Mat Din Hazwan, Raja Adnan Raja Nurzatul Efah, Kadir Shahar Hayati, Mawardi Maliza, Awang Dzulkarnain Dayangku Hayati, Hassan Noor Hasliza, Nor Akahbar Siti Aisyah, Shariff Ghazali Sazlina
Malaysian Research Institute on Ageing, Universiti Putra Malaysia, Selangor, Malaysia.
Department of Community Health, Faculty of Medicine and Health Sciences, Universiti Putra Malaysia, Selangor, Malaysia.
Malays J Med Sci. 2024 Feb;31(1):172-180. doi: 10.21315/mjms2024.31.1.15. Epub 2024 Feb 28.
With Malaysia's ageing population, the utilisation of primary healthcare services by older individuals with comorbidities is expected to increase. Patient satisfaction serves as a key indicator for assessing the quality of healthcare services. Thus, the aim of this study is to evaluate patient satisfaction among older persons attending public primary healthcare facilities and to identify associated factors.
A cross-sectional survey was conducted from October 2017 to January 2018, involving face-to-face interviews with older outpatients in primary health clinics. Minimum 300 participants were required and systematic random sampling were used. The measurement included sociodemographic variables, patient comorbidity and patient satisfaction using the Short-Form Patient Satisfaction Questionnaire (PSQ-18).
A total of 317 participants enrolled in this study, resulting in a response rate of 95.6%. The findings indicated that 35.7% of participants reported high satisfaction, while 64.3% reported moderate satisfaction. Participants with at least secondary education (OR = 3.12) were more likely to experience satisfaction compared to those without formal education. Participants with monthly incomes above RM2,000 (OR = 0.40) and RM1,000-RM1,999 (OR = 0.53) were less likely to be satisfied compared to those earning less than RM999. Moreover, participants with two or more comorbidities were less likely to be satisfied compared to those with one comorbidity. Gender, marital status, employment status and living arrangements were not significant factors.
This study highlights the need for healthcare authorities to examine factors such as patients' education level, income level and comorbidity status that are associated with healthcare satisfaction to enhance overall patient satisfaction.
随着马来西亚人口老龄化，患有合并症的老年人对初级医疗服务的利用率预计将会增加。患者满意度是评估医疗服务质量的关键指标。因此，本研究旨在评估到公立初级医疗设施就诊的老年人的患者满意度，并确定相关因素。
于2017年10月至2018年1月进行了一项横断面调查，对初级保健诊所的老年门诊患者进行面对面访谈。至少需要300名参与者，并采用系统随机抽样。测量内容包括社会人口统计学变量、患者合并症情况以及使用简版患者满意度问卷（PSQ-18）评估的患者满意度。
本研究共纳入317名参与者，应答率为95.6%。研究结果表明，35.7%的参与者表示高度满意，而64.3%的参与者表示中度满意。与未接受正规教育的参与者相比，至少接受过中等教育的参与者（OR = 3.12）更有可能体验到满意度。月收入高于2000令吉（OR = 0.40）和1000 - 1999令吉（OR = 0.53）的参与者与月收入低于999令吉的参与者相比，不太可能感到满意。此外，患有两种或更多合并症 的参与者与患有一种合并症的参与者相比，不太可能感到满意。性别、婚姻状况、就业状况和生活安排不是显著因素。
本研究强调医疗当局需要审视与医疗满意度相关的因素，如患者的教育水平、收入水平和合并症状况，以提高患者的总体满意度。
