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https://ptsldigital.ukm.my/jspui/handle/123456789/578479| Title: | Determinants of patient’s satisfaction towards hospital services in a Specialist Centre |
| Authors: | Siti Munira Yasin (UITM) Nazri Syamil Abdull Latip (UITM) Farnaza Ariffin (UITM) Hilwati Hashim (UITM) Mazlifah Omar (UITM) |
| Keywords: | Hospital characteristics Patient satisfaction Quality of services Specialist Centre |
| Issue Date: | Jul-2017 |
| Description: | Patient satisfaction plays a crucial role in assessing the quality of services provided by healthcare services. The purpose of the present study was to determine the factors influencing patient satisfaction towards services of a specialist medical centre. A cross sectional study was conducted among 300 patients attending a semi-private multidisciplinary specialist centre in Malaysia. They were provided with a set of self-administered questionnaires on patient satisfaction with the services received at the facility. Patient satisfaction was divided into three main components: patient characteristics, delivery of services and hospital characteristics. Additional qualitative comments were also obtained. The mainstay of the analysis was multivariate logistic regression. Altogether, 273 (91.2%) of the patients rated their overall satisfaction as “good” or “very good”. Hospital characteristics (i.e., cleanliness; OR: 30.58 (95% CI: 3.52 – 265.79), hospital appearance; OR: 12.69 (95% CI; 1.51 – 106.53) had the strongest influence on the patient’s overall satisfaction. The findings revealed that the reason a majority of patients liked the hospital was related to good quality of services (18.7%), comfort (21.9%) and the friendly staff (8.8%). Hence, hospital characteristics are the most important determinants of overall patient satisfaction. In addition, the quality of delivery services and a friendly staff should also be considered when improving hospital services in a multidisciplinary specialist centre. |
| News Source: | Pertanika Journals |
| ISSN: | 0128-7680 |
| Volume: | 25 |
| Pages: | 169-178 |
| Publisher: | Universiti Putra Malaysia Press |
| Appears in Collections: | Journal Content Pages/ Kandungan Halaman Jurnal |
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|---|---|---|---|---|
| ukmvital_115959+Source01+Source010.PDF | 260.88 kB | Adobe PDF |  View/Open |
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