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THE EFFECT OF AGE AND EDUCATIONAL ATTAINMENT OF THE PATIENTS

TO THEIR LEVELS SATISFACTION ON THE SERVICES OFFERED

BY THE GARCIA MEMORIAL PROVINCIAL HOSPITAL

SAN JOSE, TALIBON, BOHOL

PHOEBE KATES M. DELICANA

EARLY GRACE R. MULA

ANGELICA A. AUTIDA

CHERRY MAE AUTENTICO

CIRINIE T. ESTOCE

MELZOY R. TORRETA

MAIRI S. FERNANDEZ

DHALIA A. AULESTIA

MARIA ANGELICA A. VALMORES

GRADE XII EMILIO AGUINALDO

SAN JOSE NATIONAL HIGH SCHOOL

SAN JOSE, TALIBON, BOHOL

MARCH 2018
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THE EFFECT OF AGE AND EDUCATIONAL ATTAINMENT OF THE PATIENTS


TO THEIR LEVELS SATISFACTION ON THE SERVICES OFFERED
BY THE GARCIA MEMORIAL PROVINCIAL HOSPITAL
SAN JOSE, TALIBON, BOHOL

___________________________

A Research
Presented to the
Practical Research II Teachers
San Jose National High School
San Jose, Talibon, Bohol

____________________________

In Partial Fulfillment
Of the Requirements for the
Practical Research II
Of the Grade XII Level
_____________________________

By:

PHOEBE KATES M. DELICANA


EARLY GRACE R. MULA
ANGELICA A. AUTIDA
CHERRY MAE AUTENTICO
CIRINIE T. ESTOCE
MELZOY R. TORRETA
MAIRI S. FERNANDEZ
DHALIA A. AULESTIA
MARIA ANGELICA A. VALMORES
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ACKNOWLEDGEMENT

The researchers would like to extend their gratitude and

deep appreciation to all persons who have contributed and

extended their valuable assistance in making this study.

To Mrs. Rebecca M. Metica, the Practical Research II

teacher , who is also the thesis adviser, statistician, and

grammarian, for her unfailing support, for being approachable in

times of difficulties, for correcting our work, and for sharing

her knowledge and experiences.

To Mr. Miguelito S. Jayoma, MD, FPSGS, FPCS, MHM, the Chief

of Garcia Memorial Provincial Hospital for giving the

researchers the permission to conduct this study.

To Mrs. FLORA B. CREDO, MMPSM, the Administrative Officer IV

of Garcia Memorial Provincial Hospital for giving the

researchers the necessary information for the study.

To the Patients of GMPH, who became the respondents in

order for this study to be possible.


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To Miss Pearl Hazel R. Neri, the classroom adviser of the

researcher, for giving her continuous follow up and

encouragement to the researcher.

To the Teachers of San Jose National High School, for their

support to the researchers.

To the Respective Parents and Friends for their undying

support support, encouragement, and love without which the

researchers may not be able to accomplish the study.

Most especially, to the Almighty Father, the source of all

graces, blessings, wisdom, and strength that enable the

researchers to pursue this research work. Without Him, this

study would not have its realization.

The Researcher
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DEDICATION

This

research work

is heartily dedicated

to the Almighty God. This

is also lovingly offered to their

very supportive and respective parents,

siblings, and friends, the Senior High School

students and teachers, and the faculty and students

of San Jose National High School. May this work become

an inspiration to anyone who wishes to read it.

The Researcher
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TABLE OF CONTENTS

PAGE

COVER PAGE

TITLE PAGE

ACKNOWLEDGMENT

DEDICATION

TABLE OF CONTENTS

LIST OF TABLES

LIST OF FIGURES

CHAPTER

I.THE PROBLEM AND ITS SCOPE

INTRODUCTION

Rationale

Theoretical Background

Theoretical Framework

Conceptual Framework

THE PROBLEM

Statement of the Problem

Null Hypothesis

Significance of the Study


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Scope and Limitation

RESEARCH DESIGN

Research Methodology

Research Environment

Research Participants

Research Instrument

Research Procedure

Data Analysis

Statistical Treatment

DEFINITION OF TERMS

ORGANIZATIION OF THE STUDY

II. PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA

III. SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS

BIBLIOGRAPHY

APPENDICES

CURRICULUM VITAE
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CHAPTER I

THE PROBLEM AND ITS SCOPE

INTRODUCTION

Rationale

Customer satisfaction is a marketing term that measures the

services provided by a business organization or a company to

meet or exceed a customer’s expectation. Customer satisfaction

is important because it provides a metric to the marketers and

business owners that they can use in managing and monitoring

their business. It is the leading indicator to measure customer

fidelity, distinguish unhappy customers, reduce churn, and

increase revenue.

Garcia Memorial Provincial Hospital (GMPH) known as the

Talibon Emergency Hospital then, started its operation in 1960

during the incumbency of Pres. Carlos P. Garcia as a 25 bed

capacity general hospital. In 1965, the bed capacity was

increased to 75 and was renamed Talibon District Hospital. The

name was again changed to Garcia Memorial Provincial Hospital by

the virtue of Batas Pambansa NO. 177. Through the Administrative

Order No. 122 series of 1981 by the minister of health, Enrique

M. Garcia, it became a provincial hospital.

In the year 1983, the following nine (9) municipalities

consisted the catchment area of GMPH: Inabanga, Buenavista,


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Getafe, Talibon, Trinidad, San Miguel, Bien Unido, Ubay and

Pitogo. Dagohoy Municipal Hospital was created in 1985 and as a

result, the catchment area of GMPH was reduced into six

municipalities with seven rural health units (RHUs), namely:

Talibon, Trinidad, San Miguel, Bien Unido, Ubay with two RHUs,

and the municipality of Pres. Garcia. A total of 144 barangays

consisting the catchment area and 22 of these are island

barangays.

GMPH was the devolved to the Provincial Government of Bohol

when Republic Act 7160, Local Government Code was enacted and

implemented in 1992. It was then moved from the old site at

Poblacion, Talibon, Bohol. The hospital was completed, paid,

inaugurated, and blessed on November 4, 2001.

One of the issues that GMPH is facing since the beginning

is about the satisfaction of their patients in terms of their

services delivered to the public.This issue triggered the

researchers to conduct this study. The researchers are

interested to know the level of satisfaction of the patients

regarding the hospital services offered. Moreover, the

researchers believe that it is imperative that hospital services

especially from government hospitals be improved in order to

provide the best health care experience to the community; and

conducting a research study like this one is believed to be

helpful so as to provide a basis on whatever actions should be


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taken by service providers to enhance the quality of their

services.

Theoretical Background

Many studies on customers’ satisfaction have been conducted

through the years whether it is about customer satisfaction on

hotel services or company products. An attempt has been made to

present in brief, a review of literature on customer

satisfaction in general as well as on the customer satisfaction

from hospital services.

The service world expectations are well defined by service

marketers as “meeting or exceeding customer expectations (Kong,

1996, p. 6). Service managers have to manage these expectations

in order to satisfy clients (Peters, 1988).

Many attempts have been made by Gronroos (1983) towards

defining service quality in terms of “what is done” and “how it

is done”. While other researchers like Zeithaml (1988),

describes service quality as a customer’s overall evaluation of

distinct excellence. The judgment stated above greatly depends

on an individual’s perception. Parasuraman et al (1985) supports

the above statement by defining service quality as the

difference between predicted customer perceptions and

expectations from the service outcome.


