Chapter I

INTRODUCTION

Health care services are an essential aspect of any community as they play a

vital role in the wellbeing and quality of life of its members. However, the effectiveness

and accessibility of health care services can vary among different communities, leading

to disparities in healthcare outcomes. To address these disparities and improve the

overall quality of healthcare, it is crucial to understand the perspectives and experiences

of patients within the community.

One of the primary objectives of this research is to understand the challenges

faced by patients in accessing healthcare services. Factors such as geographical

location, socioeconomic status, and cultural barriers can significantly impact an

individual's ability to receive timely and appropriate healthcare. By identifying these

challenges, healthcare providers and policymakers can develop targeted interventions

to improve access and reduce barriers.

In addition to examining access to healthcare, this research also fucoses on

patient experiences within the healthcare system. Patient experiences encompasses

various aspects, including the quality of care received, communication with health care

professionals, wait times, and overall satisfaction. By capturing these experiences, the

researcher aims to identify areas where improvements can be made to enhance patient-

centered care.
 Furthermore, this research seems to explore the community's suggestion for

improving healthcare services. Patients are often the best source of information when it

comes to identifying areas for improvement. Their insights can help healthcare

providers and policymakers understand the specific needs and preferences of these

community, leading to more tailored and effective healthcare services.

According to Bronwen Merner et al. (023) In the past, health providers decided

how health services were planned, delivered and evaluated. More recently there has

been a focus on designing services to better meet the needs, preferences and values of

consumers. This has led to consumers partnering with health providers to design,

deliver and evaluate health services. Often partnerships between consumers and health

providers happen in formal group formats, such as committees, hospital boards or

working groups.

Successful formal group partnerships with consumers require health providers

to continually reflect and address power imbalances that may constrain consumers'

participation. Such imbalances may be particularly acute in recruitment procedures,

meeting structure and content and decision-making processes. Formal group

partnerships were perceived to improve the physical environment of health services, the

person-centeredness of health service culture and health service design and delivery.

Implementing the best practice principles may help to address power imbalances,

strengthen formal partnering, improve the experiences of consumers and health

providers and positively affect partnership outcomes.

 According to the Iftikhar Ahmad, Allah Nawaz & Sirajud Din (2007) Patient

satisfaction is critical issue for healthcare providers. it is a complex attitude because a

multiple of variables have been identified as its predictors. Diversity in patients’

demographics also molds their perceptions about hospital facilities and services.

Patients’ satisfaction is determined by the cultural setting of the people served.

Medical care that fulfills the social and emotional needs of the patients is highly

accepted. it is determined by the interplay of two factors i.e. patients or clients’

expectations and the real services provided. If the performance falls short of

expectations, the costumer is dissatisfied and if the performance matches the

expectations, it is satisfying. in case the performance exceeds expectations, the client is

highly satisfied or delighted.

Sofia Xesfingi & Athanassios Vozikis (2016) Stated that a Quality of care is a

dominant concept in quality assurance and quality in the healthcare sector has been

accelerated over the last decade through the development of quality insurance, quality

improvements programs and patients' agendas. Patients’ satisfaction is an important

measure of healthcare quality as it offers information on the provider's success at

meeting the expectations of most relevance to the client and a key determinant of

patient’s perspective behavioral intention. Patient satisfaction is correlated with

important outcomes, such as superior compliance, decreased utilization of medical

services, less malpractice litigation and better prognosis.

 The purpose of this study is to investigate and understand the factors that

contribute to patient satisfaction with healthcare providers. It aims to explore various

aspects of healthcare delivery, including the quality of care, communication skills,

empathy, and overall patient experience. By conducting this research, it seeks to it

identify areas where healthcare providers can improve their services and enhance

patient satisfaction. The findings of this study will help inform healthcare policies,

practices, and interventions aimed at optimizing patient satisfaction and improving the

overall healthcare experience for patients. Ultimately, our goal is to contribute to the

ongoing efforts to provide patient-centered care and improve healthcare outcomes. The

findings of this research can inform healthcare providers, policymakers, and other skate

holders in making evidence-based decision to improve healthcare delivery and address

the unique needs of the community.

