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Untuk Kegunaan Pejabat Sahaja

KEMENTERIAN KESIHATAN MALAYSIA

MINISTRY OF HEALTH, MALAYSIA

KAJIAN KEPUASAN PELANGGAN DI FARMASI PESAKIT LUAR HOSPITAL KUALA LUMPURPATIENT SATISFACTION SURVEY IN THE OUT-PATIENT PHARMACY OF HOSPITAL KUALA LUMPURResponden yang dihargai / Dear Respondents ;

Kementerian Kesihatan Malaysia dengan kerjasama Jabatan Farmasi Hospital Kuala Lumpur sedang menjalankan kajian kepuasan pelanggan di Farmasi Pesakit Luar Hospital Kuala Lumpur. Kajian ini bertujuan untuk memperbaiki perkhidmatan farmasi yang diberikan kepada pelanggan. / The Ministry of Health Malaysia in collaboration with the Pharmacy Department of Hospital Kuala Lumpur are conducting a patient satisfaction survey in the Out-Patient Pharmacy of Hospital Kuala Lumpur. The purpose of this survey is to improve the pharmacy services. Terima kasih kerana terlibat dalam kajian ini. Kajian ini mengandungi 3 bahagian/ Thank you for participating in this survey. This survey contains 3 parts :

i. Bahagian A yang terdiri dari soalan-soalan berkaitan Profil responden.

Part A consists of questions pertaining to the Respondents Profile.ii. Bahagian B yang terdiri dari soalan-soalan berkaitan harapan pelanggan terhadap perkhidmatan

di Farmasi Pesakit Luar Hospital Kuala Lumpur Part B consists of questions pertaining to the Customers expectations towards the Out-Patient Pharmacy services in Hospital Kuala Lumpur.iii. Bahagian C yang terdiri dari soalan-soalan berkaitan pengalaman pelanggan terhadap

perkhidmatan yang diterima di Farmasi Pesakit Luar Hospital Kuala Lumpur Part C B consists of questions pertaining to the Customers experience with the Out-Patient Pharmacy

services in Hospital Kuala Lumpur.Tuan/Puan diminta untuk menjawab keseluruhan soalan dalan kajian ini. Maklumat yang diperolehi dari kajian ini adalah sulit dan akan digunakan untuk memperbaiki perkhidmatan farmasi yang diberikan kepada pelanggan.Dear Sir/ Mdm, kindly answer all the questions in this survey. The information obtained in this survey is strictly confidential and will be used to improve the Pharmacy services.Bagi soalan maklumbalas profil, tuan-puan dikehendaki menulis jawapan dalam ruang yang disediakan. Bagi soalan bahagian B dan C, tuan-puan di kehendaki meletakkan tanda betul (() dalam ruangan yang disediakan.

For certain questions in Part A, kindly write your answers in the space provided. For questions in Parts A, B and C, kindly tick (() in the boxes provided.Kami mengucapkan ribuan terima kasih di atas kerjasama tuan-puan dalam menjayakan kajian ini.

We would like to express our heartfelt gratitude for your kind cooperation in making this survey a success.A: PROFIL / Profile

1. Jantina / Sex

Lelaki /Male

Perempuan / Female2. Umur:(genap sehingga tarikh lahir terakhir) ________ tahun

Age:(completed years as of last birthday) ________ years

3. Bangsa / Races:

Melayu / Malay

Cina / Chinese

India / Indian

Bumiputra Lain / Other Bumiputra

Lain-lain / Others

4. Taraf Perkahwinan / Marital Status:

Berkahwin / Married

Bujang / Single

Duda / Janda /Divorcee/ Widowed

5. Tahap Pendidikan Tertinggi / Highest Educational Level: Tiada Pendidikan Formal / No Formal Education Sekolah Rendah /Primary Education

Sekolah Menengah / Secondary Education Peringkat Diploma & Ijazah / Tertiary

Education6. Sektor Pekerjaan / Occupation Sector:

Sektor Awam/ Kerajaan / Government Swasta / Private

Bekerja Sendiri / Self-employed

Tidak Bekerja / Unemployed

Pelajar / Student

Pesara / Retiree

Surirumah / Housewife

Lain-lain / Others

(sila nyatakan/ please specify:_______________)

7. Berapa kali anda datang ke Klinik ini / Number of visit to this clinic:

Pertama kali / First time

Dua kali / Twice

Tiga kali / Third

Lebih dari tiga kali / More than three times

8. Berapa lama anda menunggu di Farmasi Pesakit Luar sebelum menerima ubat / How long have you waited in the Out-Patient Pharmacy before receiving medication:

______________ (jam/ hours) ________________ (minit/ minutes)

9. Apakah masalah utama yang anda hadapi di Farmasi Pesakit Luar Hospital Kuala Lumpur ini ? What is your main problem that you encounter at this Pharmacy Department of Hospital Kuala Lumpur?B/ SOALAN MAKLUMBALAS(BAHAGIAN I Harapan anda terhadap perkhidmatan Farmasi Pesakit Luar Hospital Kuala Lumpur)

Feedback Questionnaires(Part I- Your expectation with services provided by the Out-Patient Pharmacy of Hospital Kuala Lumpur)Arahan: Sila tandakan [ / ] pada pilihan anda di ruang yang berkaitan berpandukan skala berikut.

Instruction: Please tick [ / ] for your choice answer in the space provided according to the scale below.

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1. Saya harap Farmasi Pesakit Luar Hospital Kuala Lumpur akan menggunakan peralatan terkini yang bersesuaianI expect the Out-Patient Pharmacy of Hospital Kuala Lumpur to use appropriate up-to-date equipment.