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Oliver (1997;1980) proposed the Expectancy Disconfirmation

Paradigm to assess the customer satisfaction. The model implies

that customers purchase goods and services with pre-purchase

expectations about the anticipated performance. That is, once

the product or service has been used, outcomes are compared

against expectations. If the outcome matches the expectation,

confirmation occurs and if not, disconfirmation occurs.

Cardozzo (1965) suggested in the Dissonance Theory that a

person who expected a high-value product and receive a low-value

product would recognize disparity and experience a cognitive

dissonance.

Sharma and Chahal (2003) stated that due to increase

awareness among the people, patient satisfaction had become very

important for the hospitals. They examined the factors related

to patient satisfaction in government outpatient services in

India. They said that there are four basic components which had

impact on the patient satisfaction namely, behavior of doctors,

behavior of medical assistants, quality of atmosphere, and

quality of administration. They also provided strategic actions

necessary for meeting the needs of the patients of the

government health care sector in developing countries.

Reinartz et al (2004)stated in their study, “Customer

RelationshipManagement Process” that it is very important for


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maintaining healthy relations with the customers in order to

provide them satisfaction.

Folkes and Patrick (2003) study showed the converging

evidence of a positivity effect in customers’ perceptions about

service providers. When the customer has little experience with

the service, positive information about a single employee leads

to perceptions that the firm’s other service providers are

positive to a greater extent than negative information.

Yi (1990) suggests the opposite of the dissonance theory

which states that when actual product performance fails short of

customers’ expectation of the product, the contrast between the

expectation and outcome will cause the customer to exaggerate

the disparity.

There are no two patients who share the same expected view,

experience and preferences. Human beings are diverse in

character, implying that there are no two services perceived as

exactly alike. People have different tastes at different times

.Managers face a lot of challenges to satisfy just one client.

Also the needs of a patient 13 differ when it comes to gender,

bodyweight, illness, social class and values. Zeithaml Valerie &

Dwanye (2006, gave another reason for heterogeneity as a

characteristic of service which supports the assumption that

customers are distinct in their demands and ways.


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In many countries today, the healthcare management sector,

places a lot of emphasis on patient satisfaction. Evidence can

be found from the frequency of observed recent academic

publications related to satisfaction. For instance, Donabedian

(2005) claims that quality care can be attained by generating

satisfaction. Furthermore, surveys about patient satisfaction

have used some data as dependent variables to evaluate service

quality on the assumption that patient satisfaction depends on

the structure, process and outcome of care available at the time

of delivery. Ware Je Jr, (2009), defined patient satisfaction as

those contributing factors and components that generate

satisfaction.

Contributing factors were identified from an in depth

content analysis of items in questionnaires from many published

literature reviews from several distinct populations. A

patient’s expectation about a healthcare provider can greatly

influence perception and the level of satisfaction (Abramowitz,

2009). There are eight well-known dimensions which create the

foundation of satisfaction and dissatisfaction; Such as, “Care‟;

the art of care, technical quality of care, accessibility,

convenience, financial and the, physical environment, continuity

care and finally, the outcome of care.

Moreover, patients’ expectations and satisfaction related

causal factors certainly determine the characteristics of


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patients themselves. One of the most socio-demographic factors

of patient satisfaction is age. Blanchard CG. & JC.,(2009)

stated the fact that younger generations tends to be less

satisfied than the older generation, which explains why the old

easily comply to treatment and demand less from their physicians

as compared to the young. Another demographic factor is the

educational level which correlated to satisfaction as mention by

Hall JA., (1990). Similarly, gender, occupation, cultural origin

and income level also play an essential part in determining

satisfaction levels (Hall JA., 1990).

The aforementioned theories on customers’ satisfaction

clearly emphasized there are several factors that affect

customer’s satisfaction and that customers’ satisfaction are

assumed to be essential and significant to any service provider

who would like their customers to be their patrons, furthering

this study.
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Figure 1 clearly presents the flow of the present study.

INPUT PROCESS OUTPUT


 Profile of the
respondents
a. Age Data
b. Sex
c. Number of
Analysis
years in Proposed
teaching Statistical
d. Position Treatment Recommendations

 Perceptions on Percentage
specific
teaching and
techniques in
managing Chi-square
students’
classroom
behavior

Figure 1

Flow of the Study


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THE PROBLEM

Statement of the Problem

The main objective of this study was to assess the

customer’s satisfaction of the services offered by the Garcia

Memorial Provincial Hospital (GMPH), Talibon, Bohol of the

months of September, October, and November of the Calendar Year

2017.

Specifically, it aimed to answer the following questions:

1. What is the profile of the Garcia Memorial Provincial

Hospital (GMPH) in terms of:

1.1 Category and Accreditation

1.2 Personnel

1.3 Services Offered

1.4 Departments

1.5 Buildings and Infrastructures (Amenities)

1.6 Capacity

2. What is the profile of the respondents in terms of:

2.1 Age

2.2 Educational Attainment

3. What is the level of customer satisfaction in terms of:

3.1 Courtesy and Caring of Staff


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3.2 Comfort, Cleanliness and Availability of Amenities of

the Facility

3.3 Office Convenience

3.4 Medical Information

3.5 Schedules

3.6 Processes and Procedures

3.7 Teamwork Between the Doctors, Nurses, and Other Staff

3.8 Procedure Experience

4. Is there a significant degree of relationship between the

profile of the respondents and their level of satisfaction?

6. On the basis of the findings of study, what recommendations

could be offered?

Hypotheses

The current study hypothesized that:

1. there is no significant degree of relationship between the

age of the respondents and the level of their satisfaction.

2. there is no significant degree of relationship between the

educational attainment of the respondents and the level of

their satisfaction
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Significance of the Study

The results of this study will benefit both the patients and

the hospital organization.

Patients. The outcome of the study would give the patients

the voice for them to be heard by the hospital staffs so that

they would receive the best and satisfying health care which

they deserve. Moreover, their complaints, suggestions, comments,

remarks, and observations would be given equal importance. The

results of this study would also benefit the future patients of

the hospital. They will enjoy the best care and services that

the personnel can offer.

Hospital Organization. The hospital administration,

especially Mr. Miguelito S. Jayoma, MD, FPSGS, FPCS, MHM, will

gain insights on how satisfied their clients are and how their

services are being offered and for thedoctors, nurses, midwives

that with the results of this study will encourage them to

improve themselves and the way they deliver the services offered

to the community.

Community. The community will benefit this study. They will

enjoy the best healthcare services offered by the Garcia

Memorial Provincial Hospital.


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Future Researchers. This study will give them overview of

how to conduct a study on patients’ satisfaction. They can be

enlighten by the strengths of the study. On the other hand, they

can also improve their ways from looking to the study’s

weaknesses.

Scope and Limitation

This study was conducted at Garcia Memorial Provincial

Hospital (GMPH), San Jose, Talibon, Bohol wherein the

respondents were all patients from the months of August-November

2017. The respondents were chosen randomly based on the

information given by the said hospital.