BACKGROUND OF THE STUDY

Every Patients always needs a consideration, and support from their love ones, even

from care giver who always in their side for them. The health care doctors and nurses

who serve them. Healthcare services is the one who serves the patients patiently in

order for them to heal and to better. Exploring community perspectives and experiences

of healthcare services among patients is a multifaceted topic that involves

understanding various aspects of healthcare delivery, patient satisfaction, access to

care, quality of services, cultural considerations, etc. This topic would likely involve

conducting surveys, interviews, focus groups, or even observational studies to gather

insights from patients here in Poblacion, District I Burauen, Leyte. Some key points to

consider in exploring this topic could include: Access to Healthcare, Quality of Care,

Cultural Competency, Healthcare Delivery models. By exploring these perspectives and

experiences, researchers and healthcare providers can gain valuable insights to improve

healthcare delivery, address disparities, and better meet the needs of patients within

the community.

It is essential to understand the community's perspectives and experiences

regarding healthcare services in Poblacion District I Buaruen, Leyte. The study aims to

investigate the specific challenges, gaps, and areas for improvement in the healthcare

services as perceived by the patients in the community.

 Other patient sometime lacks of satisfaction with the performances of other

healthcare providers because sometimes they are shy to approach other health

facilitators. The quality of their services, the lack of utensils they use.

The attributes of patient satisfaction in the healthcare context identified were

provider attitude, technical competence, accessibility, and efficacy. Perception in

relation to expectation, patient demographics and personality, and market competition

were regarded as prerequisites of patient satisfaction. Consequences of patient

satisfaction identified in this analysis were: patient compliance, clinical outcomes,

loyalty and referrals.

Perception in relation to expectation, patient demographics and personality,

and market competition were regarded as prerequisites of patient satisfaction (Janet Ng

et al., 2019). It attributes of patient satisfaction in the healthcare context identified

were provider attitude, technical competence, accessibility, and efficacy. There are

several factors of patient satisfaction identified in this analysis were: patient

compliance, clinical outcomes, loyalty and referrals.

Through data collection methods such as questionnaires and interviews, this

study attempts to investigate the experiences and difficulties faced by hospital patients

in the hopes that the highly regarded hospital will be able to improve upon its

shortcomings and provide higher-quality healthcare services.

In conclusion, this study wants to contribute evidence-based decision making.

The findings of the study can provide valuable evidence to inform healthcare policies
and decision-making. By conducting rigorous research and data gathering on

community perspectives and experiences, researchers contribute to the body of

knowledge on healthcare services. This evidence can be used by policymakers,

healthcare providers, and other stakeholders to informed decisions and implement

changes that improve the overall healthcare system.

STATEMENT OF THE PROBLEM

This study aims to determine the communities’ experiences and satisfactions

with the services of healthcare providers. The study was conducted among the patients

in Poblacion District 1, Burauen Leyte, which will be conducted year 2024. The result of

this study will be used to improve and satisfy the patients in the community.

Specifically, this study seeks to answer the following questions:

1. How would you describe your overall experience with healthcare services in

Poblacion District 1?

2. What factors influence your decision to seek healthcare services within your

community?

3. What are the common healthcare issues or concerns that resident in Poblacion

District 1?
4.Have you personally encountered any challenges or difficulties in accessing

healthcare?

5.What improvements would you suggest to enhance healthcare services in Poblacion

District 1?

SIGNIFICANCE OF THE STUDY

The result of the study will benefit the following:

Social Support for patients. The study will give awareness to help social

support for patients refers to the assistance, encouragement, and emotional comfort

provided by family, friends, and community members during times of illness or health-

related challenges. It plays a crucial role in promoting the well-being and recovery of

patients.

