Background: Patient satisfaction is an important component in the quality of medical care. Objectives: 1. To develop and validate a Filipino version of the Patient Satisfaction Questionnaire (PSQ-18) to assess patient satisfaction. 2. To determine the factors affecting the level of patient satisfaction at the MDH-DFCM Outpatient in the following domain: general satisfaction, technical quality, interpersonal manner, communication, financial aspect, time spent with doctor and accessibility and convenience using the preliminary data from the pilot study of the Filipino version of PSQ-18. 3. To describe the socio-demographic characteristics of patients consulting at the MDHDFCM OPD Clinic in April and September 2010. Methodology: This was a descriptive study using the survey methodology in 108 patient seen in MDH-DFCM OPD Clinic in April and September 2010 utilizing the developed and validated Filipino version of PSQ-18. Responses were checked for internal consistency and reliability using Chronbach's alpha. Resutts were analyzed by tabulating the mean of the level of satisfaction by domain/subscale of the questionnaire and by patient characteristics. Results and Conclusion: In this development and validation phase of the study, results showed that the highest level of satisfaction was seen among patients belonging to the age group 51 to 60 years old, with a mean of 4.37 (SD =0.36). The mean level of satisfaction between males (4.26) (SD = 0.32) and females (4.23) (SD = 0.30) did not vary greatly. The highest mean level of satisfaction was observed among the widows (4.33), followed by those who were married (4.26) and among those who were single (4.26). A higher mean level of satisfaction is observed among the grade school graduates (4.37) compared to the college graduates (4.20). Among the domains of patient satisfaction, the item on manner was excluded, since it had a low internal consistency. Communication had the highest mean of 4.22. The levels of patient satisfaction was high as reflected by its mean of 4.22. The levels of patient satisfaction in the different domains were high with the following averages: 4.06 for general satisfaction, 4.18 for technical quality, 4.42 for interpersonal manner, 4.30 for communication, 4.24 for financial aspects, 4.27 for time spent with the doctor and 4.23 for accessibility and convenience.
PATIENT SATISFACTION

Patient satisfaction with nursing care is an evolving concept and needs further definition and development within the nursing discipline. Consonance Theory of Patient Satisfaction is a proposed theory that was deductively derived through critical review of existing literature on patient satisfaction with nursing care. The basic tenet of this proposed theory states that patient satisfaction is the outcome of the consonance between the patients’ expectations of care and actual care received from the nurse which eventually influences the patients’ health-related outcomes and the institution’s quality of care. This theory recognizes the active role of the patient and the nurse, as well as, their harmonious interaction to achieve their shared goal of none other than patient satisfaction. Hence, this suggested theory provides a pragmatic way of understanding and achieving patient satisfaction as it relates to nursing care.
Patient Satisfaction

Background: Telegenetics has been a very useful platform to continue the different services offered by the clinical genetics team especially during the COVID-19 pandemic, when this mode of care had been maximized. Objective: This paper aimed to present the process of telegenetics in a tertiary hospital and the feedback for this service through patient satisfaction surveys. Methods: Telegenetics consultation is divided into three phases: pre-consultation, consultation, and post-consultation. Patient satisfaction in the delivery of genetics services were obtained through a survey answered by patients/caregivers after telegenetics consultation. Ratings of patient satisfaction on telegenetics consultation during the pandemic (September 2020 to February 2021) were compared from that of face-to-face consultations before the pandemic (September 2019 to February 2020). Results: In 2020, there were a total of 1,228 consultations made via telegenetics. Of which, 319 consultations were for the metabolic service, 138 for dysmorphology, 207 for genetic counseling, and 564 for dietary counseling. New patients comprised 13.84% of the consultations and 86.16% were from follow-up patients. In 2021, there were a total of 3,124 consultations made via telegenetics. Of which, 617 consultations were for the metabolic service, 688 for dysmorphology, 961 for genetic counseling, and 858 for dietary counseling. New patients comprised 12.93% of the consultations and 87.07% were from follow-up patients. Over a period of 6 months, pre-pandemic (face-to-face consultation) and pandemic (telegenetics) patient satisfaction survey results showed no significant difference on the results for both new patient consultations and follow-up patient consultations that is a standard satisfactory rating of at least 3 (satisfactory) on customer satisfaction by more than 70% of the respondents. Conclusion Patient satisfaction ratings on the utility of telegenetics was comparable to that of face-to-face consultations. Its use has shown benefits like cost-effectiveness, time efficiency, improved accessibility, and psychological benefits as some patients fear a hospital setting during the pandemic. It also has limitations like possible technical difficulties during consultations and limited opportunity for physical examination, establishing rapport, and exploring psychosocial issues. Hence it is important to consider the possibility of a telegenetics consultation as an alternative to a face-to-face consultation.
Patient Satisfaction

