Chapter II

Results and Discussions

The descriptive-correlational study design was employed in this

investigation. David (2002) defines descriptive-survey research as a type of

research which answer to the questions who, what, when, where, and how. This

type of research describes a situation or a given state of affairs in terms of specified

aspects or factors. The researchers collected data from the different district

hospitals in the Philippines. They reviewed articles, journals, and publications

regarding patient satisfaction.

This chapter consists of patient’s complaints, comments, and perspective

about the quality of service and their degree of satisfaction in different district

hospitals in the Philippines.

Factors Affecting Patients Satisfaction

The researchers was able to identify different factors affecting patient

satisfaction in different district hospitals in the Philippines. The researchers divided

the following issues complained into three such as: (1) Physical Environment, (2)

Professionalism and (3) Quality of Service.

Patient Satisfaction to the Physical Environment

A. Positive Reviews

According to a survey conducted by Korea International Cooperation

Agency (Koica), the impression and experience of 750 patients of the services in

three remote hospitals in Iloilo namely, Aleosan District Hospital, Dr. Ricardo S.

Provido Sr. Memorial Hospital and Jesus M. Colmenares District Hospital, were

satisfactory. In terms of the patient’s satisfaction of facility, food and equipment,

73.6 percent found their rooms clean and orderly and 71.6 percent found their

comfort rooms clean.

According to Garcia (2019), Most of the patients viewed the physical

environment as excellent. In terms of ventilation and lighting they considered it as

good while in terms of noise they consider it as excellent. In other words, despite

of limited facilities the staff together with the management of the hospital was

able to maintain a conducive environment in the providing quality care.

B. Negative Reviews

Another review from the findings from Patient Opinion, an online service

enabling people to comment on their care found that 2,537 of the 11,982

comments it received between 2005 and 2010 were negative. It analyzed the 537

most critical responses to reveal the details of the worst failings of district

hospitals. These cases also saw patients complaining about problems with the
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environment in which they were treated, such as poor food or night time noise,

poor health outcomes and cleanliness.

Moreover, another open letter complaint had been published in the Phil-

Star News Website entitled “To address District Hospital issues: Provincial

government urges teamwork among other government agencies.” Based on the

Capitol of Cebu documentation, of the 10 district hospitals, the issues mostly

include cracks in the walls and improper wirings that may cause possible accidents

(Avila, 2016).

Insights

In this regard, the researchers ought to describe that most of the district

hospitals suffers from this dilemma having a numerous of patient with less facilities

and unimproved physical environment. The patient really needs a conducive place

to be treated but sad to say, the district hospitals in the country needs to be

improved and be upgraded.

Patient Satisfaction Regarding Professionalism

A. Negative Reviews

In another district hospital, quality of care is under fresh scrutiny after a

survey of patients found one in five had experienced problems such as rude staff,

a lack of compassion and long waits for treatment. Most of them also experienced
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inadequate response to requests or complaints. Long waits before or between

appointments, including delays in being moved between different departments.

Another issue had been published by Sunstar Philippines regarding district

hospitals. Third District Rep. Gwen Garcia criticized the administration of Gov.

Hilario Davide III over its failure to address the controversy hounding the Tuburan

District Hospital (TDH). The Province had already dismissed the three nurses

involved in taking a video of a wounded, dying drug suspect and uploading it on a

social media site. Garcia said the incident only showed the dismal state of the

TDH and other district and provincial hospitals under the Davide administration's

management. “It is clear that our district hospitals are suffering from poor

management. The current administration continues to peddle their lies that the

Province's hospitals are being managed properly but you can see that it’s the

opposite,” Garcia said, in Cebuano.

Insights

From the data gathered above, the researchers found out how

unprofessional the medical practitioner in the cited district hospitals above. This

unprofessionalism could lead to various complications in the part of patient and

hospital. Various complications include patient incompliance, patient losing their

loyalty to the hospital and worse could lead to death.

Patient Satisfaction Regarding Quality of Service Rendered

Service quality is a principles component of customer satisfaction.

Consumer’s perception is the main determinant of quality in health care service.

Most of the researchers on that issue believe that there is a relationship between

the perception of the consumers on the quality of the services and their satisfaction

(Cronin &Taylor, 1994).

A. Positive Reviews

According to the article of Jezza Nepomoceno (2017), The survey showed

most of the patient (77.5 percent) found the hospital “well managed” and the

same percentage has availed of the services of the outpatient department more

than once. Most of the patient (77.2 percent) also said they have a “good feeling

about the hospital” and 76.7 percent would recommend the hospitals to their

families and friends. Majority (76.4 percent) said the “hospital provides good

delivery services”, while 76 percent of the family members of the patient found

the hospital more convenient. Most of the patients (75.9 percent) also said the

hospital provided “good services to community people” and it has “good pregnancy

care.”

Moreover, another study entitled, Assessment of patient satisfaction with

health care providers at the out-patient department of Far Eastern University-

Nicanor Reyes Medical Foundation Hospital. This descriptive study serves as a

preliminary report to determine the level of patient satisfaction with the health
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care providers at the out-patient department (OPD) of FEU-NRMF Hospital. A 20-

item self-administered questionnaire was used for the survey. Patients consulting

at the OPD from October 22 to November 8, 1993 participated. Subjects rated

items on a five-point Likert scale. These items were grouped into four variables,

namely: technical performance, communication skills, quality time with the patient,

and access/availability/convenience. Data collected were analyzed using

descriptive statistics. Most of the patients assessed their health care providers to

be satisfactory as to technical performance, communication skills, quality time with

the patient, and access/availability/convenience.

B. Negative Reviews

However, an issue that was published from Sunstar Philippines regarding

poor quality of service wherein a 23-year-old man who suffered bruises and

fracture after a road accident allegedly died due to the staff negligence of the Barili

District Hospital.

Another from Minglanilla District Hospital, where a one-year-old girl died on

November 7 and a four-year-old boy on October 4 allegedly because they were

not given proper medical care.

Insights

It is essential to evaluate the patient satisfaction toward the services and

delivery of therapy. Patient satisfaction is an important and commonly used

indicator for measuring the quality in health care. Patient satisfaction affects

clinical outcomes, patient retention, and medical malpractice claims. It affects the

timely, efficient, and patient-centered delivery of quality health care. Patient

satisfaction is thus a proxy but a very effective indicator to measure the success

of doctors and hospitals. Most of the cited complaints and comments were

negative. The government must take a full action to the issues in the healthcare

system in the Philippines.

Proposed Solution to the Problem

According to an article by Teddy Casino, “What to do with our public

hospitals?,” wherein he stated various solutions such as:

1. Bigger allotment for public hospitals. I can’t see why P12B in public funds

should still be poured into Philhealth next year when it has reserve funds of

more an P105B and still growing by the day, especially with its planned

100% increase in premiums. The proposed P12B budget for PhilHealth

should be realigned to public hospitals instead, which will benefit all indigent

patients and not only the 5.2M households targeted by DSWD, many of

whom will not avail of their benefits anyway.

2. The allotment of at least P3B for Magna Carta benefits of health workers in

the GAA. If we want to profesSesionalize our health system, we should treat

our health workers as professionals as mandated in the magna carta.

3. Creating additional plantilla positions especially for nurses with adequate

funding for Personal Services. While the RN HEALS appear good on paper,

in fact it reduces our nurses to mere trainees and providers of cheap labor.

4. Government should heed the recommendation of the WHO that 5% of GDP

be allotted for health to provide for adequate supplies, medicines,

equipment and health workers for better services to the people especially

the indigents.
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