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      Peer Review of “Satisfaction With Health Care Services at the Pediatric Specialist Clinic of the National Referral Center in Malaysia: Cross-sectional Study of Caregivers’ Perspectives”

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      , MD, PhD 1 ,
      JMIRx Med
      JMIR Publications
      pediatrics, caregivers, health care services, public hospital, Malaysia, public-private-partnership, children

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          Satisfaction With Health Care Services at the Pediatric Specialist Clinic of the National Referral Center in Malaysia: Cross-sectional Study of Caregivers’ Perspectives

          Background The concept of customer satisfaction is gaining hold in all corporate sectors worldwide, and a satisfaction survey is used as a tool to discover service problems and as a chance for customers to rate their experience with health care services. A high degree of patient satisfaction with the services given has been found in numerous studies conducted in Malaysian public health care facilities. However, there is limited information available on caregiver satisfaction with pediatric clinics run by the Ministry of Health (MoH) of Malaysia. Objective This was the first research performed at a public hospital’s pediatric clinic, which was the first hospital to adopt the public-private-partnership model under the MoH, with the aim of discovering the prevalence and factors affecting the satisfaction of caregivers at the national referral center. Methods Cross-sectional research using the standard self-administered SERVQUAL questionnaire was conducted among caregivers accompanying their children to the clinic. The questionnaire consists of 16 paired statements to evaluate their expectations and experiences with the clinic services. Results A total of 459 caregivers were involved in this study with a majority aged between 30 and 39 years (n=254, 55.4%). Caregivers from the Indian community (adjusted odds ratio [AOR] 2.91, 95% CI 1.37-6.18) and lower income groups (AOR 2.94, 95% CI 1.87-4.64), and those with lower educational backgrounds (AOR 3.58, 95% CI 1.19-10.72) were more likely to be satisfied with the quality of pediatric clinic services. Housewives/househusbands (AOR 0.48, 95% CI 0.25-0.90), on the other hand, appeared less likely to be satisfied with the services provided during their visit to the clinic. Looking at overall patient satisfaction, 50.5% (n=232) of caregivers demonstrated satisfaction with the quality of services, compared to 49.5% (n=227) of dissatisfied respondents. Conclusions This paper suggests that, although most caregivers are satisfied with the services, greater emphasis must be placed on delivering reliable service in response to the MoH’s mission to provide quality and integrated people-centered health services in Malaysia.

            Author and article information

            Contributors
            Journal
            JMIRx Med
            JMIRx Med
            JMIRxMed
            JMIRx Med
            JMIR Publications (Toronto, Canada )
            2563-6316
            Apr-Jun 2022
            25 May 2022
            : 3
            : 2
            : e37051
            Affiliations
            [1 ] Nursing, Physiotherapy, and Medicine Department University of Almeria Almeria Spain
            Author information
            https://orcid.org/0000-0002-5917-7404
            Article
            v3i2e37051
            10.2196/37051
            10414446
            02facfa6-ff23-4bf9-aad8-e3d91f4b4514
            ©Bruno José Nievas-Soriano. Originally published in JMIRx Med (https://med.jmirx.org), 25.05.2022.

            This is an open-access article distributed under the terms of the Creative Commons Attribution License ( https://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work, first published in JMIRx Med, is properly cited. The complete bibliographic information, a link to the original publication on https://med.jmirx.org/, as well as this copyright and license information must be included.

            History
            : 4 February 2022
            : 4 February 2022
            Categories
            Peer-Review Report
            Peer-Review Report

            pediatrics,caregivers,health care services,public hospital,malaysia,public-private-partnership,children

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