title: Patient satisfaction in Malaysia's busiest outpatient medical care.
abstract: This study aimed to explore factors associated with patient satisfaction of outpatient medical care in Malaysia. A cross-sectional exit survey was conducted among 340 outpatients aged between 13 and 80 years after successful clinical consultations and treatment acquirements using convenience sampling at the outpatient medical care of Tengku Ampuan Rahimah Hospital (HTAR), Malaysia, being the country's busiest medical outpatient facility. A survey that consisted of sociodemography, socioeconomic, and health characteristics and the validated Short-Form Patient Satisfaction Questionnaire (PSQ-18) scale were used. Patient satisfaction was the highest in terms of service factors or tangible priorities, particularly "technical quality" and "accessibility and convenience," but satisfaction was low in terms of service orientation of doctors, particularly the "time spent with doctor," "interpersonal manners," and "communication" during consultations. Gender, income level, and purpose of visit to the clinic were important correlates of patient satisfaction. Effort to improve service orientation among doctors through periodical professional development programs at hospital and national level is essential to boost the country's health service satisfaction.
authors: Medical Department, Tengku Ampuan Rahimah Hospital (HTAR), Jalan Langat, 41200 Klang, Selangor, Malaysia.
authors: Kurubaran
authors: 0000-0002-9480-1815
authors: K
authors: Ganasegeran
authors: Medical Department, Tengku Ampuan Rahimah Hospital (HTAR), Jalan Langat, 41200 Klang, Selangor, Malaysia.
authors: Wilson
authors: W
authors: Perianayagam
authors: Department of Community Health, UKM Medical Centre, Jalan Yaacob Latif, Cheras, 56000 Kuala Lumpur, Malaysia.
authors: Rizal Abdul
authors: RA
authors: Manaf
authors: International Institute for Global Health, United Nations University, Jalan Yaacob Latif, Cheras, 56000 Kuala Lumpur, Malaysia ; International Centre for Case-Mix and Clinical Coding, UKM Medical Centre, Jalan Yaacob Latif, Cheras, 56000 Kuala Lumpur, Malaysia.
authors: Saad Ahmed Ali
authors: SA
authors: Jadoo
authors: Department of Community Medicine, International Medical University, Jalan Jalil Perkasa, Bukit Jalil, 57000 Kuala Lumpur, Malaysia.
authors: Sami Abdo Radman
authors: SA
authors: Al-Dubai
mesh_terms: D000293:Adolescent; D000328:Adult; D000367:Age Factors; D000368:Aged; D000369:Aged, 80 and over; D000553:Ambulatory Care / Q000592:standards* / Q000706:statistics & numerical data; D003430:Cross-Sectional Studies; D005260:Female; D006801:Humans; D008296:Malaysia / Q000453:epidemiology; D008297:Male; D008875:Middle Aged; D010044:Outpatient Clinics, Hospital / Q000592:standards / Q000706:statistics & numerical data; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D012737:Sex Factors; D012959:Socioeconomic Factors; D011795:Surveys and Questionnaires; D055815:Young Adult
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