Article | 10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence; 18-20 June; 2007 in Helsingborg; Sweden | Patient Satisfaction as an Indicator of Service Quality in Malaysian Public Hospitals

Title:
Patient Satisfaction as an Indicator of Service Quality in Malaysian Public Hospitals
Author:
Noor Hazilah Abd Manaf: International Islamic University Malaysia, Malaysia Phang Siew Nooi: University Malaya, Malaysia
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Full text (pdf)
Year:
2007
Conference:
10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence; 18-20 June; 2007 in Helsingborg; Sweden
Issue:
026
Article no.:
011
No. of pages:
9
Publication type:
Abstract and Fulltext
Published:
2008-02-15
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


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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.

Keywords: Patient satisfaction; quality management; healthcare; Malaysia; public hospitals

10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence; 18-20 June; 2007 in Helsingborg; Sweden

Author:
Noor Hazilah Abd Manaf, Phang Siew Nooi
Title:
Patient Satisfaction as an Indicator of Service Quality in Malaysian Public Hospitals
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10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence; 18-20 June; 2007 in Helsingborg; Sweden

Author:
Noor Hazilah Abd Manaf, Phang Siew Nooi
Title:
Patient Satisfaction as an Indicator of Service Quality in Malaysian Public Hospitals
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