Policy Makers. The results of this study can explain more the policy makers

and government agencies to contribute from the findings to inform healthcare policies,

regulations, and funding decisions. The insights gained from research on healthcare

among patients can guide the development of evidence-based policies that address the

needs and concerns of the population.

Community Members. The findings of this study can benefit community

members by raising awareness about available healthcare interventions and resources.

Community members can become more informed about the programs and services that
are accessible to them, potentially leading to increased utilization of these interventions

and improved health outcomes for patients.

Healthcare Providers. The study can help the healthcare providers such as

doctors, nurses, and other medical professionals can benefit from the findings by

gaining insights into patient experiences, preferences, and outcomes. This information

can help them tailor their treatment approaches, improve patient communication, and

enhance the quality of care provided.

Healthcare Organizations. The study will give inform healthcare

organizations about the effectiveness of different interventions, policies, and programs.

This knowledge can guide decision-making processes, resource allocation, and the

development of patient-centered care models. Also, it can contribute to the delivery of

high-quality and patient-centric healthcare service

Community Organizations. The study will give benefit in the community

organizations involved in healthcare interventions can benefit from the findings by

gaining insights into the effectiveness and impact of their programs. The research

findings can inform the development and implementation of evidence-based

interventions that address the specific needs of patients in the community.

SCOPE AND DELIMITATION

This study is to explore patient satisfaction with healthcare providers in the Poblacion

District 1, Burauen, Leyte. The primary objective is to understand patients' perceptions,

experiences, and perspectives regarding the quality of care, communication, and overall

satisfaction with the healthcare services provided by physicians, nurses, and other allied

health professionals in this specific district. The study will focus on patients who have

recently utilized outpatient healthcare services within the past 3 months in analysis

Poblacion District 1. The thematic focus of the study will include factors influencing

patient satisfaction, such as access to care, -patient communication, empathy and

bedside manner, and the overall quality of the healthcare experience.

This study is to patients residing in the Poblacion District 1 area, as the research

aims to provide insights specific to the healthcare landscape and patient population

within this geographical region. The study will exclude patients from other districts or

those who have not utilized healthcare services in Poblacion District 1 within the past 3

months. The data collection methods will be limited to in-depth interviews (face to face)

provider to allow for a more comprehensive understanding of patients' perspectives and

experiences. The qualitative data analysis will be guided by a phenomenological

approach to capture the essence of patient satisfaction with healthcare providers in this

specific context. The study is further delimited to a specific timeframe of 1 week for
data collection to ensure the findings reflect the current state of healthcare services in

Poblacion District,

Chapter II

This chapter present the Related Literature Review (RRL) on Exploring Patient

Satisfaction with Healthcare Providers, Patient satisfaction with healthcare providers is a

vital aspect of healthcare quality and patient-centered care. Understanding the factors

that influence patient satisfaction can lead to improved healthcare delivery and patient

outcomes. This literature review aims to explore the various dimensions that contribute

to patient satisfaction with healthcare providers The discussion is divided into two major

divisions: foreign literature and local literature. Foreign literature contains studies done

abroad while local literature contains studies done in the Philippines

REVIEW OF RELATED LITERATURE

Foreign Literature

As stated by Syed Saad Andaleeb, Naslee Siddiqui, & Shahjahan Khandakar,

(2007) a comprehensive model of patient satisfaction has many policy implications in

regard to identifying patient needs, developing standards, designing services systems

and processes, establishing employee and patient roles in service delivery, enhancing

training program, managing demand and capacity, and delivering the needed quality of

services. To these ends, measuring service quality and satisfaction is very important.
 As might be expected, service orientation of doctors came strongest factor

influencing patient satisfaction in all three types of hospitals. This is not surprising.

