Patient Perception on Service Quality Improvement among Public and Private Healthcare Providers in Nigeria and Malaysia

Yahya Saleh Ibrahim^{1, 2,} , Shahimi bin Mohtar¹ and Abdullahi Hassan Goron Dutse³

¹School of Technology Management and Logistics, College of Business, University Utara Malaysia, UUM Sintok, Kedah Darul Aman, Malaysia

²Department of Environmental Science, Kaduna Polytechnic P.M.B 2021, Tudun-Wada Kaduna, Nigeria

³School of Business Management, College of Business, UUM Sintok, Kedah Darul Aman, Malaysia

Cite this paper:
Yahya Saleh Ibrahim, Shahimi bin Mohtar and Abdullahi Hassan Goron Dutse. Patient Perception on Service Quality Improvement among Public and Private Healthcare Providers in Nigeria and Malaysia. World Journal of Preventive Medicine. 2015; 3(4):84-93. doi: 10.12691/jpm-3-4-1

Abstract

Several researches were conducted to test the level of patient’s satisfaction with the services of the clinics with results signifying high level of dissatisfaction. The areas of concern include fake drugs, long period of waiting to see medical personnel and over blotted crowd on the queue waiting for the same purpose. Patients search for better treatment from reception to final departure from the clinics are seriously being complain of and form part of the reform objective. This research investigated the level of satisfaction of the Nigerian and Malaysian patients with the services rendered by the public and private clinics operating in the country after the reform in NHS. The areas covered by this research include genuine drugs (quality of service), less waiting time (Patient value) and better treatment (patients satisfaction) in the clinics. The total sample for this research is 750, for the initial quantitative and 12 participants for Nominal Group Technique (NGT) conducted to revalidates the previous data. Stratified random sample was used, and the analysis was conducted using regression with Difference in Difference model. SPSS version 16 serves as the analysis software. The results shows 62.5% genuine drugs, less waiting time, and better treatment in Malaysia better than Nigerian with 28.5%. The results of the overall satisfaction and improvement registered after the reform shows 1.5% genuine drugs, 3.1% reduction in queuing or waiting time to receive treatments in the private clinics more than in public, 5.4% better treatment in the privates more than in the public clinics. The conclusion suggests more time for the reform to records its needed results. The NGT results supported most of the results of the previous data as can be seen in the results of both the relative weight and absolute and ranking by the NGT analysis [Table 1]. Both the result of NGT and that of regression model suggested that more stringent control measures should be put in place to supervised the operations of the public clinics especially not-for-profit public clinics and private for profit to regularized some sharp practices that blocked the recording of the needed success in the reform considering the low percentage success recorded. The whole programme need to be patient centered not profit centered as it seems to be presently.

Keywords:
patients NHS public-private partnership satisfaction perception

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