Table of Content

Table of Contents i

Abstract ii

Chapter I

Introduction

Background of the Study

Identification of the Problem

Purpose Statement

Objectives or Research Questions

Assumptions

Limitations

Definition of Terms

Significance of the Study

Chapter II

Theoretical Framework

Conceptual Framework

Review of Related Literature

The Problem

Statement of the Problem

Scope and Limitation

Significance of the Study

Definition of Terms

Research Methodology

Research Method
 Research Instrument

Research subjects

Research Locale

Statistical Treatment of the Data

Data Gathering Procedure

Organization of the Study

Chapter II Presentation, Interpretation and Analysis of Data

Profile of the patients of Canlaon District Hospital in terms of their age

Profile of the in-patients of Canlaon District Hospital in terms of their

Educational attainment

Profile of the In-Patients of Canlaon District Hospital in terms of their Monthly

Income

Level of Satisfaction of male In-Patient of Canlaon District Hospital

Level of Satisfaction of male In-Patient of Canlaon District Hospital

Common Problems encountered by the In-Patient of Canlaon District Hospital

with the recommendations raised by the respondents

CHAPTER III Summary of Findings, conclusions and Recommendations

Restatement of the Problem

Findings

Conclusions

Recommendations

Bibliography

References

Appendices

Appendix A: Findings and Recommendations

Appendix B: Statistical Technique

Table of Interpretation

Appendix C: Patients Questionnaire

Survey Letter

Appendix d: Curriculum Vitae

 CHAPTER 1

INTRODUCTION

Hospital is a charitable institution for the needy, aged, infirm, or young, as defined

in the Merriam-Webster’s Collegiate Dictionary. Further, it was stated in Oxford

Advanced Learner’s Dictionary that a hospital is a large building were sick or

injured people are given medical treatment and care. So, hospitals are very

important. In health care, many needs and necessities are rapidly emerging, and

whatever these needs are, they have to be catered and satisfied. Health care is in

constant change. Besides changes in medical practices itself, finance, insurance,

Medicare regulations change regularly (Types of Health Care Management

Theories by Jared Lewis © 2001-2006). Now, what do hospitals should have in

order to cater the needs of the patients?

There are various developments in Medicare facilities and health management

today. Many guidelines based on theories were made on how to develop a good

health care management particularly in hospitals (James Rickert 2012). One of the

theories is Patient-Centered Management Theory. The effectiveness of a hospital

or other health care facility is dependent upon the type of health care management

theory it subscribes to how well that theory is implemented (Types of Health Care

Management Theories by Jared Lewis © 2001-2006).

Hospitals must create a safe environment for patients. It must be conducive for the

fast recovery of illnesses. There are various programs that were launched to

improve hospital service to give satisfaction to patients. Now how can patients be

satisfied? What are the needs of patients? What matters most to the patients? These

are just few of the questions that need to be emphasized and answered.
Patients are the main reason why health care exist (Bosch, Marjie C. et.

Al:/Planning an Studying Improvement in Patient Care: The Use of Theoretical

Perspectives), therefore patients need the highest attention in health care.

This study was able to gather information from patients regarding their perception

in the services that they received from the hospital. Perception according to Oxford

Advanced Learner’s Dictionary is the way you notice things, especially with the

senses, especially the senses, it is the ability to understand the true nature of

something, an idea, a belief or an image you have as a result of how you see or

understand something. Patients perception in this research refers to the opinions of

patients in connection to the services they received or enjoy in the hospital. This

research is conducted to find answers on what hospitals may do to provide in order

to cater the needs of the patients, in order to give them quality service.

BACKGROUND OF THE STUDY

The Research is conducted at Canlaon District Hospital in Canlaon City

The Blue Indicator Points the Location of Canlaon District Hospital in Canlaon

City

The subjects of this research were ether inpatients of Canlaon District Hospital in

Canlaon City Negros Oriental. Specifically, it consisted of 50 respondents, 25

males and 25 females from 18 years old and above. No minors were included in

the study to ensure reliability of the information being gathered.

STATEMENT OF THE PROBLEM

This study aims to determine the perception of the in-patients towards the services

offered in Canlaon District Hospital. Specifically, it sought to answer the following

sub-problems.

1. What is the In-Patients' profile in terms of;

1.1 age,

1.2 gender,

1.3 educational attainment, and

1.4 income background

2. What are the In-Patients' perceptions of the services offered by Canlaon District

Hospital when it comes to:

2.1 diagnostic testing,

2.2 prescriptions

2.3 hospitalization,

2.4 referrals, and

2.5 doctor-patient relationship like such as good communication and empathy?

3. What are the common problems encountered by the patients with the hospital

services stated above?

4. What are the insights or recommendations viewed by the patients to solve the

problems met?
 Theoretical Framework

According to James Rickert 2012 on his study Patient-Centered are: What it means

and how to get there, patient-centered care improves patients' clinical outcomes

and satisfaction. Patient-centered practitiooners focus on improving different

aspects of the patient-physician interaction by employing measurable skills and

behaviours. This type of care can be employed by physicians in any specialty, and

its effective across disease types.

One of the basic tenets of patent-centered care is the idea that patients know best

on how wekl their care provider are meeting their needs, and it’s the patients' view

of his or health care delivery that correlates with the outcome of satisfaction. The

second fundamental aspect of a patient-centered care concerns the relationship

between health care providers and their patients. Health care providers are

sometimes blamed by their patients in cases of inability to diagnose the problems

while physicians and their advocates point the patients for not following

instructions.

In summary, patient-centered care is method of care that relies upon effective

communication, empathy, and feeling of partnership between doctor and patient to

improve patient care outcomes and satisfaction, to lessen or reduce unnecessary

cost.
 Theoretical Framework

James Rickert: Patient-Centered Management Theory

Factors that can affect or influence Patient Satisfaction in

Hospitals

Personal Relationship of Patients and doctors, Good Doctor-

Patient Communication, Empathy of doctors towards Patients

Decrease of Diagnostic Testing, prescriptions, hospitalizations,

referrals and the unnecessary cost

Patient Satisfaction

Figure 1. Theoretical Framework of the Study

 CONCEPTUAL FRAMEWORK

Patients' perceptions of quality of care and their satisfaction with quality of care

may affect health outcomes (Crow, et. al., 2002; Wilde Larson and Larson, 2009).

The researchers identified two variables that can affect the variedness of patients'

perception. First, are the dependent variables Diagnostic Testing, Perceptions,

Referrals, Hospitalization, Doctor-Patient relationship. Second, are the dependent

variables which include Age, Gender, and Socio-economic of the Patients in terms

of their educational attainment and income background.

The process of the study is shown in the conceptual framework; the researcher took

first the patients profile that can affect the way of perceiving the effectiveness of

the services offered by CANLAON DISTRICT HOSPITAL. The perception they

have can be explained by the problems they have encountered with regards to the

services they received. Thus determine the degree or rate of satisfaction they have

with the services of CANLAON DISTRICT HOSPITAL.

Patients' perceptions of quality care also affect their overall health behaviour after

discharge, positive ratings of quality service and seems to be correlated with

having no hesitation about re-visiting the same hospital ward (Wilde Larson and

Larson, 2009)
 ASSUMPTIONS

The researcher assumed that the term "Patient Perception" in the title of this study,

Patients' Perception of the Services offered in Canlaon District Hospital. refers

directly to Patient Satisfaction for whether the perception of the patients towards

the services offered in the hospital is good or bad, it will always be the basis of

their satisfaction. The researcher assumed further that since the hospital mentioned

here is a public hospital then there may be many problems with regards to its

function foe this is the common problem mostly met by public establishments.

Since there is no hospital in the area, then patients' must be satisfied because of the

lack of choice. But still concrete data should be gathered in order to better

understand this subject matter and ensure the validity and reliability of this study.

More assumptions of the researcher are as follows:

1. The researcher assumed the mostly of the In-Patient of Canlaon District Hospital

are of old age, most are of low socioeconomic status in terms of educational

attainment and income. The assumptions made are through the direct observation

of the researcher of the Canlaon District Hospital.

2. The researcher assumed that there are many problems met by the patients of the

hospital.

3. Due to the problems, met by the patients, the researcher assumed that the

patients have many suggestions as ways to improve the services of the hospital.
 Conceptual Framework

Patients’ Perception in the Services offered at Canlaon District Hospital

Services
Patients’ Offered in
Profile CANLAON
DISTRICT
HOSPITAL

Diagnostic
Age Testing or
Consultation

Prescriptions
Problems Met Patients
Gender or Degree of
Encountered Satisfaction

Hospitalization

Educational
Attainment

Referrals

Income
Background

Doctor-Patient
Relationship

Figure 2. Conceptual Framework of the Study

 SCOPE AND LIMITATIONS

This study was limited and only covers the specific hospital, Canlaon District

Hospital in the Guihilngan City, Negros Oriental.

Determining the patients' perception towards the services offered buy the hospital

was the focus of this research. Perception refers to the opinions of the patients in

connection to the services they received or enjoy the hospital. Patients’' perception

as used in this study refers directly to how satisfied the respondents were with

regards to the hospital's services. A total of 50 (25 male and 25 female) in-patients

with the age of 18 years and above. The information needed was gathered using

checklist and researcher made questionnaires, along with the interviews. The

patients' perception that the researcher is trying to find is limited only in the

following services, diagnostic testing or consultations, prescriptions,

hospitalizations, referrals, and doctor patient relationship like good communication

and empathy and the common problems encountered by patients with regards to

the hospital services.

All information and conclusions drawn from this study were obtained purely from

the patients' perception in the services offered in the said hospital.

 SIGNIFICANCE OF THE STUDY

Prevention is better than cure, because we do not really know what will happen to

is. Considering that health is wealth we need services that would free us from

illnesses or to be cured from illnesses. That is the reason why it is important for us

to study the health services provided by the nearest hospital.

Therefore, this study is deemed significant to the following:

Patients this paper may help patients to be aware of the services offered by the

hospital. Every hospital is different this study helps the patients in distinguishing

the varying services and let their compliments be known.

Hospital Management This can give information to the hospital management

about the services that the patients expect from them. They could utilize the

information to make their services better and improve its quality.

Community This study enables the awareness of every reader when it come to the

quality of services offered by their health care provider.

Government The result of this study will help the government in planning put

project that will help in improving the services offered by Canlaon District

Hospital, especially because it is a public hospital.

 DEFINITION OF TERMS

For better understanding and clarification of the terms related to this study, the

following terms are defined operationally and conceptually.

In-Patients or Patients. This refers to the people who are admitted in the hospital.

Patients Perception. This refers to the opinions of the patients in connection to the

services that they received or enjoy during and even after their admission in the

hospital.

Services or Hospital services. This refers to the programs that the hospital ia

offering, e.g. Laboratory test and the like etc.

Canlaon District Hospital. A hospital situated in the City of Canlaon, Negros

Oriental an is the place where the study was conducted.

Diagnostic Testing or Consultation. This refers to the laboratory tests that the

patients underwent while staying in the hospital.

Prescriptions. This refers to the medicines that the doctor prescribed for the

patients to buy.

Hospitalization. This refers to the accommodation that the patients feel and

received while staying in the hospital. This includes the ambiance of the hospital,

facilities, lights, and ventilation, and the entire environment of the hospital.

Referrals. This refers to the cases when the hospital refer their patients in to

another hospital.

Doctor Patient-Relationship. This refers to the way how doctors interact with

their patients. In addition, it is what the patients feel with regards to the treatment

hey received from their doctors.

 CHAPTER II

REVIEW OF RELATED LITERATURE

FOREIGN LITERATURE

A review of related literature relating to the term "patient satisfaction" shows little

research on the topic in late 1960s and 1970s. However, things began to pick up

dramatically in the year 1980s. Between 1980 and 1996, there is a fivefold increase

in the number of articles devoted to this topic. It is worth nothing that most patient-

satisfaction studies are based on patients' experiences over time (C. Carolyn

Thiedke, MD, 2007). In today's health care realm, patient satisfaction is an

important quality outcome indicator of health care particularly in the hospital.

One literature that focuses on the patient itself is the Age Differences in Perception

and Awareness in Emotion. It states that emotional experiences change as the

increases. (Lawton et.al.,1992; Levenson et.al. 1994; Mroczek and Kolarz, 1998).

Another is the Cartsensen's Socioemotional Selectivity Theory (SST) which

suggest that psychological mechanisms account for these age differences in

emotional experiences. According to his theory, awareness of endings promotes

emotional goals, which in turn accounts for older adults' greater focus on positive

afdect (Cartsensen 1995; Catrsensen et al., 1999).

Older patients tend to be more satisfied with their health care (Carolyn Thiedke,

MD, 2007). Emotional perception differed in the old and the young so there must

be an appropriate way on treating patients according to their age.

However there is a contradiction when it comes gender studies, some shows that

women tend to be less satisfied and other studies showing the opposite. (C.

Carolyn Thiedke, MD, 2007).

Most studies have found that individuals of lower socioeconomic status and less

education tend to be less satisfied with the health care they received. However, one

study found that frequent visitors to a family with lower educational status, lower

perceived quality of life, and higher anxiety and depression were more satisfied

with family physician.

LOCAL LITERATURE

The health care system in the Philippines is generally considered patient-centered

just like every health care system in the world. Since the Philippines is a country

where strong family ties is practiced it helps in the development of a patient-doctor

relationship. A Study on Primary Health Care Services in the Philippines by Tessa

Tan-Torres on her Discussion Paper Series No. 95-20 states that the economic

status of a place mainly affects the kind of health care it can provide thus making it

either very conducive for healing while meeting the patients’ satisfaction on the

services that they received or the patients’ are not totally satisfied by the services

because of the kind of health care they had within they’re area.
ORGANIZATION OF THE STUDY

The first chapter covered the problem and its scope, and is composed of theoretical

framework, conceptual framework, review of related literature, and the problem

which has the sub topics such as the statement of the problem, scope and

limitations, significance of the study and the definition o terms. Followed by

another topic, the research methodology which includes research methods, research

instruments, and research subject and the research locale. The last three topics for
 Table 1

Profile of the In-patients of Canlaon District Hospital in terms of their age.

(n=50)

Table 1 shows the age of the in-patients of Canlaon District Hospital

Age of the in-patients of Canlaon District Hospital

Age Range Frequency Percentage

18-25 Years Old 9 18%

26-35 Years Old 5 10%

36-45 Years Old 7 14%

46-60 Years Old 14 28%

60 Years Old And Above 15 30%

Total 50 100%

The researcher identified 50 in patients of the hospital with 25 males and 25

females, all were not minors. Among them, there were nine (9) or 18% who were

18-25 years old, five (5) or 10% belong to 26-35 years old, seven (7) or 14%

belong to 36-45 years old , fourteen (14) or 28% belong to 46-60 years old and

fifteen (15) or 30% were in the ages of 60 and above.

In summary, the table shows that majority of the in-patients of the hospital being

subject to the survey are in the age 60 and above.

 Table 2

Profile of the In-patients of Canlaon District Hospital in terms of their

Educational Attainment.

(n=50)

Educational Attainment of the in-patients of Canlaon District Hospital

Educational Attainment Frequency Percentage

College Graduate 7 14%

College Undergraduate 2 4%

High School Graduate 5 10%

High School 6 12%

Undergraduate
Elementary Graduate 16 32%

Elementary 14 28%
Undergraduate
Total 50 100%

Of the 50 respondents, seven (7) or 14% are College Graduate, two (2) or 4% are
College Undergraduate, five (5) or 10% are High School Graduate, six (6) or 12%
are High School Undergraduate, sixteen or 32% are Elementary Graduate and
fourteen (14) or 28% are Elementary Graduate.

The table declares that most of the In-patient of CANLAON DISTRICT

HOSPITAL are Elementary Graduate with the percentage of 3.2% and Elementary
Undergraduate is not far with the percentage of 28%.
 Table 3

Profile of the In-patients of Canlaon District Hospital in terms of their

Monthly Income.

(n=50)

Table 3 presents the profile of the in-patients of Canlaon District Hospital in terms

of their monthly income.

Family Monthly Income

Family Income Frequency Percentage

Below Php 3,000 26 52%

Php 3,000 to Php 5,000 13 26%

Php 5,100 to Php 10,000 8 16%

Php 10,100 to Php 15,000 1 2%

Php 15,000 to Php 20,000 0 0%

Above 20, 000 2 4%

Total 50 100%

The table shows that twenty-six (26) or 52% of the respondents earns below Php
3,000 a month. Another, thirteen (13) or 26% of the respondents earns Php 3,000
to Php 5,000 a month, eight (8) or 16% of the respondents earns Php 5, 100 to Php
10, 000, one (1) of the respondents earns Php 10, 100 to Php 15, 000 and lastly two
(2) or 4% of the respondents earns above 20, 0000 a month.

The table reveals that most of the respondents earns below Php 3, 000 a month
only.
 Table 4

Level of Satisfaction of Male In-Patient of Canlaon District Hospital

(n=25)

Table four shows the level of male in-patients’ satisfaction of the services offered
in Canlaon District Hospital.

This table shows that male in-patients are moderately satisfied with the Diagnostic
Testing having 3.16 weighted mean, prescriptions with 3 weighted mean and
Doctor-Patient Relationship with 2.76 weighted mean. Further, male in-patients are
slightly satisfied with the Hospitalization having 2.36 weighted mean, an Referral
having 2.6 weighted mean.

DEGRESS/LEVELS
SERVICES Extremely Quite Moderately Slightly Not
satisfied satisfied satisfied satisfied Satisfied Weight
ed
Verbal
Interpre
(5) (4) (3) (2) (1) mean tation

Diagnostic 5 2 11 6 1 3.16 Moderat

ely
Testing
Satisfied
Prescriptions 3 3 11 7 1 3 Moderat
ely
Satisfied
Hospitalization 1 3 6 9 6 2.36 Slightly
s Satisfied

Referrals 1 2 13 4 5 2.6 Slightly

Satisfied
Doctor-Patient 3 1 11 7 3 2.76 Moderat
Relationship ely
Satisfied
Moderat
Total 13 11 52 33 16 2.78 ely
Satisfied

The table declares that male respondents are moderately satisfied with the services
offered in Canlaon District Hospital with the total weighted mean of 2.78.
 Table 5

Level of Satisfaction of Female In-Patient of Canlaon District Hospital

(n=25)

Table four shows the level of patients’ satisfaction of the services offered in
Canlaon District Hospital, wherein the Diagnostic Testing got 3.16 weighted mean
which means moderately satisfied, another is the Prescription having 3.08
weighted mean and Doctor-Patient Relationship with 3.24 weighted mean.

DEGRESS/LEVELS
SERVICES Extremely Quite Moderately Slightly Not
satisfied satisfied satisfied satisfied Satisfied Weight
ed
Verbal
Interpre
(5) (4) (3) (2) (1) mean tation

Diagnostic 3 6 11 8 0 3.16 Moderat

ely
Testing
Satisfied
Prescriptions 3 4 11 6 1 3.08 Moderat
ely
Satisfied
Hospitalization 1 3 4 3 14 1.96 Slightly
s Satisfied

Referrals 2 3 3 5 12 2.12 Slightly

Satisfied
Doctor-Patient 6 3 9 5 2 3.24 Moderat
Relationship ely
Satisfied
Moderat
Total 15 19 35 27 29 2.71 ely
Satisfied

On the other side, the female in-patients were slightly satisfied with the
Hospitalization having 1.96 weighted mean and also with the Referrals having 2.12
weighted mean.

Table 5 shows that female respondents are moderately satisfied with the services of
CANLAON DISTRICT HOSPITAL having a total weighted mean of 2.71.
 Table 5

Common Problems Encountered by the In-Patient of Canlaon District

Hospital with recommendations

(n=50)

Table 6 shows the common problems met by the in-patients of Canlaon District
Hospital. As seen, hospitalization faces a lot of problems that needs to be solved by
the management of the hospital.

As seen in table 6, hospitalization faces may problems that needs to be addressed

by the management. In the analysis, 23 or 46% of the 50 respondents pointed that
the dirty and stinky environment is the most common problem they have in their
stay in the hospital. The hospitalization shows that 5 or 10% of the respondents
met the problems regarding with the lack of rooms or wards which lead to a
crowded ward. Another, 15 or 30% of the respondents suffered from poor
ventilation. Three (3) or 6% were not happy about the poor water supply. Seven (7)
or 14% were uncomfortable with their stay because of they are uncomfortable with
their bed. Noisy environment was another problem met by the patients having the
percentage of 20, which means 10 of the respondents experienced it the same
thing.

Not far from the hospitalization was the problems met with the Doctor-Patient
Relationship. Study shows that 15 or 30% of the respondents said that they have a
problem with the doctor’s rounding session which only happens once a day. With
this kind of schedule patients find it hard to found out the latest status of their
health. In this matter 5 or 10% of the respondents experienced the delay of
information they need. Poor communication was also another of the problems met
by the respondents with 4 or 8% saying that the doctors are not approachable. The
delay of the issuance of result is another problem with the Diagnostic Testing
having the frequency of 12 or 24%. Two (2) or 4% of the respondents said that
there were inconsistency with the result findings. Another, 5 or 10% of the
respondents pointed that the hospital lack medical equipment such as X-Ray and
ECG reader. In prescriptions, 6 or 12%have problem with the expensive medicines
they are paying in the hospital. Three (3) or 6% of the respondents complains the
inadequacy of medicines available in the hospital’s pharmacy. Only 4 or 8% raised
the problems with regards to the frequent referrals made by the hospital.

In summary, the common problems met by the respondent in-patients of

CANLAON DISTRICT HOSPITAL based on their degree of occurrence are the
following.

Dirty and Stinky Environment 46%. 2. Poor ventilation 30%. 3. Doctor

rounds once a day only, sometimes absent in the whole day 30% 4. Delayed
results and findings 24%.5. Noisy environment 20%. 6.Uncomfortable beds
14%.7.Lack of medical equipment 10%. 8.Expensive medicines 12% 9.Lack
of rooms/wards 10%. 10.Doctors are not approachable 8%. 11. The hospital
always make referrals 8%. 12. Delay of information 10%.13.Not enough
supply of medicine in the hospital pharmacy 6%. 14.Poor water supply 6%
16. No X-RAY ECG Reader 6%. 17.Findings are inconsistent 4%
 SERVICES COMMON
PROBLEMS F % Patients F %
MET Recommendati
ons
Delay of results 12 24
Diagnostic Testing or Consultation and findings The hospital 10 20
Inconsistent 2 4 should have the
findings equipment
Lack of Medical 5 10 needed for fast
Equipment release of result.
No X-RAY and 3 6
ECG Reader
Prescriptions Expensive 6 12 Supply of 15 30
Medicines medicine inside
Inadequate 3 6 the pharmacy
supply of should be
medicine in the enough to cater
hospital the patients
pharmacy
Hospitalizations Dirty and stinky 23 46 In order to 30 60
environment maintain
Lack of rooms 5 10 cleanliness,
and wards additional utility
personnel
should be hired
Poor ventilation 15 30 More electric 10 20
fans
Poor water 3 6 Water supply 7 14
supply should be
abundant
Out of condition 7 14 Old beds should 11 12
beds be replaced
Noisy 10 20
environment
Referrals They always 4 8 Additional 9 18
make referrals specialist should
be hired
Doctor-Patient Relationship Delay of 5 10 Good doctor- 14 28
information Patient
Poor 4 8 relationships
communication/ must be
not practiced.
approachable
Doctors only 15 30
round once a
day

Because of these problems the patients suggest the following ways to minimize the
problems encountered in the hospital. All information gathered though interview.
1. To maintain cleanliness, more utility personnel should be hired. 2. Supply of
medicines in the pharmacy must be adequate. 3. Good Doctor-Patient relationship
should be practiced. 4. Old uncomfortable beds must be replace with new ones. 5.
More electric fans. 6. The hospital should have the equipment needed for the quick
issuance of medical results to avoid the delay of information. 7. Water supply
should be abundant. 8. Additional specialists should be hired to minimize referrals.

The table shows the most common problem met by the patients of the hospital
which is the dirty and stinky environment and the least common problem met by
the respondents was the inconsistency of findings of the diagnostic test in the
hospital.
 CHAPTER III

RESEARCH METHODOLOGY

Research Method

This study used the Frequency Analysis, specifically Descriptive Static Method to

measure the patients’ perception of the service offered in CANLAON DISTRICT

HOSPITAL.

Research Instrument

The instrument being used for this study is the Survey Questionnaire. This

questionnaire was carefully formulated by the researcher so that the target from the

respondents can be gathered accurately.

 PATIENTS QUESTIONAIRES

PATIENTS’ PERCEPTION ON THE SERVCES OFFERED IN CANLAON

DISTRICT HOSPITAL

Name: Address:

Gender: Age:

I. Direction/s: Simply encircle the letter under each item that corresponds
to your answer. Please do not leave any item without answer.

1. What is your Educational background or attainment?

a. College Graduate
b. College Undergraduate
c. High School Graduate
d. High School Undergraduate
e. Elementary Graduate
f. Elementary Undergraduate
2. How much is your monthly income?
a. Below Php 3,000
b. Php 3,000 to Php 5,000.00
c. Php 5,000 to Php 10,000.00
d. Php 10,000 to Php 15,000.00
e. Php 15,000 to Php 20,000.00
f. Above Php 20,000
 SURVEY CHECKLIST: MEASURING PATIENTS’ PERCEPTION ON
THE SERVCES OFFERED IN GOVERNOR WILLIAM BILY VILLEGAS
MEMORIAL HOSPITAL

II. Direction/s: Simply encircle the letter under each item that corresponds
to your answer. Please do not leave any item without answer.

DEGRESS/LEVELS

SERVICES Extremely Quite Moderately Slightly Not Satisfied

satisfied satisfied satisfied satisfied
(5) (4) (3) (2) (1)

1. Diagnostic Testing
 Do check-ups meet
expectations?

2.Prescriptions
 Are prescription in
line with the results
of the check-ups?
3.Hospitalizations
 How do you feel
while staying in the
hospital?
 Is there a nice
ambiance in the
hospital during the
stay?
 Are you willing to
visit the hospital
after release?
4.Referrals
 Are there frequent
case of referrals?
 Do you like being
referred to other
hospitals?
5. Doctor-Patient
Relationship
 Do doctors address
findings timely?
 Do doctors round
regularly or
timely?
 Are doctors
ordering too much
diagnosis and
laboratory tests?
 III. This is to be answered though interview

SERVICES PROBLEMS MET AND

RECOMMENDATIONS

1. Diagnostic Testing
 Do check-ups meet
expectations?

2.Prescriptions
 Are prescription in line
with the results of the
check-ups?
3.Hospitalizations
 How do you feel while
staying in the hospital?
 Is there a nice ambiance
in the hospital during the
stay?
 Are you willing to visit
the hospital after release?
4.Referrals
 Are there frequent case
of referrals?
 Do you like being
referred to other
hospitals?
5. Doctor-Patient
Relationship
 Do doctors address
findings timely?
 Do doctors round
regularly or timely?
 Are doctors ordering
too much diagnosis and
laboratory tests?
OBJECTIVES OR RESEARCH QUESTIONS

This study aimed to determine the perception of the patients towards the services offered in
Canlaon District Hospital. Specifically, it sought to answer the following problems.
1. What is the In-Patients' profile in terms of;
1.1 age,
1.2 gender,
1.3 educational attainment, and
1.4 income background

2.What are the In-Patients' perceptions of the services offered by Canlaon District

Hospital when it comes to:

2.1 diagnostic testing,

2.2 prescriptions

2.3 hospitalization,

2.4 referrals, and

2.5 doctor-patient relationship like such as good communication and empathy?

3. what are the common problems encountered by the patients with the hospital

services stated above?

4. What insights or recommendations viewed by patients to solve the problems

met?
RESEARCH DESIGN

RESPONDENTS OF THE STUDY

SAMPLING TECHNIQUE/PROCEDURE

To interpret the data gathered for this study, the researcher used the formula below:

A. For the In-Patient Profile of CANLAON DISTRICT HOSPITAL.

P = F / N x 100

Where:

P – Percentage

F- Frequency

N – Number of Patients

B. For the In-Patients Perception of CANLAON DISTRICT HOSPITAL.

WM = WF
N
Where:

WM – Weighted Mean

WF – Total Weighted Frequency

N- No. of Patients

In defining the weighted mean the researcher presents, Table of Interpretation,

which consists of the level of satisfaction and its range.