Usually in Bangladesh, patients' experiences on this factor are not very positive. Since

most of the reputed physicians in the country serve multiple hospitals, they are

incapable of giving due time and attention to patients. The significant contribution of

nurses to patient satisfaction in Bangladesh also ought to be noted. Unfortunately, the

number of nurses in Bangladesh today imposes serious constraints on health service

delivery. Currently there are only eleven nurses for 100,000 people in Bangladesh

compared to 94 in India and 103 in Sri Lanka (Ministry of Health and Family Welfare

2004). In addition, the nurses are also not equipped with the right behavioral and

technical skills. Rahman et al. (2002) indicate that patients were very dissatisfied with

their behavior and inefficiency. Our findings for urban areas do not support such a

strong position: patients were not 'very' dissatisfied with them. We hasten to add,

however, that a larger sample covering hospitals in rural areas may provide alternative

insights.

Saad Ahmed Ali Jadoo et al., (2012) Quality of health care is defined as a degree

of performance in relation to a defined standard of interventions known to be safe and

have the capacity to improve health within available resources. The patient satisfaction

perspective of hospital care had gained more attention in recent years and studies have

shown that patients are most satisfied with interpersonal interactions, such as staff-

patient relationships. A study done in South Africa concluded that patient satisfaction is

a fundamental indicator of equitable quality of care Another study on patients'

satisfaction at a referral hospital in Tanzania observed a high level of satisfaction

among respondents, mainly because of the hierarchical health care delivery system,

whereby the referral hospital is at the apex with super-specialty services. However, a

small proportion of patients were dissatisfied with long waiting time, high cost of

treatment, and investigation charges It is well documented that if patients' level of

satisfaction on quality of care does not meet their standard, they may decide to seek

for treatment somewhere else. In fact, satisfied patients are likely to exhibit favorable

behavioral intentions, which are beneficial to the healthcare provider's long-term

success. However, one of the major barriers to better health care for much of the

population in developing countries, including Tanzania, is lack of access to even basic

health services .In Tanzania, despite efforts by the Government, through the Ministry of

Health and Social Welfare (MOHSW), to improve the quality of care through different

approaches such as Health Quality Improvement Framework, still health service

provision is constrained by a number of factors in terms of poor infrastructure,

unavailability of drugs and/or medical equipment’s and limited human resources.

Jade Khalife, et al., (2023) Patients perspectives include more than what is

traditionally incorporate in measure of patient’s satisfaction and experience. Patient

valuing of health and their perceptions on each of the health system, and access and

quality of care should be also into account. Hospital pay-for-performance initiatives can

be made more responsive through a boarder consideration of these perspectives. More

broadly, health systems would benefit from wider engagement of patients. Five overall

themes supported by 17 categories were identified, capturing the meaning of the

participants' perspective: health is everything; being turned into second class citizens;

money and personal connections make all the difference; wanting to be treated with

dignity and respect; and tolerating let down, for the sake of right treatment. The most

frequently prioritized statement in ranking exercise regarding patient satisfaction was

regular contact with the patient's doctor.

Iftikhar Ahmad, Allah Nawaz & Siraj ud Din, (2011) Patients satisfaction is

determined by the culture setting of the people served. Medical care that fulfills the

social and emotional needs of the patients is highly accepted.' it is determined by the

interplay of two factors i.e. patient or client's expectations and the real services

provided. if the performance falls short of expectations. the costumer is dissatisfied and

if the performance matches the expectations, it is satisfying. In case the performance

exceeds expectations, the client is highly satisfied or delighted.

this study identified different demographics variables affecting their perceptions toward

service delivery system of public sector hospitals. Young and Middle-aged males from

poor socio-economic class and rural background were least satisfied. These groups

need more focus while planning and managing the healthcare system.

LOCAL LITERATURE

In accordance with Maria Vanessa C. Villarruz-Sulit, Antonio L. Dans & Mark

Anthony U. Javelosa Over a third or 34.3% (95% CI 28%, 40%) and 35% (95% Cl

26%, 44%) were highly satisfied with nurses caring attitude and the nurse’s

skill/competence respectively. Fewer respondents were highly satisfied with the nurse’s
information providers with only 17.2% (95% CI 12%, 22%) saying they were highly

satisfied. A little over half or 57.8% (95% CI 52%, 64%) were highly satisfied in overall

evaluation of care.

