Managing the support needs of Covid-19 infected individuals at quarantine and low-risk treatment centre in Malaysia

Abstract

The novel coronavirus rapidly demonstrated its ability to transmit efficiently among
humans, causing severe respiratory illness and, in many cases, leading to death. The
management of treatment centres often faces challenges related to inadequate funding, staff
shortages, and inefficiencies in service delivery. These issues can result in limited access to
care, prolonged waiting times, and compromised treatment quality for patients. This research
investigates the impact of tangibility, responsiveness, and reliability on patient satisfaction at
COVID-19 quarantine centres. The questionnaire survey was conducted on 100 infected
individuals who had been quarantined at Low-Risk Treatment Centre across Malaysia. The
data analysis of SEM-PLS demonstrated that the dimensions of support need to influence
patient satisfaction at the quarantine centre. While most dimensions had a positive impact,
responsiveness showed a negative relationship with patient satisfaction. This research
underscores the necessity of comprehensive quality control measures in healthcare settings,
particularly in quarantine centres, to manage public health crises effectively and improve
patient experiences.