User's Perception On Building Services in Public Hospital in Malaysia

MUHAMMAD HAZIM BIN ZAKARIA
ABSTRACT
Building services is an important role in our daily lives. Almost everyday we are dealing
and using it in our daily chores wherever we are; especially in Public Hospital. There
are many building services provided in hospital, which are Fire Safety System,
Drainage and Plumbing, Ventilation System, and Mechanical System. The problem
that usually occur is the awareness of the user towards the Building Services and the
problems arises when they are using it. This research will evaluate the frequency of
user when they use building services. To evaluate the performance of the building
services in public hospital, problems need to be identified first. From that, the
researcher can determine the main and common problems that occur in building
services in Public Hospital. The objectives of this study is to identify the main issues
and problems that relates to building services in public hospital, to evaluate users’
satisfaction level when using the building services and promote ways to improve the
performances of building services in public hospitals. Questions has been gathered
and distributed through google forms and the result for the survey has been reported.
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ACKNOWLEDGEMENTS
In the name of Allah, The Compassionate and the Most Merciful
Alhamdulillah and thankful to the Almighty Allah for giving me strength to prepare and
accomplish this research on time. I would like to take this golden opportunity to express
my gratitude supervisor for guidance and helping hands in order for me to proceed with
huge task that I need to complete. Also, special thanks to my colleagues for giving me
supports and sharing information and ideas on completing the dissertation without
asking for anything in return. Moreover, I would like to thank all of the participants that
allow me to interview and getting info even though time is very limited. Last but not
least, not to forget, I would like to thank my parent and family for their never ending
support directly and indirectly to ensure that I finish this dissertation on time. Thank
you for all the understanding given to me when I really needed it.
Thank you
MUHAMMAD HAZIM BIN ZAKARIA
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TABLE OF CONTENT
Page
ABSTRACT i
ACKNOWLEDGEMENT ii
TABLE OF CONTENT Iii-vi
LIST OF FIGURES vii-viii
LIST OF TABLES viiii
CHAPTER 1 : INTRODUCTION
1.1 Brief Background 1
1.2 Problem statement 2
1.3 Aim of research 4
1.4 Objectives 4
1.5 Scope of research 4
1.6 Methodology 5
1.6.1 Sampling 5
1.6.2 Instrumentation 5
1.6.3 Data Gathering 5
1.6.4 Data Analysis 5
1.7 Outline Chapter 6-7
1.8 Summary of Chapter 7
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CHAPTER 2: LITERATURE REVIEW
2.0 Introduction 8
2.1 Hospital
2.1.1 Definition 9-10
2.1.3 Importance of having good healthcare services 11
2.2 Public Hospital In Malaysia
2.2.1 Definition 12
2.3 Building Services
2.3.1 Definition 13
2.3.2 Types of Building services in Public Hospital 13
2.4 Building Services in Hospital
2.4.1 Mechanical System 14
2.4.2 Types of elevators according to their function 14
2.4.3 Problems arises when using elevators in Public Hospital 16
2.4.4 Requirements of elevators in public hospital 17-18
2.5.1 Fire Safety System 19
2.5.2 Requirements of Fire Safety System in Public Hospital 19-24
2.6.1 Ventilation System 25
2.6.2 Requirement for Ventilation System In Public Hospital 25
2.6.3 Air-Conditioning in Public Hospital
2.6.3.1 Definition 27
2.6.3.2 Types of Air-conditioning in Hospital 27
2.6.3.3 Basic Requirements of Air-conditioning in Public Hospital 31-33
2.6.4 Problem Arises in Ventilation system in public hospital 34
2.7.1 Toilet and Drainage System 36
2.7.2 Drainage in Public Hospital 37
2.7.3 Toilet In Public Hospital 37
2.7.4 Problem arises on Toilet and Drainage system In Public Hospital 39
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2.7.5 Solution for drainage Problems 40
`2.8 Summary of Chapter 40
CHAPTER 3: RESEARCH METHODOLOGY
3.1 Introduction 41
3.2 Research Methodology 41
3.2.1 Method of Data Collection 41
3.22 Objectives 42
3.3 Data Collection 42
3.3.1 Questionnaire 42
3.4 Analysis Method 44
3.5 Summary of Chapter 45
CHAPTER 4 : DATA ANALYSIS AND FINDINGS
4.0 Introduction
4.1 Survey response rate
4.2 Part A : Demographic Info 48
4.2.1 Gender group 48
4.2.2 Type of User 49
4.2.3 Age group 50
4.2.4. User’s Awareness on building services that provided in Public Hospital 51
4.2.5 Frequency of user in using building services at public hospital 51
4.3 Part B: Problems Arise from The Building Services In Public Hospital
4.3.3 Natural Ventilation System 56
4.3.5 Summary of Part B 58
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4.4 Part C: Satisfaction Level of Users When Using Building Services in Public Hospital
4.4.5 Summary of Part C 64
4.5 Part D: Suggestion on Improving The Performances Of Building Services
In Public Hospital
4.5.5 Summary Of Part D 70
4.6 Discussion 71-72
4.7 Summary of Chapter 4 73
CHAPTER 5 : CONCLUSION AND RECOMMENDATION

5.0 Introduction 74
5.1 Conclusion 74-76
5.2 Limitations 77
5.3 Recommendations 78
5.4 Reflection 79
REFERENCES
APPENDICES
vi
LIST OF FIGURES
FIGURE TITLE PAGE

2.1.1 Typical equipment in public hospital 10
2.4.2 Example of elevators in building 14
2.5.2 Compartment floor 20
2.5.3 Opening of atrium 22
2.5.4 example of emergency signboard exit 24
2.5.5 example of Emergency Route Plan 24
2.6.2 Requirement of Ventilation System 26
2.6.3.2 example of window air conditioner 28
2.6.3.3 example of window air conditioner 29
2.6.3.4 Centralised Air-conditioner 30
2.6.3.4 Split air-conditioner 31
2.3.2.3 Requirement of air-conditioning in public hospital 32
2.7.1 Subsoil water drainage 36
2.7.2 Surface water drainage 37
2.7.3 Toilet in public hospital 38
4.1 Survey response Rate 47
4.2.1 Gender Group 48
4.2.2 Type of user 49
4.2.3 Age group 50
4.2.4 Users’Awareness on building services that provided in Public Hospital 51
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4.3.4 Toilet And Drainage 57
4.3.5 Summary of part B 58
4.4.5 Summary of part C 64
4.4.5 Summary of part D 70
viii
LIST OF TABLES
TABLE TITLE PAGE

