Perceived Expectations and Actual Experiences of Outpatients in the Services Provided by Level II Hospitals in Quezon Province
DOI:
https://doi.org/10.5281/zenodo.22813908Keywords:
actual experiences, level II hospitals, outpatients, perceived expectations, servicesAbstract
The study is conducted to determine the profile of the outpatients in the services provided by level II private hospitals in Quezon Province in terms of age, sex, educational attainment, total monthly income, frequency of hospital visits in a year, and type of services being utilized. The study also determined the perceived expectations and actual experiences of the outpatients in terms of quality of care, timeliness of service, patient-provider interaction, physical elements of the services, and cost of services. The researcher used a descriptive type of research applying quantitative technique. Sets of self-structured survey questionnaire was administered to the 100 outpatients of the level II hospitals in Quezon Province. The results revealed that most respondents were female aged 21-39, with a monthly income ranging from P19, 041 to P38,080 and typically made 2-3 visits per year. Majority of the respondents utilized OPD services for routine check-ups. The results revealed that the respondents have high expectations on the OPD services provided by the hospitals. The results showed that the respondents were highly satisfied with the OPD services provided by the hospitals. The results revealed that there is no significant difference on the perceived expectations of the respondents and there is also no significant difference on the actual experiences of the respondents when grouped according to profile. The results revealed that there is a significant and positive relationship between the perceived expectations and actual experiences of outpatients on the OPD services. Based on the findings of the study, the researcher formulated a handbook entitled “Employee Handbook: Outpatient Service Guide”.
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