Abstract
INTRODUCTION: Sistem Pengurusan Aduan Awam (SisPAA), Ministry of Health (MOH) provides an online platform for public to make complaints about MOHs services. The objective of this study was to identify the total number and characteristic of the complaints raised related to health services delivered by facilities under Lembah Pantai Health Office (LPHO). METHODS: This study analysed secondary data retrieved from SisPAA, MOH. All complaints captured in SisPAA from January 2016 to December 2018 were analysed and descriptive data was presented by frequency and percentage. RESULT: A total of 272 complaints were recorded for the past 3 years and 44 (16.2%) were complaints related to health facilities. With total of 947,216 attendances in 12 health facilities, the complaint rates were 4.6 per 100,000 attendances. Regarding the characteristic of the complaint, higher percentage was noted among female complainers (52.3%), age group between 21-40 years old (80.0%), 72% by those who received the service itself and Malay ethnicity (65.9%). Half of the complaints were lodged related to Klinik Kesihatans services, 60% of complainers submit their complaint within one week from the date they came to clinics, and 38% were related to attitude of the staffs. Majority of the complaints were investigated and solved within 15 days, with median of 11.0 days (IQR 6 days). Investigation reports revealed 61% of the complaints were classified as valid. CONCLUSION: The rate of public complaints related to health facilities under LPHO was considered low, however more than half of the complaints were concluded as valid complaints.
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@proceedings{APCPH-2019-272,
title = {SisPAA: What Is Clients Complaint in Lembah Pantai Health Facilities?},
author = {Diana Mahat and Rozanim Kamarudin},
year = {2019},
date = {2019-07-22},
urldate = {2019-07-22},
journal = {6th Asia-Pacific Conference on Public Health 2019 Proceedings},
issue = {6},
abstract = {INTRODUCTION: Sistem Pengurusan Aduan Awam (SisPAA), Ministry of Health (MOH) provides an online platform for public to make complaints about MOHs services. The objective of this study was to identify the total number and characteristic of the complaints raised related to health services delivered by facilities under Lembah Pantai Health Office (LPHO). METHODS: This study analysed secondary data retrieved from SisPAA, MOH. All complaints captured in SisPAA from January 2016 to December 2018 were analysed and descriptive data was presented by frequency and percentage. RESULT: A total of 272 complaints were recorded for the past 3 years and 44 (16.2%) were complaints related to health facilities. With total of 947,216 attendances in 12 health facilities, the complaint rates were 4.6 per 100,000 attendances. Regarding the characteristic of the complaint, higher percentage was noted among female complainers (52.3%), age group between 21-40 years old (80.0%), 72% by those who received the service itself and Malay ethnicity (65.9%). Half of the complaints were lodged related to Klinik Kesihatans services, 60% of complainers submit their complaint within one week from the date they came to clinics, and 38% were related to attitude of the staffs. Majority of the complaints were investigated and solved within 15 days, with median of 11.0 days (IQR 6 days). Investigation reports revealed 61% of the complaints were classified as valid. CONCLUSION: The rate of public complaints related to health facilities under LPHO was considered low, however more than half of the complaints were concluded as valid complaints.},
note = {Type: POSTER PRESENTATION; Organisation: Pejabat Kesihatan Lembah Pantai, Jabatan Kesihatan Wilayah Persekutuan Kuala Lumpur dan Putrajaya, Jalan Cenderasari, Kuala Lumpur, Malaysia},
keywords = {health facilities, health service, public complaints, SisPAA},
pubstate = {published},
tppubtype = {proceedings}
}