Payment methods and patient satisfaction among type-2 diabetes patient at a teaching hospital in Malaysia

Essam AA, and Aniza Ismail, and Mohd Rizal AM, and Leny Suzana S, and Norlaila M, and Norlela Sukor, and Ahmed Abdelmajed A, and Syed Mohamed, (2021) Payment methods and patient satisfaction among type-2 diabetes patient at a teaching hospital in Malaysia. Medicine & Health, 16 (2). pp. 192-206. ISSN 2289-5728


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Diabetes mellitus is a costly chronic disease related to medication, physician consultation and laboratory investigation. The main means of financing healthcare include direct out-of-pocket (OOP) payment and government subsidisation in some countries, or public/private health insurance schemes, or a mix of all. Patient satisfaction is critical in ensuring the use of healthcare services, continuity of care and treatment adherence. In this study, we determined the satisfaction of type 2 diabetes mellitus (T2DM) patients regarding the healthcare services and payment methods at Universiti Kebangsaan Malaysia (UKM) Teaching Hospital, Malaysia. This cross-sectional study involved 313 T2DM patients aged ≥18 years who were included after clinical consultations. We used convenience sampling at the outpatient and inpatient medical centres of Hospital Canselor Tuanku Muhriz and UKM Specialist Centre. A survey consisting of sociodemographic, socioeconomic and payment method types as well as a validated patient satisfaction questionnaire scale were used. The mean age was 59.6 years (SD=13.151), 53.0% of the patients were female, 78.3% were Malay, 76.4% were uninsured, 39.6% were covered by government subsidies, while 36.7% paid OOP. Around 86% were generally satisfied with the overall services. Patients were most satisfied with technical quality (84%), communication skills (83%) and accessibility (80%), but satisfaction was lower in doctors’ service orientation, particularly the interpersonal manner (73%), financial aspect (73%) and time spent with the doctor (70%). Over 86% of patients were satisfied with healthcare services and payment methods; however, patients who paid OOP reported low satisfaction. Full insurance and extending benefits to partially cover both inpatients and outpatients with low co-payment is recommended to increase satisfaction.

Item Type:Article
Keywords:Insurance; Malaysia; Patient satisfaction; Payment method
Journal:Medicine & Health
ID Code:18276
Deposited By: ms aida -
Deposited On:24 Mar 2022 00:54
Last Modified:25 Mar 2022 01:50

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