2.4.2 The type of elevators according to their function 15
2.4.4 Size of Elevator 17
3.2 Research instrument 42
4.1 Survey Response Rate 47
4.2.1 Gender Group 48
4.2.2 Type of user 49
4.2.3 Age group 50
4.2.4 Users’ Awareness on building services that provided in Public Hospital 51
4.3.5 Summary of part B 58
4.4.4 Toilet and Drainage 63
4.4.5 Summary of part C 64
4.4.4 Toilet and Drainage 69
4.4.5 Summary of part D 70
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CHAPTER 1
INTRODUCTION
1.1 BRIEF BACKGROUND
Federal, state and local government have been relied on public services to
provide human services since the formation of government. For many generations,
Malaysians’ health has been unevenly influenced by income, education, ethnicity, and
where they live. Healthcare systems have operated separately from each other and
from community life. The definition of health right now is not needing to seek healthcare
rather than an acknowledgement of people’s lives which are their works, families, and
communities that should support actively and live healthy life.
A public hospital or government hospital is a hospital that owned by a
government and receives funding from the government. Public hospital in some
countries such as Malaysia provide the cheapest to free of charges for healthcare
services to patient where the expenses are fully covered by the government fully. As
per 31ST December 2016, there is 135 public hospitals and 9 special medical
institutions in Malaysia accommodate 41,995 beds according to Ministry of Health
Malaysia (Ministry of Health Malaysia, 2017)
There are a few facilities that available in hospital such as operation theatre
for surgical purposes, blood banks for the storage of humans’ blood, labour room,
cafeteria, waiting room, lobby, restroom and many more. All of the facilities and
rooms need a proper ventilation, equipped with fire safety system and must be
convenient to use for the public
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1.2 PROBLEM STATEMENT
Lack of maintenance and evaluation. On 17th May 2019, a report has been
made said that a defect that cause the leaking on the ceiling caused leaks at Hospital
Queen Elizabeth in Kota Kinabalu, Sabah, including in an operating theatre(OT) room
during surgery. This could be worsen if the water drips onto the open wound surgery.
According to Health Minister Dzulkefly Ahmad (2017), public healthcare in Malaysia is
both underfunded and understaffed because of the current economic situation. This
problems could affect generally the maintenance for all building services and
improvement are impossible to be made.
Fire systems too old and not updated. On 25th October 2016, Six patients
have been killed in a fire that broke out at the intensive care unit (ICU) of the Sultanah
Aminah Hospital (HAS) ( The Star, 2016). The fire affected two floors of the main HSA
building but the fire fighters managed to stop it from spreading to other floors. It said
that faulty wiring caused a short circuit on the third floor of the hospital.
Indoor air quality problems cannot be foreseen. Hospitals are “on-call” 24
hours a day, 7 days a week. So, ventilation in these critical care facilities are necessary
to ensure the recovery of the patients especially in the Operation Theater (OT) room.
More than 90% of hospital facilities and other buildings use are called mixing ventilation
systems, as Professor Manuel Ruiz de Adana, one of the main authors of the research,
explains. These systems push new air into the upper part of the room, which is not
where the patient is located. Later, this new air is mixed with the air in the room and
pollutants decrease (University of Cordoba, 2019). According to recent research, it is
estimated that one in every 20 patients catches an infection during their time in
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hospital. A key form of defence for a hospital is its ventilation system, which is critical
in helping to reduce infections acquired during surgery and while in recovery (Jerry
Slann, 2017).
Overcrowding. The National Audit Department found in its recent report that
emergency and trauma departments at Malaysian hospitals were understaffed,
overcrowded, underfunded and under equipped. The other reason is due the Public
Hospital’s policy from The Ministry of Health that practises a no wrong door policy
where any patient from all around the country that come to the Hospital will be treated.
It’s just convenient to go to public hospital for some people as Public Hospital serve a
lower cost of treatment rather than other private hospital. Furthermore, each district
and state has their own public hospital to serve better healthcare for the citizens. Some
people choose public hospital due to its distance from their home where they can get
their healthcare services fast with a lower cost of expense.
Blocked drains in hospitals are a major cause for concern, and entire wards
can be closed if drainage issues get out of hand. According to online website
www.lanesfordrains.co.uk, since 2012, 9% of hospitals have had services interrupted
and wards closed due to drainage issues. Toilets and toilet pipes get blocked when
people put the wrong things down the toilet. Some of the things which should never be
put down the toilet are foodscraps, paper, rags, cans, bottles, grease and fat. Lots of
things that go into plumbing systems should go into the waste stream.(Hunter, 2019)
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1.3 AIM OF RESEARCH
The main purpose of this research is to enhance the performance of building
services available at public hospital.
1.4 OBJECTIVES
1. To identify the main issues and problems that relates to building services in
public hospital.
2. To evaluate users’ satisfaction level when using the building services
available in public hospital
3. To promote ways to improve the performances of building services in public
hospitals
1.5 SCOPE OF RESEARCH
The research will be conduct at all public hospitals in Selangor. The scope of
research is to focus on performances of their building services and ways to
improve them. The users which is visitors, staff and patient in public hospitals
in Selangor will be the respondent of this research. They will be asked about
the building services that they can see and aware on their everyday visit to the
public hospital.
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1.6 METHODOLOGY
1.6.1 Sampling
The respondents involves in this survey are the users in public hospital in
Selangor as the subjects of the research. A nonprobability, convenience
sampling technique will be used to collect primary data.
1.6.2 Instrumentation
Data for this research will be collected using questionnaires given to the
patients or staffs in the public hospital. The questionnaires will be divided into
four sections. Section A, B, C and D. A copy of the questionnaire will be
attached in appendices.
1.6.3 Data Gathering
Data use in the survey process are both primary and secondary. The primary
data are mainly from questionnaires. The secondary data will be derived from
books, related thesis as well as published journals.
The questionnaire will be distributed in stages during visiting hours. To ensure
confidentiality, respondents are needed to submit in the questionnaire back on
the spot after they have finished answering it to the group member. The
researcher control the questionnaire to eliminate duplications of the responses.
1.6.4 Data Analysis
The data that will be collected and evaluated using Microsoft Excel software.
Simple statistical techniques will be used to tabulate the results of this
research. The primary data will be analyzed using the percentage of usage.
To compute the percentage of the response, the number of responses will be
measured.
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1.7 OUTLINE CHAPTERS
The dissertation consists of six chapters which are:
Chapter 1: Introduction
This chapter will present about the brief background about public hospital and
building services that available in Hospital. It consist of Introduction, Problem
Statement, Research Objectives, Research Questions, Scope of research
and research methodology applied in gaining all the information need for this
dissertation
Chapter 2: Literature Review
This chapter will discuss about the literature review gained regarding to this
topic which are hospital, public hospital, and building services.
Chapter 3: Research Methodology
This chapter will describe the type of research methods adopted for this
research. The design and methodology chosen was to determine the building
services provided at public hospital. It will cover the data collection method
and procedure, data analysis, scope of research and limitation of the research
for this research
Chapter 4: Case research
In this chapter 4, all data from the survey that has been made through google
form at the chosen location will be analysed.
Chapter 5 Data analysis and finding
This chapter will analyse the data collected from the questionnaire survey.
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Chapter 6: Conclusion and recommendation
In this last chapter, it will cover all the findings and further interpretation on
the accomplishment on research objectives. It will also include with
recommendations for future research.
1.8 SUMMARY OF CHAPTER
In conclusion, the researcher will determine the problems that arises in
building services by users’ perceptions in public hospital. The researcher also
will conduct a research based on the data gathered during the survey.
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Chapter 2
LITERATURE REVIEW
2.0 INTRODUCTION
In today’s era of global competitiveness, the condition of service offered plays
a significant part in customer’s satisfaction, irrespective of the type of service
rendered. Satisfactory service quality can be accomplished when the service offered
undergoes or surpasses the customers’ perceptions about the service. (Groonroos,
1987)
According to Merican, Health care in Malaysia is supported by the public and
private sectors and non-governmental organisations (NGO). The major contributor
and financier of health services is the Ministry of Health (MOH), which is responsible
for the health of the population, as stated in the Federal Constitution. The MOH carry
out proactive measures related to health, such as the planning and organisation of
the medical and health care services at primary, secondary and tertiary levels
(Merican, I., & bin Yon,2002)
Today's concept of hospitals as locations of recovery is quite recent. Originally
it was considered a place of hospitality that came from the Latin’s word, “hospes”
meaning “host”. Hospitals are mainly and traditionally a place for people to recover
from illness or disease, but a new concept involves such buildings to offer more,
particularly following several studies which have demonstrated that improved
environmental quality can increase productivity and reduce recovery times. Even the
aesthetics of a building can influence the health and well-being of patients and staff:
a Norwegian research. (Caspari,2006)
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2.1 HOSPITAL
2.1.1 Definition
A hospital is a healthcare institution that offers patient’s treatment with
specialized medical and nursing staff and medical kit. (WHO,2018) The best known
type of hospital is the general hospital, which typically has an emergency
department to handle critical health problems going from fire and accident victims to a
hurried illness.
It is a type of building that need to be take care and maintain it operations to
the fullest 24hours a day. Public hospitals are needed to preserve the standards of
health in a community by the role of such facilities in treating the poorest of the
citizenry. (Shandera, 2019)
A district hospital naturally is the major health care facility in its region, with
numerous beds for demanding care and additional beds for patients who need long
lasting care. Specialized hospitals include trauma centres, therapy
hospitals, children's hospitals, seniors' (geriatric) hospitals, and hospitals for specific
medical needs such as psychiatric treatment and a variety of disease categories.
Specialized hospitals can help decrease healthcare’s costs compared to general
hospitals. Hospitals are classified as Private, Public, or government varying on the
sources of income received
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Figure 2.1.1 shows a typical equipment in Public Hospital
Hospitals are the most complicated type of building. Each hospital is consists
of a wide range of services and functional units. It includes diagnostic and treatment
functions, such as clinical laboratories, imaging, emergency rooms and surgery.
Each building equipped with a wide-ranging and constantly evolving functions
of a hospital, including a highly complex mechanical, electrical, and
telecommunications systems, needs specialized knowledge and expertise. The
functional units within the hospital can have participating need and priorities.
A convenient hospital is that a building that can provide for many different
users and stakeholders. Hospital patients are often fearful and confused and these
feelings may prolong recovery time. Every effort should be made to make the hospital
stay as unthreatening, comfortable, and stress-free as possible.
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2.1.3 Importance of having good healthcare services
According to an article by The Star Online, with a score of 95 out of 100,
Malaysia was ranked first in the best healthcare in the World category of the 2019
International Living Annual Global Retirement Index. There are many private and
public hospitals to choose from where private hospital tend to be more expensive but
more to Western Standards than the public hospital. Patients don’t need to make
appointments to see a specialist and by simply registering at their choice of hospital
and waiting in line to see the doctors. These facts shows that the services including
the management, building services, hospitality provided by majority of the hospitals
are good enough to accommodate the patients internationally.( The Star, 2019)
At present, the number of Malaysians aged 60 years and above is estimated
to be 1.4 million and is estimated to increase to 3.3 million in the year 2020. The
percentage of the population that is 60 years and over has also soared over the years
which is 5.2% in 1970, 5.7% in 1990 and 6.3% in the year 2000. In the year 2020,
this percentage is estimated to be 9.8% of the population. Between 1990 and 2020,
the population of Malaysia is estimated to increase from 18.4 million to 33.3 million
which an increase of 80%. The aged population however is expected to rosed from
1.05 million in 1990 to 3.26 million over the same period, an increase of 210%.
(Mafauzy M, 2000)
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2.2 PUBLIC HOSPITAL IN MALAYSIA
The researcher will now explain about the main topic of the research which
is the Public Hospital in Malaysia
2.2.1 Definition
According to Rajah, in line with the concept and spirit of development, public
hospitals have been created and subsidised by Governments to bring out practically
all types of treatment either free or at subsidized rates so as to reach everyone
regardless of their class status (Rajah Rasiah, 2011)
It is supported by The Budget 2019 introduced by Ministry of Finance (MOF)
the Budget 2019 allocation for health services has increased to RM29 billions from
last year's allocation of RM27 billions. This is a 7.8%, or RM2 billions, increase from
Budget 2018 said Finance Minister Lim Guan Eng, during the tabling of Budget 2019
in Parliament on Friday, 2nd November. This allocation includes a RM10.8 billion to
restore clinics and hospitals, as well as buying of medicine and medical equipment.
(The Star Online, 2018)
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2.3 BUILDING SERVICES
The researcher now will explain types of building services in hospital in
Malaysia that will be the main point for this research
2.3.1 Definition
Building services are the systems installed to make them comfortable,
functional, efficient and safe in buildings. Construction services might include building
control systems such as gas , electricity, and renewable sources such as solar , wind,
and geothermal. In most public hospitals, elevators, fire safety, ventilation and air
conditioning are included.
2.3.2 Types of building services in public hospital
A hospital contains many different types of Building services. Some of them,
such as escalators, air conditioners and toilets, are normally used by the public. While
some can only be controlled by the Hospital Management such as the Fire Safety
System, Ventilation System, and Drainage System. A hospital contains many different
types of Building services. Some of them, such as escalators, air conditioners and
toilets, are normally used by the public. While some can only be controlled by the
Hospital Management such as the Fire Safety System, Ventilation System, and
Drainage System. This research focuses on four types of building services, which are
elevator in Mechanical system, Fire safety system, Ventilation system and Toilet and
Drainage system.
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2.4 BUILDING SERVICES IN HOSPITAL
2.4.1 Mechanical System
An elevator (US, Canada) or known as a lift (UK, Ireland, and Australia) is a
type of vertical transport device that moves people or goods between building floors,
vessels, or other structures. Lifts may be essential to ensure vertical circulation,
especially in high-rise buildings, for wheelchairs and for the vertical transport of
goods. Some lifts are also suitable for firefighting and
2.4.2 Types of elevators according to their functions
Figure 2.4.2 above shows example of elevators in building
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Type of elevators Characteristics and Functions
Crucial to the good performance to clients
of the building. Can bears 6 to 23 people
Trade at a time. It is commonly used in offices,
shopping mall and hotels
Designed for transporting large carts of
Hospital furniture. Have two sides of front and
back doors for loading and unloading
facilities
For high rise building such as flat ,
apartment or condominium, Need regular
High rise maintenance because of frequent use
and high possibility of vandalism
Table 2.4.2 shows the type of elevators according to their function
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2.4.3 Problems arises when using elevators in Public Hospital
a) Congested traffic
According to Sydney C.K, hospitals often experience lift congestion due to their
heavy traffic, complex types of users, and relatively slow-moving lifts due to safety
concerns (Sydney C.K, 2001). This shows that overcrowding is more likely to occur
during the peak hour, especially during the visiting times. Butcher and Wilson also
pointed out the difficulties in lift planning.
b) Elevators did not undergo maintenance
On October 12, 2016, the elevator in Lahad Datu Hospital suffered a
simultaneous damage. One patient needed an emergency caesarean section at the
time of the incident. Hospital staff and the patient's husband moved the patient via the
stairs to the operating room because of the emergency. Immediate lift repairs are done,
and in less than an hour they are back in operation.
The incidence of damage like that is unpredictable. In addition, hospital staff
must carry out their duties professionally for patient safety under any circumstances
(New Straits Times, 2016) It shows that some hospital has not regularly maintained or
repaired the elevators. User such as visitors, staff and patient are the main passengers
for the elevators in Public hospital. Thus, a problem with elevators that were not
maintained or managed regularly in the public hospital need to be solve immediately.
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2.4.4 Requirements of elevators in public hospital
a) Size of the elevator
Referring to an online website, elevators in hospital are much different in other
places because of the size of the elevators. Commercial elevator dimensions cannot
be followed for residential projects. Typically maxing out at a cabin of no more than 15
feet, this is considerably smaller than the average 22 square feet that is common in
commercial elevators (elevatorlab, 2018)
Lift Group Capacity (kg) Set of Floors Served
Group 1 1600 5-23
Group 2 1600 1-10
Group 3 1600 5-10
Group 4 2500-4350 1-23
Table 2.4.4
In order to achieve a good balance between providing good lift service and
keeping lift operating costs low, according to Jonathan W.C Ng, public hospital needs
to place particular emphasis on Hospital Lift System (HLS) design. One major design
challenge is planning HLS 'capacity to deliver a reasonable level of lift service. There
are various methods for estimating lift passenger traffic have been proposed by Peters
(Peters, n.d)
The elevator design has been allocated an effort to maintain and provide better
performance for the user at public hospital. The various aspects of lift design and
general guidelines were described according to Butcher and Wilson (1993) and
Strakosch (1998). Strakosch (1998) believed crucial factors in the design of the
hospital lifts in general.
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b) Ventilation in elevators
Air-conditioning (AC) air systems in elevator cars are important for the comfort
of occupants who use elevators in buildings. Most elevator systems have to consist of
an air-cooled top car unit that will operate with 100 percent return air. A car ventilation
system operates through air intake slots at the level of the car floor where air is drawn
from the hoist and discharged at the top of the car via an exhaust fan of 12 inches in
diameter that discharges air back into the hoistway. The capacity of the ventilation fan
is sized to the volume of the car, or 3.5 times the area of the car floor, whichever is
larger. The exhaust fan is automatically turned off when the car AC system is in
operation. The installation of packaged AC systems on top of elevator cars should
follow the manufacturer 's recommendations for equipment installation and clearance,
including the escape hatch and its opening. (Talal, 2007)
According to Talal, vapor retardant wall coverings should be provided in air-
conditioned elevator machine rooms situated in an unconditioned basement level. This
may not be sufficient in some cases, as water vapor condenses inside the machine
room on cold metals including electrical boxes and conduit. A dehumidifying system to
eliminate or reduce condensation should be considered for such applications (Talal,
2007)
While some buildings are fitted with chilled and hot water systems for HVAC
applications, it is not recommended to serve the elevator machine room with one or
both systems, as any water leakage could be terrible to the elevator system. In
addition, the building could be in the heating mode while the elevator machine room
might require a suitable cooling system .(Talal,2007)
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2.5.1 Fire Safety System
It's said that power generation engineering, operations and maintenance
personnel sometimes view fire protection systems as a "black hole." The main reason
for this is that major fires are a rare event and the systems designed to prevent them
are rarely called to duty. (Dominique Dieken, 2007)
There are two types of fire safety system, Passive Fire Protection System and
Active Fire Protection System according to Katazryna. Active fire protection is a type
of device or sensor such as automatic fire detection and fire suppression systems
whereas the primary purpose of passive fire protection is to contain fires or to slow
down their spread, such as thermal insulation barriers, building materials and others..
(Katazryna, 2016) The research now will focus on Passive Fire Protection System.
2.5.2 Requirements of Fire Safety System in Public Hospital
a) Size of Exit Route Plan
To achieve a successful fire protection system, it is necessary to have water
supply and meet the requirements of both a "adequate" supply and a "reliable"
supply. The term "suitable" refers to the ability of the water supply to meet the
pressure and flow rate requirements of the highest fire protection system in demand.
In the design of fire protection it is necessary to consider adjacent fire zones and the
operation of more than one fire protection system. When the flow rates of multiple
systems are added, the higher pressure demand must be balanced into the system.
A good designer of a fire protection system will ensure that the pressure demand of
multiple systems is relatively close. (P.E. 2007)
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b) Compartment Floor
According to clause 137 (1) Uniform Building by-Laws (UBBL 2012), any
building that not exceeding 30 metres in height which is more that 9 metres above
ground level which separates one storey from another storey shall be constructed as
compartment floors
Figure 2.5.2
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According to clause 137(2), any building that exceeding 30 metres in height,
al floors shall be constructed as compartment floors.
Figure 2.5.3
The opening of the atrium in buildings in accordance with 252A UBBL 2012
states that a minimum size should be 6 m and 95m2. For every floor an automatic
sprinkler is required. Additionally, the smoke control and exhaust system to help
whenever a fire accident occurs.
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Figure 2.5.3
c) Fire Appliance access
According to Clause 140 UBBL 2012,there are 3 access of fire appliances
which are:
I. Access Way, an area for entry, maneuvering and parking of fire
appliance during fire fighting and rescue operations
II. Access Road, a road capable of accommodating the passage of Fire
appliances to enter and Access way
III. Access openings, doorways that allows fast and safe entry of Fire
Fighting and rescue personnel into the building.
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d) Fire Extinguishers
Fire extinguishers are 'rated' based upon their ability to extinguish test fires,
according to Abaci. A commonly installed extinguisher is the red 9 liter water fire
extinguisher Class A (for flammable solids such as paper , wood, and textiles). It can
extinguish 1.3 m of the standard wooden crib test fire so is rated 13A and indicated
on the fire extinguisher 's body as such (Abaci, 2018)
The British Standard 5306 has provided a formula for calculating the number
of fire extinguishers required by Class A. At its simplest, it involves applying the thumb
rule that one 13A extinguisher covers a floor area of 200 square metres. To work out
how many 13A extinguishers are required, divide the area of the floor by 200 and then
round it up. A minimum of two extinguishers should be installed per floor unless the
upper floor area is less than 100 square meters and is single occupancy. In that case,
the upper floor requires only a minimum rating of 13A (Abaci, 2018)
It can be a useful guide to help the the designer understands how many fire
extinguishers the building likely to need. The number and type of fire extinguishers
depends on the nature of the business and the risks involved.( Abaci, 2018) According
to Unifour Fire Safety website, the best way to combat all three of the most
common types of fire is to buy multi-purpose ABC fire extinguishers. These have size
ratings, which are indicated by a number in front of the letters A and B—for instance,
2A:10B:C. Higher numbers indicate greater fire extinguishing capacity (Unifour Fire
Safety, 2019).
The amount of fire risk that exists in a building is known as its fire hazard level.
This determines how closely the designer and consultant must position fire
extinguishers of a certain size.
23
e) Emergency exit signboard
Figure 2.5.4 shows example of emergency signboard exit
Figure 2.5.5 shows example of Emergency Route Plan
Exit signs are intended to be absolutely unmistakable and comprehensible to
anyone. In the past, this generally meant exit signs showing the word "EXIT"[2] or the
local language equivalent, but increasingly exit signs around the world are in pictogram
form, with or without additional text. (Turner, 2010) In dark conditions, green
fluorescent signs can be seen better than other colours, since the human rod cell is
more sensitive to this wavelength (Stryer,2002)
24
2.6.1 Ventilation System
According to Malone, ventilation is the intentional introduction of outdoor air
into a space, and is mainly used by diluting and displacing indoor pollutants to control
indoor air quality. It can be used also for thermal comfort or dehumidification
purposes. (Malone, 2005)
Hospitals are composed of various facilities where the conditions required for
indoor air vary from one to the next. Hospital ventilation should provide patients with
suitable conditions for recovery, and doctors with adequate air quality for 24-hour,
365 days a year, concentrated work.
2.6.2 Requirement for Ventilation System in Public Hospital
According to Stockwell, the spread of infection often occurs through one or
more of three modes of transmission that are contact, droplet, and
airborne.(Holopainen, 2011) Hospital operations induce special indoor air quality
requirements. Good indoor air quality ( IAQ) in hospitals is important for the protection
of patients , staff and visitors from dangerous contaminants in the air. (Stockwell et al.,
2019)
Architects and developers needed to take into account many elements: for
example, adapting the size of the rooms to the number of patients, integrating
adequate and appropriate lighting and soundproofing walls between rooms or using
suitable materials and products The potential risk of infection spread is always
present in hospitals and it has been recommended that indoor air from hospitals be
supplied by mechanical ventilation (Stockwell et al., 2019)
25
Figure 2.6.2
Researcher have found the guideline according to Unifrom Building By Laws,
referring to By Law 39, Requirements for Natural Lighting And Ventilation according to
building use.
a) Residential
Business & All Buildings except Hospitals & Schools,
• Natural Lighting & Ventilation more than 10% of Clear Floor Area
of Space or Room
• Openings for Air must be more than 5% of such Floor Area.
b) Patients Accommodations in Hospitals
• Natural Lighting & Ventilation more than 15% of Clear Floor Area
of Space or Room
• Openings for Air more than10% of such Floor Area.
26
c) Classrooms in Schools
• Natural Lighting & Ventilation more than 20% of Clear Floor
Area of Space/Room
• Openings for Air more than 10% of such Floor Area.
d) Toilets & Bathrooms –
• Natural Lighting & Ventilation more than 0.2square metre per
unit of water closet or bathroom.
27
2.6.3 Air conditioning in Public Hospital
2.6.3.1 Definition
Air conditioning means complete mechanical control of air movement,
temperature, and comfort conditions throughout the building. It is essential to
calculate air changes and air flow rates based on basic human requirements
and then to remove heat gains (David V. 2013)
2.6.3.2 Types of Air-conditioning in Hospital
AC designer will recommend different types of air conditioning system
for different applications. Most commonly used are:
a) Window air conditioner
Figure 2.6.3.2 shows example of window air conditioner
28
Air conditioner used most frequently for single rooms. All components
contained in a single box are compressor, condenser , expansion valve or coil,
evaporator, and cooling coil. This unit is fitted into an opening made in the room's
wall, or a window sill commonly.
Figure 2.6.3.3
b) Central air conditioning system
Used for cooling big buildings, houses, offices, entire hotels, gyms and many
more. If whole building need to be air-conditioned, Centralized air conditioning
system is a better option if the entire building needs to be air-conditioned. It consists
of a huge compressor, capable of producing hundreds of tons or air conditioning
throughout the buildings
29
Figure 2.6.3.4
30
c) Split air-conditioner
Two components: the outdoor unit, and the indoor unit. The outdoor unit, such
as the compressor , condenser, and expansion valve, fitted outside the room. The
indoor unit consists of an evaporator or cooling coil, and a cooling ventilator. Don't have
to make a slot in the room's wall. Some split units have aesthetic appeal in modern
days and don't take up much space as a window unit.
Figure 2.6.3.4
31
2.3.2.3 Basic requirements of air-conditioning in public hospital
There are some basic requirements needed for operational theatre (OT)
which is the surgeon room. Obviously the regulation of temperature and humidity is
necessary, but cleaning of fresh air and circulating air is much more important.
Concerning cleaning, a high standard of filtration of air is demanded to avoid
contamination of wounds. So far only High efficiency Particulate Air (HEPA-filters), a
technical description, give security and safety. They filter particles down to under 1
micrometer and have a filtration rate of more than 99.9%. 4. The ventilation rate is
directly related to the germ concentration in the air. The higher the ventilation rate the
cleaner the air during working. Filtration is extremely important to make sure no
particles are making their way to a hospital room.. ( Lorenz R. ,1980)
Standard specification for Operation Theatres (OT) have been divided into
two groups:
Type Required rooms
Type A (Super specialty Operation Operation theatres for
Theatres) Neurosciences, Orthopaedics (Joint
Replacement), Cardiothoracic and
Transplant Surgery (Renal, Liver,
heart etc.).
Type B (General Operation This includes operation theatres for
Theatres Room): Ophthalmology, day-care surgeries
and all other basic surgical
disciplines.
Table 2.3.2.3
32
Characteristic of the Operational Theatre
1) Air Changes Per Hour:
The fresh air component of the air change is required to be minimum
4 air changes out of total minimum 20 air changes. If Healthcare Organization
(HCO) chooses to have 100% fresh air system then appropriate energy
saving devices like heat recovery wheel, run around pipes etc. should be
installed.
2) Air Velocity
The airflow needs to be unidirectional and downwards on the OT table.
The air face velocity of 25-35 FPM (feet per minute) from non-aspirating
unidirectional laminar flow diffuser/ceiling array is recommended
33
2.6.4 Problems Arises in Ventilation System in Public Hospital
a) Leakage from the ceiling
A defect in the roof structure has caused the rainwater to enter the building,
according to a research done by Khiew Swee Lian. The leak is causing water to soak
pore material such as ceiling boards and partition walls. The rainwater on the painted
brick wall also produces visible dampness. The prevailing high humidity conditions
promote microbe growth. Mould spores at the landscape in the central courtyard
become the most possible ready source of the mould growth problem. (Khew Swee
Lian, n.d)
b) Dampness in the room
Air-conditioning system is fully turned on despite the early low occupancy in
the building. Induced condensation to glass panel and metal door frame due to the
differential temperature between the rooms. The unsuitable operation of the air-
conditioning system is not reported and adapted to meet the low occupancy
requirement. Airborne spores are transmitted by the air-conditioning system to the
whole building causing the widespread of the mould growth. (Khew Swee Lian, n,d)
c) Uncontrollable temperature of the room
Shivering while waiting in hospital for queues. Due to centralized system
and technical problems that occur, some hospital can not control the air
conditioner temperature. Research shows that people working in air-conditioned
environments can have chronic headaches and tiredness. Those who work or
stay in buildings which are constantly being pumped full of cool air may also
experience constant mucous membrane irritation and breathing difficulties. This
leaves the user more vulnerable to contracting colds, flu’s and other illnesses.
(Nicole Bogart, 2012)
34
d) Lack of maintenance
Regardless of what type of air conditioner the hospital has, a clogged filter limits
airflow, decreases efficiency and reduces the ability to effectively cool air. Recently, if
the management has not cleaned the filter in the window or portable air conditioner, it
must be ensured by the management and periodically checked. For central Air
Conditioner systems, checking the filter manufacturer’s recommendation for when to
swap in a new one. Just keep in mind that if your system is running constantly or if you
have pets, you will need to change your filters more often.
35
2.7.1 Toilet and Drainage System
Drainage is an artificial removal of both surface and undersurface water.
Drainage is often a major component of civil engineering and construction projects,
and is essential to avoid flooding and other damage. There are two types of drainage:
Surface water and Subsoil drainage. Subsoil drainage is used to enhance ground
stability,reduce moisture content and enhance horticultural properties for
landscaping. Meanwhile, surface water drainage is a channel that accumulate water
form surfaces such as roofs and paved areas.
Figure 2.7.1 shows subsoil water drainage
36
2.7.2 Drainage in public hospital
In In this research, the drainage of surface water will be analyzed at public
hospital to evaluate the level of satisfaction of the users. Construction drainage
system is one of only a few engineered fluid carrying systems that interconnect all
parts of a building. The main other systems are the water supply system and the air
conditioning, ventilation and heating system. It is straightforward to design codes and
guidelines for all of these systems and the complexity arises when trying to forecast
their performance. (M Gormley, 2003)
Figure 2.7.2 shows surface water drainage
2.7.3 Toilet in Public hospital
Toilets are a piece of hardware used to accumulate or to disposal the waste
product of humans. According to Elizabeth, toilets at the user interface are sanitation
facilities that allow secure and accessible urination and defecation (Elizabeth, 2014).
Toilets can be known as flush toilet or dry toilet with or without rinsing water. They
can be constructed for a sitting or for a squatting position. Flush toilets are normally
connected to a sewer system in urban areas and to septic tanks in secluded areas.
Toilets are normally made of ceramic, concrete, plastic or wood.
37
Hospital is a crucial place to maintain good hygiene to prevent any disease
such as cholera to occur. The level of hygiene plays a big role in preventing such
disease from spreading.
Figure 2.7.3 shows example of toilet in public hospital
38
2.7.4 Problems arises on Toilet And Drainage System in Public Hospital
a) Blocked pipe
In public hospital, there are so many problems and issues relating to the
drainage system. Toilets and toilet pipes are one of the problems that get blocked
when people put the wrong things down the toilet. Some things that should never
be put down in the toilet are food scraps, paper, cans , bottles, fat and grease.
Wastewater pipes from sinks, basins, and laundry tubs can be blocked by people
putting down food waste, particularly tea leaves and other rubbish. (No author,
November 2010) According to Hunter, there are many things that should go into
the waste stream when plumbing systems. (Hunter, 2019)
For managers and frontline technicians responsible for keeping drains
and pipes flowing, healthcare facilities have a complex set of challenges. Top of
the list are the numerous discarded items which end up in drains and pipes but
should not. Dan housel said in his research that patient buildings at the hospital
tend to present the toughest plumbing challenges for technicians (Dan Hounsell,
2019)
2.7.5 Solution for drainage problems
To identify the drainage problem, the management has to map the whole
drainage system. That way, blockages, ground contamination and sinking can be
spotted and fixed before the damage gets out of control. Once the mapping is
complete, hospitals will be able to recognize connections, water flows, network
capacity and asset condition. (no author,2017)
It is the obligation of the local authority in that district to clear of the drain from
unwanted things. According to Uniform Building By Laws, UBBL, the surface and
storm water drains, culverts, gutters and water-courses under the control of the local
authority, maintained and kept as not to be a nuisance or injurious to health and to
be properly cleared, cleansed and emptied and, for the purpose of flushing, cleansing
39
and emptying the same, it may construct and place, either above or underground,
such reservoirs, sluices, engines and other works as are necessary.
2.5 SUMMARY OF CHAPTER 2
For the purpose of this research, the researcher will be focus only on certain
type of building services which are the Mechanical system, Fire Safety System,
Ventilation system and Toilet and Drainage system as per explain in chapter 2. Some
of the problems can be avoided and some them cannot be avoided. The researcher
has laid out the requirement by the local authority and the UBBL requirement in
managing these building services properly in Public Hospital.
40
CHAPTER 3
RESEARCH METHODOLOGY
3.1 INTRODUCTION
This chapter will enlighten the detail of research methodology and the flow of work
that will be used by the researcher in order to complete the research. It is very important
because it will monitor the researcher toward achieving the aim and objectives of the
research and also ensuring all the information are easy to obtain. In order to make the
research process run smooth and effective, the research need to be done properly. A well-
designed research should be formulated in order to produce reliable result, conclusion and
value of the research outcomes.
3.2 RESEARCH METHODOLOGY
Research methodology will represent the information regarding data collection
and data analysis. To achieve the objective of the research, method of collecting data
and data analysis have to meet the objectives.
3.2.1 Method of Data Collection
For the accomplishment of this study, a questionnaire and analysis will be used.
The questionnaire is used as a one method of data collection because it has several
benefits and a lot of research can be conducted using this method. Among the
advantages of the questionnaire is to provide time for the respondent to think and
respond to the questionnaire received and can obtain better information. While the
observation method is suitable for the recording research without questioning or
communication by observing the condition of the public hospital.
41
Research Objective Research Instrument Research Design
To evaluate users’
satisfaction level when
using the building Questionnaire Quantitative
services available in
public hospital
Table 3.2
3.2.2 Objective
Objective of this method is to collect information based on the user’s
satisfaction level when the use building services in public hospital. Therefore the
questionnaire will be given to the respondent and they will be given some time to
answer these questions
3.3 DATA COLLECTION
As described in the methodology of the study in chapter1, data collected will be
divided into two categories, which are primary data and secondary data. Primary data
for this study consist of information obtained from the questionnaires.
3.3.1 Questionnaires
. In order to develop the questionnaires and the checklist, the information from
literature review is required. This research consists of two stages. The first stage is to
identify the problem statement, aim objectives and scope of research.
The second stage of the research consists of data collection, data analysis and conclusion
and recommendations. The data collection of this research is divided into two categories
which are primary data and secondary data.
42
a) Primary data
The objective of the questionnaire is to obtain information and respond
from respondent which consist of patient, staff and visitors at the public
hospital. The questions are in quantitative form and will be divided into four
sections which are Demographic Info, problem arises in building services,
satisfaction level of users towards building services and recommendation to
improve the performance of building services in public hospital
b) Secondary Data
Secondary data is data gathered through reading, and literature
reference consists of journals, books, previous theses, seminar papers,
magazine and article from newspaper, statistic and reading material from the
internet. This secondary data necessary for the purpose of improving the
foundation of knowledge and the methods used to carry out this research.
43
3.4 ANALYSIS METHOD
Data obtained from the questionnaire will be analysed in advanced so that
this data can be treated and transformed into a form that is easy to understand.
The questionnaire based on a Likert‟s Scale of five (5) ordinal measures from one
(1) to five (5) according to the level of agreement as stated below. The data will be
analysed by using the Average Mean. In addition, Microsoft Excel Software will use
to help in producing the result of study into a more attractive form.
Ordinal Scale 1 to 5 in ascending order
1 2 3 4 5
Each scale represents the following rating:
1 = Disagree
2 = Slightly disagree
3 = Agree
4 = More Agree
5= Strongly Agree
Average Index/ Mean score = Sum of (F x S)

