Patient Satisfaction in Malaysia’s Busiest Outpatient Medical Care

TLDR

The study investigated factors influencing outpatient patient satisfaction in Malaysia. A cross‑sectional exit survey of 340 outpatients at Malaysia’s busiest outpatient clinic used a validated PSQ‑18 questionnaire to assess satisfaction determinants. Patients rated technical quality and convenience highly but were dissatisfied with doctors’ time, manners, and communication; satisfaction correlated with gender, income, and visit purpose, indicating a need for targeted professional development.

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.