Exploring the healthcare perceptions, barriers and expectations among people with physical disability and their caregivers in a healthcare facility in Kuantan, Malaysia

Introduction: Improving healthcare services for people with physical disabilities (PWPD) is critical to health achievement worldwide. However, some challenges impede this process, including inadequate continuity of care and financial burdens, all of which contribute to a decline in their overall health, well-being, and functional capabilities. Furthermore, caregivers of PWPD play a pivotal role in facilitating early diagnosis, participating in treatment decision making, and selecting suitable service providers. Aims: Therefore, this study aims to explore the personal experiences, barriers, and expectations of PWPD and their caregivers in receiving healthcare services at a teaching hospital in Kuantan, Malaysia. Methods: A total of 18 participants, including PWPD and their caregivers attending the hospital, were purposely selected to participate in individual in-depth interviews following a generic qualitative study design. These interviews were conducted in Malay using a topic guide, and the sessions were recorded, transcribed, and subsequently analysed. The data analysis process followed a qualitative data analysis framework. Results: The findings of our analysis revealed that most participants expressed satisfaction and shared positive experiences with the healthcare services they received. They emphasised that improved facilities and high-quality equipment played a significant role in enhancing their satisfaction. However, several barriers were identified, primarily related to physical limitations. The barriers were insufficient parking lot, deteriorated wheelchair conditions, long distance between different areas, overcrowding in the pharmacy, heavy doors, the absence of automatic beds, excessively high emergency buttons, limited shopping options in the hospital facility and restricted operating hours. Participants also expressed expectations for improved transparency in doctor-patient communication and enhanced hospital promotions. Conclusion: To enhance future healthcare provision, it is essential to understand and address the expectations of PWPD and their caregivers at various levels within the healthcare system