Development of a Patient Satisfaction Tool for Tertiary Hospitals in the Philippines: the Filipino Patient-Based Approach*

Paulo Maria N. Pagkatipunan

Department of Ophthalmology and Visual Sciences, College of Medicine and
Philippine General Hospital, University of the Philippines Manila


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 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.

Key Words: patient satisfaction tool, thematic analysis, qualitative survey, hospital satisfaction survey, Filipino