Journal of Education and Health Promotion

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

Document Type : Original Article

Authors

. Roy Rillera Marzo
. Sudip Bhattacharya 1
. Noorhaida Binti Ujang 2
. Thein Win Naing
. Anita Ting Huong Fei 3
. Cheong Kah Chun 3
. Cheryl Pock Xue Ting 3
. Pavithra A/P Rajah 3
. Kavitra A/P Shanmuganathan 3

1 Department of Community Medicine, Himalayan Institute of Medical Sciences, Dehradun, Uttarakhand, India

2 Department of Health, Johor, Malaysia

3 Muar District Health Office, Johor, Malaysia

Abstract
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.

Keywords

Effective treatment
health‑care facilities
health‑care service
patient satisfaction
physician–patient interaction
service quality
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Journal of Education and Health Promotion
Volume 11, Issue 4
May 2021
Pages 1-5

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