The patients were satisfied with the nursing care provider into two dimensions:

The nurse as caring person and the nurse as a skilled and competent healthcare

provider, although only about third indicated that they were highly satisfied.

Nevertheless, 57.8% were highly satisfied in the overall evaluation of care, but these

patients may have considered other hospital services and cost.

Queenne Kimverde C. Clare, (2022) The purpose of this study is to assess the

patient satisfaction towards nursing care in a private and public hospitals affiliated to an

educational institution in Santiago City. A descriptive cross-sectional survey design was

used in the study. The analytical sample was composed of 210 participants form two

hospitals. Data were collected using the Patients Satisfaction with Nursing Care Quality

Questionnaire with total of 19 items and designed to record the demographic

information of the participants. The results of the study on the level of satisfaction with

nursing care quality of the hospital indicated very satisfied (M=3,53. SD=0.85) There

were significant differences on age, marital status and educational attainment but no

significant difference on gender. Also, there were no significant difference on patients’

satisfaction with nursing care quality across the combined same wards of the private

and public hospitals. But then, there was a significant difference on patients’

satisfaction with nursing care quality on private from public hospitals wards.
 Rowel A. Gerzon & John Clifford P. Salugsugan (2020) The medical Clinic

provides outpatient health services to the employees of the Provincial Government of

Negros Occidental. Patient satisfaction gauges the quality of healthcare services. This

study assessed the level of patient satisfaction on the health services and identified the

challenges encountered by patients. Also, it compared the level of patient satisfaction in

terms of their demographic profile. This descriptive- comparative design used a

researcher-made survey study revealed that the overall level of satisfaction was very

high. A significant difference was found in the level of patient satisfaction when

respondents were categorized according to sex and age. The medicines and medical

supplies. The findings were used as baseline data in designing a Clinic Manual of

procedures and Holistic Health Program Office, Negros Occidental.

REVIEW OF RELATED STUDIES

Recent research about patients’ satisfaction in healthcare services had been

conducted to be able to make a way in giving greater service in patients. Patient

satisfaction in healthcare services is of utmost importance in providing quality care. It

refers to the extent to which patients are content with their overall healthcare

experience, including the medical treatment they receive, the communication with

healthcare providers, and the facilities provided. The level of patient satisfaction not

only reflects the effectiveness of healthcare services but also plays a vital role in

shaping the patient's perception of the healthcare organization. Understanding and

addressing patient satisfaction is crucial for healthcare providers to ensure a positive

and fulfilling healthcare experience for their patients. By focusing on patient

satisfaction, healthcare organizations can improve the quality of care, enhance patient

loyalty, and ultimately contribute to better health outcomes.

A recent study and analysis published in the journal Healthcare discussed patient

satisfaction with healthcare services and the techniques used to assess it. This study

delved into the methods employed to evaluate patient satisfaction levels, providing

valuable insights into understanding and improving patient experiences within

healthcare settings.

According to this study conducted at one polyclinic in Hanoi, Vietnam. This

polyclinic was licensed to operate under License No. 341/BYT-GPHD issued by the

Ministry of Health on 23 June 2017 for the purpose of medical examination, treatment,

and prevention. The polyclinic is a public healthcare facility that provides medical

examination and treatment as well as primary healthcare services with health insurance

equivalent to the district level in Vietnam's healthcare system. Since 2017, there have

been no studies on patient satisfaction at this polyclinic. Therefore, a study on patient

satisfaction is necessary to provide evidence to improve the quality of health services.

Gronroos characterized perceived quality as an assessment procedure, where

the customer compares their expectations with their service observations. The quality of

healthcare service is the disparity among customer perceptions and their assumptions

regarding services. In the healthcare setting, the patients are the capital of the hospital.
To satisfy and sustain customers, medical service delivery has turned out to be

reasonably more imperative. The research addressing the patient's judgment conducted

in developed states revealed that patients can evaluate the procedure of services,

results, and structure. The studies have elaborated the association between patient

satisfaction and healthcare service delivery.