In conducting the study, the researchers faced some

hindrances. One of these is finding the location of the

patients. The researchers had a hard time locating the place of

the respondents and contacting them. Second, is the expenses of

the researchers in going to the patients’ residence. Some of the

respondents were from Getafe, Bohol. The travelling fare costs a

lot for them due to the far location of the respondents.

RESEARCH METHODOLOGY

Research Design
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The nature of this study is quantitative research because

this type of research provides the accuracy of data such as;

 Generally the quantitative research are fairy in flexible

but the advantage of this flexibility is that it allows

meaningful comparison of responses across participant of

its study sites.

 In quantitative research participants are less formal so

they have opportunities to provide the answer in

more detail.

 (Daniel, 2011).The important reason to use or conduct

quantitative research is to eliminate the bias.

This type of research also filter out the external factors

and if well designed it provides unbiased and the actual

results.

This research was conducted gathered via survey with the

help of a questionnaire as the main data gathering tool. Survey

research technique is used to gather the information from

selected a sample of people because such technique has certain

advantages of quick information, inexpensive, effective and

accurate means of measure. Data were collected from patients of

Garcia Memorial Provincial Hospital (GMPH)and random sampling is

used for the data collection. A total of forty-four patients

answered the questionnaires and served as the sample for this

study.
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Research Environment

San Jose National High School is the locale of the study,

located in San Jose, Talibon, Bohol. This school was chosen as

the environment of the study because the place is the most

suitable for the study, and it is most convenient for the

researchers since they are studying in this school.

Presently, San Jose National High School is the biggest

school in Talibon, catering to almost 3,000 students who come

from San Jose, Poblacion, Balintawak and other adjacent

barangays.

Research Respondents

The respondents were the patients of Garcia Memorial

Provincial Hospital (GMPH). From the patients of the months of

August-November 2017, the researchers randomly chose 44 of them

as the respondents and as the sample for this study. Their ages

range from 20 and above. Their educational are as follows. Seven

(7) of them reached the elementary level. One (1) is an

elementary graduate. Ten (10) are in the high school level and

six (6) are high school graduate. Five (5) reached the college

level. Fourteen (14) are college graduate and one (1) finished a

master’s degree.
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Research Instrument

The researchers formulated a survey questionnaire as the

main data gathering tool. It is a questionnaire used in a

previous study which we found very appropriate to measure the

customers’ satisfaction of the patients at GMPH.

The questionnaire is composed of two parts. The first part

asks for the demographic profile of the respondents in terms of

sex and educational attainment being considered as factors

affecting customers’ satisfaction.

The second part is composed of items that measure

_______________

Research Procedure

After securing formal permission from the chief of hospital

of Garcia Memorial Hospital and having been provided with the

list of names and addresses of the hospital patients confined

during the months of August to November 2017, the

researchersinterviewed them and distributed the questionnaire

personally to the target respondents. They had to travel and

visit the respondents in their respective homes.

The gathered data were tallied, tabulated and subjected to

statistical analysis. These were then interpreted in the light

of the problems drawn from such undertaking and became the bases

for offering recommendations.


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The researchers believed that the data gathered from the

respondents’ responses were sufficient enough and valid to

satisfy the inquiries posted by this study.

Statistical Treatment

The gathered data were classified, tallied and tabulated.

In the analysis and interpretation of data, the following were

used:

Percentage. The percentage was used to compare frequency of

the item responses to the total number of respondents. The

formula is:

P = F x 100
N
Wherein:
P = the percentage
F = the frequency of responses
N = the total number of cases

Weighted Mean. This technique is used to measure the

central tendency where some values are given importance over

others. This is used to gauge the average value of responses to

items in the questionnaire (Ferguson, 1992:482) using the

formula:

WM = ∑Fx
N
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Where:

WM = weighted mean
∑Fx = summation of frequency of scale value x
N = number of cases

The weight equivalent means were computed as follows:


WM = ∑ (f x W)
N

Or the sum of products of the response frequencies by their

respective weight mean divided by the number of cases.

Chi-Square. To determine the significant degree of

relationship between the respondents’ academic performances in

English and ICT classes data were subjected to Chi-Square test

using the formula:

X² = ∑(fo – fe)²
fe

Wherein:

X² = correlation coefficient
fo = observed frequency
fe = expected frequency

The obtained Chi-Square ratio was checked against the

Table of Significant Values at .05 level.

DEFINITION OF TERMS

Though the terms defined in this section already appeared

in the body of this chapter, it is best to put together these

significant terms in this phase for the readers’ ease of


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reference towards comprehending this research. These important

terms are the following:

Customer Satisfaction

Hospital Services

Patients with Low Educational Attainment

It refers to the patients with the educational attainment

from elementary level up to the high school graduate.

Patients with High Educational Attainment

It refers to the patients with the educational attainment

from college level up to the post graduate degrees

CHAPTER II

PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA


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This chapter presents the data collated from the

respondents of the study, its analysis and its interpretation so

as to answer the specific questions of the study and ultimately,

to test the stipulated hypotheses.

Profile of the Hospital

Table 1

Category and Accreditation of GMPGH

Category Level 1

DOH
Accreditations:
with License No. 7-054-14-75-
H1-1
Philhealth

with AccreditationNo. HO7012102


PCB Package

with Accreditation No.10738061

Table 2

Personnel of GMPH

Personnel Number
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1.Physicians/Dentist
Chief of Hospital (surgeon) 1
Medical Specialist (surgeon) 1
Medical Officers including an anesthesiologist, 2 6
Medical Internist, 1 pediatrician
Contractual including 1 anesthesiologist, a 5
Pediatrician, a Surgeon
OB_Gyne 3
Opthalmologist 1
Pathologist 1
Radiologist / Sonologist 1
Medical Internist 2
Dentist 1
Total 22
2.Nurses
Chief Nurse 1
Supervising Nurse 3
Staff Nurse 26
Staff Nurse (OR/DR) 6
Job Order Nurses 35
Nursing Attendants 12
Job Order Nursing attendants 13
Family Planning(Midwife) 1
Total 97
3.Administrative Personnel
Administrative Officer 1
Accountant 1
Records Officer 1
Cashier 1
Supply Officer 1
Administrative Aide (Office personnel) 4
Medical Social Welfare Officer 1
Security guards (regular) 2
Lifters 5
Laundry Workers 3
Job Order Personnel 37
Total 57
4.Ancillary and OPD Personnel
Radiation Technologist 2
Pharmacist (Regular & Contractual) 3
Medical Technologists 9
Nutritionist 2
Dietary Personnel 8
Total 24
5.Outsourced
Security guards 5
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Housekeeping personnel 5
Total 10
TOTAL 210

The above table shows the Personnel of Garcia Memorial

Provincial Hospital. The said hospital grouped their personnel

accordingly to their assigned area of their task. First in line

is the Physicians/Dentist, under this are of follows; one Chief

of Hospital (surgeon), one Medical Specialist (surgeon), six

Medical officers including an Anesthesiologist,two Medical

Internist, and one Pediatrician, five Contractuals including one

Anesthesiologist, a Pediatrician, and a Surgeon, three OB-Gyne,

a Opthalmologist, a Pathologist, a Radiologist/Sonologist, two

Medical Internist l, one Dentist, with a total of 22 personnel

under the Physicians and Dentist. Second are the Nurses, under

the nurses is a Chief Nurse, three Supervising nurse, 26 Staff

nurse, six Staff nurse (OR/DR), 35 Job order nurses, 12 Nursing

Attendants, 13 Job Order Nursing Attendants, one Family Planning

(Midwife), and a total number of 97 personnel under the Nurses.

