Patient Experience in Malaysian Dual Practice Hospitals: A Narrative Review of Expectations, Service Quality, Satisfaction, and Revisit Intention
Ili Liyana Khairul Anuar, Khalid Ibrahim, Mohamad Rodi Isa and Leny Suzana Suddin
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Abstract:
Introduction: Dual practice is the concurrent provision of both public and private healthcare services within a public hospital, aiming to enhance specialist retention and generate revenue. Despite its global implementation, there is limited evidence on how patients perceive service quality, their satisfaction, and their intention to revisit within dual practice settings. This narrative review explored the literature on patients’ experiences of hospital care, particularly in dual practice hospital settings. Methodology: A literature search was conducted across three online databases: PubMed, Web of Science, and Scopus, employing a comprehensive search strategy combining MeSH terms and text words that are related to “expectations”, “hospital service quality”, “patient satisfaction”, and “revisit intention”. Relevant English articles published from 2000 to 2025 were included in this review. Results: There was limited literature found for a specific dual practice hospital context, the scope of included studies was expanded to include general hospital care settings. This narrative review examines how patients’ expectations, perceptions of service quality, satisfaction, and revisit intention interact to shape their overall experience, with a focus on the Malaysian dual practice context. Patients’ expectations, often influenced by prior experiences, communication, and the healthcare environment, play a crucial role in determining satisfaction and loyalty. The paper also examines relevant measurement tools. Discussion: There are limitations in the available measurement tools in their local validation and adaptation. It is crucial to implement culturally grounded, person-centred instruments for capturing patient perspectives within Malaysia’s evolving hybrid healthcare system. Conclusion: Strengthening how these constructs are measured can improve quality monitoring that balances fairness between public and private patients while supporting the sustainability of dual practice.
Keywords:
Dual practice, Rakan KKM, service quality, patient expectations, satisfaction, revisit intention, Full Paying Patient
Citation: Ili Liyana Khairul Anuar, Khalid Ibrahim, Mohamad Rodi Isa and Leny Suzana Suddin (2026). Patient Experience in Malaysian Dual Practice Hospitals: A Narrative Review of Expectations, Service Quality, Satisfaction, and Revisit Intention. Horizon J. Hum. Soc. Sci. Res. 8 (1), 19–30. https://doi.org/10.37534/bp.jhssr.2026.v8.n1.id1364.p19
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