E ISSN: 2583-049X
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International Journal of Advanced Multidisciplinary Research and Studies

Volume 2, Issue 5, 2022

Customer Satisfaction and Challenges in the Delivery of Level 1 Hospital Services



Author(s): Ann Samson Flores

Abstract:

Background: This study assesses the level of customer satisfaction of clients of a Level 1 Hospital in Northern Negros Occidental on the hospital services in terms of appointment scheduling, Hospital services, healthcare providers, support staff, communication, and facility during the calendar year 2021; and, identify the challenges in hospital services of Level 1 Hospital.

Method: The respondents of this study were the clients of the Level 1 hospital who were selected using quota sampling. This descriptive study utilized a modified survey questionnaire to measure customer satisfaction and the challenges encountered. The study's findings served as the baseline data for a continuous quality improvement plan.

Results: The data gathered revealed that the level of customer satisfaction of clients of a Level 1 hospital in Northern Negros Occidental on the hospital services, in terms of appointment and scheduling, hospital services, healthcare providers, support staff, communication, and facility during the calendar year 2021, when taken as a whole and when grouped according to hospital care classification (inpatient/outpatient) was very high. Further, the challenges in the services of Level 1 Hospital focused more on the hospital facility, specifically on the comfort room overflowing.

Conclusion: It can be concluded that the very high customer satisfaction level would reflect very satisfactory or excellent hospital performance in the delivery of their programs and services.

Practical Value: The study significantly contributes to the existing literature on the level of customer satisfaction and challenges in the delivery of Level 1 Hospital Services. The study’s findings provided information to the hospital administrators and chiefs of hospitals in the formulation of the Continuous Quality Improvement Plan.


Keywords: Customer satisfaction, Level 1 Hospital, Hospital Services, Descriptive

Pages: 506-524

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