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May 08, 2005
Service delivery in Malaysia
The New Straits Times runs this article today about the service delivery of Malaysian government.
Apparently, "62 per cent of respondents felt that the quality of services were better since Datuk Seri Abdullah Ahmad Badawi became Prime Minister in 2003, 28 per cent said things had stayed the same, while six per cent said things had not improved. Also, 80 per cent of the respondents believed that inefficiency and corruption continued to be ill problems affecting Government agencies.
A large percentage of Malaysians surveyed also felt bureaucratic red tape was a problem."
I would wonder how would people respond to the question in the real situation. Imagine: I am waiting in a governmental department or a hospital. Now I am asked, how I feel about the service delivery by a researcher. Dependent on the actual service delivery, I will feel great or bad. And this feeling is very much dependent on my own perception.
The article however mentions that respondents were asked via telephone interviews. Those respondents might have been at home or at work. Hence they are in a totally different environment and they might feel great - subsequently respond positively to the question, how they feel about the service delivery. This might differ from the time, when they feel the real service delivery - in the hospitals or at governmental departments.
The subsequent article in the print version of the NST describes a patient who had to wait a long time in the hospital to be treated, feeling excruciating pain - ask him, how he perceives service delivery, and I bet, that his response will not be that positive.
They also describe Malaysian Medical Association President Datuk Dr. N. Arumugam. He says that outpatient time will always be a problem. "It is a mismatch between demand and the number of personnel. But it is also a fact that a lot of people come in the morning rather than in the afternoon, so they end up waiting for one or two hours."
Do you see what I see??? Here is the answer to all the problems that Malaysia faces in service delivery!!
Ask yourself: Why would people come in the morning? Is it may be because they feel sick. I feel sick in the morning and that is why I want to see the doctor in the morning. Sorry Datuk, but I think there need to be a greater understanding on your side.
Probably, that is the reason why I still haven't received a response to my inquiry from December 28, 2003 - when my on had a fishbone in his throat and we visited Taman Desa Medical Center at night. Sorry -mah, we came at night, at that time, because my son couldn't wait until the next afternoon to get the bone removed.
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customer service
Malaysian Medical Association
Posted by Andreas at May 8, 2005 06:00 PM
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Comments
Yape. Huge corruption.
I got pulled over by this marked police car. The effer turned off the headlamps so I can't see the carplate (the trunk road was not lighted) also, they aren't wearing a batch, no nametags.
I asked the policement to summon me, and they refused. I said go on summon me, because I definitely didn't overtake that below speed car at double line :)
Well, he won't give me back my license and ID card. So you know what happened after that.
Extortion at large!
Posted by: EF at May 9, 2005 06:48 AM