2. Saya harap kemudahan fizikal Farmasi Pesakit Luar Hospital Kuala Lumpur kelihatan menarik.I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur physical facilities to be visually appealing

3. Saya harap Farmasi Pesakit Luar Hospital Kuala Lumpur memberi perkhidmatan pada masa yang dijanjikan.

I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur to provide their services at the time they promise to do so.

4. Saya harap anggota Farmasi Pesakit Luar Hospital Kuala Lumpur sentiasa melaksanakan perkhidmatan dengan betul

I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to perform the services right every time.

5. Saya harap anggota Farmasi Pesakit Luar Hospital Kuala Lumpur memberi perkhidmatan yang cepat.

I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to give prompt service.

6. Saya harap anggota Farmasi Pesakit Luar Hospital Kuala Lumpur sedia membantu apabila diperlukan.

I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to be willing to help patient when needed

7. Saya harap anggota Farmasi Pesakit Luar Hospital Kuala Lumpur dapat melaksanakan tugas mereka dengan cekap.

I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to perform their job competently

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8. Saya harap anggota Farmasi Pesakit Luar Hospital Kuala Lumpur sentiasa bersopan santun.

I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to be polite

9. Saya harap anggota Farmasi Pesakit Luar Hospital Kuala Lumpur sentiasa memahami keperluan pesakit.

I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to always understand patients needs.

10. Saya harap anggota Farmasi Pesakit Luar Hospital Kuala Lumpur memberi perhatian khusus kepada pesakit.

I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to give patient personal attention.

11. Saya harap anggota Farmasi Pesakit Luar Hospital Kuala Lumpur memberi perkhidmatan yang berkesan

I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to provide effective treatment.

12. Saya harap anggota Farmasi Pesakit Luar Hospital Kuala Lumpur bekerjasama diantara mereka semasa merawat pesakit.

I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to work together as a team when giving treatment.

13. Saya harap anggota Farmasi Pesakit Luar Hospital Kuala Lumpur menjalankan tugas dengan berdisiplin.

I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to display good work discipline.

C/ SOALAN MAKLUMBALAS (BAHAGIAN II Pengalaman anda)

Feedback Questionnaires (Part II- Your experience)

Arahan: Sila tandakan [/] pada pilihan anda di ruang yang berkaitan berpandukan skala berikut.

Instruction: Please tick [/] for your choice answer in the space provided according to the scale below.

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1.Saya dapati Farmasi Pesakit Luar Hospital Kuala Lumpur menggunakan peralatan terkini yang bersesuaian.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur uses appropriate up-to-date equipment.

2.Saya dapati kemudahan fizikal Farmasi Pesakit Luar Hospital Kuala Lumpur kelihatan menarik.

I find the physical facilities in the Out-Patient Pharmacy of Hospital Kuala Lumpur visually appealing

3.Saya dapati Farmasi Pesakit Luar Hospital Kuala Lumpur memberi perkhidmatan pada masa yang dijanjikan.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur provides their services at the time they promise to do so.

4.Saya dapati Farmasi Pesakit Luar Hospital Kuala Lumpur sentiasa melaksanakan perkhidmatan dengan betul.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur perform the services right every time

5.Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur memberi perkhidmatan yang cepat.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur staff gives prompt service.

6.Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur sedia membantu apabila diperlukan.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur staff willing to help patient when needed.

7. Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur menjalankan tugas mereka dengan cekapI find the Out-Patient Pharmacy of Hospital Kuala Lumpur staff performs their job competently

8.Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur sentiasa bersopan santun.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur staff is always polite

9.Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur sentiasa memahami keperluan pesakit.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur staff always understands patients needs.

10.Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur memberi perhatian khusus kepada pesakit.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur staff gives patients personal attention.

11.Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur memberi perkhidmatan yang berkesan.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur staff provides effective treatment.

12.

Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur bekerjasama diantara mereka semasa memberi perkhidmatan kepada pesakit.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur staff works together as a team when giving service to patient.

13.Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur menjalankan tugas dengan berdisiplin.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur staff displays good work discipline

14.Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur memberi penerangan yang jelas.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur staff gives clear information

15.Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur menjalankan tugas mengikut piagam pelanggan.

I find the Out-Patient Pharmacy of Hospital Kuala Lumpur staffs provides service in accordance to the clients charter

16.Saya dapati tandas di Farmasi Pesakit Luar Hospital Kuala Lumpur bersih.

I find the toilet at the Out-Patient Pharmacy of Hospital Kuala Lumpur is clean.

17.Saya dapati waktu menunggu sebelum menerima perkhidmatan di Farmasi Pesakit Luar Hospital Kuala Lumpur adalah bersesuaian.

I find the waiting time before receiving treatment at the Out-Patient Pharmacy of Hospital Kuala Lumpur is appropriate.

18. Secara keseluruhannya, tahap kepuasan saya terhadap perkhidmatan yang diberikan di Farmasi Pesakit Luar Hospital Kuala Lumpur adalah / Overall, the level of satisfaction towards services provided by the Out-Patient

Pharmacy of Hospital Kuala Lumpur is:

Sangat puas hati / Very satisfied Puas hati / Satisfied Tidak Puas hati / Dissatisfied Sangat Tidak puas hati / Very Dissatisfied Sangat Tidak Setuju

(Strongly Disagree)

1

2

3

4

Sangat Setuju

(Strongly Agree)

5

Sangat Tidak Setuju

(Strongly Disagree)

1

2

3

4

Sangat Setuju

(Strongly Agree)

5

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