Experience and Satisfaction of Philippine Government Employees on the Primary Care Services and Facilities

R. NAPULAN, D. DE GUZMAN , A. ONG , J. GITANA, and K. CARLOS

National Research Council of the Philippines

Department of Health, Republic of the Philippines

The Graduate School, University of Santo Tomas

INTRODUCTION

Department of Health (2020) - policy to provide guidance and framework on the adoption of people-centered services in all health facilities nationwide anchored in the Universal Health Care

DOH Standardized Client Experience Survey - developed to monitor responsiveness to people's needs

AIM

The paper aims to determine this experience and satisfaction of government employees in accessing healthcare facilities and services.

METHOD

This descriptive cross-sectional study utilized the initial data gathered from an online survey which consisted of the DOH Hospital Client Experience Survey Form (HCESF). It was administered from February 21 to June 9, 2023, with respondents representing 14 out of 17 regions in the country from all branches of the government with the majority coming from national government agencies and local government offices. A total of 6,533 respondents were surveyed, and 98.45% gave their consent.

RESULTS

Based on the DOH Hospital Client Experience Survey, the majority (satisfactory average of 3.95 out of 5) reported very good experience with receiving health care. Accordingly, the good experiences were noted on these domains, namely, appropriate infrastructure and processes, 3.86; client engagement and empowerment, 3.95; and culture or responsiveness, 4.04.

84.57% reported satisfaction with health services provided to employees, with the remaining 15.43% reporting disatisfaction were due to long wait time; no medicine, supplies, and equipment; and unavailble service.

ACKNOWLEDGEMENT

This research is conducted and supported by the Department of Health and funded by the National Research Council of the Philippines.

REFERENCES

Department of Health (2022). Health Sector Strategy 2023-2028 (Administrative Order No. 2022-0038). Retrieved from https://dmas.doh.gov.ph:8083/Rest/GetFile?id=724978

CONTACT INFORMATION

Contact us via email nrcphealthresearch@doh.gov.ph