Understanding Patient Satisfaction in Public Health Clinics in Malaysia: A Conceptual Analysis
Year: 2024
Type: article
Abstract: Patient satisfaction is a key measure of healthcare quality, encompassing both the effectiveness of care and service efficiency.In Malaysia, public health clinics serve a significant portion of the population, with the government striving to improve the quality and accessibility of these services.However, patient satisfaction in these clinics varies due to factors such as demographic, socio-economic, and service-related variables.This conceptual paper explores the determinants of patient satisfaction in Malaysian public health clinics, drawing on existing literature to develop a comprehensive framework.The review of 20 journals reveals that factors like waiting time, service quality, communication, and patient expectations are critical drivers of satisfaction, while demographic influences such as age, gender, and income yield mixed results.Using theoretical models such as the expectancyvalue theory, perceived service quality model, and SERVQUAL, this paper provides a holistic understanding of how patient satisfaction is formed and suggests ways to improve it.The findings emphasize the importance of managing patient expectations and enhancing communication to deliver a more patient-centered healthcare experience.Future research should address gaps related to policy impacts, regional disparities, clinical outcomes, and the growing role of digital health technologies in improving patient satisfaction.
Authors: Siti Maryam Meah Mohd Meah, Adriana Mohd Rizal
Institution: University of Technology Malaysia
Language: English
Subfield: General Health Professions
Field: Health Professions
Domain: Health Sciences
Open Access status: diamond
OpenAlex ID: W4405854406