Barangay Health Care Services Sat.survey .docx

BARANGAY HEALTHCARE SERVICES SATISFACTION SURVEY A TOOL TOWARDS QUALITY IMPROVEMENT

ABSTRACT

A customer satisfaction survey is only valuable if the right questions are asked, results reviewed and understood. Customer expectations are changing more rapidly than ever. Evolving technologies and increasing global competition present customers with a greater array of enticing options every day. Conducting a customer satisfaction survey helps you to stay current with these developing expectations, as well as consumer trends that impact buying decisions. This is essential for the continued success and growth of your business. This descriptive method research utilized the triangulation of survey, unstructured interview, and field visit to determine the extent of satisfaction of the respondents on services being offered by the Barangay Health Centre in Barangay Dinapa. The Respondents Satisfaction Survey (RSS) was prepared in English and was translated in vernacular language of the 242 randomly selected respondents in the locality that has been identified through stratified sampling techniques with equal allocation each of barangay healthcare services. With the data obtained from a sample of 242 respondents from three stratum, the results obtained shows that there is no significant difference on the extent of satisfaction when respondents are grouped according to their age, sex and monthly income. Findings of the study also shows that respondents are satisfied with all the five services offered by the Barangay Health Centre. The results on the present study also showed that although the respondents are all satisfied on the services offered, some aspects of services indicated some degree of dissatisfaction. Keyword: Respondents, Extent of Satisfaction, Barangay Health Centre, Services, Quality

INTRODUCTION It’s an old adage that you should “inspect what you expect.” Once your organization fully comprehends the concept that the customer experience is a journey that starts with the first encounter and should never end, it’s critical to evaluate your performance. The Centre For Client Retention (TCFR) has developed the Repeat Business Scorecard, based on customer satisfaction survey elements. These customer service skills are based on the areas covered in Richard Shapiro’s newest book, The Endangered Customer, 8 Steps to Guarantee Repeat Business.

Through TCFCR’s customer satisfaction survey tool, clients are able to see how their agent’s customer service skills compare against other companies. These studies enables you to measure your performance against previous results as well as other companies within and outside of your industry, in an effort to achieve best-in-class service delivery. A thorough understanding of the needs and expectations of the community about the healthcare services can help in better delivery and higher utilization of services. Feedback from clients is vital if deficiencies are to be identified and improvements achieved. Satisfaction can be defined as the extent of an individual’s experience compared with his or her expectations. Customer satisfaction is an important indicator of quality of primary care and healthcare performance. Continuous quality improvement is linked to use of timely and useful feedback from clients. The overall satisfaction is an important outcome measure for health services. Patient care is not considered to be of high quality unless the patient is satisfied. This study attempts to find out clients extent satisfaction of the primary healthcare services provided by the Barangay Health Centre when they are group according to their profile in terms of age, sex and income, test whether there is a significant difference in the respondents satisfaction ratings when they are group according to their profile and identify their comments and suggestions to further improve barangay healthcare services.

OBJECTVES OF THE STUDY

The study determined the extent of the respondents’ satisfaction on the services provided by the Barangay Health Centre. It also aimed to test whether there is a significant difference on the extent of satisfaction of respondents when group according to their profile in terms of age, sex and income. Needs, comments and suggestions from of the respondents to improve services of BHC were also identified.

METHODOLOGY

The descriptive method of research utilized the triangulation of survey unstructured interview and field visits in gathering the needed data. This study was conducted in Barangay Dinapa, Castilla, Sorsogon. The total household population of the barangay is 816. Data gathering was done by convenient a technique, 242 were chosen as respondents for the study. They were taken through the use of random sampling. The main instrument in this study is a one-page Barangay Healthcare Satisfaction Survey (BHSS) along with the five services of the Barangay Healthcare Centre as part of their mandates. The interview schedule was prepared in English and translated in vernacular language of the respondents in the locality which hopes to draw information from a wide spectrum of respondents belonging to different state of living. The five specific services includes availability of medicine and first aid, actin on request medical services and projects, quality of service and facilities and equipment offered, interpersonal relationship of the BHW to the client and other services given by the Rural Health Unit.