N
Where,
F= Frequency of respondent
S= score for ordinal scale
N= total respondent
44
3.5 Summary of Chapter
In summary, method of analysing data differs depends on data collected. Likert
scale are the most likely suitable for this type of research. It is easier for the researcher
to evaluate the graph and pie chart based on the mean score calculated.
45
CHAPTER 4
DATA ANALYSIS AND FINDINGS
4.0 INTRODUCTION
This chapter will explain the result of data analysis and the details of
frequencies analysis that accompanied by a research finding discussion. The first
objective, which is to evaluate users’ satisfaction level when using the building services
available in public hospital.
Meanwhile the second objective which is to identify the main issues and
problems that relates to building services in public hospital. The third objective are to
promote ways to improve the performances of building services in public hospitals
Generally, there are 200 questionnaire that have been distributed amongst the
staff, and the public in public hospital in Selangor.There are approximately 11 public
hospital all around Selangor. This questionnaire only focussed on 4 types of Building
Services which are Mechanical System, Fire Safety System, Ventilation System and
Plumbing and Drainage. The questionaire is divided into four parts,
1) PART A: DEMOGRAPHIC INFORMATION
2) PART B: PROBLEMS OR ISSUES ARISED WHEN USING BUILDING SERVICES IN
PUBLIC HOSPITAL
3) PART C: SATISFACTION LEVEL OF USER WHEN USING BUILDING SERVICES IN
PUBLIC HOSPITAL
4) PART D: SUGGESTION ON IMPROVING THE PERFORMANCES OF BUILDING
SERVICES IN PUBLIC HOSPITAL
46
4.1 SURVEY RESPONSE RATE
Data collection No of Questionaires