Background: Telegenetics has been a very useful platform to continue the different services offered by the clinical genetics team especially during the COVID-19 pandemic, when this mode of care had been maximized. Objective: This paper aimed to present the process of telegenetics in a tertiary hospital and the feedback for this service through patient satisfaction surveys. Methods: Telegenetics consultation is divided into three phases: pre-consultation, consultation, and post-consultation. Patient satisfaction in the delivery of genetics services were obtained through a survey answered by patients/caregivers after telegenetics consultation. Ratings of patient satisfaction on telegenetics consultation during the pandemic (September 2020 to February 2021) were compared from that of face-to-face consultations before the pandemic (September 2019 to February 2020). Results: In 2020, there were a total of 1,228 consultations made via telegenetics. Of which, 319 consultations were for the metabolic service, 138 for dysmorphology, 207 for genetic counseling, and 564 for dietary counseling. New patients comprised 13.84% of the consultations and 86.16% were from follow-up patients. In 2021, there were a total of 3,124 consultations made via telegenetics. Of which, 617 consultations were for the metabolic service, 688 for dysmorphology, 961 for genetic counseling, and 858 for dietary counseling. New patients comprised 12.93% of the consultations and 87.07% were from follow-up patients. Over a period of 6 months, pre-pandemic (face-to-face consultation) and pandemic (telegenetics) patient satisfaction survey results showed no significant difference on the results for both new patient consultations and follow-up patient consultations that is a standard satisfactory rating of at least 3 (satisfactory) on customer satisfaction by more than 70% of the respondents. Conclusion Patient satisfaction ratings on the utility of telegenetics was comparable to that of face-to-face consultations. Its use has shown benefits like cost-effectiveness, time efficiency, improved accessibility, and psychological benefits as some patients fear a hospital setting during the pandemic. It also has limitations like possible technical difficulties during consultations and limited opportunity for physical examination, establishing rapport, and exploring psychosocial issues. Hence it is important to consider the possibility of a telegenetics consultation as an alternative to a face-to-face consultation.
Patient Satisfaction

Patient feedback is a crucial component of health care improvement. It is recognized globally, with client satisfaction rate being one of the impact indicators of the 8-point agenda of the Philippine Department of Health (DOH).1 At the Southern Philippines Medical Center (SPMC), we value patient feedback. We conduct regular surveys to gather feedback on our various services. Our Public Assistance and Complaints Desk not only handles patient complaints about facilities and services but also facilitates actions based on this feedback. SPMC hosts patient groups, typically composed of individuals battling chronic conditions like diabetes, asthma, and hypertension. These groups meet regularly, providing invaluable suggestions on how we can enhance the services they receive. Today’s patients are more conscious than ever about the quality of public services and their right to access them. They seek not just medical outcomes, but a satisfying experience that includes safe and comfortable facilities, efficient services, and pleasant interactions with health care personnel. Patients today are quick to voice their complaints about services, facilities, and health care personnel, often turning to social media. While this platform offers little chance for health care institutions to defend themselves, it provides an opportunity to listen, learn, and improve. Health care institutions should engage patients in advisory boards or patient panels to translate feedback into service improvements. We must use feedback channels, including social media and apps, to refine our services. While patient satisfaction is important, our goal is to improve patient outcomes. Patients should be informed about these efforts to reinforce the patient-centric nature of our services. Patient feedback ensures our health care system meets patients’ needs. It is the most valuable measure of our success. It is essential in the health care industry as it helps us shape a better health care system. It drives us to improve for the sake of every patient who walks through our doors.
Patient Satisfaction

No abstract available.
Humans ; Patient Satisfaction*

Recent scientific findings on the perception of facial attractiveness coupled with technological advances in computer imaging make it possible to measure the facial characteristics that may be associated with specific judgments of facial appearance. These new methods can be used to produce psychometric norms of facial attractiveness which potentially could supplement the conventional population norms or averages used currently in orthodontic treatment planning. It is hypothesized that consideration of psychometric norms will enhance doctor-patient communication and lead to greater patient satisfaction at the completion of orthodontic treatment.
Judgment ; Patient Satisfaction ; Psychometrics

BACKGROUND: Teaching clinics provide low-cost health programs while offering valuable learning opportunities for student clinicians, which then contributes to increasing health care accessibility. To date, there is a paucity of literature exploring the satisfaction of patient seen in rehabilitation teaching clinics in developing countries. Thev Service Quality (ServQual) Scale is a valid and reliable tool that has been used to measure client satisfaction in different work settings and industries.