Third are the Administrative Personnel, under this are; one

Administrative officer, an accountant, a record officer, one

cashier, a supply officer, four Administrative Aide (office

personnel), one Medical Social Welfare officer, two security

guards (regular), five Lifters, three Laundry workers, 37 Job

order workers, with a total number of 57 personnel under the


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Administrative Personnel. Next in line is the Ancillary and OPD

personnel, under this are two Radiation Technologist, three

Pharmacist (regular and contractual), nine Medical Technologist,

two Nutritionist, eight Dietary personnel, with a total of 24

personnel under the Ancillary and OPD personnel. Lastly, the Out

sourced, under this are five Security guards, five Housekeeping

personnel, with a total of 10 personnel under the Outsourced.

The last row shows the overall total number of personnel of the

GMPH, which is a total of 210 hospital personnel.

Table 3

Services Offered in GMPH

Services
1. Surgery (Major & Minor)
Caesarean Operation
TAHBSO
Cholecystectomy
Abdominal and Vaginal Hysterectomy
Exloratory Laparatomy
Appendectomy
Amputation
Radical and Modified Radical Mastectomy
Pelvic Laparotomy(salpingiectomy and oophorectomy)
Parotidectomy
Hemorrhoidectomy
BTL
D & C
Hydrocoelectomy
Wound Exploration
Excision
Cauterization
Casting
Suturing & other minor procedures
2. Laboratory Services
Hepatitis A
Hepatitis B
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Anti HBs
HDL
Hematocrit
Hemoglobin
LDL
VLDL
Lipid Profile
Peripheral Smear
Platelet Count
Potassium
Pregnancy Test
Red Blood Cell Count
Red Cell indices
RH Typing
WBC Count
Salmonella Test Strip
Transaminase/AST
SGP/ALT
Sodium
Spermatozoa exam
Sugar (urine)
Triglycerides
Uric Acid
Urinalysis
Urobilinogen
White Blood Cell Ct.
Alkaline Phosphatase
Bleeding Time
Blood Typing
BUN
BUA
Cholesterol
Clotting time
CBC
Creatinine
CSF Glucose
Crossmatching
Dengue IgM
Differential Count
FBS
Fecalysis
Gram Staining
Gram Staining, cervico-vaginal
Phlebotomy
CBS
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HGT
Blood Bank
3.Dental Services
Dental Consultation
Dental extraction
Filling (temporary)
Filling (permanent)
Prophylaxis
Oral Examination
4.Radiology
Scoliotic series, Sizes A, B, C, D
Skeletal Survey
Ultrasound
5.Out Patient Department
Consultation/Wellness Clinic
Diabetes Clinic
Under Five Clinic
Animal Bite Clinic
Family Planning Clinic
Newborn Screening Test

The above table shows the Services Offered in Garcia

Memorial Provincial Hospital (GMPH). The services offered

includes: Surgery (Major and Minor), Laboratory Services, Dental

Services, Radiology, and Out Patient Department. Under the

Surgery (Major and Minor) are as follows: Caesarean Operation,

TAHBSO, Cholecystectomy, Abdominal and Vaginal Hysterectomy,

Exlorotory Laparatory, Appendectomy, Amputation, Radical and

Modified Radical Mastectomy, Pelvic Laparotomy (salpingiectomy

and oophorectomy), Parotidectomy, Hemorrhoidectomy, BTL, D & C,

Hydrocoelectomy, Wound Exploration, Excision, Cauterization,

Casting, Suturing & other minor procedures. Under Laboratory

Services are as follows: Hepatitis A, Hepatitis B, Anti HBs,

HDL, Hematocrit, Hemoglobin, LDL, VLDL, Lipid Profile,


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Peripheral Smear, Platelet Count, Potassium, Pregnancy Test, Red

Blood Cell Count, Red Cell indices, RH Typing, WBC Count,

Salmonella Test Strip, Transaminase/AST, SGP/ALT, Sodium,

Spermatozoa exam, Sugar (urine), Triglycerides, Uric Acid,

Urinalysis, Urobilinogen, White Blood Cell Ct., Alkaline

Phosphates, Bleeding Time, Blood Typing, BUN, BUA, Cholesterol,

Clothing time, CBC, Creatinine, CSF Glucose, Crossmatching,

Dengue IgM, Differential Count, FBS, Fecalysis, Gram Staining,

Gram Staining (cervico-vaginal), Phlebotomy, CBS, HGT, and Blood

Bank. Under Dental Services are the following: Dental

Consultation, Dental extraction, Filling (temporary), Filling

(permanent), Prophylaxis, and Oral Examination. Falling under

Radiology are the following: Scoliotic series (Sizes A, B, C,

D), Skeletal Survey, and Ultrasound. Under Out Patient

Department are Consultation/Wellness Clinic, Diabetes Clinic,

Under Five Clinic, Animal Bite Clinic, Family Planning Clinic,

and Newborn Screening Test.

Table 4

Departments of GMPH

Departments
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1.Medical Department
Internal Medicine
Pediatrics
General Surgery
OB-Gyne and Family Planning
OPD
Dental
2.Ancillary Department
Radiology
Pharmacy
Laboratory (including as Blood Station)
Dietary
3.Administrative Department
Business and Finance
Philhealth
Medical Records
Social Welfare
Supply Office
Personnel
Maintenance & Ambulance Services
Housekeeping and Laundry
Security Services

The table shows the different departments of Garcia

Memorial Provincial Hospital (GMPH). In which there are three

(3) departments namely: Medical Department, Ancillary

Department, and Administrative Department. Each department has

sub-department. In Medical Department the sub-departments are

Internal Medicine, Pediatrics, General Surgery, OB-Gyne and

Family Planning, OPD and Pediatrics. Radiology, Pharmacy,

Laboratory that includes Blood Station, and the last one is

Dietary that lays under Ancillary Department. The last

department, Administrative Department, includes Business and

Finance, Philhealth, Medical Records, Social Welfare, Supply


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Office, Personnel, Maintenance and Ambulance Services,

Housekeeping and Laundry and Security Services.

Table 5

Hospital Buildings and Infrastructures (Amenities)Profile

Buildings and Infrastructure

Original main building

New OPD building

Separate OR/DR/Nursery building

Pharmacy and Laboratory

Dialysis building

TBDOTS building

The table above presents the hospital profile of Garcia

Memorial Provincial Hospital (GMPH) in terms of Buildings and

Infrastructure (Amenities). This includes the buildings and

infrastructures, Original main building, New OPD building,

Separate OR/DR/Nursery building, Pharmacy and Laboratory,

Dialysis building, and the TBDOTS building.

Table 6

Hospital’s Capacity Profile


35

Bed Capacity and Occupancy

Bed Capacity 75 beds

Actual implementation 75 beds

Occupancy rate latest 90.20%

Table 6 displaysthe hospital’s capacity profile. It shows

the bed capacity where there are 75 beds and 75 beds for the

actual implementation, the latest occupancy rate is 90.20%.

Distribution of the Respondents

Table 7

Distribution of Respondents

N=44

Respondents Frequency Percentage Rank

GMPH Patients 44 100% 1

Total 44 100%

Table 7 shows that 44 patients were utilized as respondents

of this study.

