Assessing Patient Satisfaction in Public Healthcare: The Impact of Professional Relationships, Skills, and Facility Amenities
Keywords:
patient satisfaction, public healthcare services, healthcare professional
Abstract
Introduction: Public healthcare services play an essential role in providing health facilities or services for citizens who seek fundamental medical services. Patients’ satisfaction with healthcare services is mainstream as they are the service consumers. Therefore, it reflects how effective the services that have been given by the health care provider are.
Objectives: to investigate the influence of relationships and interaction with healthcare professionals, perception of healthcare professional skills, amenities, and registration and administrative procedures towards patient satisfaction.
Methods: A total of 160 sets of questionnaires received from the respondent of purposive sampling through the online survey that was analyzed with descriptive and inferential technique of correlation, and regression.Results: The relationship and interaction with healthcare professionals (β = 0.281, p < 0.01), perception of healthcare professionals' skills (β = 0.396, p < 0.01), registration and administration process (β = 0.117, p < 0.01), and evaluation of amenities, accessibility, and facilities (β = 0.164, p < 0.01) were all significant predictors of patient satisfaction. Conclusions: By prioritizing the development of strong professional relationships, improving perceived skills of healthcare providers, optimizing administrative processes, and upgrading facility amenities, healthcare providers and policymakers can foster environments where patient satisfaction and overall healthcare quality thrive.
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References
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Patients' satisfaction after primary health care centers' integration with the Ministry of
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Manimay, G. (2014). Measuring patient satisfaction. Leadership in Health Services, 27(3), 240-254.
Marshall, G., & Jonker, L. (2010). An introduction to descriptive statistics: A review and practical guide. Radiography, 16(4), e1-e7.
Osiya, D. A., Ogaji, D. S., & Onotai, L. (2017). Patients' satisfaction with healthcare: Comparing general practice services in tertiary and primary healthcare settings. Nigerian Health Journal, 17.
Neupane, R., & Devkota, M. (2017). Evaluation of the impacts of service quality dimensions on patient/customer satisfaction: A study of private hospitals in Nepal. International Journal of Social Sciences and Management, 4(3), 165-176.
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Singh, H., Haqq, E. D., & Mustapha, N. (1999). Patients’ perception and satisfaction with health care professionals at primary care facilities in Trinidad and Tobago. Bulletin of the World Health Organization, 77(4).
Sivasampu S, YF W, Ong SM, Ismail S, Goh P, Sinnadurai J. National Medical Care Statistics (NMCS) 2014. Kuala Lumpur: National Clinical Research Centre, National Healthcare Statistics Initiative; 2016. 2016 Jan.
Stepurko, T., Pavlova, M., & Groot, W. (2016). Overall satisfaction of health care users with the quality of and access to health care services: A cross-sectional study in six Central and Eastern European countries. BMC Health Services Research, 16(1), 1. https://doi.org/10.1186/s12913-016-1296-2
Sun, J., Hu, G., Ma, J., Chen, Y., Wu, L., Liu, Q., Hu, J., Livoti, C., Jiang, Y., & Liu, Y. (2017). Consumer satisfaction with tertiary healthcare in China: Findings from the 2015 China National Patient Survey. International Journal for Quality in Health Care, 29(2), 213–221.
Taherdoost, H. (2016). Validity and reliability of the research instrument; how to test the validation of a questionnaire/survey in a research. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3205040
Thompson, C. B. (2009). Descriptive data analysis. Air Medical Journal, 28(2).
Tung, Y.-C., & Chang, G.-M. (2009). Patient satisfaction with and recommendation of a primary care provider: Associations of perceived quality and patient education. International Journal for Quality in Health Care, 21(3), 206–213. https://doi.org/10.1093/intqhc/mzp006
Ursachi, G., Horodnic, I. A., & Zait, A. (2015). How reliable are measurement scales? External factors with indirect influence on reliability estimators. Procedia Economics and Finance, 20, 679-686.
Vasiliki, A. (2017). Measuring the quality of health services provided at a Greek public hospital through patient satisfaction: Case study: The General Hospital of Kavala. International Journal of Business and Economic Sciences Applied Research, 10(2).
Will, K. K., Johnson, M. L., & Lamb, G. (2019). Part of the Health and Medical Administration Commons, Health Services Administration Commons. Health Services Research Commons, 6(158-171).
Xie, Z., & Or, C. (2017). Associations between waiting times, service times, and patient satisfaction in an endocrinology outpatient department: A time study and questionnaire survey. Inquiry, 54, 1-10.
