There is an increasing attention in evaluating patient experiences during medical consultation as a measure of healthcare quality. The objective of this study was to evaluate the level of satisfaction, enablement and adherence and its associated factors among patients attending specialist clinics in Universiti Teknologi MARA Medical Cenre (PPUiTM). A cross sectional sectional study was conducted at four specialist clinics: obstetric & gynaecology, orthopedics, cardiology and respiratory. Data was collected using self administered questionnaire, involving a total of 220 patients. Variables studied were patient centred communication, patient factor (age, gender, education, income and health status) and the selected outcomes were patient satisfaction, enablement and adherence. Results show 91.7% of the resepondents understood their illness after consultation with providers, 88.9% were satisfied with overall services, 56.7% were complied with medication and 55% perceived provider’s communication as a patient centred. Three variables showed a significant association with at least one health outcome studied, which were age, health status and patient centred communication, P<0.05. Majority of the patient have positive evaluation towards care that they received, consultation with providers successfully enhanced their understanding regarding illness and have a good compliance with medication. Further study should be done to investigate other variables that might affects patient’s outcome.
Attkisson, C. C., & Zwick, R. (1982). The client satisfaction questionnaire. Psychometric properties and correlations with service utilization and psychotherapy outcome. Evaluation and Program Planning, 5(3), 233–7.
Azizam, N. A., & Shamsuddin, K. (2015). Healthcare Provider-Patient Communication: A Satisfaction Study in the Outpatient Clinic at Hospital Kuala Lumpur. The Malaysian Journal of Medical Sciences?: MJMS, 22(3), 56–64.
Blanch-Hartigan, D., Chawla, N., Beckjord, E. I., Forsythe, L. P., de Moor, J. S., Hesse, B. W., & Arora, N. K. (2015). Cancer survivors’ receipt of treatment summaries and implications for patient-centered communication and quality of care. Patient Education and Counseling, 98(10), 1274–9.
Clark, N. M., Cabana, M. D., Nan, B., Gong, Z. M., Slish, K. K., Birk, N. A., & Kaciroti, N. (2008). The Clinician-Patient Partnership Paradigm: Outcomes Associated With Physician Communication Behavior. Clinical Pediatrics, 47(1), 49–57.
Coelho, M., Costa, E. de C. A., Richter, V. C., Dessotte, C. A. M., Ciol, M. A., Schmidt, A., Furuya, R. K. (2013). Perceived health status and pharmacological adherence of patients who underwent percutaneous coronary intervention. Revista Gaucha de Enfermagem, 34(3), 86–94.
Culig, J., Leppée, M., Boskovic, J., & Eric, M. (2011). Determining the difference in medication compliance between the general patient population and patients receiving antihypertensive therapy: A case study. Archives of Pharmacal Research, 34(7), 1143–1152.
DeVoe, J. E., Wallace, L. S., & Fryer Jr, G. E. (2009). Measuring patients’ perceptions of communication with healthcare providers: Do differences in demographic and socioeconomic characteristics matter? Health Expectations, 12(1), 70–80.
Dyah, P., & Abdul Manaf, R. (2006). Patients’ satisfaction in antenatal clinic hospital University Kembangaan. Malaysia J Community Health, 12(January 2006), 8–16.
Ezat, S. W., Noor, A. A., Ningseh, T., & Izzah S, N. A. (2010). Customers’ satisfaction among urban and rural public health clinics in state of Selangor, Malaysia. Malaysian Journal of Public Health Medicine, 10(2), 52–67.
Fiscella, K., Franks, P., Gold, M. R., & Clancy, C. M. (2000). Inequality in quality: addressing socioeconomic, racial, and ethnic disparities in health care. JAMA, 283(19), 2579–84.
Hazilah Abd Manaf, N., & Siew Nooi, P. (2007). Patient Satisfaction as An Indicator of Service Quality In Malaysian Public Hospitals. Asian Journal on Quality, 8(3), 113–122.
Howie, J. G., Heaney, D. J., Maxwell, M., & Walker, J. J. (1998). A comparison of a Patient Enablement Instrument (PEI) against two established satisfaction scales as an outcome measure of primary care consultations. Family Practice, 15(2), 165–71.
