Patient Satisfaction as An Indicator of Service Quality In Malaysian Public Hospitals

Abstract

The Ministry of Health (MOH) is the major healthcare provider in Malaysia, although the service is also being complemented by the private sector which constitutes about 35% of overall healthcare services. Public hospitals in the country are organised into national level, state level and district level. The national level hospital is Hospital Kuala Lumpur, which serves as the National Referral Centre. It is the largest hospital in the country with 2500 beds, providing a comprehensive range of tertiary care services. The state level hospitals provide a comprehensive range of secondary care services and are located in the state capital of each of the thirteen federal states in the country. These are also large hospitals with bed capacity ranging from 800‐1200. The district level hospitals on the other hand, provide basic impatient care services. For those with resident specialist, some secondary level speciality services are also provided. District hospitals without specialities are generally smaller with beds ranging from 30 to 150, while those with specialists may have beds ranging from 200 to 500.

Citation

Hazilah Abd Manaf, N. and Siew Nooi, P. (2007), "Patient Satisfaction as An Indicator of Service Quality In Malaysian Public Hospitals", Asian Journal on Quality, Vol. 8 No. 3, pp. 113-122. https://doi.org/10.1108/15982688200700028