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Patients' satisfaction with the bulk trolley system in a government hospital in Malaysia

Purpose: The purpose of this paper is to determine patients' satisfaction with the bulk trolley food service system and the effect of the system on energy and protein intakes. Design/methodology/approach: An interview-based questionnaire was used to measure patients' satisfaction (...

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Main Authors: Jamaluddin, Rosita, Abd Manan, Nurul Aqmaliza, Basri, Aina Mardiah, Abdul Karim, Muhammad Shahrim
Format: Article
Language:English
Published: Emerald Group Publishing 2010
Online Access:http://psasir.upm.edu.my/id/eprint/16059/1/Patients.pdf
http://psasir.upm.edu.my/id/eprint/16059/
http://www.emeraldinsight.com/doi/abs/10.1108/17511871011061073
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spelling my.upm.eprints.160592016-09-05T07:53:31Z http://psasir.upm.edu.my/id/eprint/16059/ Patients' satisfaction with the bulk trolley system in a government hospital in Malaysia Jamaluddin, Rosita Abd Manan, Nurul Aqmaliza Basri, Aina Mardiah Abdul Karim, Muhammad Shahrim Purpose: The purpose of this paper is to determine patients' satisfaction with the bulk trolley food service system and the effect of the system on energy and protein intakes. Design/methodology/approach: An interview-based questionnaire was used to measure patients' satisfaction (n = 70) with the hospital food services. Dietary intake of hospital food was determined through one-day weighed food intake survey and a food record for non-hospital food. Findings: The majority of the patients (98.6 per cent) were satisfied and 1.4 per cent was very satisfied with the food service. Energy (kcal) and protein (g) intakes from hospital food were higher than that of outside food (p < 0.05). However, most patients did not obtain their full energy and protein requirements from the hospital food provided. Four food service dimensions were found to be significantly correlated with patients' overall satisfaction (p < 0.05). Research limitations/implications: The questionnaire was adapted from the study by Capra et al. and modified to suit the local food service system, thus the application may be context-specific. The instrument did not measure factors that influence hospital food consumption, nor did it differentiate between the acceptability of different kinds of food. Also a comparison of patients' acceptance between the plated and bulk trolley system was not conducted in this study. Practical implications: The results of the study can be used as a basis for decision making and for future planning of the food service system. The findings prompt analytical comparison, between the bulk trolley, and plated systems, in determining patients' preference, and to increase food intake. Originality/value: Patient satisfaction surveys are regularly conducted in the country but none had ever studied the effectiveness of the bulk trolley system in relation to patients' satisfaction. The findings are noteworthy and, compared with the past literature review, the difference in the way the system is carried out in the country may be the contributing factor regarding patients' satisfaction system. Emerald Group Publishing 2010-01 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/16059/1/Patients.pdf Jamaluddin, Rosita and Abd Manan, Nurul Aqmaliza and Basri, Aina Mardiah and Abdul Karim, Muhammad Shahrim (2010) Patients' satisfaction with the bulk trolley system in a government hospital in Malaysia. Leadership in Health Services, 23 (3). pp. 260-268. ISSN 1751-1879 http://www.emeraldinsight.com/doi/abs/10.1108/17511871011061073 10.1108/17511871011061073
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description Purpose: The purpose of this paper is to determine patients' satisfaction with the bulk trolley food service system and the effect of the system on energy and protein intakes. Design/methodology/approach: An interview-based questionnaire was used to measure patients' satisfaction (n = 70) with the hospital food services. Dietary intake of hospital food was determined through one-day weighed food intake survey and a food record for non-hospital food. Findings: The majority of the patients (98.6 per cent) were satisfied and 1.4 per cent was very satisfied with the food service. Energy (kcal) and protein (g) intakes from hospital food were higher than that of outside food (p < 0.05). However, most patients did not obtain their full energy and protein requirements from the hospital food provided. Four food service dimensions were found to be significantly correlated with patients' overall satisfaction (p < 0.05). Research limitations/implications: The questionnaire was adapted from the study by Capra et al. and modified to suit the local food service system, thus the application may be context-specific. The instrument did not measure factors that influence hospital food consumption, nor did it differentiate between the acceptability of different kinds of food. Also a comparison of patients' acceptance between the plated and bulk trolley system was not conducted in this study. Practical implications: The results of the study can be used as a basis for decision making and for future planning of the food service system. The findings prompt analytical comparison, between the bulk trolley, and plated systems, in determining patients' preference, and to increase food intake. Originality/value: Patient satisfaction surveys are regularly conducted in the country but none had ever studied the effectiveness of the bulk trolley system in relation to patients' satisfaction. The findings are noteworthy and, compared with the past literature review, the difference in the way the system is carried out in the country may be the contributing factor regarding patients' satisfaction system.
format Article
author Jamaluddin, Rosita
Abd Manan, Nurul Aqmaliza
Basri, Aina Mardiah
Abdul Karim, Muhammad Shahrim
spellingShingle Jamaluddin, Rosita
Abd Manan, Nurul Aqmaliza
Basri, Aina Mardiah
Abdul Karim, Muhammad Shahrim
Patients' satisfaction with the bulk trolley system in a government hospital in Malaysia
author_facet Jamaluddin, Rosita
Abd Manan, Nurul Aqmaliza
Basri, Aina Mardiah
Abdul Karim, Muhammad Shahrim
author_sort Jamaluddin, Rosita
title Patients' satisfaction with the bulk trolley system in a government hospital in Malaysia
title_short Patients' satisfaction with the bulk trolley system in a government hospital in Malaysia
title_full Patients' satisfaction with the bulk trolley system in a government hospital in Malaysia
title_fullStr Patients' satisfaction with the bulk trolley system in a government hospital in Malaysia
title_full_unstemmed Patients' satisfaction with the bulk trolley system in a government hospital in Malaysia
title_sort patients' satisfaction with the bulk trolley system in a government hospital in malaysia
publisher Emerald Group Publishing
publishDate 2010
url http://psasir.upm.edu.my/id/eprint/16059/1/Patients.pdf
http://psasir.upm.edu.my/id/eprint/16059/
http://www.emeraldinsight.com/doi/abs/10.1108/17511871011061073
_version_ 1643826106760953856
score 13.211869

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