Questionaire Distributed 200
Questionaire returned and complete 146
Total Questionaire received 154
Questionaire received but did not complete 8
Table 4.1
Percentage
5%
Questionaire returned
and complete
Not complete
95%
Figure 4.1
Due to the Covid-19 pandemic, a physical survey was impossible to be taken,
Thus, this questionnaire was distributed through google form to all the hospital’s user.
A breakdown of the questionnaire distributed via online through google form in table
4.1 and figure 4.1 above, it shows the total number of questionnaires distributed and
received by the researcher. Total number of questionnaires that was returned with
complete answers are 146 responds. From the total number of survey, questionnaires
that researcher received was 154 while 8 responds that is incomplete. This occur due
to the technical issues when the user responded. Maybe they did not submit the
respond and accidentally the unresponded survey was taken account into total number
of survey received which are 154.Thus, only 146 no of questionnaires will be analysed
for this research
47
4.2 PART A: DEMOGRAPHIC INFO
In this section, the respondents’ information included in analysis data to review the
respondents. The gender, age group, type of user, frequency of user to the hospital,
awareness of user and the score of user in using building services.
4.2.1 Gender Group
GENDER SCORE PERCENTAGE (%)
Male 84 57.5
Female 62 42.5
TOTAL 146 100
Table 4.2.1 Score and percentage by gender
Gender of user
42% MALE
58% FEMALE
Figure 4.2.1 Percentage of respondent by gender
Based on table 4.2 and figure 4.2 above, it shows that most of the respondent in
this survey is the male by 57.5% where the other 42.5 is female gender .
48
4.2.2 Type of user
TYPE OF USER SCORE PERCENTAGE (%)