Hudon, C., Fortin, M., Rossignol, F., Bernier, S., & Poitras, M.-E. (2011). The Patient Enablement Instrument-French version in a family practice setting: a reliability study.
Hussey, P., Anderson, G., Berthelot, J.-M., Feek, C., Kelley, E., Osborn, R., Epstein, A. (2007). Trends in socioeconomic disparities in health care quality in four countries. International Journal for Quality in Health Care, 20(1), 53–61.
Jagosh, J., Donald Boudreau, J., Steinert, Y., MacDonald, M. E., & Ingram, L. (2011). The importance of physician listening from the patients’ perspective: Enhancing diagnosis, healing, and the doctor–patient relationship. Patient Education and Counseling, 85(3), 369–374.
Jin, J., Edward Sklar, G., Min Sen Oh, V., & Chuen Li, S. (2008). Factors affecting therapeutic compliance: A review from the patient’s perspective. Therapeutics and Clinical Risk Management, 4(1), 269–286. Retrieved from
Kupfer, J. M., & Bond, E. U. (2012). Patient Satisfaction and Patient-Centered Care. JAMA, 308(2), 139.
Kuteyi, A. E., Bello, F. I., Olaleye, F. T., Ayeni, Mbc. I., & Amedi, Mbc. M. (2010). South African Family Practice Determinants of patient satisfaction with physician interaction: a cross-sectional survey at the Determinants of patient satisfaction with physician interaction: a cross-sectional survey at the. SA Fam Pract, 526(6), 557–562.
Lang, F., Floyd, M. R., & Beine, K. L. (2000). Clues to patients’ explanations and concerns about their illnesses. A call for active listening. Archives of Family Medicine, 9(3), 222–7.
Larsen, D. L., Attkisson, C. C., Hargreaves, W. A., & Nguyen, T. D. (1979). Assessment of client/patient satisfaction: development of a general scale. Evaluation and Program Planning, 2(3), 197–207.
Levinson, W., Gorawara-Bhat, R., & Lamb, J. (2010). A study of patient clues and physician responses in primary care and surgical settings. JAMA, 284(8), 1021–7.
Lukman, H., Beevi, Z., & Yeap, R. (2009). Training future doctors to be patient-centred: efficacy of a communication skills training (CST) programme in a Malaysian medical institution. The Medical Journal of Malaysia, 64(1), 51–5.
Matsubara, C., Green, J., Astorga, L. T., Daya, E. L., Jervoso, H. C., Gonzaga, E. M., & Jimba, M. (2013). Reliability tests and validation tests of the client satisfaction questionnaire (CSQ-8) as an index of satisfaction with childbirth-related care among Filipino women. BMC Pregnancy and Childbirth, 13, 235.
McCormack, L. A., Treiman, K., Rupert, D., Williams-Piehota, P., Nadler, E., Arora, N. K., Street, R. L. (2011). Measuring patient-centered communication in cancer care: A literature review and the development of a systematic approach. Social Science & Medicine, 72(7), 1085–1095.
Mead, N., & Bower, P. (2000). Patient-centredness: a conceptual framework and review of the empirical literature. Social Science & Medicine, 51, 1087–1110.
Mead, N., Bower, P., & Roland, M. (2008). Factors associated with enablement in general practice: cross-sectional study using routinely-collected data. The British Journal of General Practice?: The Journal of the Royal College of General Practitioners, 58(550), 346–52.
Mercer, S. W., Jani, B. D., Maxwell, M., Wong, S. Y., & Watt, G. C. (2012). Patient enablement requires physician empathy: a cross-sectional study of general practice consultations in areas of high and low socioeconomic deprivation in Scotland. BMC Family Practice, 13(1), 6.
Mercer, S. W., & Watt, G. C. M. (2007). The Inverse Care Law: Clinical Primary Care Encounters in Deprived and Affluent Areas of Scotland. The Annals of Family Medicine, 5(6), 503–510.
