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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| Format: | Book Chapter |
| Language: | English |
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IIUMPress
2009
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| Online Access: | 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 |
| _version_ | 1848776713099542528 |
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| author | Jahn Kassim, Puteri Nemie |
| author_facet | Jahn Kassim, Puteri Nemie |
| author_sort | Jahn Kassim, Puteri Nemie |
| building | IIUM Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T14:34:27Z |
| format | Book Chapter |
| id | iium-6680 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T14:34:27Z |
| publishDate | 2009 |
| publisher | IIUMPress |
| recordtype | eprints |
| repository_type | Digital Repository |
| 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 |
| spellingShingle | K Law (General) KPG Malaysia Jahn Kassim, Puteri Nemie Improving patient complaint mechanisms in Malaysia: the role of law and medical organisations |
| title | 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_short | 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 |
| topic | K Law (General) KPG Malaysia |
| 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 |