Patient 24 16.4
Staff 9 6.2
Visitors 113 77.4
TOTAL 146 100.0
Table 4.2.2 Score and percentage by type of user
Type of user
17%
PATIENT
6%
STAFF
VISITORS
77%
Figure 4.2.2 Percentage of user by type of user
Based on table 4.2.2 and figure 4.2.2 above, it shows that most user that
responded in this survey is the visitors by 77% while patient at 16.4% and the least
number of users responded to this survey is from the staff hospital which is 6.2%
only of the total respondent.
49
4.2.3 Age group
AGE GROUP SCORE PERCENTAGE (%)

a) 14-20 years old 1 0.7
b) 20-30 years old 108 74.0
c) 30-40 years old 15 10.3
d) 40 years old and above 22 15.1
TOTAL 146 100.0
Table 4.2.3
PERCENTAGE (%)
15% 1%
a) 14-20 years old
10% b) 20-30 years old
c) 30-40 years old
d) 40 and above years old
74%
Figure 4.2.3
Table 4.3 and figure 4.3 above shows that most age group of user that
responded in this survey is the 20 to 30 years old by 74% of the total user. The
second highest age group of user that responded is 40 and above years old by
15% of the total. Next, the second lowest age group of user is by 10% which age
group is 30 to 40 years old. while patient at 17% and the least age group in this
survey is 14 to 20 years old by 1%. It can concluded that most of the hospital’s
user is between 20 to 30 years old.
50
4.2.4 User’s Awareness on building services that provided in Public Hospital
BUILDING SERVICES YES NO

Mechanical system 139 (95.2%) 7 (4.8%)
Fire safety 126 (86.3%) 20 (13.7%)

Natural ventilation 137 (93.8%) 9 (6.2%)
Toilet and Drainage 136 (93.2%) 8 (5.5%)
Table 4.2.4
100.00
90.00
80.00
70.00
60.00
50.00
40.00
30.00
20.00
10.00
0.00
YES NO YES NO YES NO YES NO
Lift Fire Safety Natural ventilation Water Closet
Figure 4.2.4
Figure 4.4 shows that most of the users aware with the building services provided
by the public hospital. The highest percentage of awareness is the mechanical system
which is lift by 95.2% this maybe due to the usage of lift to the ward or clinic at the
upper level. The least percentage awareness is fire safety system by 86.3% of the total
respondent. Less awareness of user on fire safety system does not mean they are not
aware about it, it is maybe they did not used whenever their visit to the hospital. To
conclude, most of the respondent aware with all the building services provided since
the percentage reach 60% and above.
51
4.2.5 Frequency of user in using building services at public hospital
BUILDING SERVICES MEAN SCORE

Mechanical System 1.66
Fire Safety System 1.36
Ventilation System 1.95
Toilet and Drainage System 2.04

Table 4.2.5
Mean
2.5
1.5
0.5
0
Mechaniccal System Fire Safety System Ventilation System Toilet And Drainage
System
Figure 4.2.5
Based on figure 4.2.5 and table 4.2.5, the most frequent use of building
services by the user is Toilet and Drainage system with a mean score of 2.04. This is
because, toilet and drainage are common usage for the user especially when they
want to use the restroom. They encounter it almost every day in their daily life. The
least frequent use of building services is Fire Safety System with a mean score of 1.36.
Most of the respondent were from the visitors and patient that do not usually aware or
use fire safety system in their regular basis while visiting the public hospital
52
4.3 PART B: PROBLEMS ARISE FROM THE BUILDING SERVICES IN
PUBLIC HOSPITAL
In this section, 4 types of building services have been asked to the respondents
which are the Mechanical System, Fire Safety System, Natural Ventilation System and
Plumbing and Drainage system. Each system was being breakdown into several
questions in order to determine the problems that arise from these types of building
services in their hospital The results are as below:-
4.3.1 MECHANICAL SYSTEM
PROBLEMS STRONGLY DISAGREE AGREE MORE STRONGLY MEAN RANK

ARISE DISAGREE AGREE AGREE
Overcrowded 4 26 71 27 18 1
3.20
Hot temperature 10 67 52 10 7 2
2.57
Under 15 79 36 7 9 3
maintenance 2.42
Table 4.3.1
3.50
3.00
2.50
2.00
1.50
1.00
0.50
0.00
Overcrowded Hot temperature Under maintenance
LIFT
Figure 4.3.1
53
Based on figure 4.3.1 and table 4.3.1, the most arised problems in mechanical
system is overcrowded. This is because most design and space of the area in public
hospital are too narrow that leads to overcrowded (Butcher,1993) when waiting for the
lift and also when being inside the elevator during the peak hours. The least problems
based on table 4.3.1 is number elevators that are under maintenance.
54
4.3.2 FIRE SAFETY SYSTEM
PROBLEMS ARISE STRONGLY DISAGREE AGREE MORE STRONGLY MEAN RANK

DISAGREE AGREE AGREE
Lack fire 23 90 30 3 0 2
extinguisher 2.09
Unnoticeable 31 90 20 4 1 3
signboard 2.00
Exit route too 24 73 42 6 1 1
narrow 2.23
Table 4.3.2
2.25
2.20
2.15
2.10
2.05
2.00
1.95
1.90
1.85
Lack fire extinguisher Unnoticeable signboard Exit route too narrow
Figure 4.3.2
Based on figure 4.3.2 and table 4.3.2, the most arised problems in Fire Safety
system is the exit route too narrow for emergency exit with mean score of 2.23. This
resulting positive feedback because the mean score did not reach 3 and above. Most
public hospital in Selangor are following the Fire Safety Requirement made by the
authority. The least problems based on table 4.3.2 the unnoticeable emergency exit
which is 2.00. The result proof that most emergency signboard in public hospital are
following the Fire Safety requirement. They can be seen with bigger wording and
proper lighting whenever an emergency occur.
55
4.3.3 VENTILATION SYSTEM
PROBLEMS ARISE STRONGLY DISAGREE AGREE MORE STRONGLY MEAN RANK

Feel suffocated 11 59 59 11 6 2.60 1
Too hot 13 73 46 7 7 2.47 4

Does not function 13 63 56 11 3 3
well 2.51
Leakage of water 16 84 38 5 3 2.28 5
Too cold at certain 14 61 53 15 3 2
room 2.53
Table 4.3.3
2.70
2.60
2.50
2.40
2.30
2.20
2.10
Feel suffocated Too hot Does not function Leakage of water Too cold at certain
well room
Figure 4.3.3
Based on figure 4.3.3 and table 4.3.3, the most arised problems in Ventilation
system is the suffocating level of the area with mean score of 2.60. This data shows
that some area or rooms in the public hospital does not have a proper ventilation. This
is crucial because during peak hours, the number of visitors will increase causing the
area or room to be very packed with people causing uneasy for them in terms of
ventilation. The least problems based on table 4.3.3 and figure 4.3.3 is the leakage of
water from the air-conditioner with a mean score of 2.28.This is a positive result that
shows most air conditioner in public hospital are well maintained and repaired for the
comfort level of the user.
56
4.3.4 TOILET AND DRAINAGE SYSTEM
PROBLEMS STRONGL DISAGRE AGRE MORE STRONGL MEAN RANK

