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A Study On Waiting Time In Hospitals Ministry Of Health Malaysia
2.2 Research Instrument
There were two methods of data collection (i) self-administered questionnaire for patient and
staff, (ii) audit of facilities.
A. Questionnaires
Two sets of questionnaires were developed by the research team:
i. Questionnaire for patient
The questionnaires were given to patients attending the outpatient services in selected
disciplines. Pre-testing of the questionnaires was done at Kajang Hospital to test the
patients and staff understanding of the questionnaires. The respondents were asked to
write down the time at identified stations. Likert scale was used to gauge respondents '
perception. The questionnaires consisted of two sections:-
Section a: Demographic Profiles
There were six questions in this section pertaining to the demographic profiles of
respondents as follows:
• Age group
• Gender
• Ethnicity
• Education Level
Section b : Type of waiting Time
Three types of waiting times were studied:
• Tl - time taken from given appointment time until seen by medical personnel
• T2 - time taken from registration until seen by medical personnel
• T3 - time taken from registration until getting prescription slip from
Medical Personnel
• T4 - time taken from submission of Identity Card/Appointment card to
collection of medication
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