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Patience Satisfaction & People Perception on MOH Hospitals

Patient satisfaction was defined as having perceived quality exceeding service expectation. In MOH, ServQual has been used to measure patient satisfaction in hospitals of Peninsular Malaysia since 1999. Currently, every hospital collects the information using questionnaire in the form of hardcopy. The information then required by the MOH's top management will go through the process of manual data collection, data analysis and get translated in the form of a printed hardcopy report which then goes through various technical and administrative filtering processes. This contributes to the delay in the delivery of information. This project aims to develop an interactive information medium on the satisfaction of service and performance. It is about the issues of monitoring of the patient satisfaction upon their expectation and experiences in hospitals as an inpatient or outpatient.

Business Objectives (BO):

BO1: To monitor the pattern and trend of patient satisfaction at multiple levels.

BO2: To analyse the current issues regarding patient satisfaction.