OBJECTIVES: The aim of this study was to demonstrate the usefulness of ServQual in measuring the satisfaction of clients in a rehabilitation teaching clinic in a developing country.

METHODOLOGY: A cross-sectional survey was conducted for three months among CTS-AA (Clinic for Therapy Services- Adult and Adolescent Section) clients who are at least 18 years old; have attended at least three sessions; and can read. Prior to administration in CTS-AA, the ServQual scale was translated to Filipino, validated and pilot tested for reliability.

RESULTS: Thirty-two respondents were included in the analysis. there was no statistically significant difference between the expectation and the perceptions of the clients for the domains of reliability (z=1.799, p=0.0721), responsiveness (z=0.839, p=0.4013), assurance (z=1.914, p=0.0556) and empathy (z=1.772, p=0.0764). However, there was a statistically significant difference between the clients' perception and expectation for tangibles (z=4.117, p<0.0001) and between the overall client perception and expectation (z=4.086, p<0.0001).The overall ServQual score for CTS-AA is -0.3782.

CONCLUSION: The ServQual has been shown to be useful in assessing the satisfaction of clients in rehabilitation clinics and the specific areas that needs improvement. The tool can still be further improved by including items on cost, relationship of students with supervisors and outcomes of treatment.

Background: Patient satisfaction is one of the essential components of quality healthcare. Patient satisfaction surveys have gained increasing attention as essential sources for identifying gaps and developing an action plan for quality improvement in healthcare organizations. Objective: To determine the factors affecting the level of patient satisfaction in the Outpatient Department of Cagayan Valley Medical Center. Methods: Descriptive correlational research design, 400 respondents were included. Instrument used was a validated questionnaire. Data were entered and analyzed through SPSS v. 22.0. Means, standard deviations, frequency counts, percentages, and Pearson r were used. Results and Discussion: The mean age of the respondents is 38.27 (±15.04). Majority are females. Most come from the Province of Cagayan; Majority are unemployed and were high school graduates. Department of Internal Medicine registered the highest number. Majority visited the OPD for about 1-3 times. Five out of six under Registration Process were good, except for waiting time at the clinic with poor evaluation. Nursing Care, Physician Care, and The Doctor’s Attitude towards You indicators were very good. Testing Services were good. Information was assessed as satisfied in 2 out 3 indicators and very satisfied in one indicator. For the overall satisfaction, the respondents were satisfied of the outpatient service. Age was positively correlated to Nursing Care, Physician Care, The Doctors Attitude towards You, and Overall Satisfaction. The frequency of OPD visit was found out to be positively correlated to Nursing Care, Physician Care, Doctors Attitude towards You, and Overall Satisfaction. However, the frequency of OPD visit was negatively correlated to the registration process. Conclusion The Satisfaction with Out-Patient Service survey tool comprehensively covered the registration process up to end of consultation in the Out-Patient Department. It is a powerful tool that could be used by the hospital management in improving its services.
Patient Satisfaction ; Nursing Care

In evidence-based family practice, we place great emphasis on shared decision-making with the goal of helping patients make informed decisions about their care and subsequently to improve patient health outcomes. Appropriate decision-making in family practice is affected by information delivery and patient education and interpersonal clinician-patient communication. Effective communication is essential for improved health outcomes, adherence to treatment and patient satisfaction. Informed patients are more likely to participate actively in their care, make wiser decisions, come to a common understanding with their physicians, and adhere more fully to treatment. Communicating evidence can transform a physician-dominated relationship into one that is patient-centered relationship. Techniques to improve patient communication have been associated with greater satisfaction especially when patients are involved in the decision-making process. Research about medical evidence in a particular clinical encounter has shown equally important elements: a) expertise of the provider; b) medical evidence; and c) the patient’s preferences, goals and concerns. These elements though separate, but when combined, results to a well-informed medical decision emphasizing the role of medical evidence in future communication and patient-engagement activities. Models of patient-centered communication are recommended.
Family Practice ; Patient Satisfaction