Patient's satisfaction on outpatient pharmacy services in government hospitals / Faizah Abd Rahman

Objectives: The study is to establish the level of satisfaction with OPD services, to determine the relationship between patient characteristics and satisfaction level, to study the extent of correlations between dimensions and to identify the gap between Ministry of Health (MOH) and Marquez-Peiro,...

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Main Author:	Abd Rahman, Faizah
Format:	Thesis
Language:	English
Published:	2010
Subjects:	Pharmaceutical supplies
Online Access:	https://ir.uitm.edu.my/id/eprint/13749/2/13749.pdf
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id	my-uitm-ir.13749
record_format	uketd_dc
spelling	my-uitm-ir.137492023-06-26T01:00:10Z Patient's satisfaction on outpatient pharmacy services in government hospitals / Faizah Abd Rahman 2010 Abd Rahman, Faizah Pharmaceutical supplies Objectives: The study is to establish the level of satisfaction with OPD services, to determine the relationship between patient characteristics and satisfaction level, to study the extent of correlations between dimensions and to identify the gap between Ministry of Health (MOH) and Marquez-Peiro, 2008 Questionnaire. Methodology: A cross - sectional survey was carried out among patients who visited two OPD in two government hospitals. Data were collected using structured and validated questionnaire consisting of 8 questions related to patient characteristics and 6 dimensions with 24 questions related to patient satisfaction. Descriptive statistics, Parametric and Nonparametric such as independent sample t-tests, Kruskal Wallis Test, Mann-Whitney U Test were used for data analysis. Pearson correlation Test also used to identify the correlations between dimensions. Results: A total of 309 out of 350 questionnaires distributed were completed and collected. The respondents comprised 53.1% male and 46.9% female. All dimensions were identified as not different significantly in both hospitals. Further analysis on each questionnaire observed the 3 most influential variables affecting patient's satisfaction are waiting time, waiting area and pharmacists' assessment on patient medication. It was found that overall Patient Satisfaction Index (PSI) for both hospitals is 70.38%. The strongest correlation was found between D4 and D5 and the weakest correlation between Dl and successfully identified. Conclusions: The study concluded that different hospitals have different outcomes on patient's satisfaction level. This is due to the differences in patients' characteristic, layout of the OPD area, systems workflow and pharmacist skills and experiences. 2010 Thesis https://ir.uitm.edu.my/id/eprint/13749/ https://ir.uitm.edu.my/id/eprint/13749/2/13749.pdf text en public mphil masters Universiti Teknologi MARA (UiTM) Faculty of Pharmacy
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Pharmaceutical supplies
spellingShingle	Pharmaceutical supplies Abd Rahman, Faizah Patient's satisfaction on outpatient pharmacy services in government hospitals / Faizah Abd Rahman
description	Objectives: The study is to establish the level of satisfaction with OPD services, to determine the relationship between patient characteristics and satisfaction level, to study the extent of correlations between dimensions and to identify the gap between Ministry of Health (MOH) and Marquez-Peiro, 2008 Questionnaire. Methodology: A cross - sectional survey was carried out among patients who visited two OPD in two government hospitals. Data were collected using structured and validated questionnaire consisting of 8 questions related to patient characteristics and 6 dimensions with 24 questions related to patient satisfaction. Descriptive statistics, Parametric and Nonparametric such as independent sample t-tests, Kruskal Wallis Test, Mann-Whitney U Test were used for data analysis. Pearson correlation Test also used to identify the correlations between dimensions. Results: A total of 309 out of 350 questionnaires distributed were completed and collected. The respondents comprised 53.1% male and 46.9% female. All dimensions were identified as not different significantly in both hospitals. Further analysis on each questionnaire observed the 3 most influential variables affecting patient's satisfaction are waiting time, waiting area and pharmacists' assessment on patient medication. It was found that overall Patient Satisfaction Index (PSI) for both hospitals is 70.38%. The strongest correlation was found between D4 and D5 and the weakest correlation between Dl and successfully identified. Conclusions: The study concluded that different hospitals have different outcomes on patient's satisfaction level. This is due to the differences in patients' characteristic, layout of the OPD area, systems workflow and pharmacist skills and experiences.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Abd Rahman, Faizah
author_facet	Abd Rahman, Faizah
author_sort	Abd Rahman, Faizah
title	Patient's satisfaction on outpatient pharmacy services in government hospitals / Faizah Abd Rahman
title_short	Patient's satisfaction on outpatient pharmacy services in government hospitals / Faizah Abd Rahman
title_full	Patient's satisfaction on outpatient pharmacy services in government hospitals / Faizah Abd Rahman
title_fullStr	Patient's satisfaction on outpatient pharmacy services in government hospitals / Faizah Abd Rahman
title_full_unstemmed	Patient's satisfaction on outpatient pharmacy services in government hospitals / Faizah Abd Rahman
title_sort	patient's satisfaction on outpatient pharmacy services in government hospitals / faizah abd rahman
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Pharmacy
publishDate	2010
url	https://ir.uitm.edu.my/id/eprint/13749/2/13749.pdf
_version_	1783733176323014656

Patient's satisfaction on outpatient pharmacy services in government hospitals / Faizah Abd Rahman

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