Table 8

Profile of the Respondents


36

N=44

Items
1. Age Frequency Percentage (%) Rank
20-29 14 31.82 1
30-39 8 18.18 3
40-49 11 25 2
50-59 6 13.64 4
60-above 5 11.36 5
Total 44 100

2. Educational
Frequency Percentage Rank
Attainment
Elementary
7 15.91 3
Level
Elementary
1 2.27 6.5
Graduate
High School
10 22.73 2
Level
High School
6 13.64 4.5
Graduate
College Level 6 13.64 4.5
College
14 31.82 1
Graduate
MA/PhD 0 0 7
44 100
Total

The table above shows the profile of the 44 respondents.

There are two items: the age and the educational attainment, and

each of them has a frequency, percentage and rank. In the age

between 20 to 29, there are fourteen (14) respondents with the

percentage of 3.82 and its rank is 1. In the age between 30 to

39, there are eight (8) respondents with the percentage of 18.18

and its rank is 3. In the age range 40 to 49, there are eleven

(11) respondents with the percentage of 25 and its rank is 2. In

the age range 50 to 59, there six (6) respondents with the
37

percentage of 13.64 and its rank is 4. In the age between 60 and

above, there are five (5) respondents with the percentage of

11.36 and its rank is 5. Hence, the age range 20-29 has the

highest rank while the age between 60 and above has the lowest

rank. In the educational attainment/elementary level, there are

seven (7) respondents with the percentage of 15.91 and its rank

is 3. In the educational attainment/elementary graduate, there

is only one (1) respondent with the percentage of 2.27 and its

rank is 6.5. In the educational attainment/ high school level,

there are ten (10) respondents with the percentage of 22.73 and

its rank is 2. In the educational attainment/high school

graduate, there are six (6) respondents with the percentage of

13.64 and its rank is 4.5. In the educational attainment/college

level, there are six (6) respondents with the percentage of

13.64 and its rank is 4.5. In the educational attainment/college

graduate, there are fourteen (14) respondents with the

percentage of 31.82 and its rank is 1. No one of the respondents

was a master’s or doctor’s degree holder so it is ranked 7.

Hence, the educational attainment/college graduate has the

highest rank while the educational attainment/master's

degree/doctor's degree has the lowest rank.

Table 9 reports the level of satisfaction of the 44

respondents we have gathered. There are eight (8) categories


38

(categorized with letters A-H) in testing their level of

satisfaction which consists specific items in each and has a

mean, description, and rank respectively. In the first category

Courtesy and Caring of the Staff, in number one (1) the ease of

making an inquiry with hospital personnel, its mean is 2.98 and

is categorized as less satisfied in the description, ranked as

13. In number two (2) ease of speaking directly with your doctor

during office hour has a mean of 2.91 categorized as less

satisfied and its rank is 16. In number three (3), ease of

contacting your doctor when his/her office is closed (nights or

weekends) it has a mean of 2.61 categorized as less satisfied

with a rank of 23.5 . In number four (4) ease of approaching a

nurse, the mean is 3.18 and is categorized as satisfied, with a

rank of four (4). Lastly in number five (5) ease of

askingservice from the support staff, it has a mean of 2.89 and

is less satisfied with a rank of 17.In the second category,

Comfort, Cleanliness, and Availability of Amenities of the

Facility the hospital layout has a mean of 3.11, categorized as

satisfied and is in rank 6.

Table 9
Levels of Customer Satisfaction

N=44
39

A. Courtesy and Caring of the Staff Mean Description Ra


nk
1. Ease of making an inquiry with hospital personnel. Moderately
2.98 13
Satisfied
2. Ease of speaking directly with your doctor during office hours. Moderately
2.91 16
Satisfied
3. Ease of contacting your doctor when his/her office is closed Moderately 23
2.61
(nights or weekends). Satisfied .5
4. Ease of approaching a nurse. Moderately
3.18 4
Satisfied
5. Ease of asking service from the support staff. Moderately
2.89 17
Satisfied
Average Weighted Mean Moderately
2.91
Satisfied
B. Comfort, Cleanliness, and Availability of Amenities of the Facility
1. Hospital Layout Moderately
3.11 6
Satisfied
2. Location Moderately
3.20 3
Satisfied
3. Parking Lot Moderately
2.93 15
Satisfied
4. Rooms Moderately
2.7 22
Satisfied
5. Bed Moderately
2.73 21
Satisfied
6. Linens Moderately
2.8 19
Satisfied
Average Weighted Mean Moderately
2.91
Satisfied
C. Office Convenience
1. Waiting Time in the Office Moderately 23
2.61
Satisfied .5
2. The time it takes someone from the office to respond when you Moderately
2.75 20
call the office with an urgent problem Satisfied
Average Weighted Mean Moderately
2.68
Satisfied
D. Medical Information Moderately
Satisfied
1. Clear and sufficient instructions on what to do and what to Moderately 10
3.02
expect before your procedure. Satisfied .5
2. Ease in obtaining follow-up information and care (test results, Moderately 10
3.02
medicinal prescriptions, and care instructional) Satisfied .5
3. Usefulness of the information provided about what was done Moderately
3 12
during your procedure. Satisfied
4. The way they teach you about improving your health. Moderately
3.16 5
Satisfied
Average Weighted Mean Moderately
3.05
Satisfied
E. Schedules Moderately
Satisfied
1. Ease of scheduling your procedure Moderately
3.07 7
Satisfied
2. Schedule of activities being offered Moderately 8.
3.05
Satisfied 5
Average Weighted Mean Moderately
3.06
Satisfied
F. Processes (Procedures) Moderately
Satisfied
1. Check-in Processes (OPD and Stay-in) Moderately 8.
3.05
Satisfied 5
2. Billing Processes 3.27 Very 1
40

Satisfied
3. PhilHealth Moderately
3.23 2
Satisfied
Average Weighted Mean Moderately
3.18
Satisfied
G. Overall, how would you rate your satisfaction on the teamwork among Moderately
2.95 14
the doctors, nurses, and other staff? Satisfied
H. Overall, how satisfied were you with the hospital experience? Moderately
2.86 18
Satisfied
MODERATELY
2.95
OVERALL WEIGHTED MEAN SATISFIED

Location on the other hand has a mean of 3.20, categorized

as satisfied and is ranked as 3. Under the category of Parking

Lot, its mean is 2.93 and is less satisfied, ranked as 15. As

for the rooms its mean is 2.7 categorized as less satisfied and

is in rank 22. As for the bed, its mean is 2.73 categorized as

less satisfied and is ranked as 21. Lastly the linens whose mean

is 2.8 and is categorized as less satisfied and is in rank 19.

