Introduction

Many of the universities establish school clinics that provides a wide range of different

safe, effective, efficient, and convenient medical services that attends to the students’

medical needs. However, some universities have a broader coverage of services being

offered.

According to the Implementation of Rules and Regulations of Chapter VI, School

Sanitation and Health Services of the Code on Sanitation of the Philippines (P.D. 856),

All schools shall establish a medical and dental clinic for the delivery of preventive and

promotive health services and the treatment of minor ailment and emergency cases.

School Clinics shall be well lighted and ventilated, and potable water supply should be

installed. Basic medical and dental equipment shall be provided, and a list of hospitals,

clinics, and practitioners for referral of emergency or complicated cases, shall be

available in the school clinic.

In the past few years, the university medical services have experienced different

changes that includes modification in their practices. These changes are in response to the

demands of a student as a customer base that is diverse in demographic characteristics,

such as age, cultural background, life, and educational experience. (Bowman, McProud,

Usiewiez, Genreau and Mitchler, 1995; Taycee, Gassenheimer and Ingram, 1999).

Literature has shown that expectations are important in determining satisfaction

(arman, 1900, Spreng and Mackoy, 1996). According to Boulding et. Al. (1993), there

are two levels of expectations: Predictive or what will happen, and normative or what

should happen.
Statement of the Problem

1. The study aims to investigate the level of satisfaction of the students towards

the medical services rendered by the university, and to determine factors

related to the student satisfaction level.

2. What are the problems encountered by the students towards the university

medical services?

3. Are the students happy and satisfied with the type of services provided in the

medical services of the university?

4. What actions can be proposed to improve the medical services of the

university?

Significance of the Study

The students nowadays are knowledgeable of what they expect and require from a

university that delivers quality medical services. One just cannot claim to be delivering

quality medical services and students are bound to believe it.

The study is conducted to determine the level of satisfactions of the students towards

the medical services rendered by the university and to determine factors related to the

student satisfaction level. It is in this light that the researcher would like to establish

whether the university is delivering the quality of service that is expected from it by the

students.

The researchers of this undertaking desire to make significant contribution to the better

improvement and further development of the university medical services

Conceptual framework

The conceptual framework of this study was influenced by Dorothy Johnson’s

Behavioral System Model, where her model was influenced by Florence

Nightingale’s works like her book, Notes on Nursing. The model said to support the

prevention of illness and emphasized research-based knowledge about the effect of

nursing care on patients. In terms of articulation of the conceptual framework, only

certain factors were included.

Independent variables:

Demographical data

- Age

- Gender

- Year level

- Nationality

Academic Structure

- College

- Course

- Year Level

Dependent Variables:

Student’s satisfaction towards health services at the University’s medical services

Constituents of satisfaction:

- Cleanliness

- Ambiance

- Availability of the medicines

- Behaviors of the Doctor and other health staffs

- Physical comfort

- Emotional support

- Respect for Patient’s preference

- Waiting time