Impact of improved primary care on patient satisfaction: Results of a pilot study in the University of the Philippines

Regine Ynez H. De Mesa, Cara Lois T. Galingana, Jose Rafael A. Marfori, Mia P. Rey, Nannette B. Sundiang, Jayson T. Celeste, Leonila F. Dans, Antonio Miguel L. Dans and Jesusa T. Catabui

International Journal of Health Planning and Management, 2019, vol. 34, issue 4, e1651-e1660

Abstract: Primary care is generally perceived by the public as an inefficient, low‐quality source of health care in the Philippines. Taking a toll on local health policies, the repercussions of these views warrant a more holistic approach in understanding patient experience. This paper evaluates the impact of strengthening primary care services on patient satisfaction at the University of the Philippines Health Service (UPHS). A prevalidated 16‐item, 5‐scale questionnaire was distributed to 200 eligible patients at the start of the study in 2016 and then again in 2017. A significant increase of highly satisfied patients in 13 of 16 questionnaire items was recorded after primary care services in the facility were strengthened. The highest satisfaction scores were reported for overall wait times, coordination of care, and health advice. Our findings suggest that improvements in primary care services through digitalizing health records, financing laboratory and pharmaceutical services, and retraining staff accounts for significant improvements in patient satisfaction. This ultimately bears potential for better clinical outcomes in form of patient retention and long‐term care.

Date: 2019
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