The Association Between Patient Satisfaction and other Related Factors at the Outpatient Department

Abstract

Improving the quality of health in Malaysia contributes to improving national development. Patient satisfaction in public healthcare is the yardstick for healthcare quality to provide healthcare services effectively and accurately. The study aimed to define the relationship between patient satisfaction and other related factors in the outpatient department in a public clinic. Related factors investigated in this study were waiting time, staff interpersonal and technical quality, services, facility, and overall. The questionnaires were distributed to the patients visiting the outpatient department at a public clinic in Johor. A quantitative approach was used in this study. Although 500 questionnaires were distributed, only 447 were identified as complete questionnaires. The collected data on patient satisfaction from the questionnaire were analysed by SPSS Software using descriptive statistics (frequency (%), mean and standard deviation) and inferential statistics (independent t-test and ANOVA). The questionnaire analysed using SPSS software showed patient demographic information, disease characteristics, treatment, and other related factors. The level of patient satisfaction for waiting time, staff interpersonal and technical quality, service, and overall was tested using an independent t-test to determine whether there was a statistically significant difference between genders. The other is a one-way ANOVA, which examines whether status, the highest income, and frequency of hospital visits significantly affect patient satisfaction with waiting time.