CAREGIVERS’ PERSPECTIVE: SATISFACTION WITH HEALTHCARE SERVICES AT THE PAEDIATRIC SPECIALIST CLINIC OF THE NATIONAL REFERRAL CENTRE IN MALAYSIA

ABSTRACT Background The idea of consumer satisfaction is gaining momentum across all business sectors around the world and a satisfaction survey is utilized as an instrument to recognize deficiencies with various facets of services and offers a valuable opportunity for customers to evaluate their experience with healthcare services. A first research performed at a public hospital’s paediatric clinic, which is also the first hospital to adopt the Public-Private-Partnership (PPP) model under the Ministry of Health Malaysia (MoH), with the aim of discovering prevalence and factors affecting the satisfaction of caregivers at the national referral centre. Materials and Methods Cross-sectional research using the standard self-administered SERVQUAL questionnaire was conducted amongst caregivers accompanying their child to the clinic. It consists of 16 paired statements to evaluate their expectations and experiences with the clinic services. 459 caregivers were involved with a majority being satisfied with the clinic services. Result The most significant dimensions were “tangibles”, “assurance” and “outcome”. Caregivers from the Indian community, lower household income, and lower educational background demonstrated a higher level of satisfaction. Conclusion This article suggests that although most caregivers are very satisfied with the services, greater emphasis must be placed on delivering reliable service in response to MoH’s mission to provide quality and integrated people-centred health services in Malaysia.