Under the third category Office Convenience, the waiting time in

the office has a mean of 2.61, categorized as less satisfied and

is ranked as 23.5 whilst the time it takes someone from the

office to respond when you call the office with an urgent

problem has a mean of 2.75 categorized as less satisfied and is

in rank 20.For the fourth category which is medical information,

clear and sufficient instructions on what to do and what to

expect before your procedure has a mean of 3.02 categorized as

satisfied and is in rank 10.5. Ease in obtaining follow-up

information and care (test results, medical prescriptions, and

care instructional) has a mean of 3.02 categorized as satisfied


41

and is in rank 10.5. The usefulness of the information provided

about what was done during your procedure has a mean of 3 and is

categorized as satisfied with a rank of 12. The way they teach

you about improving your health have a mean of 3.16 categorized

as satisfied with a rank of 5.Under the fifth category which is

schedules, ease of scheduling your procedure has a mean of 3.07

categorized as satisfied and is ranked as 7. Schedule of

activities being offered on the other hand has a mean of 3.05

and is categorized as satisfied with a rank of 8.5.As for the

sixth category, which is the processes (procedures), check-in

processes (OPD and Stay-in) it has a mean of 3.05 categorized as

satisfied with a rank of 8.5. The billing processes on the other

hand, has 3.27 as mean, categorized as satisfied and considered

as the highest computed mean since it is ranked as 1. Lastly,

the processing of PhilHealth, which has a mean of 3.23 is

categorized as satisfied and is ranked as 2. For the question

(1) Overall, how would you rate your satisfaction on the

teamwork among the doctors, nurses, and other staff? It has a

computed mean of 2.95 which is categorized as less satisfied and

is ranked as 14 and the question (2) Overall, how satisfied were

you with the hospital experience? It has a computed mean of 2.86

and is categorized as less satisfied with a rank of 18.


42

Overall, the weighted mean of the above stated categories

got a mean of 2.95 which is categorized as less satisfied. This

concludes that the respondents weren't totally satisfied with

the services being offered by the said hospital.

Table 10

Level of Customer Satisfaction in Different Areas of the


Hospital

Mean Description Rank


A. Courtesy and Caring of the Staff 2.91 Moderately 5.5
Satisfied
B. Comfort, Cleanliness, and Availability of 2.91 Moderately 5.5
Amenities of the Facility Satisfied
C. Office Convenience 2.68 Moderately 8
Satisfied
D. Medical Information 3.05 Moderately 3
Satisfied
E. Schedules 3.06 Moderately 2
Satisfied
F. Processes (Procedures) 3.18 Moderately 1
Satisfied
G. Overall, how would you rate your Moderately
2.95 4
satisfaction on the teamwork among the Satisfied
doctors, nurses, and other staff?
H. Overall, how satisfied were you with the 2.86 Moderately 7
hospital experience? Satisfied

The table above shows the level of customer satisfaction in

different areas of the hospital. There are eight areas (letters

from A to H) and every area has a mean, description (described

as either very satisfied, moderately satisfied, less satisfied

or not satisfied). For the first area which is the courtesy and

caring of the staff (A), the mean is 2.91 and is categorized as


43

moderately satisfied, ranked as 5.5. In the area of comfort,

cleanliness, and availability of amenities of the facility (B),

the mean is 2.91 and is categorized as moderately satisfied,

ranked as 5.5. In the area of office convenience (C), the mean

is 2.68and is categorized as moderately satisfied, ranked as 8.

Next, the area of medical information (D), the mean is 3.0 and

is categorized as moderately satisfied, ranked as 3. On the

other hand, the area of schedules (E), the mean is 3.06 and is

categorized as moderately satisfied, ranked as 2. Then, the area

of processes (procedures) (F), the mean is 3.18 and is

categorized as moderately satisfied, ranked as 1. In the area of

G overall, the mean is 2.95 in which it is categorized as

moderately satisfied and its rank is 4. Lastly is the area of H

overall with the mean of 2.86 in which it is categorized as

moderately satisfied and its rank is 7. Hence, the overall

descriptions among the different areas are all categorized as

moderately satisfied. Among all the areas, the area F which is

the processes (procedures) got the highest rank while the area C

which is the office convenience got the lowest rank.


44

Table 11

Chi-Square for Age

N=44

Customer Very Satisfied Less Not Total


Satisfaction/Age Satisfied Satisfied Satisfied

20-29 7 5 2 0 14

30-39 3 4 0 1 8

40-49 3 8 0 0 11

50-59 1 4 0 1 6

60-above 1 2 0 2 5

Total 15 23 2 4 44

The above table shows the Chi-square for the age of the

respondents, with an overall total number of forty-four (44)

respondents. The first row shows the customer satisfaction/age

which ranges from 20-29. These are classified according to the

level of customer satisfaction for the hospital services; seven

respondents who are very satisfied, five respondents who are

moderately satisfied, two respondents who are less satisfied,

zero number of respondents who are not satisfied, with a total

of 14 respondents with age ranges from 20-29. The second row

shows the customer satisfaction/age which ranges from 30-39;

three respondents who are very satisfied, four respondents who

are moderately satisfied, zero number of respondents who are


45

less satisfied, one respondent who is not satisfied, with a

total of eight respondents with age ranges from 30-39. The third

row is for the customer satisfaction/ age ranges from 40-49;

three respondents who are very satisfied, eight respondents who

are moderately satisfied, zero number of respondents who are

less satisfied, zero number of respondents who are not

satisfied, with the total number of 11 respondents with age

ranges from 40-49. In the next row is the customer

satisfaction/age which ranges from 50-59; one respondent who is

very satisfied, four respondents who are moderately satisfied,

zero number of respondents who are less satisfied, one

respondent who is not satisfied, with a total of six

respondents with age ranges from 50-59. Next in row is the

customer satisfaction/age ranges from 60 and above; one

respondent who is very satisfied, two respondents who are

moderately satisfied, zero number of respondent who is less

satisfied, two respondents who are not satisfied, with a total

number of five respondents with age ranges from 60 and above.

The last row in the table shows the overall total number of

respondents with their chosen level of satisfaction; 15

respondents who are very satisfied, 23 total number of

respondents who are moderately satisfied, two respondents who

are less satisfied, four respondents who are not satisfied and
46

lastly, the overall total number of respondents which is 44

customers.

Overall, the table shows that most of the respondents are

satisfied with the services offered by the Garcia Memorial

Provincial Hospital (GMPH). There are a total of 15 respondents

who are very satisfied and 23 respondents who are moderately

satisfied with the services offered by the said hospital while

there are only 2 respondents who are less satisfied and 4

respondents who are less satisfied.

Table 12

Chi-Square for Educational Attainment

N=44

Customer Very Satisfied Less Not Total


Satisfaction/ Satisfied Satisfied Satisfied
Educational
Attainment
Elementary 4 3 0 0 7
Level
Elementary 1 0 0 0 1
Graduate
High School 5 5 0 0 10
Level
High School 3 1 0 2 6
Graduate
College 2 2 1 1 6
Level
College 0 12 1 1 14
Graduate
MA/PhD 0 0 0 0 0

Total 15 23 2 4 44
47

The table above shows the Chi-Square for Educational

Attainment with an overall total number of 44 respondents. In

the Elementary Level which is classified from their level of

satisfaction; four for very satisfied, three for moderately

satisfied, zero for less satisfied, zero number of not

satisfied, and the total number of seven respondents. Next is

the costumer satisfaction of Elementary Graduate; one for very

satisfied, zero for moderately satisfied, zero for less

satisfied, zero number of not satisfied and the total number of

one respondent. Next is the costumer satisfaction of High School

Level; five for very satisfied, five for moderately satisfied,

zero for less satisfied, zero number of not satisfied and the

total number of ten. Next is the costumer satisfaction of High

School Graduate; three for very satisfied, one for moderately

satisfied, zero for less satisfied, two for not satisfied, and

the total number of six respondents. Next is the costumer

satisfaction of College Level; two for very satisfied, two for

moderately satisfied, one for less satisfied, one for not

satisfied and the total number of six respondents. Followed by

the costumer of College Graduate; zero number of very satisfied,

twelve for moderately satisfied, one for less satisfied, one for

not satisfied, and the total number of 14 respondents. Then the

costumer satisfaction of MA/PhD; zero number of very satisfied,

zero for satisfied, zero for less satisfied, zero number of not
48

satisfied and the total of zero respondent. The last is the

overall total number of respondents with their chosen level of

satisfaction, 15 total number of respondents who are very

satisfied, 23 total number of respondents who are moderately

satisfied, two total number of respondents who are less

satisfied, four total number of respondents who are not

satisfied and 44 overall total number of respondents.

