MAGTABOG GENERAL HOSPITAL

CLIENT SATISFACTION SURVEY

Month: June-December 2014 IN - PATIENT

Respondents:68

[ 58] Philhealth

[ 11] Non- Philheath

Palihog i-tsek kung kinsa ang motubag sa niining survey:

[09] pasyente

[50] bantay (watcher)

Mahal namong kliyente,

Gusto mo bang motabang sa pagpalambo pa sa serbisyo sa PAULINO HOSPITAL? Sayon lang... Palihug tubaga ang mosunod nga mga pangutana. Ang imong mga tubag magsilbing giya sa atong hospital sa paghatag ug dekalidad na serbisyo nga nihaum sa imong mga panginahanglan.

Daghang salamat.

MGA PANGUTANA

Instruksyon: Palihug i-tsek ang kahon sa imong tubag

Oo Dili1. Ang atong hospital ba

a. limpyo > kwarto sa pasyente

[ 68 ] [ 01]

>kasilyas

[68 ] [ 03]

>ang palibot sa hospital

[68 ] [ 01]

b. hayahay /sakto lang ang bentilasyon?

[68 ] [ 01]

c. sakto ang kahayag?

[68] [ 02]

d. naay kabutangan sa mga basura sa sulod

nga dali lang matoltolan?

[68] [ 01]e. naay permanenteng tubig sa CR?

[ 28 ] [ ]

2. Nahatagan ba dayon ug pagtagad ang serbisyo na

[ 63 ] [ 05 ] imung kinahanglan?

> Kung dili, unsa kadugay ang imung pagpa abot?

a. 15- 30 minutos

[ ] [ ]

b. 30 minutos isa ka oras

[ ] [ 01 ]

c. sobra isa ka oras

[ ] [ 02 ]

d. wala ka na serbisyohi

[ ] [ 03 ] >Unsa na opisina sa hospital nga dugay

nahatagan ug pagtagad ang serbisyong imong

gikinahanglan?

ER [ 01] Ward [ 03 ] Billing/ Cashier [ 10 ] Laboratory [ 03 ] X-ray [ 02 ] Pharmacy [ 03 ] Oo Dili

3. Ang hospital ba adunay sakto na lugar o pamaagi diin

[68 ] [ 01]

bisan sa panahon sa pag eksamin sa mga pribadong bahin sa imong lawas, gitahod gihapon ang imong dignidad? 4. Ang empleyado ba sa hospital > makanunayon naga respeto sa pasyente ?

[ 62 ] [ ]

> naghatag nimo ug igong pagpasabot

[ 65] [ ]

kabahin sa imong sakit?

> naghatag nimo ug igong pagpasabot sa

[ 65 ] [ ]

mga polisiya o balaod sa hospital para hapsay ang dagan sa imong mga transaksyon o tuyo sa sulod sa hospital?

SA KINATIBUK AN, KUNTENTO

KA BA SA SERBISYO SA ATONG :

1. Mga Doktor

[68 ] [ 02 ]2. Mga nars

[68 ] [ ]3. Mga janitor

[68 ] [ 03 ]4. Emergengy room

[68 ] [ 02 ]5. Information/ admitting section

[ 63 ] [ 01 ]6. X-ray department

[63] [ 02 ]7. Billing/cashier

[63 ] [ 02 ]8. Tagasilbi/ hatod sa pagkaon

[63 ] [ ]9. Laundry/ linen (kabahin sa beddings)

[63 ] [ 02 ]10. Laboratory

[ 63 ] [ ]11. Medical records

[ 63 ] [ 01 ] > Aduna ka pa bay ikadugang nga rekomendasyon o reklamo para mapalambo angserbisyo?

( kung aduna, palihug isulat;) Potable drinking water pwede unta dili bayaran Naa untay C.R. sa annex 1 ug 2

Kung pwede lang unta ma discharge na ang pasyente mahimuan lang unta dayon ug billing para dili malangay ang pag pa gawas sa pasyente.

Ang serbisyo sa doctor atong Sept. 21 whole day wala mo pakita or round sa gabii na. I hope sa sunod dili na mahitabo.