The BHSS questionnaire has three parts. Part one of the BSS includes the profile of the respondents in terms of their age, sex and income. The second part was the evaluation in terms of the extent satisfaction along with the five identified services. The third part is the space for the feedbacks including the general comments and suggestions to further improve the services offered by the Barangay Healthcare Centre. A verbal consent was taken from the respondents before starting to fill the questionnaire. The response was rated in a 5-point Likert scale as “poor”, “less satisfied”, “satisfied”, “very satisfied” and “highly satisfied”.

To treat the data, statistical tools such as frequency count, weighted mean, percentage and One Way Analysis of Variance (ANOVA) were utilized. ANOVA is used to determine whether there are any statistical significant differences between the means of two or more independent groups. According to Shutler, (2002), ANOVA is a general method for studying sampled data relationships which enables to test the difference between two or more sample means to be analysed achieved by subdividing the total sum of squares. The result is the same as the t-test for independent samples when comparing two different means (Ferguson, 1989) which considered this test as a special case one-way ANOVA (Park, 2005). These are the statistical tools used in the study to identify the difference of the level of satisfaction of the respondents when group according to their profile with two or more variable means.

RESULTS AND DISCUSSIONS

1. Extent of Respondents Satisfaction on the Services Offered by the Barangay Health Centre

Table 1 presents the extent satisfaction of the respondents in barangay healthcare services provided by the Barangay Health Centre in Barangay Dinapa. The respondents are satisfied on the given five identified services of Barangay Health Centre such as on the availability of medicine and first aid (2.44), action on requests and medical services and projects (2.67), quality of service and facilities and equipment offered (2.60), interpersonal relationship of BHW to the client (3.08) and awareness on the program and other services given by the Rural Health Unit (2.90). Generally, the respondents are all satisfied with the services given by the Barangay Healthcare Centre as shown by an overall weighted mean value of (2.74).

Table 1. Extent of Satisfaction of the Respondents Along With the Barangay Healthcare Services

Services

WM

Rank

Description

Availability of medicine/first aid

2.44

5

Satisfied

Action on requests/medical services/projects

2.67

3

Satisfied

Quality of service/facilities/equipment offered

2.60

4

Satisfied

Interpersonal relationship of the BHW to the client

3.08

1

Satisfied

Awareness on the program and other services given by the Rural Health Unit

2.90

2

Satisfied

Total

2.74

Satisfied

Satisfaction when Grouped According to their Profile

Table 2. Satisfaction When Grouped According to Age

Services Availability of medicine/first aid Action on requests/medical services/projects Quality of service/facilities/equipment offered Interpersonal relationship of the BHW to the client Awareness on the program and other services given by the Rural Health Unit Total F-value= 1.69684

below 30 31-40

41-50

2.96

2.73

2.72

51-60

61 above

WMA Description

2.63

2.71

2.75

Satisfied Satisfied

2.98

2.90

2.97

3.15

2.95

2.99 Satisfied

3.02

2.93

2.85

2.96

2.82

2.92 Satisfied

3.74

3.01

3.29

3.33

3.34

3.34 Satisfied

3.65

2.65

3.16

3.30

2.97

3.15

3.27

2.84

3.00

3.07

2.96

3.03

F critical= 2.86608

Significant at α= 0.05

df= 4 & 20

Satisfied

When grouped according to respondents’ age, table 2 shows the extent of their satisfaction. The F-computed value of 1.69684 is within the critical value of 2.86608 at 0.05 level of significance with 4 and 20 degrees of freedom, the null hypothesis is accepted. This means that the respondents did not differ significantly in their extent of satisfaction on barangay healthcare services when grouped according to age. It shows that age is apparently not a factor in the perception of respondents’ satisfaction. Regardless of age, the respondents have the same level of satisfaction on the services provided by BHC. Ages below 30 has the highest satisfaction rate in the services provided by BHC. This maybe explained due to the fact that ages below 30 frequently visit the healthcare centre with their children to have their check -up.

