Evaluating healthcare facility accessibility: a satisfaction study of persons with disabilities in public hospitals

Healthcare accessibility for persons with disabilities (PWDs) remains a significant concern in Malaysia's public healthcare system despite existing legislation mandating accessible facilities. This study evaluates the satisfaction levels of disabled users regarding facilities in public hospitals, focusing on two major healthcare institutions in the Northern region. The research employed a quantitative approach using questionnaires distributed through physical and digital platforms to collect comprehensive data on facility accessibility and usability. The study population comprises diverse groups of individuals with disabilities who utilize services at these hospitals. Data analysis was conducted using SPSS software, presenting findings through detailed statistical analysis. Results revealed high satisfaction levels with elevator facilities and anti-slip flooring in disabled toilets, with mean scores of 4.57 and 4.49, respectively. However, significant deficiencies were identified in tactile flooring for visually impaired users (mean=1.97), wheelchair-accessible pathways (mean=4.27), and public toilet availability (mean=4.29). These detailed findings emphasise the critical necessity for targeted and strategic improvements across specific areas of hospital infrastructure to enhance overall accessibility and user experience. The research culminates in a series of comprehensive recommendations focused on infrastructure enhancement initiatives, specifically addressing the implementation of improved tactile flooring systems, extensive upgrades to wheelchair-accessible pathways, and strategic increases in accessible toilet facilities throughout the hospital complexes. These evidence-based findings and subsequent recommendations provide essential and actionable insights for healthcare facility planners, administrators, and policymakers working towards designing and preserving more inclusive, accessible, and user-friendly healthcare environments that effectively serve the diverse needs of everyone within the community.