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The impact of service quality provided by health-care centers and physicians on patient satisfaction

BACKGROUND: Patient satisfaction is a comprehensive measurement of patients' happiness with the level of health care delivered to them both inside and outside the physician's office. It is commonly used as an indicator to assess the health-care quality and affects a wide range of component...

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Autores principales: Marzo, Roy Rillera, Bhattacharya, Sudip, Ujang, Noorhaida Binti, Naing, Thein Win, Huong Fei, Anita Ting, Chun, Cheong Kah, Xue Ting, Cheryl Pock, Rajah, Pavithra A/P, Shanmuganathan, Kavitra A/P
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Wolters Kluwer - Medknow 2021
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8224513/
https://www.ncbi.nlm.nih.gov/pubmed/34222535
http://dx.doi.org/10.4103/jehp.jehp_979_20
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author Marzo, Roy Rillera
Bhattacharya, Sudip
Ujang, Noorhaida Binti
Naing, Thein Win
Huong Fei, Anita Ting
Chun, Cheong Kah
Xue Ting, Cheryl Pock
Rajah, Pavithra A/P
Shanmuganathan, Kavitra A/P
author_facet Marzo, Roy Rillera
Bhattacharya, Sudip
Ujang, Noorhaida Binti
Naing, Thein Win
Huong Fei, Anita Ting
Chun, Cheong Kah
Xue Ting, Cheryl Pock
Rajah, Pavithra A/P
Shanmuganathan, Kavitra A/P
author_sort Marzo, Roy Rillera
collection PubMed
description BACKGROUND: Patient satisfaction is a comprehensive measurement of patients' happiness with the level of health care delivered to them both inside and outside the physician's office. It is commonly used as an indicator to assess the health-care quality and affects a wide range of components related to the provision of health services such as ease of access, medical malpractice, and clinical outcomes. The study aimed to analyze patients' satisfaction with the quality of health care they received at the outpatient department of Klinik Kesihatan Maharani Muar Healthcare Facility (KMMHF), Johor. MATERIALS AND METHODS: This cross-sectional study was conducted between August and December 2019 period. Demographic information and information on patients' feelings about their physicians, treatment, and health facilities provided were collected from 407 consented patients in a simple random sampling survey using a researcher-made, an adapted Medical Interview Satisfaction, questionnaire which was pilot tested before administration to the patients. Data were analyzed with SPSS version 23. Descriptive statistics and correlational and group comparison analyses were utilized. RESULTS: Of the 407 patients studied for physician–patient satisfaction, the overall mean of all the respondents responding was 4.089 ± 0.5, which was ranked the highest among the three objectives. The effectiveness of treatment came as the second highest with the overall mean of 4.088 ± 0.5. Finally, the overall health-care facilities had the lowest overall mean of 4.077 ± 0.5 among the three. CONCLUSION: Most patients who visited KMMHF were mostly satisfied with the outcomes of physician–patient interaction in the clinic.
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spelling pubmed-82245132021-07-02 The impact of service quality provided by health-care centers and physicians on patient satisfaction Marzo, Roy Rillera Bhattacharya, Sudip Ujang, Noorhaida Binti Naing, Thein Win Huong Fei, Anita Ting Chun, Cheong Kah Xue Ting, Cheryl Pock Rajah, Pavithra A/P Shanmuganathan, Kavitra A/P J Educ Health Promot Original Article BACKGROUND: Patient satisfaction is a comprehensive measurement of patients' happiness with the level of health care delivered to them both inside and outside the physician's office. It is commonly used as an indicator to assess the health-care quality and affects a wide range of components related to the provision of health services such as ease of access, medical malpractice, and clinical outcomes. The study aimed to analyze patients' satisfaction with the quality of health care they received at the outpatient department of Klinik Kesihatan Maharani Muar Healthcare Facility (KMMHF), Johor. MATERIALS AND METHODS: This cross-sectional study was conducted between August and December 2019 period. Demographic information and information on patients' feelings about their physicians, treatment, and health facilities provided were collected from 407 consented patients in a simple random sampling survey using a researcher-made, an adapted Medical Interview Satisfaction, questionnaire which was pilot tested before administration to the patients. Data were analyzed with SPSS version 23. Descriptive statistics and correlational and group comparison analyses were utilized. RESULTS: Of the 407 patients studied for physician–patient satisfaction, the overall mean of all the respondents responding was 4.089 ± 0.5, which was ranked the highest among the three objectives. The effectiveness of treatment came as the second highest with the overall mean of 4.088 ± 0.5. Finally, the overall health-care facilities had the lowest overall mean of 4.077 ± 0.5 among the three. CONCLUSION: Most patients who visited KMMHF were mostly satisfied with the outcomes of physician–patient interaction in the clinic. Wolters Kluwer - Medknow 2021-05-20 /pmc/articles/PMC8224513/ /pubmed/34222535 http://dx.doi.org/10.4103/jehp.jehp_979_20 Text en Copyright: © 2021 Journal of Education and Health Promotion https://creativecommons.org/licenses/by-nc-sa/4.0/This is an open access journal, and articles are distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 License, which allows others to remix, tweak, and build upon the work non-commercially, as long as appropriate credit is given and the new creations are licensed under the identical terms.
spellingShingle Original Article
Marzo, Roy Rillera
Bhattacharya, Sudip
Ujang, Noorhaida Binti
Naing, Thein Win
Huong Fei, Anita Ting
Chun, Cheong Kah
Xue Ting, Cheryl Pock
Rajah, Pavithra A/P
Shanmuganathan, Kavitra A/P
The impact of service quality provided by health-care centers and physicians on patient satisfaction
title The impact of service quality provided by health-care centers and physicians on patient satisfaction
title_full The impact of service quality provided by health-care centers and physicians on patient satisfaction
title_fullStr The impact of service quality provided by health-care centers and physicians on patient satisfaction
title_full_unstemmed The impact of service quality provided by health-care centers and physicians on patient satisfaction
title_short The impact of service quality provided by health-care centers and physicians on patient satisfaction
title_sort impact of service quality provided by health-care centers and physicians on patient satisfaction
topic Original Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8224513/
https://www.ncbi.nlm.nih.gov/pubmed/34222535
http://dx.doi.org/10.4103/jehp.jehp_979_20
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