THEORETICAL FRRAMEWORK

Theories of patient’s satisfaction

Theories of patient’s satisfaction (Pascoe,1983) defined patient satisfaction as “…

the health care recipient’s reaction to salient aspects of the context, process, and result

of their service experiences… (pp. 189)”. It consists of a “…cognitively based evaluation

or grading of directly-received services including structure, process, and outcome of

services… and an affectively based response to the structure, process, and outcome of

services… (pp. 189)”. In terms of the formulation of patient satisfaction, Pascoe

described the Discrepancy Theory and Fulfillment Theory.

The two theories were originated from job satisfaction research, the Fulfillment

Theory assumed the magnitude of the outcomes received under particular circumstance

determine satisfaction and neglected any psychological evaluation of the outcomes.

Discrepancy Theory has taken psychological evaluation of outcomes into consideration

in satisfaction formulation and claimed that dissatisfaction results if the actual outcomes

were deviated from the subject’s initial expectation. It was understood that the

Discrepancy approaches that view patients’ prior expectations as determinants of

satisfaction have been frequently applied in many patient satisfaction researches, but

what determines patient expectations at the first place? Fox and Storms (1981) present

two sets of intervening variables in satisfaction formulation, including Orientations

Towards Care and Conditions of Care, mediated by patients’ social and cultural

characteristics. Orientations Towards Care refer to patients’ difference in their wants

and expectation in a medical encounter, as people would have different beliefs in the

causes of illness and in the socially-patterned responses to illness. Conditions of Care

refer to the different Theoretical approaches to care, Situation of care and Outcomes of

care delivered by the care providers. Patient satisfaction results if the Orientations

Towards Care was congruent with the Conditions of Care. If the individual’s

Orientations Towards Care, including the perception and interpretation of care, can be

affected by their broader social and cultural contexts, peoples with shared

characteristics may presented a socially-patterned responses in their satisfaction

formulation accordingly. Suchman Edward Allen proposed that “… certain socio-cultural

background factors will predispose the individual toward accepting or rejecting the

approach of professional medicine and, hence, increase or decrease the possibility of

conflict between patient and physician…(pp.558) [19]” which basically correlated

patient’s socio-demographic factors with satisfaction.

Patient satisfaction and social identity theory

Patient satisfaction and social identity theory (Linder-Pelz,1982) assumed a

value-expectancy model in satisfaction formulation and defined “patient satisfaction as

a positive attitude… a positive evaluation of distinct dimension of health care, such as a

single clinical visit, the whole treatment process, particular health care setting or plan or

the health care system in general (pp.578)”. Attitude was defined by Fishbein and Azjen

(1975) as the “general evaluation or feeling of favorableness toward the object in

question”. Built on the view of the social identity theory that “attitudes are moderated

by environmental, individual, physical, psychological or sociological variables (pp. 72)”,

Jessie L. Tucker (2000) claimed that patient satisfaction shall be “moderated by socio-

demographic attributes such as environmental, individual, physical, psychological and

sociological characteristics (pp. 72)”. In her later study, Jessie L. Tucker (2002)

provided empirical support to patient satisfaction and social identity theory. Patient

satisfaction theory considered patient satisfaction as an attitude, and her results

confirmed that patient’s evaluation of access, communication, outcomes and quality

were significant predictors of satisfaction. Social identity theory argued that attitudes

were altered and affected by demographic, situational, environmental, and

psychological factors, and her research findings indicated that patient’s specific

characteristics significantly explain their satisfaction.

Haslam et al. (1993) study of in-group favoritism and social identity models of

stereotype formation suggested that “manifestations of favoritism are sensitive to

comparative and normative features of social context (pp. 97)”. The result revealed that

a person’s judgments will be impinged by his/her boarder macro-social context and

background knowledge, and the stereotype formulation were not automatics but

instead accustomed by the social context where meaning and attitudes towards

different aspects were constructed.

