Patients’ preferences for primary care clinic and provider characteristics and services during the COVID-19 pandemic: A cross-sectional study

ABSTRACT

Introduction@#The Universal Health Care Law in the Philippines brought cost and quality at the forefront of the healthcare industry, ensuring all Filipinos have the right to health. With family medicine physicians as implementers, it is important to know what the patients/ consumer wants for their clinic. But during the pandemic, challenges were laid bare, highlighting how the health care sector should respond to the country’s health care needs.@*Objectives@#The study aimed to determine patient preferences for primary care clinics and provider characteristics among patients and caregivers from a community-based clinic chain in Cavite and Taguig City@*Methods@#A descriptive, cross-sectional study was conducted among 168 patients who consulted two private primary clinics in Cavite and Taguig in December 2021. After a comprehensive literature review and pilot study, a self-administered survey questionnaire was utilized. Data as frequencies and percentages were analyzed@*Results@#Preferences for primary care clinics were well-equipped clinic, safety protocols, PPE for the healthcare team, pleasing/ accommodating receptionist, separate area for patients with covid like symptoms, located within their community (< 1km away), 15-30 mins waiting time, and morning visit. Top preferences for provider characteristics were physicians who do careful examination and history, spoke in layman’s terms, rational prescription of drugs/tests, trustworthy, with <5 years of experience, 4- 8 clinic hours and to be seen by only one doctor. A pharmacy and x-ray/ultrasound, face to face consultation, affordable services, and consultation fees less than PhP500 (10 USD) were also preferred.@*Conclusion@#This study revealed that the patients’ preference was affected by the pandemic. Results showed that even as there are existing studies, it can change depending on the circumstances, and must change with the times in order to move forward. Taking into consideration these preferences is vital for the survival of the primary care clinic.