ARISE Y E E AGRE Y AGREE
DISAGREE E
A blocked drain 39 73 29 3 2 4
2.01
nearby
Smell of 37 55 42 8 4 2
2.23
drainage
37 72 27 8 2 3
Leakage from
2.08
the ceiling
No access to 29 62 40 10 5 1
2.32
water
Table 4.3.4
2.40
2.30
2.20
2.10
2.00
1.90
1.80
A blocked drain Smell of drainage Leakage from the No access to water
nearby ceiling
Figure 4.3.4
Based on figure 4.3.4 and table 4.3.4, the most arised problems in Plumbing
and Drainage system is some of the toilet did not have access to water with a mean
score of 2.32. This is a common problem in Selangor. Either public hospital or
residential house in Selangor has problem with access of water. The least arised
problems in Plumbing and Drainage is blocked drainage with a mean score of 2.01.
This is a good indication for public hospital where the management always did a
regular maintenance on plumbing and drainage system at the public hospital.
57
4.3.5 SUMMARY OF PART B
BUILDING SERVICES ITEMS AVERAGE RANK

MEAN
Overcrowded
Hot temperature
Mechanical System 2.73 1
Under maintenance
Lack fire extinguisher
Fire Safety Signboard unnotice 2.11 4
Exit route too narrow
Feel suffocated
Too hot
Ventilation System
Does not function well
2.48 2
Leakage of water
Too cold at certain room
A blocked drain nearby
Smell of drainage
Plumbing And Drainage 2.16 3
Leakage from the ceiling
No access to water
Table 4.3.5
AVERAGE MEAN
3
2.5
1.5
0.5
0
MECHANICAL SYSTEM FIRE SAFETY SYSTEM VENTILATION SYSTEM TOILET AND DRAINAGE
SYSTEM
Figure 4.3.5
58
Based on figure 4.3.5 and table 4.3.5 above, the most arised problems of all the
types of buildings services surveyed is Mechanical System with an average mean score
of 2.73. The least arised problems is in the Fire Safety System with an average mean
score of 2.11. This is maybe due to most user did not encounter the Fire Safety System
unless the user is hospital’s staff in their daily basis. Public user such as visitors and
patients will most likely to face problems in Mechanical System which is Lift because they
regularly use them whenever they went to the public hospital.
59
4.4 PART C: SATISFACTION LEVEL OF USERS WHEN USING BUILDING
which are the Mechanical System, Fire Safety System, Natural Ventilation System and
Plumbing and Drainage system. Each system were being asked several question
regarding the satisfaction level of the users in public hospital.
ITEMS NOT LESS SATISFY VERY MOST MEAN RANK

SATISFIED SATISFY SATISFY SATISFY
AT ALL
Space or 5 46 77 15 3 2.66 3
size
Comfort 6 51 72 14 3 2.76 1
level
Number of 10 50 69 13 4 2.71 2
elevators
used
Table 4.4.1
2.78
2.76
2.74
2.72
2.70
2.68
2.66
2.64
2.62
2.60
Space or size Comfort level Number of elevators used
Figure 4.4.1
Based on Figure 4.4.1 and table 4.4.1, the most satisfy items in Mechanical
system is the comfort level of the lift. This data proof that most lift in Public Hospital
has a proper ventilation where most user has no problem of suffocating when they
were in the lift. The least satisfy item in Mechanical System is the space and size of
the waiting area and the lift. This can be related to Part B where most problems arised
in Mechanical System if the area and space of the lift.
60

AT ALL
Number of 3 29 88 18 8 2.99 2
fire
extinguisher
Emergency 2 27 84 20 13 3.10 1
Exit can be
notice easily
The space for 5 31 82 18 10 2.98 3
emergency
exit
Table 4.4.2
Chart Title
3.15
3.10
3.05
3.00
2.95
2.90
Number of fire extinguisher Emergency Exit can be notice The space for emergency exit
easily
Figure 4.4.2
Based on Figure 4.4.2 and table 4.4.2, the most satisfy items in Fire Safety
system is the emergency exit can be notice easily with a mean score of 3.10. The data
tally with part B where the least problems arised is the unnoticeable emergency exit. It
shows that most public hospital were following the UBBL requirement for emergency
exit. The least satisfy item in Fire Safety System is the space of emergency exit with a
mean score of 2.98 slightly below the number of fire extinguisher with a difference of
0.01. This can be related to Part B where most problems arised in Fire Safety System
is the emergency exit is too narrow. Some of the design for the exit route or emergency
staircase may or may not follow the UBBL requirement before tendering. It is crucial
because it may cause problems when an emergency happen.
61

AT ALL
The condition 4 27 90 20 5 2.97 1
of air-
conditioner
The 8 32 87 16 3 2.82 2
temperature at
the lobby and
others
Number of air 6 31 86 19 4 2.89 4
conditioner
Condition of 5 38 81 19 3 2.84 3
the ceiling fan
Table 4.4.3
Chart Title
3.00
2.95
2.90
2.85
2.80
2.75
The condition of air- The temperature at the Number of air Condition of the ceiling
conditioner lobby and others conditioner fan
Figure 4.4.3
Based on Figure 4.4.3 and table 4.4.3, the most satisfy items in Ventilation
system is the condition of air-conditioner unit with a mean score of 2.97.The data tally
with part B where the least problems arised is the hot temperature of the room or
waiting area. It shows that most waiting area or rooms in public hospital were equipped
with a proper ventilation to ensure the user in the building did not suffocated or too hot.
The least satisfy item in Ventilation System is the temperature at the lobby and others
with a mean score of 2.82 slightly below the item condition of the ceiling fan with a
difference of 0.02.
62

AT ALL
Smell of 13 62 47 18 6 2.60 4
drainage
Hygience of 18 45 57 20 6 2.66 2
toilet
Condition of 7 57 57 18 7 2.73 1
water closet
Condition of 15 51 54 21 5 2.66 3
toilet
Table 4.4.4
2.75
2.70
2.65
2.60
2.55
2.50
Smell drainage Hygience of toilet Condition of water closet Condition of toilet
Figure 4.4.4
Based on Figure 4.4.3 and table 4.4.3, the most satisfy items in Plumbing and
Drainage system is the condition of water closet with a mean score of 2.73. It shows
that most public hospital manage and maintain regularly on their Water closet unit, as
well as good hygiene. The least satisfy item in Plumbing and Drainage System is the
smell from nearby drainage. This is a common problem at every public place whether
hospital or not. Drainage are often neglected by the management as they cannot
foreseen the blockage that occurs during heavy rain or flash flood that leads to stink
smell from the drain. This causes the user to feel uncomfortable whenever they walk
pass near any blocked drainage.
63
4.4.5 SUMMARY OF PART C
BUILDING ITEMS AVERAGE RANK

SERVICES MEAN
Mechanical Space or size
System Comfort level 2.71 4
Number of elevators
used
Number of fire
Fire safety system extinguisher
Emergency Exit can 2.92 1
be notice easily
The space for
emergency exit
The condition of air-
conditioner
Ventilation System The temperature at the
lobby and others 2.91 2
Number of air
conditioner
Condition of the ceiling
fan
Smell drainage
Hygience of toilet
Plumbing system Condition of water
closet 2.85 3
Condition of toilet
Table 4.4.5
Average mean
3.50
3.00
2.50
2.00
1.50
1.00
0.50
0.00
TOILET AND MECHANICAL SYSTEM FIRE SAFETY SYSTEM VENTILATION SYSTEM
DRAINAGE SYSTEM
Figure 4.4.5
64
To summarize part C for this chapter, the most Satisfy type of building services
is Fire Safety System with an average mean score of 2.92. It is not arguable that
the least arise problems for type of building services in Public Hospital is Fire Safety
System. This is because the respondent of this survey are mostly from patients and
staff that rarely encounters with Fire Safety System such as Fire extinguisher and
others. Furthermore, the least satisfy type of building services in Public Hospital is
Mechanical System with an average mean score 2.71. Mechanical System in part
B also have the highest problems that the user faced among the type of building
services.
65
4.5 PART D: SUGGESTION ON IMPROVING THE PERFORMANCES OF BUILDING
on suggestion to improve the performance as well as management of the building
services in public hospital that consists of Mechanical System, Fire Safety System,
Natural Ventilation System and Plumbing and Drainage system.
ITEM STRONGLY DISAGREE AGREE MORE STRONGLY MEAN RANK

Evaluate the 0 7 82 24 33 3.57 2
design
before
tendering
Regular 0 3 65 32 46 3.83 1
check-up
and
maintenance
Table 4.5.1
MEAN
3.85
3.80
3.75
3.70
3.65
3.60
3.55
3.50
3.45
3.40
Evaluate the design before tendering Regular check-up and maintenance
Figure 4.5.1
Based on figure 4.5.1 and table 4.5.1, the most suggestion that agreed by the
respondent is on regular check and maintenance with a mean score of 3.83 while the
least suggestion agreed is evaluate the design before tendering with a mean score of
3.57. Both suggestion reach near 4 for the mean score indicating that both suggestions
are crucial to improve the performance and management of Mechanical System in
public hospital.
66

Increase the 0 14 95 21 16 3.27 4
number of
fire
extinguisher
nearby
Set bigger 0 14 78 26 28 3.47 3
signboard at
the
emergency
route
Regular 0 4 83 26 33 3.60 1
Inspection on
the sprinkler
system
Test the fire 0 8 76 28 33 3.57 2
alarm once a
month
Table 4.5.2
MEAN
3.70
3.60
3.50
3.40
3.30
3.20
3.10
3.00
Increase the number of Set bigger signboard at Regular Inspection on the Test the fire alarm once a
fire extinguisher nearby the emergency route sprinkler system month
Figure 4.5.2
respondent is regular Inspection on the sprinkler system with a mean score of 3.60
while the least suggestion agreed is Increase the number of fire extinguisher nearby
with a mean score of 3.27. All suggestions have reach above 3 for the mean score
indicating that all suggestions are crucial to improve the performance and
management of Fire Safety System in public hospital
67