With the above results, we can infer that the level of

satisfaction of the respondents were more on the satisfied side,

wherein 24 is moderately satisfied and 15 for very satisfied

while there are only a few who are not satisfied with the

services being rendered by the Garcia Memorial Provincial

Hospital (GMPH).

Table 13

Results

Computed Value Tabular Value Description


Age 9.033 9.488 Accept the null
hypotheses
Educational 18.37 12.592 Reject the null
Attainment hypotheses

Using the Chi-square formula, we arrived at a 9.033

computed value. The tabular value for four (4) degrees of

freedom at a 0.05 level of significance is 9.488. We can observe


49

that the computed value is lesser than the tabular value.

Therefore, the first null hypothesis is accepted.

On the other hand, the Chi-square statistic for the

educational attainment is 18.37 and is 5.778 higher than the

tabular value which is 12.592 at 6 degrees of freedom and a 0.05

significance level. Consequently, the second null hypothesis is

rejected.
50

CHAPTER III

SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS

This chapter summarizes the findings from previous

statistical analysis earlier presented after thorough

interpretation. Continuing this chapter are conclusions drawn

out from the findings and the recommendations for present and

future use.

Summary

The study aimed to determine the correlation between the

level of satisfaction and the profile of the Garcia Memorial

Provincial Hospital, San Jose, Talibon, Bohol patients from the

months of August up to November, 2018. Specifically, this study

drew the profile of the patients’ ages and their educational

attainment. These profile variables were correlated with their

level of satisfaction to determine if significant relationship

exists between them.

To get into specifics, the following question is laid out

to be answered throughout the duration of the study:

1. Is there a significant degree of relationship between the

profile of the respondents and their level of satisfaction?


51

With this specific question as anchor, the study was

conducted in the respondents’ respective residences within the

municipalities of Talibon and Jetafe, Bohol. Particularly, the

patients from the months of August to November, 2018of GMPHwere

utilized as part of the 44respondents who answered a two-part

survey questionnaire eliciting personal information, profiles of

the respondents, and levels of their satisfaction. The

researchers also obtain the profile of the GMPHand asked it from

the hospital Administrative Officer IV, Mrs. Flora B. Credo,

MMPSM.

After the retrieval of the necessary information, the data

were subjected to descriptive-comparative statistical treatments

as mean scale values and percentages. To test the null

hypotheses, chi-square test for the correlation was utilized.

Findings

Based on the analysis of the data, the researcher reached

the following highlights of findings:

1. The GMPH Talibon is categorized as a level I hospital and

is a hospital granted with several accreditations.

Specifically, it is accredited by the Department of Health

with License No. 7-054-14-75-H1-1. PhilHealth has also

given its accreditation with the Accreditation No.


52

HO7012102. PCB Package also gave accreditation with

Accreditation No.10738061.

2. the Personnel of GMPH is consist of22 Physicians/Dentist,

97 Nurses, 57 Administrative Personnel,24 Ancillary and OPD

personnel, and the ten (10) members of the Out sourced

personnel. These sums up the overall total number of

personnel of the GMPH, which is a total of 210.

3. The succeeding servicesare offered in Garcia Memorial

Provincial Hospital (GMPH). Surgery (Major and Minor),

Laboratory Services, Dental Services, Radiology, and Out

Patient Department. Under the Surgery (Major and Minor)

are as follows: Caesarean Operation, TAHBSO,

Cholecystectomy, Abdominal and Vaginal Hysterectomy,

Exlorotory Laparatory, Appendectomy, Amputation, Radical

and Modified Radical Mastectomy, Pelvic Laparotomy

(salpingiectomy and oophorectomy), Parotidectomy,

Hemorrhoidectomy, BTL, D & C, Hydrocoelectomy, Wound

Exploration, Excision, Cauterization, Casting, Suturing &

other minor procedures. Under Laboratory Services are as

follows: Hepatiti A, Hepatitis B, Anti HBs, HDL,

Hematocrit, Hemoglobin, LDL, VLDL, Lipid Profile,

Peripheral Smear, Platelet Count, Potassium, Pregnancy

Test, Red Blood Cell Count, Red Cell indices, RH Typing,

WBC Count, Salmonella Test Strip, Transaminase/AST,


53

SGP/ALT, Sodium, Spermatozoa exam, Sugar (urine),

Triglycerides, Uric Acid, Urinalysis, Urobilinogen, White

Blood Cell Ct., Alkaline Phosphates, Bleeding Time, Blood

Typing, BUN, BUA, Cholesterol, Clothing time, CBC,

Creatinine, CSF Glucose, Crossmatching, Dengue IgM,

Differential Count, FBS, Fecalysis, Gram Staining, Gram

Staining (cervico-vaginal), Phlebotomy, CBS, HGT, and Blood

Bank. Under Dental Services are the following: Dental

Consultation, Dental extraction, Filling (temporary),

Filling (permanent), Prophylaxis, and Oral Examination.

Falling under Radiology are the following: Scoliotic series

(Sizes A, B, C, D), Skeletal Survey, and Ultrasound. Under

Out Patient Department are Consultation/Wellness Clinic,

Diabetes Clinic, Under Five Clinic, Animal Bite Clinic,

Family Planning Clinic, and Newborn Screening Test.

4. the different departments of Garcia Memorial Provincial

Hospital (GMPH)are as follows. There are three (3) major

departments namely; Medical Department, Ancillary

Department, and Administrative Department. Such departments

have subdepartments. In Medical Department the

subdepartments are Internal Medicine, Pediatrics, General

Surgery, OB-Gyne and Family Planning, OPD and Pediatrics.

Radiology, Pharmacy, Laboratory that includes Blood

Station, and the last one is Dietary that lays under


54

Ancillary Department. The last department, Administrative

Department, includes Business and Finance, Philhealth,

Medical Records, Social Welfare, Supply Office, Personnel,

Maintenance and Ambulance Services, Housekeeping and

Laundry and Security Services.

5. The GMPH Buildings and Infrastructure (Amenities) includes

Original main building, New OPD building, Separate

OR/DR/Nursery building, Pharmacy and Laboratory, Dialysis

building, and the TBDOTS building.

6. The hospital has a 75bed capacity and 75 beds are occupied

for the actual implementation, and the latest occupancy

rate is 90.20%.

