Home⇛Psychology and Education: A Multidisciplinary Journal⇛vol. 36 no. 2 (2025)

Level of Satisfaction of Outpatients with the Healthcare Services in a Private Hospital

Kairus Camille Flores | Jenna Kezziah Cassey Dinamling | Cheryn Angela Balut | Jasmine Faye Mari | Bj Elmar Pagaduan | Carl John Benter | Kristel Joy Dapiawen | Shiellah Mae Barsicula | Lady Valen Charon Dela Peña

Discipline: health studies

 

Abstract:

Patient satisfaction is a measure of the extent to which a patient is content with the healthcare they receive from their healthcare provider. It is one of the most important factors in determining the success of healthcare services, and it encompasses the provider’s behavior as a moderation between patient satisfaction and healthcare services. Nowadays, the competition within the healthcare sector is increasing due to the awareness of the patients and the demand for improved service quality. Hence, this study aims to determine the outpatients’ satisfaction with the healthcare services at a private hospital, focusing specifically on their experiences, in order to identify areas to improve. The study employed a quantitative-qualitative research method, particularly a descriptive-comparative approach. A structured questionnaire was distributed to 61 outpatients from a private hospital in Solano, Nueva Vizcaya. The findings revealed that most of the outpatients expressed satisfaction with both the healthcare facilities and healthcare providers. However, significant differences in satisfaction levels were observed based on employment status, while age, gender, family income, and civil status did not show significant differences. Important factors influencing outpatient satisfaction included the quality of service, communication, and waiting times in the hospital. Recommendations for enhancing healthcare services involved improving staff training, streamlining processes to reduce waiting times, and actively seeking patient feedback. The results suggest that prioritizing patient satisfaction is crucial for improving the quality of care and retaining patients in healthcare institutions.



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