Regular 0 5 77 29 35 3.64 3
maintenance
Evaluate 0 7 75 26 38 3.65 2
performance
Replace 0 4 64 28 50 3.85 1
unfunctional units
Add number of 0 15 72 30 28 3.47 4
air-
conditioner/ceiling
fan
Table 4.5.3
MEAN
3.90
3.80
3.70
3.60
3.50
3.40
3.30
3.20
Regular maintenance Evaluate performance Replace unfunctional Add number of air-
units conditioner/ceiling fan
Figure 4.5.3
respondent is Replace unfunctional units with a mean score of 3.85 while the least
suggestion agreed is add number of air-conditioner or ceiling fan with a mean score of
3.47. All suggestions have reach above 3 for the mean score indicating that all
suggestions are crucial to improve the performance and management of Ventilation
System in public hospital
68
Regular 1 4 72 32 37 3.68 3
cleaning the
blockage of
drain
Regular 1 3 60 33 49 3.86 2
cleaning and
maintenance
Daily 3 12 70 31 30 3.50 5
inspection
Detect any 0 9 70 34 33 3.62 4
leakage every
week
Increase 1 3 62 27 53 3.88 1
awareness to
the toilet user
Table 4.5.4
MEAN
4.00
3.90
3.80
3.70
3.60
3.50
3.40
3.30
Regular cleaning theRegular cleaning and Daily inspection Detect any leakage Increase awareness
blockage of drain maintenance every week to the toilet user
Figure 4.5.4
respondent is Increase awareness to the toilet user with a mean score of 3.88 while
the least suggestion agreed is daily inspection with a mean score of 3.50. All
suggestions have reach above 3 for the mean score indicating that all suggestions are
crucial to improve the performance and management of Ventilation System in public
hospital
69
4.5.5 SUMMARY OF PART D
BUILDING SERVICES ITEM Average mean Rank
Evaluate the design before 2
MECHANICAL SYSTEM tendering 3.70
Regular check-up and
maintenance
Set bigger signboard at the
emergency route
Increase the number of fire
FIRE SAFETY SYSTEM extinguisher nearby 3.48 4
Regular Inspection on the
sprinkler system
Test the fire alarm once a
month
Evaluate performance
Replace unfunctional units
VENTILATION Add number of air-
SYSTEM conditioner/ceiling fan 3.65 3
Regular maintenance
Regular cleaning and
maintenance
Daily inspection
Detect any leakage every
TOILET AND DRAINAGE week
SYSTEM Increase awareness to the 3.71 1
toilet user
Regular cleaning the
blockage of drain
Table 4.5.5
AVERAGE MEAN
3.75
3.70
3.65
3.60
3.55
3.50
3.45
3.40
3.35
MECHANICAL FIRE SAFETY SYSTEM VENTILATION TOILET AND
SYSTEM SYSTEM DRAINAGE SYSTEM
Figure 4.5.5
To summarise Part D, all the suggestion that need to be made were agreed by
all respondent. This is because the mean score for all building services surveyed in
this research have reach 3 and above. The maximum mean score is Toilet and
Drainage with a mean score of 3.71 while Fire Safety System is the minimum average
mean score with 3.48 .
70
4.6 DISCUSSION
Here are the discussion for this topic. The data analysis started with demographic
info where the type of gender and type of user were being evaluated. The respondent
consists of 58% male and 42% of female. It can be concluded that there are many male
respondent in this research. For the type of user, majority of the user were visitors which
is 77% while patient at 17% and for the least number of users is from the staff hospital
which is 6% of the total respondent. Most of the Visitors aware on the type of building
services where all type of building services reach 80% and above. The least aware type of
building services is Fire safety system which is only 86.3% of total respondent that voted
‘yes’. This is due to majority number of user are from visitors where they do not usually
deal with fire safety appliances.
Next, researcher will discuss on the mean score of problem arises on building
services at public hospital. The most arised problem of all the types of buildings services
surveyed is Mechanical System with an average mean score of 2.73. The item that lead
the to high means score is overcrowded in the lift. A high number of visitors could lead to
overcrowding situation in the lift. This is due to the peak hour of the public hospital occurs.
An uncontrollable flow of the visitors will cause the lift to be overcrowded. Furthermore, lift
that cannot be used due to under maintenance also causing trouble to the user as findings
in Chapter 2, point 2.4.3 which is problem arises when using elevators.
71
The next part, the researcher will discuss on the satisfaction level of the user on
building services in Public Hospital. The most Satisfy type of building services is Fire Safety
System with an average mean score of 2.92. It could be affected by the type user in this
research where most of the user are from visitors that do not frequently encounters the fire
safety appliances whenever they were in public hospital. The least satisfy building services
is Mechanical System with a mean score of 2.71. This is because most of the user did no
satisfy with the overcrowding situation as stated on part B. This situation affected the
satisfaction level of user when they used the lift causing the mean score to reach below 3
due to the unsatisfied user.
Finally. the researcher will now explain on the mean score of recommendation to
improve the performance of the building services in public hospital. Most of the building
services surveyed has reached mean score of 3. It means that all the suggestions and
recommendations were agreed by all respondent in this survey. The highest average mean
score for type of building services is Toilet and Drainage System which is 3.71 while the
lowest average mean score is 3.48. This was affected by the problems and satisfaction
level of user on the previous part. Thus, all the recommendations are agreed by all
respondent.
In a nutshell, it can be concluded that some of the building services are well
maintained and managed by the management of the public hospital, As stated on Findings
in chapter 2, cost of maintenance plays a big role for the management in public hospital. It
is depends on the management of the hospital to manage it well.
72
4.7 CHAPTER SUMMARY
In summary, the graph and chart been used to explain the results from the data
analysis which been analyzed from Microsoft Excel. It has show the general information of
the user, the problems arises from public hospital, the satisfaction level of user and the
suggestion on improving the performance of building services in public hospital. The data
was primarily taken from google form and been imported to Microsoft excel to be analysed.
73
CHAPTER 5
CONCLUSION AND RECOMMENDATIONS
5.0 INTRODUCTION
This chapter will review the findings of the research include the achievement
of the aims and objectives with summary of the findings by the researcher. This chapter
will discuss and explain more on the conclusion which are set to attain the main
objectives. The recommendations for the further research are prepared for the better
improvement on this topic.
5.1 CONCLUSION
This research has successfully achieved the aims and objectives. The research’s findings
are summaries as follows
a) Objective 1: To determine the problems that arises when using Building
Services in Public Hospital
The first objective for this research is to determine the problems that arises when
using the building services. According to the data obtained, the mean score of all the
data are range between 2 to 3 mean score where the most problems arise in building
services are Mechanical system with 2.73 and the least problems arises is Fire Safety
System which is 2.11. It can be summarised that there were not many problems arises
because of most of them has a lower mean score based on the data obtained where
especially in Fire Safety System that has an average mean score of 2.11.It proves that
facilities and building services in public hospital in Selangor are well maintained and
available to be used by the user.
74
For the item in building services that obtained highest mean score of problems
arises is overcrowded in Mechanical System which is elevator. The overcrowding
situations is due to usage of the lift at peak hour session like the visiting hours of the
public hospital usually from 8.am. to 5pm. Thus, resulting to maximum capacity of user
in the elevator.
Last but not least, for the lowest mean score item in this objective is the
unnoticeable exit signboard for in Fire Safety System. It shows that most of the
hospital’s users are aware and noticed that there is emergency exit signboard for Fire
Safety System and most public hospital in Selangor followed the UBBL requirements
for Fire Safety’s standard in the building. The users should had no problems dealing
with it.
b) Objective 2: To evaluate users’ satisfaction level when using the building
services available in public hospital
Satisfaction level of user is the utmost important thing to be evaluate in order
to improve such performance of building services in public hospital. Based on the data
analysed and findings in Chapter 4, the conclusions have been made. It can be
concluded that most satisfy type of building services is Fire Safety System with an
average mean score of 2.92 slightly above Ventilation System with a difference of 0.01.
All type of building services has an average mean score ranging from 2.7 to 3. It shows
that the user satisfied with all the building services in most public hospital in Selangor.
Some of the item has the highest mean score on this part which is emergency
exit can be noticed easily in Fire Safety system with a mean score of . This result tally
with the previous objectives where the least problem arises is the unnoticeable
emergency exit. It can be concluded that, most public hospital are following the UBBL
requirements for Fire Safety system in terms of the emergency exit .
75
Lastly, the lowest satisfied items by the user is the smell of nearby drainage.
This is the most common problems that has not been resolved in most public places
including public hospital. Hospital is a building and place that are crucial for the
rehabilitation of the patient. Bad impression of the user on the drainage system of the
hospital will lead to a decrease number of patient or staff to work and visit the hospital.
Thus, the management need to solve this problem from becoming worse.
c) Objective 3: To promote ways to improve the performances of building
services in public hospitals
Last objectives for this research is to promote ways to improve the performance
of building services in public hospital in Selangor. The objective has been obtained in
chapter 4 by the researcher.
Based on finding and analysis previously, most of the suggestion made by the
researcher in the questionnaire were agreed by the respondent where the maximum
average mean score is 3.71 which is Plumbing and Drainage System. It can be said
that, all of the average mean score is above average of 3. This indicates that, the
respondents were very positive towards the suggestion to improve the performance of
building services in public hospital. Toilet and Drainage System, Mechanical system
that has a difference score only 0.01 . Both of the building service in this research are
considered as the most problem arises based on previous objectives. Most public
hospital in Selangor has the exact problems.
The least average mean is the Fire Safety System which is 3.48. As been analysed
on previous objective, most respondent did not face any problems with the Fire Safety
System as it is not in their daily basis.
76
5.2 LIMITATIONS
During the completion of this research, some limitations has been the barrier
for the researcher to complete this research. Some of the researcher’s constraints in
the research prescribes as below:
a) Time
During the completion of this research, a pandemic outbreak covid-19 has occurred
that cause the limitation of time to conduct the research. This is because the academic
calendar has been changed drastically. Furthermore, the time to reach the targeted
sample took a longer time than expected that forces the research to collect the data
through google form by using email, whatsapp and other social online media.
b) Respondent
This are the most important thing to the researcher as the number of respondent
could affect the data of the research. Since the pandemic outbreak, the researcher use
online form which is google form to conduct the survey. There are 3 types of user needed
by the researcher which are patient, visitor and staff. The researcher found that the
problem to reach staff are tougher than the other users since the staff were the frontliners
to handle the pandemic. Hospital’s staff are the most important respondent as they are
very familiar with all the building services since the hospital are their workplace. Thus,
the result data only has a few answers from the staff of the hospital
77
5.3 RECOMMENDATIONS
a) Data and respondent of the research
For the data that has been gathered, researcher is recommended to conduct a
physical survey by evaluating the building services at least 3 public hospital in Selangor
to see the problems arises rather than collecting it from the literature review. The
problems in the real world may or may not be the same to the what issues obtained
from the newspapers or journal.
For the respondent of this research, researcher is highly recommended to
survey the research by handing the questionnaire by hand to the specific type of user.
This is because the number of type of user cannot be controlled due to the online
approach. It should be given by hand to specific amount of user accordingly in order
to obtain much more data and most accurate data.
b) Area and sample of respondent
In addition, to obtain more accurate data for this research, the future researcher
is recommended to expand the potential of respondents which related to area of
research. The next researcher might observe in the large scale of area is from the user
at different states that has a large population of sample in the area. The data will
therefore indicate more significant value and the findings might be more outstanding.
c) Time management
Time management is an important aspect that needed for all the researcher.
The potential researcher is highly recommended to manage their schedule and time
wisely during the research by following the Gantt chat. This is because time is the most
important factor in the research process to ensure the exact date of submission and
research time for the research being accept by society even in the future.
78
5.4 REFLECTION
When reflecting to this research, researcher found that at least enjoyed writing
this dissertation especially during the data analysis. Researcher is a person that
always curious to know about everyone perceptions towards something. For this
research, researcher is curious to know about the public perceptions towards the
performance of Building services in Public Hospital, As we know, public hospital is run
by government. It is common to see any public appliances or building will eventually
ruined by the public not less than a year based on the observation of researcher.
Moreover, researcher gain more experience in dealing with the software in the
computer such as excel, Mendeley and other website that helps in easing the
researcher to did the Literature Review. Although SPSS was not being used for this
research, it is an honourable to gain knowledge to manage SPSS in further research
Lastly, the support and advice that the researcher gain from the supervisors is
undeniably more than what the researcher expect. The researcher found a hard time
to did a dissertation in pandemic situation where all consultation must be online.
79
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82
APPENDICES
83
F A C U L T Y O F A R C H I T E C T UR E , P L A N N I N G A ND
SURVEYING
CENTRE OF STUDIES FOR QUANTITY SURVEYING
Questionnaires
Research Title: Users’ Perceptions on Building Services In Public Hospital In Malaysia
Dear Mr / Mrs / Sir / Madam,
I am Muhammad Hazim Bin Zakaria (Student ID: 2017626722), a student from Bachelor of
Quantity Surveying (Hons) UiTM Shah Alam, conducting a research entitled : Users’ Perceptions
on Building Services In Public Hospital In Malaysia. The main objective of this research are as
following:
4. To evaluate users’ satisfaction level when using the building services available
in public hospital
5. To identify the main issues and problems that relates to building services in
public hospital.
6. To promote ways to improve the performances of building services in public
hospitals
The information obtained by this survey and study will be used for academic purpose only. This
questionnaire will be use to gather data for the study stated above. All information disclosed will be
kept entirely CONFIDENTIAL. Your corporation is highly appreciated. Thank you. This
questionaires consist of 3 parts which are:
Part A : General Information
Part B : Main Problems arise when using Building services in Public Hospital
Part C Satisfaction level of user when using Building Services in Public Hospital
Part D: Suggestion on improving the performances of building services in Public Hospital
84
Part A: General Information
1. Gender:
a) Male
b) Female
2. Age Group
a) 14-20 years old

