Untuk Kegunaan Pejabat Sahaja

KEMENTERIAN KESIHATAN MALAYSIA

MINISTRY OF HEALTH, MALAYSIA
KAJIAN KEPUASAN PELANGGAN DI FARMASI PESAKIT LUAR HOSPITAL KUALA LUMPUR
PATIENT SATISFACTION SURVEY IN THE OUT-PATIENT PHARMACY OF HOSPITAL KUALA LUMPUR

Responden 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 / Female

2. 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

6.

7.

8.

Peringkat Diploma & Ijazah / Tertiary

Education

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:_______________)

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

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.

Sangat Tidak
Setuju
(Strongly Disagree)

1.

Sangat Setuju
(Strongly
Agree)
1

Saya harap Farmasi Pesakit Luar Hospital Kuala Lumpur akan menggunakan
peralatan terkini yang bersesuaian
I expect the Out-Patient Pharmacy of Hospital Kuala Lumpur to use appropriate

2.

up-to-date equipment.
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
7.

the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to be willing

to help patient when needed

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

8.

Saya harap anggota

Farmasi Pesakit Luar Hospital Kuala Lumpur sentiasa

bersopan santun.

1
I expect
9.

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

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
11.

the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to give

patient personal attention.

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
13.

the Out-Patient Pharmacy of Hospital Kuala Lumpur staff to work

together as a team when giving treatment.

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.

1
Sangat Tidak
Setuju
(Strongly Disagree)

5
Sangat Setuju
(Strongly
Agree)

1
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

7.

needed.
Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur menjalankan tugas
mereka dengan cekap
I 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

11

attention.
Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur memberi perkhidmatan

yang berkesan.

12

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

13

when giving service to patient.

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

14

discipline
Saya dapati anggota Farmasi Pesakit Luar Hospital Kuala Lumpur memberi penerangan

yang jelas.

15

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

16

accordance to the clients charter

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

Sangat Tidak puas hati / Very Dissatisfied

Tidak Puas hati / Dissatisfied