7. the 44 respondent is given two profile variables: the age

and the educational attainment. The age variable divided

into five (5) categories. The age between 20-29 has the

highest rank in which there are fourteen (14) respondents,

in the age between 30 to 39, there are eight (8)

respondents, in the age between 40 to 49, there are eleven

(11) respondents, in the age between 50 to 59, there six

(6) respondents, the age between 60 and above has the

lowest rank with five (5) respondents. The educational

attainment variable is grouped into seven. First is the

elementary level where there are seven (7) respondents. For

the elementary graduate, there is only one (1) respondent.


55

In the high school level, there are ten (10) respondents.

While in the high school graduate category, there are six

(6) respondents. For the college level, there are six (6)

respondents. Whereas the college graduates are fourteen

(14). Finally, educational attainment/master's

degree/doctor's degree which has no respondent with 0% and

got the rank of 7. Moreover, the college graduate has the

highest rank while the master's degree/doctor's degree has

the lowest rank with zero (0) respondent.

8. The different areas of the hospital are divided into eight

areas (letters from A to H) and the levels of customer

satisfaction for these areas are as follows. For the first

area which is the courtesy and caring of the staff (A), the

mean is 2.91 and is categorized as moderately satisfied,

ranked as 5.5. In the area of comfort, cleanliness, and

availability of amenities of the facility (B), the mean is

2.91 and is categorized as moderately satisfied, ranked as

5.5. In the area of office convenience (C), the mean is

2.68and is categorized as moderately satisfied, ranked as

8. Next, the area of medical information (D), the mean is

3.0 and is categorized as moderately satisfied, ranked as

3. On the other hand, the area of schedules (E), the mean

is 3.06 and is categorized as moderately satisfied, ranked

as 2. Then, the area of processes (procedures) (F), the


56

mean is 3.18 and is categorized as moderately satisfied,

ranked as 1. In the area of G overall, the mean is 2.95 in

which it is categorized as moderately satisfied and its

rank is 4. Lastly is the area of H overall with the mean of

2.86 in which it is categorized as moderately satisfied and

its rank is 7. Hence, the overall descriptions among the

different areas are all categorized as moderately

satisfied. Among all the areas, the area F which is the

processes (procedures) got the highest rank while the area

C which is the office convenience got the lowest rank.

9. There is no significant degree of relationship between the

respondents’ age and their levels of satisfaction.

10 .There is a significant degree of relationship between the

respondents’ educational attainment and their levels of

satisfaction.

Conclusions

The educational attainmentsof the patients can affect their

expectancy of a high quality service and thus influence their

level of satisfaction. Unlike the educational attainment

variable, the ages of the patients donot matterand has no

influenceto their levels of customer satisfaction at all.


57

Recommendations

From the summary of findings and conclusions made, the

following are highly recommended by the researchers:

1. The hospital must take an initiative for the improvement of

the quality of their service.


58

CURRICULUM VITAE

I.PERSONAL BACKGROUND

Name: Phoebe Kates M. Delicana-Kim

Nickname: Katie Melecio

Age: 19 years old

Sex:Female

Date of Birth: December 19, 1998

Place of Birth: Poblacion, Talibon, Bohol

Home Address: Poblacion, Talibon, Bohol

Religion: Roman Catholic

Civil Status: Married

Citizenship: Filipino

Parents: Mr. Peter M. Delicana

Mrs. Josefina M. Delicana

II.EDUCATIONAL BACKGROUND

ELEMENTARY: Talibon I Central Elementary School

Poblacion, Talibon, Bohol

JUNIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

SENIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol


59

MOTTO: “Seek first the kingdom of God and His righteousness

and all these things shall be added unto you.”

CURRICULUM VITAE

I.PERSONAL BACKGROUND

Name: Early Grace R. Mula-Sanchez

Nickname: Earl

Age: 17 years old

Sex: Female

Date of Birth: March 9, 2000

Place of Birth: Zone Okra, Pakna-an, Mandaue City, Cebu

Home Address: San Isidro, Talibon, Bohol

Religion: Roman Catholic

Civil Status: Widow

Citizenship: Filipino

Parents: Mr. Gil P. Mula

Mrs. Asuncion R. Mula

II.EDUCATIONAL BACKGROUND

ELEMENTARY:San Isidro Elementary School

San Isidro, Talibon, Bohol

JUNIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

SENIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol


60

MOTTO: “Trust in the Lord with all your heart and lean not on

your own understanding.” Proverbs 3:5-6

CURRICULUM VITAE

I.PERSONAL BACKGROUND

Name: Angelica A. Autida

Nickname:

Age:

Sex:

Date of Birth:

Place of Birth:

Home Address:

Religion:

Civil Status:

Citizenship:

Parents:

II.EDUCATIONAL BACKGROUND

ELEMENTARY: Talibon I Central Elementary School

Poblacion, Talibon, Bohol

JUNIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

SENIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

MOTTO:
61

CURRICULUM VITAE

I.PERSONAL BACKGROUND

Name:

Nickname:

Age:

Sex:

Date of Birth:

Place of Birth:

Home Address:

Religion:

Civil Status:

Citizenship:

Parents:

II.EDUCATIONAL BACKGROUND

ELEMENTARY: Talibon I Central Elementary School

Poblacion, Talibon, Bohol

JUNIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

SENIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

MOTTO:
62

CURRICULUM VITAE

I.PERSONAL BACKGROUND

Name:

Nickname:

Age:

Sex:

Date of Birth:

Place of Birth:

Home Address:

Religion:

Civil Status:

Citizenship:

Parents:

II.EDUCATIONAL BACKGROUND

ELEMENTARY: Talibon I Central Elementary School

Poblacion, Talibon, Bohol

JUNIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

SENIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

MOTTO:
63

CURRICULUM VITAE

I.PERSONAL BACKGROUND

Name:

Nickname:

Age:

Sex:

Date of Birth:

Place of Birth:

Home Address:

Religion:

Civil Status:

Citizenship:

Parents:

II.EDUCATIONAL BACKGROUND

ELEMENTARY: Talibon I Central Elementary School

Poblacion, Talibon, Bohol

JUNIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

SENIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

MOTTO:
64

CURRICULUM VITAE

I.PERSONAL BACKGROUND

Name:

Nickname:

Age:

Sex:

Date of Birth:

Place of Birth:

Home Address:

Religion:

Civil Status:

Citizenship:

Parents:

II.EDUCATIONAL BACKGROUND

ELEMENTARY: Talibon I Central Elementary School

Poblacion, Talibon, Bohol

JUNIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

SENIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

MOTTO:
65

CURRICULUM VITAE

I.PERSONAL BACKGROUND

Name:

Nickname:

Age:

Sex:

Date of Birth:

Place of Birth:

Home Address:

Religion:

Civil Status:

Citizenship:

Parents:

II.EDUCATIONAL BACKGROUND

ELEMENTARY: Talibon I Central Elementary School

Poblacion, Talibon, Bohol

JUNIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

SENIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

MOTTO:
66

CURRICULUM VITAE

I.PERSONAL BACKGROUND

Name:

Nickname:

Age:

Sex:

Date of Birth:

Place of Birth:

Home Address:

Religion:

Civil Status:

Citizenship:

Parents:

II.EDUCATIONAL BACKGROUND

ELEMENTARY: Talibon I Central Elementary School

Poblacion, Talibon, Bohol

JUNIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

SENIOR HIGH SCHOOL: San Jose National High School

San Jose, Talibon, Bohol

MOTTO:
67