b) 20-30 years old
c) 30-40 years old
d) 40 and above years old
3. Type of user
a) Patient
b) Staff
c) Visitors
4. How often do you go to the Hospital?

a) Everyday
b) Once a week
c) Once a month
d) Rarely
5. Do you aware about the following Building Services when you come to the
Public Hospital
Yes No
a) Plumbing and Drainage system- (Water Closet, Sink,
drainage)
b) Mechanical System- (Elevators)
c) Fire Safety System- (Water sprinkler, Fire extinguisher)
d) Ventilation Sytem- (Natural ventilation, Air-conditioner)
85
6. How often do you use the facilities?
Very
Item No Rare Sometimes Often often
a) Plumbing and Drainage system-
(Water Closet, Sink, drainage)
b) Mechanical System- (Elevators)
c) Fire Safety System- (Water sprinkler,
Fire extinguisher)
d) Ventilation Sytem- (Natural
ventilation, Air-conditioner)
86
PART B :Problems or issues arised when using Building services in Public
Hospital
This part contains a rating to show the problems or issues arise when using building services at
Public Hospital In Malaysia. Tick ( ) at the given boxes from 1 (strongly disagree) to 5 (strongly
agree). If the problem are not arise in your area, you may tick on strongly disagree.
7. What are the problems that you noticed when you use or in that area of building
services?
NO ITEM Rate Scale

1 2 3 4 5
Stongly Disagree Agree More Strongly
disagree agree agree
1. Plumbing and drainage system
a) A blocked drain nearby
b) Stink Smell from the manhole
c) Leakage from the ceiling
d) No access to water at certain
tap water
2. Mechanical System
i) Elevators
a) Overcrowded during visiting
hours
b) The temperature is too hot
c) Too many elevators under
maintenance
Fire Safety system
a) Lack of fire extinguisher
nearby
b) Signboard for Emergency exit
cannot be seen
c) Size of Exit route is too narrow
2. Ventilation System
i) Overall condition
a) Do you feel suffocated in that
area?
b) Too hot
c) Some ceiling fan that does not
function well
ii) Air Conditioner
a) Too cold at certain room
b) Leakage of water from the air-
conditioner
c) Some air conditioner does not
function well
8. You may state other issues that does not include from the above table:
__________________________________________________________________
87
PART C: Satisfaction level of users when using Building services in public
hospital
This part contains a rating to show the satisfaction level of the user when using Public Hospital In
Malaysia. Tick ( ) at the given boxes from not satisfied to most satisfy about the Building
services
Rate Scale
No Item Not A little Satisfy Very Most

satisfied Satisfy satisfy satisfy
all
1. Plumbing and Drainage System
a. Smell of nearest drainage when you
passing by
b. Hygiene of the toilet

c. The condition of Water closet or sink
d. The condition of toilet
2. Mechanical system
i) Elevator
a. Size of the elevator
b. Comfort level when you are in the
elevator
c. Number of elevators that can be
used
3. Fire Safety System
d. Number of fire extinguisher nearby
e. Emergency Exit can be notice easily
f. The space for emergency exit
4. Ventilation
a. The condition of the air conditioner

b. The temperature at the waiting area
and other rooms
c. Number of air conditioner
d. Condition of the ceiling fan
88
Part D: Suggestion on improving the performances of building services in Public Hospital
9. What can you suggest on improving the performance of the overall building
services?
NO ITEM Rate Scale

1 2 3 4 5
Strongly Disagree Agree More Strongly
disagree agree agree
Plumbing and drainage system
a) Regular cleaning the blockage
of drain
b) Regular cleaning and
maintenance of toilet
c) Inspect the drainage everyday
d) Detect any leakage from the
pipe
e) Increase awareness to the
toilet user
Mechanical System
i) Elevators
a) Evaluate the design of the
elevator before tendering
b) Regular check-up and
maintenance for elevator
Fire Safety system
a) Increase the number of fire
extinguisher nearby
reachable place
b) Set up a bigger EXIT
signboard at the emergency
escape route
c) Regular Inspection on the
sprinkler system
d) Test out the fire alarm once a
month
Ventilation System
a) Regular maintenance on
overall airflow in that building
b) Evaluate once per month for
the performance of the air
conditioner and ceiling fan
c) Change ventilation system
that doesn’t function well
d) Add number of air-
conditioner and ceiling fan
10. Do you have any other suggestion that you would like to add?
_____________________________________________________
89

User's Perception On Building Services in Public Hospital in Malaysia

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User's Perception On Building Services in Public Hospital in Malaysia

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MUHAMMAD HAZIM BIN ZAKARIA

performances of building services in public hospitals. Questions has been gathered

In the name of Allah, The Compassionate and the Most Merciful

MUHAMMAD HAZIM BIN ZAKARIA

TABLE OF CONTENT Iii-vi

LIST OF FIGURES vii-viii

LIST OF TABLES viiii

1.1 Brief Background 1

1.2 Problem statement 2

1.3 Aim of research 4

1.5 Scope of research 4

1.6.3 Data Gathering 5

1.6.4 Data Analysis 5

1.7 Outline Chapter 6-7

1.8 Summary of Chapter 7

2.1.1 Definition 9-10

2.1.3 Importance of having good healthcare services 11

2.2 Public Hospital In Malaysia

2.3 Building Services

2.3.2 Types of Building services in Public Hospital 13

2.4 Building Services in Hospital

2.4.1 Mechanical System 14

2.4.2 Types of elevators according to their function 14

2.4.3 Problems arises when using elevators in Public Hospital 16

2.4.4 Requirements of elevators in public hospital 17-18

2.5.1 Fire Safety System 19

2.5.2 Requirements of Fire Safety System in Public Hospital 19-24

2.6.1 Ventilation System 25

2.6.2 Requirement for Ventilation System In Public Hospital 25

2.6.3 Air-Conditioning in Public Hospital

2.6.3.2 Types of Air-conditioning in Hospital 27

2.6.3.3 Basic Requirements of Air-conditioning in Public Hospital 31-33

2.6.4 Problem Arises in Ventilation system in public hospital 34

2.7.1 Toilet and Drainage System 36

2.7.2 Drainage in Public Hospital 37

2.7.3 Toilet In Public Hospital 37

2.7.4 Problem arises on Toilet and Drainage system In Public Hospital 39

`2.8 Summary of Chapter 40

CHAPTER 3: RESEARCH METHODOLOGY

3.2 Research Methodology 41

3.2.1 Method of Data Collection 41

3.3 Data Collection 42

3.4 Analysis Method 44

3.5 Summary of Chapter 45

CHAPTER 4 : DATA ANALYSIS AND FINDINGS

4.1 Survey response rate

4.2 Part A : Demographic Info 48

4.2.1 Gender group 48

4.2.2 Type of User 49

4.2.3 Age group 50

4.2.4. User’s Awareness on building services that provided in Public Hospital 51

4.2.5 Frequency of user in using building services at public hospital 51

4.3.2 Fire Safety System 55

4.3.3 Natural Ventilation System 56

4.3.4 Toilet and Drainage System 57

4.3.5 Summary of Part B 58

4.4.1 Mechanical System 60

4.4.2 Fire Safety System 61

4.4.3 Natural Ventilation System 62

4.4.4 Toilet and Drainage System 63

4.4.5 Summary of Part C 64

4.5 Part D: Suggestion on Improving The Performances Of Building Services

4.5.1 Mechanical System 66