Inpatient satisfaction: An analysis of Malaysian public hospitals

International Journal of Public Sector Management

Volumn 25, Issue 1, 2012, Pages 6-16

  Hazilah Abd Manaf, Noor ^a  

^a INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA   (Malaysia)

Author keywords

Health care; Hospitals; Malaysia; Patient satisfaction; Patients; Public health; Public healthcare; Public hospitals

Indexed keywords

EID: 84855773369     PISSN: 09513558     EISSN: None     Source Type: Journal    
DOI: 10.1108/09513551211200258     Document Type: Article

References (33)

1. Abdullah, A.R., Adnan, Z.D., Ghazali, R.J.D., Mahmood, R., Thuraisingham, J. and Ahmad, A.H. (2000), “A study of an excellent organisation: Hospital Tengku Ampuan Afzan Kuantan, Pahang Darul Makmur”, unpublished document, Institute for Health Management, Kuala Lumpur.
2. Angelopoulou, P., Kangis, P. and Babis, G. (1998), “Private and public medicine: a comparison of quality perceptions”, International Journal of Healthcare Quality Assurance, Vol. 11 No. 1, pp. 14-20.
3. Batchelor, C., Owens, D.J., Read, M. and Bloor, M. (1994), “Patient satisfaction studies: methodology, management and consumer evaluation”, International Journal of Healthcare Quality Assurance, Vol. 7 No. 7, pp. 22-31.
4. Coyle, J. and Williams, B. (1999), “Seeing the woods for the trees: defining the forgotten concept of patient dissatisfaction in the light of patient satisfaction research”, Leadership in Health Services, Vol. 12 No. 4, pp. 1-9.
5. Donabedian, A. (1988), “The quality of care: how can it be assessed?”, Journal of the American Medical Association, Vol. 260 No. 12, pp. 1743-8.
6. Elleuch, A. (2008), “Patient satisfaction in Japan”, International Journal of Healthcare Quality Assurance, Vol. 21 No. 7, pp. 692-705.
7. Evason, E. and Whittington, D. (1997), “Patients' perception of quality in a Northern Ireland hospital trust: a focus group study”, International Journal of Healthcare Quality Assurance, Vol. 10 No. 1, pp. 7-19.
8. Ghazali, R.J.M. (2002), Towards Patients' Delight, Institute of Health Management, Ministry of Health Malaysia, Kuala Lumpur.
9. Gill, L. and White, L. (2009), “A critical review of patient satisfaction”, Leadership in Health Services, Vol. 22 No. 1, pp. 8-19.
10. Hair, J.E. Jr, Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, Prentice Hall, Englewood Cliffs, NJ.
11. Kasalova, H. (1995), “Rectification of the primary data obtained by a patient satisfaction survey”, International Journal of Healthcare Quality Assurance, Vol. 8 No. 1, pp. 15-16.
12. Lim, B. (2002), “Four fold increase in foreign doctors”, New Straits Times, 25 January, p. 3.
13. Lim, P.C. and Tang, N.K.H. (2000), “A study of patients' expectations and satisfaction in Singapore hospitals”, International Journal of Healthcare Quality Assurance, Vol. 13 No. 7, pp. 290-9.
14. Lin, B. and Kelly, E. (1995), “Methodological issues in patient satisfaction survey”, International Journal of Healthcare Quality Assurance, Vol. 8 No. 6, pp. 32-7.
15. Manaf, N.H.A. (2006), “Patient satisfaction in outpatient clinics of Malaysian public hospitals”, IIUM Journal of Economics and Management, Vol. 14 No. 1, pp. 81-110.
16. Nunnally, J.C. and Bernstein, I.H. (1994), Psychometric Theory, McGraw-Hill, New York, NY.
17. Ramsaran-Fowdar, R.R. (2005), “Identifying healthcare quality attributes”, Journal of Health and Human Services Administration, Vol. 27 No. 4, pp. 428-43.
18. Sewell, N. (1997), “Continuous quality improvement in acute healthcare: creating holistic and integrated approach”, International Journal of Healthcare Quality Assurance, Vol. 10 No. 1, pp. 20-6.
19. Tomes, A.E. and Ng, S.C.P. (1995), “Service quality in hospital care: the development of an inpatient questionnaire”, International Journal of Healthcare Quality Assurance, Vol. 8 No. 3, pp. 25-33.
20. Torres, E.J. and Guo, K.L. (2004), “Quality improvement techniques to improve patient satisfaction”, International Journal of Healthcare Quality Assurance, Vol. 17 No. 6, pp. 334-8.
21. Tucker, J.L. (2002), “The moderators of patient satisfaction”, Journal of Management in Medicine, Vol. 16 No. 1, pp. 48-66.
22. Yon, R. (2002), “Health care financing in Malaysia: future trends”, in Aljunid, S.M. and Mohsein, N.A.A. (Eds), Health Economics Issues in Malaysia, University of Malaya Press, Kuala Lumpur.
23. Zabada, Z., Sanjay, S. and Munchus, G. (2001), “The role of information technology in enhancing patient satisfaction”, British Journal of Clinical Governance, Vol. 6 No. 1, pp. 9-16.
24. Andaleeb, S.S. (1998), “Determinants of customer satisfaction with hospitals: a managerial model”, International Journal of Healthcare Quality Assurance, Vol. 11 No. 6, pp. 181-7.
25. Ford, R.C., Bach, S.A. and Fottler, M.D. (1997), “Methods of measuring patient satisfaction in healthcare organisations”, Healthcare Management Review, Vol. 22 No. 2, pp. 74-89.
26. Friedman, M.A. (1995), “Issues in measuring and improving healthcare quality”, Healthcare Financing Review, Vol. 16 No. 4, pp. 1-13.
27. Gonzalez, N., Quintana, J.M., Bilbao, A. and Escobar, A. (2005), “Development and validation of an in-patient satisfaction questionnaire”, Journal for Quality in Health Care, Vol. 17 No. 6, pp. 465-72.
28. Ministry of Health Malaysia (1998), The Strategic Plan for Quality in Health, Ministry of Health Malaysia, Kuala Lumpur.
29. Ministry of Health Malaysia (2000), Indicators for Monitoring and Evaluation of Strategy for Health for All, Ministry of Health Malaysia, Kuala Lumpur.
30. Ministry of Health Malaysia (2001), Indicators for Monitoring and Evaluation of Strategy for Health for All, Ministry of Health Malaysia, Kuala Lumpur.
31. Morgan, C. and Murgatroyd, S. (1994), Total Quality Management in the Public Sector: An International Perspective, Open University Press, Buckingham.
32. Suleiman, A.B. (1995), Working for Health, Ministry of Health Malaysia, Kuala Lumpur.
33. Suleiman, A.B. and Jegathesan, M. (2000), Health in Malaysia: Achievements and Challenges, Ministry of Health Malaysia, Kuala Lumpur.