Table 3. Satisfaction Rating When Grouped According to Sex

Services Availability of medicine/first aid Action on requests/medical services/projects

Male

Female

WM

Remarks

2.66

2.85

2.76

Satisfied Satisfied

2.98

3.10

3.04

Quality of service/facilities/equipment offered

2.85

3.02

2.94

Interpersonal relationship of the BHW to the client

3.42

3.25

3.34

Satisfied

Awareness on the program and other services given by the Rural Health Unit

3.03

3.42

3.23

Satisfied

2.98

3.13

3.06

Satisfied

Total

F-value= 0.000355

F critical= 5.317655

Satisfied

Significant at α= 0.05

df= 1 & 8

When grouped according to respondents’ sex, table 3 shows the extent of their satisfaction. The F-computed value of 0.000355 is within the critical value of 5.317655 at 0.05 level of significance with 1 and 8 degrees of freedom, the null hypothesis is accepted. This means that the respondents did not differ significantly in their extent of satisfaction on barangay healthcare services when grouped according to sex. It shows that sex is apparently not a factor in the perception of respondents’ satisfaction. Regardless of gender, the respondents have the same level of satisfaction on the services provided by BHC. Female has the highest satisfaction rate in the services provided by BHC. This maybe explained due to the fact that women frequently visits the healthcare centre and men are always at work.

Table 4. Satisfaction Rating When Grouped According to Income Below 5,0015,000 10,000 n=196 n=33

10,00115,000 n= 7

15,000 above n= WM 6

Availability of medicine/first aid

2.81

2.85

2.57

2.67

2.72

Satisfied

Action on services/projects

3.05

3.15

2.86

4.00

3.26

Satisfied

Quality of service/facilities/equipment 2.99 offered

3.09

2.57

3.17

2.96

Satisfied

Interpersonal relationship of the BHW 3.54 to the client

3.55

3.14

3.83

3.52

Satisfied

Awareness on the program and other 3.36 services given by the Rural Health Unit.

3.30

2.71

3.33

3.18

Satisfied

3.15

3.19

2.77

3.40

3.13

Services

requests/medical

Total

F-value= 2.750

F critical= 3.238872

Significant at α=0.05

Remarks

Satisfied

df= 3 & 16

When grouped according to respondents’ income, table 4 shows the extent of their satisfaction. The F-computed value of 2.750 is within the critical value of 3.238872 at 0.05 level of significance with 3 and 16 degrees of freedom, the null hypothesis is accepted. This means that the respondents did not differ significantly in their extent of satisfaction on barangay healthcare services when grouped according to income. It shows that income is apparently not a factor in the perception of respondents’ satisfaction. Regardless of income, the respondents have the same level of satisfaction on the services provided by BHC. Respondents who has an income above 15,000 has the highest satisfaction rate in the services provided by BHC.

CONCLUSIONS AND RECOMMENDATIONS

Comments / suggestion of

supply

of

Frequency

Percentage

79

49.07

1

Additional medicine

2

Provide additional equipment/facilities

31

19.25

3

Provide Lying- in

22

13.66

4

Unity and Cooperation

8

4.97

5

Proper dissemination

7

4.35

6

Proper Waste Disposal

6

3.73

7

Additional nurses/midwives

5

3.11

8

Provide medical assistance

3

1.86

TOTAL

161

100

information

Table 5. Suggestions to Further Improve Services of Barangay Health Centre

Table 5 provides the comments and suggestions offered by the respondents to further improve the services of the Barangay Health Centre in barangay Dinapa. The most frequent suggestion provided by 49.07% of respondents is to have an additional supply of medicine. And 31 out of 161 suggested feedbacks of respondents is to provide an additional equipment and facilities, 22 out of 161 comments is to provide an additional lying-in, 8 out of 161 comments is for unity and cooperation, 7 out 161 suggestions is for proper information dissemination, 6 out of the total suggested feedbacks for service quality improvement is for proper waste disposal and 5 out total suggested feedbacks of respondents is for an additional nurses and midwives in the BHC. Only 3 out of 161 suggested comments of respondents is to provide and give a medical assistance to every member of the community. What can be drawn from these suggestions is that respondents would be certainly satisfied if they get fair and sufficient healthcare service that would make them feel well served.

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Patro BK, Kumar R, Goswami A, Nongkynrih B, Pandav CS. Community perception and client satisfaction about primary health care services in an urban resettlement colony of New Delhi. Indian J Community Med 2008;33:250-4.

Perguson, George A. and Takane, Yoshio (1989). Statistical analysis in psychology and education, sixth edition. Singapore: McGraw Hill Book Co. ISBN 0-07-100438-6, p251 http://tcfr.com/about-tcfr/customer-satisfaction-survey-research/