Kinahanglan unta permi limpyo and kwarto sa pasyente para dili musamot ang sakit Additional comfortable chairs for the watchers > Palihog isulat ang pangalan sa empleyado sa hospital kinsang pagserbisyo o pagtagad,

angayan nga pagadayegon:

Ok silang tanan All nurses except one Dra. Oking very accomodating and approachable > Rason nganong sa PAULINO HOSPITAL mo nag pa tambal?

Kompleto sa pag laboratory ang pasyente

Limpyo ug barato

Maayo ang serbisyo sa pasyente

Ok ang serbisyo

Gusto lang gyud

Sauna pa Paulino nako

Sa tana sa hospital, kini ra makatabang sa mga pobre

Kay makahalad ug tarong nga serbisyo sa pasyente Dili samok, dili over populated, accessible sa sakyanan. Botika, affordable compare to other private hospital > Kung kinahanglanon sa imong lawas, dinhi ka pa ba gihapon magpatambal sa PAULINO

HOSPITAL?

OO [ 63 ]

DILI [ 01 ]

> I- rekomendar ba nimo ang PAULINO HOSPITAL sa imong mga kaila na gusto magpatambal?

OO [ 67 ]

DILI [ 01 ]

AnalysisMost of the respondents are watchers. Result:

1. Physical condition of the health facility: Most of the respondents claimed that the hospital was clean inside and outside

Has good ventilation and well lit

Has easy access for waste disposals in wards Has sufficient water supply in lavatories2. Hospital Services Most of the respondents claimed that they were given immediate attention with their needs The average waiting time is less than 15 minutes

The billing/cashier section has the longest waiting time with regards to their services3. Hospital Personnel

All of the respondents claimed that the staff and employees of Paulino Hospital respect their right as a patient and were well informed of the hospitals rules and regulations. Moreover, the respondents maintained that they were satisfied with the health education that was given to them.Conclusion:Almost all of the respondents are willing to come back if they need medical services in the future and will recommend Paulino Hospital to others.

Actions Taken:Subsequent to the results of the client satisfaction survey, most of the clients are satisfied with the performances of the hospital as a whole, however there are some areas of the hospital that needs further improvement and enhancement which must be responded immediately where recommendations are also suggested. The hospital institution has enumerated actions that will help to harness clients satisfaction, this includes: 1. With regards to the hospital cleanliness, sanitation, and ventilation, many were satisfied by the hospitals maintenance services in maintaining the cleanliness and orderliness of the hospital vicinity, however a few were not. In response to that, the janitorial staffs as well as its head are reminded of their tasks on daily cleaning which includes sweeping of floors, polishing of floors, dusting of windows, proper garbage disposal, cleaning of rooms, wards and rest rooms, providing good ventilation and the like. 2. In view of the problems with the waiting time services by each department, the billing/cashier section has received most of patients complaints with waiting time, consequently, they were called regarding the problem and suggestions were considered such as to inform client of the time they will wait for the bill to be processed, and to have alternate breaks during lunch giving more time to process clients bills. 3. As a whole, all respondents claimed that staffs and employees of the hospital institution respect the patient rights, however, every now and then; all staffs and employees are always reminded on their duties and responsibilities as well as to their scope and limitations by their each department heads. 4. All recommendations enumerated by clients were given considerations; this includes free potable drinking water, comfort room near annex and female ward, fast processing on billing section, having rounds during night shifts which alter the sleep of patients, cleanliness of rooms and other hospital facility. These recommendations were included at the meeting and suggestions were raised on how to be able to take actions of it.a. free potable drinking water- it was suggested to put up water system which is potable

b. comfort room- it was suggested to restore the old comfort room near annex and female ward if still functional and not leakingc. fast processing on billing sections- the billing clerks were given suggestions to have alternate lunch break for it to be more efficient and fast billing for the client

d. rounds during night shift- the doctors attention was called and explained the patients complaints

e. cleanliness of rooms and hospital facility- janitorial staffs are informed of their duties and monitored daily in their performance in maintaining the cleanliness and orderliness of the hospital