Health Informatics
Level of Satisfaction in Using the Hospital Information System Among Staff of a Teaching Hospital in Malaysia
Last reviewed: March 2026
Key Findings
- The level of satisfaction among hospital staff in using the Hospital Information System at UKMMC was high, with 88.8% of respondents reporting satisfaction with the system.
- The majority of respondents were female (88.2%), reflecting the gender composition of the hospital workforce, particularly in nursing and allied health roles.
- Young staff aged 22–31 years showed distinct patterns of system usage and satisfaction, reflecting generational differences in technology comfort and expectations.
- Despite high overall satisfaction, 11.2% of staff remained dissatisfied, indicating areas requiring targeted improvement in system functionality, training, and support.
Background and Context
Hospital Information Systems (HIS) have become integral to modern healthcare delivery, supporting clinical decision-making, patient record management, administrative processes, and quality improvement activities. In Malaysia, the implementation of HIS in public hospitals has been a key component of the government’s strategy to modernise and improve the efficiency of healthcare services. The Universiti Kebangsaan Malaysia Medical Centre (UKMMC), established in 1997 as an 873-bed teaching hospital, was among the pioneering government institutions in Malaysia to adopt a comprehensive hospital information system, with implementation beginning in the late 1990s.
The success of any HIS implementation depends not only on the technical capabilities of the system but critically on the satisfaction and acceptance of its end users — the healthcare professionals who interact with the system daily. User satisfaction influences system utilisation rates, data quality, and ultimately the extent to which the HIS achieves its intended benefits for patient care and organisational efficiency. Despite the importance of user satisfaction, relatively few studies had examined this dimension in the Malaysian healthcare context at the time of this research.
This study by Sangaran, Ahmad Taufik, and Aniza, published in the Malaysian Journal of Public Health Medicine in 2014, assessed the level of satisfaction among staff at UKMMC in using the hospital’s information system and identified factors associated with satisfaction and dissatisfaction.
Study Design and Methods
A cross-sectional study was conducted among staff at UKMMC who used the hospital information system as part of their routine duties. The sample size was calculated using the Lemeshow formula, and data were collected using a structured, pre-tested questionnaire that had demonstrated acceptable reliability (Cronbach’s alpha values above 0.7 across all scales).
The questionnaire assessed multiple dimensions of user satisfaction, including satisfaction with system functionality, ease of use, response time, data accuracy, technical support, and the system’s contribution to work productivity. Sociodemographic variables including age, gender, job category, educational level, length of service, and frequency of system use were also collected. Statistical analyses included descriptive statistics, Pearson’s Chi-Square test, Mann-Whitney test, and logistic regression to identify significant predictors of satisfaction.
The response rate for the study was 100%, reflecting strong engagement from the sampled staff members and contributing to the reliability of the findings.
Key Findings
The results demonstrated that overall satisfaction with the HIS at UKMMC was high, with 88.8% of staff reporting that they were satisfied with the system. This finding was encouraging and suggested that the HIS had been successfully integrated into the workflows and practices of the majority of hospital staff. However, 11.2% of staff reported dissatisfaction, and understanding the characteristics and concerns of this group was important for targeted improvement efforts.
The workforce demographics of the study sample were notable. The majority of respondents were female (88.2%), consistent with the gender distribution of the hospital workforce, particularly in nursing — which constitutes the largest clinical staff category in most Malaysian hospitals. Young staff members aged 22–31 years formed a significant proportion of respondents, a group that might be expected to have higher comfort levels with technology but may also have higher expectations for system performance and functionality.
Chi-Square and logistic regression analyses identified several factors significantly associated with satisfaction levels. Knowledge of the system and behavioural intention to continue using the system were among the factors positively associated with satisfaction. These findings suggested that investment in staff training and education about system capabilities could enhance satisfaction and promote more effective utilisation.
| Dimension | Finding |
|---|---|
| Overall satisfaction | 88.8% satisfied |
| Dissatisfaction rate | 11.2% of staff |
| Gender distribution | 88.2% female respondents |
| Response rate | 100% |
| Key satisfaction predictor | System knowledge and behavioural intention |
Comparison with Other Malaysian Studies
The relatively high satisfaction rate at UKMMC compared favourably with findings from other Malaysian healthcare settings. Studies of HIS implementation in other public hospitals had identified challenges including limited financial resources, low acceptance among staff with longer tenure (who preferred traditional paper-based systems), and inadequate computing infrastructure. The UKMMC’s early adoption of HIS and its status as a teaching hospital — with a culture of innovation and evidence-based practice — may have contributed to the higher satisfaction levels observed.
Subsequent research at other Malaysian government health facilities with electronic medical record systems found that technical proficiency was the strongest predictor of user satisfaction, with technically proficient users being 18.1 times more likely to be satisfied than those lacking technical skills. This reinforced the importance of comprehensive training programmes identified in the current study.
Implications for HIS Implementation
The study’s findings carried several practical implications for HIS implementation and management in Malaysian hospitals. The strong relationship between system knowledge and satisfaction underscored the importance of ongoing training and support programmes, particularly for new staff members and during system upgrades. The creation of dedicated help desk services, peer-to-peer support networks, and regular training refresher sessions could help maintain and improve satisfaction levels.
The identification of a dissatisfied minority (11.2%) warranted targeted investigation to understand the specific pain points and frustrations experienced by these users. Common issues in HIS implementations include slow system response times, complex interfaces, inadequate functionality for specific clinical workflows, and insufficient technical support during system downtime. Addressing these concerns through system optimisation, user interface improvements, and enhanced support services could reduce dissatisfaction and improve overall system utilisation.
Limitations
The study was conducted at a single teaching hospital, and findings may not be generalisable to other types of healthcare facilities in Malaysia. The cross-sectional design captured satisfaction at a single point in time and did not assess changes over time or in response to system upgrades. The high overall satisfaction rate may have been influenced by social desirability bias, given that the study was conducted within the hospital where respondents worked. Additionally, the study focused on staff satisfaction and did not assess the impact of HIS on patient outcomes or clinical quality indicators.
Significance for Malaysian Health Informatics
This study provided valuable baseline data on HIS user satisfaction in a major Malaysian teaching hospital. As Malaysia continued to expand its health information technology infrastructure — including plans for a nationwide integrated electronic medical record system — understanding the factors that drive user satisfaction and acceptance was critical for ensuring successful implementation. The evidence from UKMMC demonstrated that high satisfaction levels were achievable and that investment in training and user support were key enablers of successful HIS adoption.
Sangaran G, Ahmad Taufik J, Aniza I. Level of satisfaction in using the Hospital Information System among staff of a teaching hospital in Malaysia. Malaysian Journal of Public Health Medicine. 2014;14(1):29–38.