Zamzuri, Z. H., Yahya, M. A. S., Teng, C. L., Hong, T. T., Hnin, H. W. N., & Jayaraj, V. (2020). A cross-sectional study on patient satisfaction with Universiti Kebangsaan Malaysia Medical Centre (UKMMC) primary care clinic. Retrieved from https://www.researchgate.net/publication/264975663_A_cross-sectional_study_on_patient_satisfaction_with_Universiti_Kebangsaan_Malaysia_Medical_Centre_UKMMC_primary_care_clinic
Patients' satisfaction after primary health care centers' integration with the Ministry of
Health hospitals, Jeddah. Journal of Epidemiology and Global Health.
Amin, M., & Nasharuddin, S. Z. (2013). Hospital service quality and its effects on patient
satisfaction and behavioral intention. Clinical Governance: An International Journal, 18(3), 238-254. https://doi.org/10.1108/CGIJ-05-2012-0016
Asif, M., Jameel, A., Hussain, A., Hwang, J., & Sahito, N. (2019). Linking transformational
leadership with nurse-assessed adverse patient outcomes and the quality of care: Assessing the role of job satisfaction and structural empowerment. International Journal of Environmental Research and Public Health, 16(13), 2381.
Azmi Hassali, M., Alrasheedy, A., Ab Razak, B., AL Tamimi, S., Saleem, F., Haq, N., & Aljadhey, H. (2014). Assessment of general public satisfaction with public healthcare services in Kedah, Malaysia. Australasian Medical Journal, 7(1).
Batbaatar E, Dorjdagva J, Luvsannyam A, Savino MM, Amenta P. Determinants of patient satisfaction: a systematic review. Perspectives in Public Health. 2017;137(2):89-101. https://doi:10.1177/1757913916634136
Blut, M., Beatty, S. E., Evanschitzky, H., & Brock, C. (2014). The impact of service characteristics de on the switching costs–patients' loyalty link. Journal of Retailing, 90(2), 275–290. https://doi.org/10.1016/j.jretai.2014.04.003
Cheng, S.-H., Yang, M.-C., & Chiang, T.-L. (2003). Patient satisfaction with and recommendation of a hospital: Effects of interpersonal and technical aspects of hospital care. International Journal for Quality in Health Care, 15(4), 345–355. https://doi.org/10.1093/intqhc/mzg045
Deledda G, Moretti F, Rimondini M, Zimmermann C. How patients want their doctor to communicate. A literature review on primary care patients' perspective. Patient Educ Couns. (2013) 90:297–306.
Ee, Y. K., Ng, C. J., Syahirah, M. R., Abdul Malik, T. F., Chiew, T. K., Lee, P. Y., et al. (2022). Effectiveness of a web-based, electronic medical records integrated patient agenda tool to improve doctor-patient communication in primary care consultations: A pragmatic cluster-randomized controlled trial study. International Journal of Medical Informatics, 162, 104761.
Lee, S., Groß, S. E., Pfaff, H., & Dresen, A. (2020). Waiting time, communication quality, and patient satisfaction: An analysis of moderating influences on the relationship between perceived waiting time and the satisfaction of breast cancer patients during their inpatient stay. Patient Education and Counseling, 103(4), 819-825.
Ganasegeran, K., Perianayagam, W., Abdul Manaf, R., Ali Jadoo, S. A., & Al-Dubai,S. A. R. (2015). Patient satisfaction in Malaysia’s busiest outpatient medical care.Scientific World Journal, 2015. https://doi.org/10.1155/2015/714754
Hussain, A., Sial, M., Usman, S., Hwang, J., Jiang, Y., & Shafiq, A. (2019). What factors affect patient satisfaction in public sector hospitals: Evidence from an emerging economy. International Journal of Environmental Research and Public Health, 16(6), 994.
Ivany E, Lane DA. Patient satisfaction: a key component in increasing treatment adherence and persistence. Thrombosis Haemostasis. 2021; 121(3): 255-7.
Kamra, V., Singh, H., & Kumar De, K. (2016). Factors affecting patient satisfaction: an exploratory study for quality management in the health-care sector. Total Quality Management and Business Excellence, 27(9–10), 1013–1027. https://doi.org/10.1080/14783363.2015.1057488
Kumar, S., & Chong, I. (2018). Correlation analysis to identify the effective data in machine learning: Prediction of depressive disorder and emotion states. International Journal of Environmental Research and Public Health, 15(12), 2907. https://doi.org/10.3390/ijerph15122907
Kokou, P., Van Tonder, E., & Roberts-Lombard, M. (2015). Patient satisfaction measurement for in-hospital services delivered by nurses: Guidelines for improving practice in Africa. American Journal of Health Sciences, 6(1), 23.