Michie, S., Miles, J., & Weinman, J. (2003). Patient-centredness in chronic illness: what is it and does it matter? Patient Education and Counseling, 51(3), 197–206.
Morisky, D. E., Green, L. W., & Levine, D. M. (1986). Concurrent and predictive validity of a self-reported measure of medication adherence. Medical Care, 24(1), 67–74.
Ng, C.-J., Lee, P.-Y., Lee, Y.-K., Chew, B.-H., Engkasan, J. P., Irmi, Z.-I., Tong, S.-F. (2013). An overview of patient involvement in healthcare decision-making: a situational analysis of the Malaysian context. Health Service Research, 13, 408.
Nguyen, T. D., Attkisson, C. C., & Stegner, B. L. (1983). Assessment of patient satisfaction: development and refinement of a service evaluation questionnaire. Evaluation and Program Planning, 6(3–4), 299–313.
Nor Hayati, I., Nor A, A., Sharifa Ezat, W., Rizal, A. M., & Noor Aizuddin, A. (2010). In-patients’ satisfaction in the medical and surgical wards – a comparison between accredited and non accreditated hospital in the state of Selangor. Journal of Community Health, (1).
Okello, S., Nasasira, B., Muiru, A. N. W., & Muyingo, A. (2016). Validity and Reliability of a Self-Reported Measure of Antihypertensive Medication Adherence in Uganda. PloS One, 11(7).
Ozvaci? Adzi?, Z., Kati?, M., Kern, J., Lazi?, D., Cerovecki Neki?, V., & Soldo, D. (2008). Patient, physician, and practice characteristics related to patient enablement in general practice in Croatia: cross-sectional survey study. Croatian Medical Journal, 49(6), 813–23.
Rööst, M., Zielinski, A., Petersson, C., & Strandberg, E. L. (2015). Reliability and applicability of the Patient Enablement Instrument (PEI) in a Swedish general practice setting. BMC Family Practice, 16(1), 31.
Saiboon, I., Siew Eng, H., Krishnan, B., Nooraini Ali, S., Murad, N., Pathnathan, A., I. S. (2008). A Study of Patients’ Satisfaction with the Emergency Department (ED) of Hospital Universiti Kebangsaan Malaysia (HUKM). Med & Health, 3(31), 7–13.
Shaw, A., Ibrahim, S., Reid, F., Ussher, M., & Rowlands, G. (2009). Patients’ perspectives of the doctor–patient relationship and information giving across a range of literacy levels. Patient Education and Counseling, 75(1), 114–120.
Siminoff, L. A., Graham, G. C., & Gordon, N. H. (2006). Cancer communication patterns and the influence of patient characteristics: Disparities in information-giving and affective behaviors. Patient Education and Counseling, 62(3), 355–360.
Street, R. L., Gordon, H. S., Ward, M. M., Krupat, E., & Kravitz, R. L. (2005). Patient participation in medical consultations: why some patients are more involved than others. Medical Care, 43(10), 960–9.
Sudore, R. L., Landefeld, C. S., Pérez-Stable, E. J., Bibbins-Domingo, K., Williams, B. A., & Schillinger, D. (2009). Unraveling the relationship between literacy, language proficiency, and patient–physician communication. Patient Education and Counseling, 75(3), 398–402.
Udonwa, N. E., & Ogbonna, U. K. (2012). Patient-Related Factors Influencing Satisfaction in the Patient-Doctor Encounters at the General Outpatient Clinic of the University of Calabar Teaching Hospital, Calabar, Nigeria. International Journal of Family Medicine, 2012, 1–7.
Welschen, I., Kuyvenhoven, M., Hoes, A., & Verheij, T. (2004). Antibiotics for acute respiratory tract symptoms: patients’ expectations, GPs’ management and patient satisfaction. Family Practice, 21(3).
lication, Women’s Fiqh, Questions
A.A, N. I. S., & M.Z, N. A. (2018). Factors Influencing Behavioral Intention in Online Health Information Seeking among Public University Students. International Journal of Academic Research in Business and Social Sciences, 8(7).465-474
Copyright: © 2018 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode
