Client feedback is an integral part of the health care system’s quality and effectiveness. In health care operations, it is paramount as it serves as a vital tool for continuous improvement, ensuring patient-centric care delivery, and fostering trust and accountability within the health care system. Client feedback helps shape up new and existing policies and is, therefore, highly valued, considered, and acted upon. In health care institutions such as the Southern Philippines Medical Center (SPMC), incorporating client feedback into policy-making enhances health care operations and aligns services with patient needs and institutional goals. In SPMC, the Hospital Client Experience Survey is the primary feedback mechanism by which clients, both internal and external, can voice their opinions, concerns, and suggestions regarding its personnel, processes, and structure. Through directives from the Anti-Red Tape Authority (ARTA)1 and the Department of Health (DOH),2 SPMC uses the Hospital Client Experience Survey Tool (HCES) to enhance service delivery. Public Assistance and Complaints Desk (PACD) Officers conduct monthly surveys across 200 hospital areas. Each area expects 5 to 30 responses, based on a calculation by the HCES Online Report Generator (ORG). PACD officers actively engage staff within their designated areas, encouraging their participation in survey distribution per transaction and motivating clients to provide feedback during specified survey days. Highlighting the significance of these surveys, PACD Officers emphasize the invaluable insights gained from diverse client responses, which ultimately shape and validate the impact of service delivery initiatives within the hospital. At the end of each quarter, PACD officers analyze data using the HCES-ORG, collate comments and commendations, verify the accuracy of HCES results, and then post them for viewing by the different departments within the institution. Exceptional staff commendations are documented in the quarterly HCES results publication, prominently displayed within the hospital. These commendations contribute to individual performance evaluations. If a staff member receives negative feedback on the HCES form, their unit manager receives a photocopy of the form and may implement disciplinary action or enroll the staff in customer service seminars hosted by the Professional Education and Training Department (PETD). Consistent negative feedback over three consecutive months may trigger appropriate improvement plans or corrective actions among individual staff or even entire departments. The infographic displays the reports from the HCES for the first to the fourth quarters of 2023. Clients’ feedback comprises three domains: personnel, processes, and structures. Personnel covers attitude and character, processes involve system and organization, and structures include facilities and equipment. The feedback includes both positive and negative comments, with recommendations also identified. The HCES consists of statements rated on a scale from 1 (strongly disagree) to 5 (strongly agree). For this infographic, we computed the mean satisfaction scores for each domain and the proportion of clients who reported satisfaction with the service and timeliness of service they received. To summarize the recommendations from the HCES, we utilized the artificial intelligence (AI) chatbot-powered search engine Perplexity AI. We uploaded the recommendations in spreadsheet format and prompted Perplexity AI to "Summarize, in bullets, the recommendations into three categories: personnel, process, and structure," and then to "Count the times each of those summarized comments were mentioned in the file." We used the response of Perplexity AI to illustrate the results as a word cloud, with the sizes of the words in the cloud proportional to the frequency of mentions. In the HCES, the most frequently mentioned suggestion was to provide additional staff. Other suggestions included maintaining clean and functional restrooms, and improving overall cleanliness and sanitation. Infrastructure-related suggestions focused on better ventilation, air conditioning or fans, expanding wards and watchers’ areas, adding more hospital beds and chairs, ensuring a consistent water supply, and providing necessary diagnostic and therapeutic equipment and medicines. Process-related recommendations focused on reducing service delivery turnaround time, prioritizing senior citizens, PWD, and pregnant patients, improving billing and laboratory services, optimizing operation scheduling, and enhancing staff communication and coordination between and among offices. Personnel-related suggestions included improving staff interaction with patients, providing staff training, ensuring staff safety, and performing diligent patient checks. Client feedback helps SPMC retain positive responses, optimize health care delivery, and serve clients better through ongoing renovations, reorganizations, and transformations, affirming its vision of quality service.
Feedback ; Patient-Centered Care

BACKGROUND

In Family and Community Medicine (FCM) residency training, the biopsychosocial approach to care was translated to a teaching strategy and cognitive framework called patient-centered, family-focused, and communityoriented (PFC) lens. However, the PFC lens documented in a matrix has no evidence of its implementation acceptability and appropriateness for the users in the FCM training program.

To determine the acceptability and appropriateness of the integration of the PFC lens in the Ortho- Geriatrics Fracture Liaison Service (OG-FLS) in applying the family medicine principles and achieving family practice required competencies of the residents in a tertiary hospital FCM training program.

A cross-sectional survey was conducted using a 15-item self-administered pre-tested online questionnaire to gather feedback and experiences on the PFC lens integration. Answers to open-ended questions were coded and analyzed with MaxQDA and synthesized into themes while numerical rating scales were analyzed with Microsoft Excel into means and standard deviation.

Nineteen residents answered the questionnaire. There were 47 OG-FLS patients referred to the service. Overall, the acceptability of the approach among FCM residents had an average score of 9.26 (SD ± 0.99) while appropriateness was rated 9.26 (SD ± 1.09) with 10 points as the highest score. The competencies achieved reported by residents were communicating effectively, collaborating with interprofessional teams, demonstrating clinical competence, and practice of biopsychosocial approach.

The PFC lens integration in OG-FLS is acceptable and appropriate in the practice of multidisciplinary care in the in-patient setting among FCM residents. Its integration is aligned with the expected competencies of a family physician that trainees can apply in future practice.

Background and Objectives: Person-centered care aims to involve people in making decisions for their health care. The Canadian Occupational Performance Measure (COPM) is an easy-to-use functional assessment scale that can facilitate person-centered care. However, cultural nuances and individual differences in English proficiency may affect the administration of the original tool. This study translated and adapted the COPM to Filipino. Methodology: Two translators independently translated the COPM to Filipino. A multidisciplinary expert panel reviewed the translations and composed an initial Filipino version. The initial Filipino version was translated back to the source language. A second expert panel meeting produced a pre-final Filipino version of the tool. Pre-test and cognitive interviews followed, and revisions were made to generate a final version of the tool. Results: The expert panel discussed issues such as preservation of the original thought, understandability to the local population, consistency with the terms used, and avoidance of redundancy during the evaluation of the proposed translations. Meanwhile, analysis of cognitive interviews revealed that despite the issues encountered in some of the translated words, the participants found the adapted version to be generally understandable and easy to follow. The semi-structured interview format also allowed elaborated assessment and goal setting for self-care, productivity, and leisure. Conclusion Findings of this study suggest the potential usefulness of the Filipino version of the COPM in further facilitating person-centered goal-setting in the Filipino context. Future studies are warranted to examine the psychometric properties of the instrument for use in specific client groups, conditions, or settings.
Patient-Centered Care

Background: Dementia is a chronic progressive disease that ultimately affects the patient’s quality of life. It is therefore important to manage and treat patients with the disease holistically, addressing other factors such as the patient’s lifestyle, family problems and even economic strains. Objective: This meta-analysis was conducted to determine the effectiveness of a patient-centered intervention among patients with dementia as the primary objective. Methods: A meta-analysis of studies was done on elderly patients diagnosed with dementia undergoing usual care or patientcentered care. Eligible studies for the meta-analysis were searched on electronic databases of Pubmed, Cochrane, Grey Literature and by cross referencing. Three review authors independently carried out all aspects of study selection, ‘risk of bias’ assessment and data extraction. RevMan 5 software was used in the analysis of gathered data. Results: Results in favor of patient centered care interventions were seen in the studies. In the analyses of 3 studies pertaining to the improvement of quality of life as measured by QUALID, QOD AD and EURO QL scale, the combined results were noted to favor the intervention over the control. Pooled results showed effectiveness favoring PCC intervention as compared to usual care (mean difference: 0.26, 95% CI: -1.31, 0.80), though not statistically significant. Conclusion Patient-centered care intervention is effective in improving the quality of life of patients with dementia. PCC should be initiated whenever possible from the time of dementia diagnosis and through the stages of the diseas
Patient-centered care ; dementia

Background: Tuberculosis (TB) Patient Support Groups (PSGs) are important in strengthening gender dimensions of TB response because gender-blind strategies aggravate the impact of gender inequalities in TB disease elimination. The study aimed to describe the patterns in issues and challenges faced by TB patients as women, men, or Lesbian/Gay/Bisexual/Transgender/Queer/Intersex (LGBTQI); as well as the potentials and program support needs of TB PSGs using the sociological and demographical gender lenses. Objectives: The objective of the study is twofold: to describe the issues, situations and challenges that are faced by the TB patients as women, men, or LGBTQI and; determine the challenges, potentials and program support needs of the TB PSGs using the gender lens. Methodology: Through purposive and maximum variation sampling, a total of 35 respondents — 46% women, 31% men, 23% LGBTQI from Luzon, Visayas, Mindanao and National Capital Region – participated in the study. They completed questionnaires with closed and open-ended questions, and were interviewed for validation. Quantitative data described proportions of variables stratified according to gender. Qualitative data were analyzed through Grounded Theory approach of open coding, axial coding, and selective coding towards themes, theories and logic diagrams. Central to the research design was Transformative Mixed Methods to incorporate social justice and community participation. Results and Conclusion Unique gender themes in mental health and human capital, as well as gender-targeted case finding framework, were revealed. Moreover, social constructs on gender roles and catastrophic costs associated with Tuberculosis were perceived as major impediments to TB treatment completion. Results of this study may be used for development of policies and models for TB services with focus on gender, human rights and patient-centeredness.
Tuberculosis ; Patient-Centered Care ; Gender Identity

The paper describes The Narrative Communication Model of Hope Seeking Intervention developed by the authors as an approach to help clients to have individually specific hope experiences. The Model is founded upon the existential conceptualization of hope that views hope as subjective, unique experiences of meaning and processes. The Model has been developed based on the findings both in the literature and the authors' work on the nature of hope and hope experiences and integrating the concept of hope as subjective meanings and experiences, the processes of story-telling and the concept of narrative configuration as a way to engage in person-specific experiences, and person-centered communication. The results of the experiences with the application of the model in a study are used to clarify the model further. The Model incorporating story-telling and narrative construction through person-centered communication is identified in three components–the story-telling, the narrative intervention, and the communication components. These components are processed as an intervention to culminate into person-specific hope experiences in which active participation of clients as the story-teller and of interventionist as the communicative facilitator is required to produce narratives of hope with individual specific thematic plots that become the basis for hope experiences. The application of the Model has shown positive outcomes in clients with successful seeking of own hope experiences. The success of the Model application seems to depend upon interventionists' understanding of the model and the competency with the application of person-centered communication strategies.
Hope* ; Individuality ; Models, Theoretical ; Narration ; Patient-Centered Care

OBJECTIVES: This study aimed to identify factors associated with initiation and adherence of osteoporosis medication from a patient perspective. METHODS: A web-based survey was developed based on health behavior theories. Descriptive analyses were conducted for all survey items. Analyses in a structural equation modeling framework were conducted to identify factors associated with treatment initiation and adherence. RESULTS: Five hundred forty-five women completed the questionnaire. A majority were currently receiving medications for osteoporosis (n = 376, 69.0%) and 25.0% of these patients (n = 94) were considered adherent to their treatment. Knowledge was strongly associated with osteoporosis treatment initiation (standard error [SE], 0.58). Greater knowledge of disease was associated with increased likelihood of initiating medication. Medication complexity (SE, 0.49) and perceived susceptibility to fracture and loss of independence (SE, −0.37) were also associated with initiation. Perceived barriers (SE, −0.85) such as inconvenience, lack of efficacy and financial burden were observed to be the greatest obstacle to adherence. The greater the perceived barriers, the less likely patients were to adhere to medication. Patients' perception of self-efficacy (SE, 0.37) also affected adherence. The greater the patient perception of ability to independently manage their medication, the more likely they were to adhere to the medication. CONCLUSIONS: Different factors were found to be associated with initiation and adherence of osteoporosis medication. Patient knowledge of their disease and the perception of barriers were found to be the most influential. Empowering patients with the knowledge to better understand their disease and decreasing the perception of barriers through education initiatives may be effective in improving patient outcomes.
Education ; Female ; Health Behavior ; Humans ; Japan* ; Osteoporosis* ; Patient-Centered Care

Humans ; Sleep Apnea, Obstructive/therapy* ; Patient-Centered Care

PURPOSE: This study was designed to explore the perceptions of quality nursing care among nurses. METHOD: The data were analyzed using content analysis. The data were collected from 19 nurses who worked at diverse clinical areas in 8 general and university hospitals with over 400 beds. RESULT: 1. The attributes of quality nursing care were categorized into 7 hierarchies in the order of 'caring' (40.65%), 'specialty' (29.03%), 'nurse attainments' (15.48%), 'patient- centered nursing management' (6.45%), 'sincerity' (5.16%), 'kindness' (2.58%), 'satisfaction' (0.65%). 2. The concept of quality nursing care were defined as 'giving a satisfaction both to patients and nurses through patient-centered nursing management with specialty and caring in the ground of the kindness and sincerity'. CONCLUSION: Based on there findings, we suggest that the study results should be used for development of a quality assurance tool in nursing practice, patient care in hospital setting, education of nurses and nursing students. In addition, further repeated studies need to be conducted.
Education ; Hospitals, University ; Humans ; Nursing Care* ; Nursing* ; Patient Care ; Patient-Centered Care ; Students, Nursing

BACKGROUND: To date, the medical environment has been undergoing continual changes. It is therefore imperative that clinicians recognize the changing trends in the degree of patient expectations for patient-centered care. We conducted this study to examine changes in the degree of patient expectations for patient-centered care and the related socio-demographic factors in a primary care setting over a 5-year period. METHODS: We evaluated patients' attitudes toward patient-centered care using the Patient-Practitioner Orientation Scale, which provides 'sharing' and 'caring' scores. The study included 359 and 468 patients in phase I (March-July, 2005) and II (March-July, 2010). We also examined the relationship of their changes to their socio-demographic factors. RESULTS: In phase II, as compared with phase I, the 'sharing' score was higher (3.67 +/- 0.68 vs. 3.82 +/- 0.44; P < 0.001) and 'caring' one was lower (4.01 +/- 0.57 vs. 3.67 +/- 0.58; P = 0.001). Further, 'sharing' and 'caring' scores were associated with age, monthly income, education level, marital status, and the functional health status of patients. CONCLUSION: These results would be of help for providing patient-centered care for patients because it makes clinicians are aware of the degree to which patients' expect it.
Education ; Humans ; Marital Status ; Patient-Centered Care* ; Physician-Patient Relations ; Primary Health Care*