Social Identity theory

defined social identity theory was outlined by (Sociologists Henri Tajfel and John

Turner 1979) and was as “the individual’s knowledge that he/she belongs to certain

social groups together with some emotional and value significance to him/her of the

group membership (pp.2) [17]”. The theory believed that individual’s process a

repertoire of self-identities with individuating characteristic at the personal extreme and

social categorical characteristics at the social extreme. Depending on the social context,

the personal identity may prominent and individuals would perceive themselves as

members of a social group and adopt shared attitudes towards a particular aspect, and

possibly satisfaction towards care, or vice versa. To construct a social identity, the

theory proposed that individuals will “firstly categorize and define themselves as

members of a social category or assign themselves a social identity; second, they form

or learn the stereotypic norms of the category; and third, they assign these norms to

themselves and thus their behavior becomes more normative as their category

membership (pp.15) [42]”. The categories under which individuals assign themselves at

the first place will depends on a person’s social contexts such as life experience,

backgrounds, culture and situation etc.

Social identity theory was closely related to the “Self-categorization theory”,

which was defined by Hogg and McGarty as the theoretical concept of Social Identify

itself and “concerns the ways collection of individuals comes to define and feel

themselves to be a social group and how does share group membership influence their

behavior”. Lorenzi-Cioldi and Doise claimed that Self-categorization theory led to

accentuation of between-group differences and within-group similarities by the fact that

“different levels of categorization are simultaneously used by group members to encode

information pertaining to their own group and to the other group (pp. 74) [20]”, and

the role constraints of members of inter-group give rise to a consistent mode of

responding. Based on the theoretical framework, it was assumed that patients with

shared socio-demographic characteristics would categorize information they perceived

(including experiences from a medical encounter) for subsequent satisfaction rating in a

particular level and therefore presented a more or less homogenous rating with the

care received.
SYNTHESIS REVIEW OF RRL

Information regarding their experiences and level of satisfaction with their

hospitals may be found in the compilation of both foreign and local studies. According

to the surveys, some patients are dissatisfied with the care they received from heal care

practitioners. They must employ several strategies to raise the caliber of treatment they

provide.

Definition of Term

Accelerated - begin to move more quickly.

Acute - present or experienced to a severe or intense degree.

Aspect - a particular part or feature of something.

Association - a group of people organized for a joint purpose.

Assurance - a positive declaration intended to give confidence; a promise.

Baksheesh - money given as a tip, a present, or alms. verb. 2. to give such money to

(a person).

Behavior - the way in which one acts or conducts oneself, especially toward others.

Client - a person or organization using the services of a lawyer or other professional

person or company.
Crucial - decisive or critical, especially in the success or failure of something.

Determinant - a factor which decisively affects the nature or outcome of something.

Desire - a strong feeling of wanting to have something or wishing for something to

happen.

Disparities - a difference in level or treatment, especially one that is seen as unfair.

Dominant - most important, powerful, or influential.

Encompass -surround and have or hold within.

Enhance - intensify, increase, or further improve the quality, value, or extent of.

Essential - absolutely necessary; extremely important.

Facilitator - someone or something that facilitates something.

Impact - the action of one object coming forcibly into contact with another.

Imbalance - lack of proportion or relation between corresponding things.

Implement - a tool, utensil, or other piece of equipment, especially as used for a

particular purpose.

Implication - the conclusion that can be drawn from something although it is not

explicitly stated.

Litigation - the act, process, or practice of settling a dispute in a court of law

Multifaceted - having many aspects or sides.

Oriented - align or position (something) relative to the points of a compass or other

specified positions.

Overall - taking everything into account.

Person-centeredness - according respect, acknowledging people's essential human

dignity, treating people as individuals and finding out what is important to them

relevant to their treatment and care.

Perceived - become aware or conscious of (something); come to realize or

understand.

