Patient satisfaction among adult patients attending outpatient department of Klinik Kesihatan Greentown Ipoh, 2017

Introduction: Klinik Kesihatan Greentown is a healthcare clinic, which caters up to 1000 patient attendances a day that covers up to 39564 populations. Several initiatives have been initiated to meet public expectation and to improve their satisfaction towards the healthcare services, yet Klinik Kesihatan Greentown still receives complaints and dissatisfaction among the patients. This study aims to assess the patient satisfaction among adult patients who attend outpatient department of the clinic. Objective: To assess patient satisfaction among adult patient attending outpatient department of Klinik Kesihatan Greentown its determinant factors and predictors. Methodology: A cross-sectional study using systematic random sampling was conducted among adult patients attending Klinik Kesihatan Greentown, Ipoh from April 2017 to Mei 2017. All adult patients who met the inclusion and exclusion criteria were sampled. Data were collected using a self-administered questionnaire. Data were analyzed using descriptive and inferential statistical method with significance level set at 0.05. Result: The majority of respondents were Malay (53.9%) with age in the range of 21 to 40 years old (53.9%), having lower education (69.8%), working in non government sectors (42.9%) and having income less than RM 1200 (73.3%). 53.9% of the respondents were satisfied with the service and amenities offered in Klinik Kesihatan Greentown. Majority of the respondents were also satisfied with all domains of the satisfaction except for the domain of physical environment where only 50.2% of the respondent satisfied with that aspect of the domain. Accessibility and has strong correlation to overall patient satisfaction and the strongest predictors. Continuity of care has weak correlation and was a weak predictor to overall patient satisfaction. Conclusion: Klinik Kesihatan Greentown has a high patient satisfaction level. The information received from this study would be valuable for future intervention of quality improvement in the clinic.

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