Improving patient complaint mechanisms in Malaysia: the role of law and medical organisations

One of the most important ironies of modern health care is that public expectations are rising faster than the ability of health services to meet them. Patients nowadays no longer want to be treated as passive recipients of medical care. Instead, they want to be treated but as co-producers or partn...

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Main Author:	Jahn Kassim, Puteri Nemie
Format:	Book Chapter
Language:	English
Published:	IIUMPress 2009
Subjects:	K Law (General) KPG Malaysia
Online Access:	http://irep.iium.edu.my/6680/ http://irep.iium.edu.my/6680/ http://irep.iium.edu.my/6680/1/Improving_Patient_Complaint_Mechanisms_in_Malaysia_-_The_Role_of_Law_and_Medical_Organisations.pdf

id	iium-6680
recordtype	eprints
spelling	iium-66802011-11-30T09:31:39Z http://irep.iium.edu.my/6680/ Improving patient complaint mechanisms in Malaysia: the role of law and medical organisations Jahn Kassim, Puteri Nemie K Law (General) KPG Malaysia One of the most important ironies of modern health care is that public expectations are rising faster than the ability of health services to meet them. Patients nowadays no longer want to be treated as passive recipients of medical care. Instead, they want to be treated but as co-producers or partners able to manage their illnesses. Thus, it is not surprising that poor communication and failure to take into account the patient's perspective are at the heart of most formal complaints and legal actions in Malaysia. The difficulties of existing complaint procedures in Malaysia have become manifested over the years and this has been accentuated by patients becoming more willing to challenge the decisions of medical practitioners and health service management in court. To reduce the number of complaints and risks of litigation, a more patient-centred approach should be adopted. When patients voiced their concern by making a complaint or inquiry, this should be seen as a unique source of information for health care services on why adverse events occur and how to prevent them. As well as reducing future harm to patients, better management of complaints should restore trust and reduce the risk of litigation, through open communication and a commitment to learn from the problem. Various models on patient complaint mechanisms, particularly, in Australia and England can provide valuable insight for future reforms. Presently, the existing procedures for patients to be heard in Malaysia should be reviewed and incorporate features such as responsiveness, accessibility, impartiality, simplicity, speed and accountability. IIUMPress 2009 Book Chapter PeerReviewed application/pdf en http://irep.iium.edu.my/6680/1/Improving_Patient_Complaint_Mechanisms_in_Malaysia_-_The_Role_of_Law_and_Medical_Organisations.pdf Jahn Kassim, Puteri Nemie (2009) Improving patient complaint mechanisms in Malaysia: the role of law and medical organisations. In: Proceedings of the Seminar on Research Findings 2008. IIUMPress, Kuala Lumpur, pp. 85-93. ISBN 9789833855780 http://rms.research.iium.edu.my/bookstore/Products/115-proceedings-of-the-seminar-on-research-findings-2008.aspx
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	K Law (General) KPG Malaysia
spellingShingle	K Law (General) KPG Malaysia Jahn Kassim, Puteri Nemie Improving patient complaint mechanisms in Malaysia: the role of law and medical organisations
description	One of the most important ironies of modern health care is that public expectations are rising faster than the ability of health services to meet them. Patients nowadays no longer want to be treated as passive recipients of medical care. Instead, they want to be treated but as co-producers or partners able to manage their illnesses. Thus, it is not surprising that poor communication and failure to take into account the patient's perspective are at the heart of most formal complaints and legal actions in Malaysia. The difficulties of existing complaint procedures in Malaysia have become manifested over the years and this has been accentuated by patients becoming more willing to challenge the decisions of medical practitioners and health service management in court. To reduce the number of complaints and risks of litigation, a more patient-centred approach should be adopted. When patients voiced their concern by making a complaint or inquiry, this should be seen as a unique source of information for health care services on why adverse events occur and how to prevent them. As well as reducing future harm to patients, better management of complaints should restore trust and reduce the risk of litigation, through open communication and a commitment to learn from the problem. Various models on patient complaint mechanisms, particularly, in Australia and England can provide valuable insight for future reforms. Presently, the existing procedures for patients to be heard in Malaysia should be reviewed and incorporate features such as responsiveness, accessibility, impartiality, simplicity, speed and accountability.
format	Book Chapter
author	Jahn Kassim, Puteri Nemie
author_facet	Jahn Kassim, Puteri Nemie
author_sort	Jahn Kassim, Puteri Nemie
title	Improving patient complaint mechanisms in Malaysia: the role of law and medical organisations
title_short	Improving patient complaint mechanisms in Malaysia: the role of law and medical organisations
title_full	Improving patient complaint mechanisms in Malaysia: the role of law and medical organisations
title_fullStr	Improving patient complaint mechanisms in Malaysia: the role of law and medical organisations
title_full_unstemmed	Improving patient complaint mechanisms in Malaysia: the role of law and medical organisations
title_sort	improving patient complaint mechanisms in malaysia: the role of law and medical organisations
publisher	IIUMPress
publishDate	2009
url	http://irep.iium.edu.my/6680/ http://irep.iium.edu.my/6680/ http://irep.iium.edu.my/6680/1/Improving_Patient_Complaint_Mechanisms_in_Malaysia_-_The_Role_of_Law_and_Medical_Organisations.pdf
first_indexed	2023-09-18T20:15:46Z
last_indexed	2023-09-18T20:15:46Z
_version_	1777407777265680384

Improving patient complaint mechanisms in Malaysia: the role of law and medical organisations

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