Perspective - the art of drawing solid objects on a two-dimensional surface so as to

give the right impression of their height, width, depth, and position in relation to each

other when viewed from a particular point.

Primary - earliest in time or order.

Prognosis - the likely course of a disease or ailment.

Quality - the standard of something as measured against other things of a similar

kind; the degree of excellence of something.

Relevance - important to the matter at hand."

Regression - a return to a previous and less advanced or worse state, condition, or way

of behaving:

Seeks - attempt to find (something).

Stakeholder - a person, group or organization with a vested interest, or stake, in the

decision-making and activities of a business, organization or project.

Subsequent - coming after something in time; following.

Tailored - (of clothes) smart, fitted, and well cut.

Vital - absolutely necessary or important; essential.

Wayside - the edge of a road.

 Chapter III

METHODOLOGY

This chapter presents the methods used in this research. This contains the

research design, research respondents, research locale, research instrument, sampling

procedure, drag gathering procedure, and data analysis

RESEARCH DESIGN

The researcher uses descriptive way using qualitative approach in determining

the patient satisfaction with healthcare providers in Poblacion Dis I. This includes the

interview questions provided by the researcher. Qualitative insights with be gather

through interviews and focus group discussion on the patient’s satisfactory rate in

providing healthcare services in patients

Sampling will be conducted in selecting participants in this study, Ethical

consideration, including informed consent and confidentially, will be upheld throughout

the study. Qualitative Comparative Analysis will be used in data analysis. This study

aims to analyze and make the best method in giving healthcare services in patients.

The result will be use to give greater service in patients in every healthcare providing

facilities
RESEARCH RESPONDENT

The respondent methodology for this research study involves selecting

participants who met specific criteria, such as being a patient for 1 month or more,

experience healthcare services and should be an Poblacion District 1 resident to

participate and answer the question of the researcher. The researcher selected (15)

patients who experience healthcare services of Poblacion District 1 Burauen , Leyte to

be the respondent of this study. Purposive sampling will be used in selecting the

participants who met the criteria, ensuring that individuals with necessary qualifications

and expertise relevant to the research objectives are included.

RESEARCH LOCALE

Poblacion Dist. 1 Burauen Leyte is the hospital where the research local for this

study is located. The researcher selected this location because it has easy access to

information that is necessary for this investigation.

RESEARCH INSTRUMENT

The research instrument of this study is interviews with the participants in a

structed formats. The interview is designed to explore participants thoughts about the

way healthcare workers provided healthcare services in them. The interview guide that

consists (5) questions is developed based on the research objectives. Additional

questions will be asked to the participants for further clarification about their answer

and gain more information related to the study.

SAMPLING PROCEDURE

Procedure for sampling, Convenience sampling was used by the researcher as

their sample technique, and we choose the probability sampling approach to evenly

choose participants from a population based on our target respondents.

Patients who are confined in Poblacion Dist. I Burauen Hospital who are willing

to participate in our survey and provide truthful answers are the participants. Choosing

participants for convenience sampling entails choosing them according to how easily

and readily they can participate in the study.

DATA GATHERING PROCEDURE

First, the consent letter to conduct the data gathering of the study will be

written and attached to the validated survey questionnaire. Next, consent letter was

signed by the research adviser, Mrs. Zane Refuerzo.

Then survey questioners were distributed to the selected respondents of the

study in Poblacion Dist. 1, Burauen, Leyte After that respondents' completed survey

questioners will be collected by the researchers. The data will discuss and explained by

the researchers while maintaining the respondents' privacy. Lastly, the data

consolidated will be examined and analyze using appropriate statistical tool.

DATA ANALYSIS

Qualitative Analysis will be used as the data analysis method in this study. Initially

the qualitative data collected from the interview will be systematically analyzed to

identify the configuration in condition associated on the research. Through the process

of vigorous analysis will lead a path to create a way to provide better healthcare

services in patients. The finding will be provided to healthcare facilities for greater

healthcare services.