Development of a patient satisfaction tool for tertiary hospitals in the Philippines: The Filipino patients-based approach

ABSTRACT

OBJECTIVES. The study aimed to develop a pre-tested tool through a Filipino patient-based approach that incorporated identified factors associated with patient satisfaction in Tertiary DOH Hospitals in the Philippines.                             METHODS. The study involved two phases. Phase 1 included a qualitative survey on two randomly selected public tertiary hospitals using the eclectic concepts of phenomenology and thematic analysis. This phase was concluded with a construction of a Patient Satisfaction Survey tool. Phase 2 was validation of this tool to four randomly selected public tertiary hospitals.                                                                                                                                                         RESULTS. In Phase 1,104 respondents underwent the qualitative survey in which eight principal patient areas were identified namely: admission process, room, nurses, doctors, laboratory, radiology, pharmacy and discharge process. Categories under each were also identified. Phase 2 revealed that the tool constructed in Phase 1 had an excellent overall internal consistency (Cronbach's alpha of 0.96).                                                                               CONCLUSIONS. The product of this research is a validated self-administered Patient Satisfaction Tool which can be given to patients being discharged in tertiary hospitals in the Philippines. The tool may be validated to Level 1 hospitals so that it encompasses all levels of hospitals. Because of policy implications, the tool may be administered every year.