent health care delivery system for a society. Keyword: Emergency Medical Service, Satisfaction, Telephone Survey
format Article
author Nurumal, Mohd. Said
Raja Lexshimi, RG
Che Jamaludin, Farrah Ilyani
Sheikh Ab Karim, Sarah
author_facet Nurumal, Mohd. Said
Raja Lexshimi, RG
Che Jamaludin, Farrah Ilyani
Sheikh Ab Karim, Sarah
author_sort Nurumal, Mohd. Said
title Satisfaction levels of clients using emergency medical service in Klang Valley: retrospective telephone survey
title_short Satisfaction levels of clients using emergency medical service in Klang Valley: retrospective telephone survey
title_full Satisfaction levels of clients using emergency medical service in Klang Valley: retrospective telephone survey
title_fullStr Satisfaction levels of clients using emergency medical service in Klang Valley: retrospective telephone survey
title_full_unstemmed Satisfaction levels of clients using emergency medical service in Klang Valley: retrospective telephone survey
title_sort satisfaction levels of clients using emergency medical service in klang valley: retrospective telephone survey
publisher UKM
publishDate 2016
url http://irep.iium.edu.my/53721/1/index.php_option%3Dcom_content%26view%3Darticle%26id%3D767_satisfaction-levels-of-clients-using-emergency-medical-service-in-klang-valley-retrospective-telephone-survey%26catid%3D109_2016-volume-16-3%26Itemid%3D123
http://irep.iium.edu.my/53721/2/53721_SATISFACTION%20LEVELS%20OF%20CLIENTS.pdf
http://irep.iium.edu.my/53721/
http://www.mjphm.org.my/mjphm/
_version_ 1643614401641578496
score 13.211869

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