Lee, Y. N., Zilani, S., & Rrahman, M. K. (2020). Determinants of patients' intention to purchase social enterprise products: A structural model analysis. Journal of Social Entrepreneurship, 23(1), 1-22. https://doi.org/10.1080/19420676.2020.17829
Mimi, O., Tong, S. F., Nordin, S., Teng, C. L., Khoo, E. M., Abdul-Rahman, A. K., Zailinawati, A. H., Lee, V. K. M., Chen, W. S., Shihabudin, W. M., Noridah, M. S., & Fauziah, Z. E. (2011). A comparison of morbidity patterns
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient satisfaction with health care services: An application of physician’s behavior as a moderator. International Journal of Environmental Research and Public Health, 16(18), Article 3318. https://doi.org/10.3390/ijerph16183318
Manimay, G. (2014). Measuring patient satisfaction. Leadership in Health Services, 27(3), 240-254.
Marshall, G., & Jonker, L. (2010). An introduction to descriptive statistics: A review and practical guide. Radiography, 16(4), e1-e7.
Osiya, D. A., Ogaji, D. S., & Onotai, L. (2017). Patients' satisfaction with healthcare: Comparing general practice services in tertiary and primary healthcare settings. Nigerian Health Journal, 17.
Neupane, R., & Devkota, M. (2017). Evaluation of the impacts of service quality dimensions on patient/customer satisfaction: A study of private hospitals in Nepal. International Journal of Social Sciences and Management, 4(3), 165-176.
Safurah, J., Kamaliah, M. N., Khairiyah, A. M., Nour Hanah, O., Healy, J., Kalsom, M., & Zakiah, M. S. (2013). Malaysia health system review. Health Systems in Transition, 3(1), 44.
Shabbir, A., Malik, S. A., & Malik, S. A. (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality & Reliability Management, 33(5), 538-557.
Singh, H., Haqq, E. D., & Mustapha, N. (1999). Patients’ perception and satisfaction with health care professionals at primary care facilities in Trinidad and Tobago. Bulletin of the World Health Organization, 77(4).
Sivasampu S, YF W, Ong SM, Ismail S, Goh P, Sinnadurai J. National Medical Care Statistics (NMCS) 2014. Kuala Lumpur: National Clinical Research Centre, National Healthcare Statistics Initiative; 2016. 2016 Jan.
Stepurko, T., Pavlova, M., & Groot, W. (2016). Overall satisfaction of health care users with the quality of and access to health care services: A cross-sectional study in six Central and Eastern European countries. BMC Health Services Research, 16(1), 1. https://doi.org/10.1186/s12913-016-1296-2
Sun, J., Hu, G., Ma, J., Chen, Y., Wu, L., Liu, Q., Hu, J., Livoti, C., Jiang, Y., & Liu, Y. (2017). Consumer satisfaction with tertiary healthcare in China: Findings from the 2015 China National Patient Survey. International Journal for Quality in Health Care, 29(2), 213–221.
Taherdoost, H. (2016). Validity and reliability of the research instrument; how to test the validation of a questionnaire/survey in a research. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3205040
Thompson, C. B. (2009). Descriptive data analysis. Air Medical Journal, 28(2).
Tung, Y.-C., & Chang, G.-M. (2009). Patient satisfaction with and recommendation of a primary care provider: Associations of perceived quality and patient education. International Journal for Quality in Health Care, 21(3), 206–213. https://doi.org/10.1093/intqhc/mzp006
Ursachi, G., Horodnic, I. A., & Zait, A. (2015). How reliable are measurement scales? External factors with indirect influence on reliability estimators. Procedia Economics and Finance, 20, 679-686.
Vasiliki, A. (2017). Measuring the quality of health services provided at a Greek public hospital through patient satisfaction: Case study: The General Hospital of Kavala. International Journal of Business and Economic Sciences Applied Research, 10(2).
Will, K. K., Johnson, M. L., & Lamb, G. (2019). Part of the Health and Medical Administration Commons, Health Services Administration Commons. Health Services Research Commons, 6(158-171).
Xie, Z., & Or, C. (2017). Associations between waiting times, service times, and patient satisfaction in an endocrinology outpatient department: A time study and questionnaire survey. Inquiry, 54, 1-10.
Zamzuri, Z. H., Yahya, M. A. S., Teng, C. L., Hong, T. T., Hnin, H. W. N., & Jayaraj, V. (2020). A cross-sectional study on patient satisfaction with Universiti Kebangsaan Malaysia Medical Centre (UKMMC) primary care clinic. Retrieved from https://www.researchgate.net/publication/264975663_A_cross-sectional_study_on_patient_satisfaction_with_Universiti_Kebangsaan_Malaysia_Medical_Centre_UKMMC_primary_care_clinic
Published
2024-10-07
How to Cite
Nusrah Samat, Hemarubini R Paramasivam, Fatimah, S., & Noor Fzlinda Fabeil. (2024). Assessing Patient Satisfaction in Public Healthcare: The Impact of Professional Relationships, Skills, and Facility Amenities. PROFESSIONAL HEALTH JOURNAL, 6(1), 365-377. https://doi.org/10.54832/phj.v6i1.813
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