 C. For the table of Interpretation

I = N-1
N

Where:

I – Interval or Range

N – Number of Category

Table of Interpretation

Levels of Satisfaction Range/Mean

Extremely Satisfied 4.21-5.0

Quite Satisfied 3.41-4.20

Moderately Satisfied 2.61-3.40

Slightly Satisfied 1.81-2.60

Not Satisfied 1-1.80

DATA GATHERING INSTRUMENT

The tools that were used in analyzing and interpreting the data were the following:

Percentage. This was used in showing how a part is related to a whole. This was

used in presenting the profile of fifty in-patient respondents of Canlaon District

Hospital in terms of their age, educational attainment and monthy income. In,

addition, the percentage was also used in presenting the common problems met and

the recommendations of the respondents.

Weighted Mean. This was used in gathering the extent of perception of the fifty

in-patient respondents of Canlaon District Hospital in terms of the services they

received.

Interval or Range. This was used in interpreting the Weighted Mean. This was

done by getting the interval of each level of satisfaction.

To view the formula of the tools above, please see Appendix B page 40 (statistical

technique).

VALIDITY AND RELIABILITY

DATA GATHERING PROCEDURE

Before starting the study, the researcher was able to obtain the approval from the

management of Canlaon District Hospital to conduct the study. For data collection,

the researcher visited the place, explained the objective of the study to the head of

the hospital, received her permission to collect the data, and interview the patients.

The researcher called a total of 50 (25 male and 25 female) in-patient of the

hospital and explained the purposes and content of the study. A total of 50

questionnaires were distributed and used for data analysis. Patients were reassured

the confidentiality of the data obtained. After gathering all the data the researcher

tabulated the results in order to draw and make conclusions.

DATA ANALYSIS

Table 1

Profile of the In-patients of Canlaon District Hospital in terms of their age.

(n=50)

Table 1 shows the age of the in-patients of Canlaon District Hospital

Age of the in-patients of Canlaon District Hospital

Age Range Frequency Percentage

18-25 Years Old 9 18%

26-35 Years Old 5 10%

36-45 Years Old 7 14%

46-60 Years Old 14 28%

60 Years Old And Above 15 30%

Total 50 100%

The researcher identified 50 in patients of the hospital with 25 males and 25

females, all were not minors. Among them, there were nine (9) or 18% who were

18-25 years old, five (5) or 10% belong to 26-35 years old, seven (7) or 14%

belong to 36-45 years old , fourteen (14) or 28% belong to 46-60 years old and

fifteen (15) or 30% were in the ages of 60 and above.

In summary, the table shows that majority of the in-patients of the hospital being

subject to the survey are in the age 60 and above.

 Table 2

Profile of the In-patients of Canlaon District Hospital in terms of their

Educational Attainment.

(n=50)

Educational Attainment of the in-patients of Canlaon District Hospital

Educational Attainment Frequency Percentage

College Graduate 7 14%

College Undergraduate 2 4%

High School Graduate 5 10%

High School 6 12%

Undergraduate
Elementary Graduate 16 32%

Elementary 14 28%
Undergraduate
Total 50 100%

Of the 50 respondents, seven (7) or 14% are College Graduate, two (2) or 4% are
College Undergraduate, five (5) or 10% are High School Graduate, six (6) or 12%
are High School Undergraduate, sixteen or 32% are Elementary Graduate and
fourteen (14) or 28% are Elementary Graduate.

The table declares that most of the In-patient of CANLAON DISTRICT

HOSPITAL are Elementary Graduate with the percentage of 3.2% and Elementary
Undergraduate is not far with the percentage of 28%.
 Table 3

Profile of the In-patients of Canlaon District Hospital in terms of their

Monthly Income.

(n=50)

Table 3 presents the profile of the in-patients of Canlaon District Hospital in terms

of their monthly income.

Family Monthly Income

Family Income Frequency Percentage

Below Php 3,000 26 52%

Php 3,000 to Php 5,000 13 26%

Php 5,100 to Php 10,000 8 16%

Php 10,100 to Php 15,000 1 2%

Php 15,000 to Php 20,000 0 0%

Above 20, 000 2 4%

Total 50 100%

The table shows that twenty-six (26) or 52% of the respondents earns below Php
3,000 a month. Another, thirteen (13) or 26% of the respondents earns Php 3,000
to Php 5,000 a month, eight (8) or 16% of the respondents earns Php 5, 100 to Php
10, 000, one (1) of the respondents earns Php 10, 100 to Php 15, 000 and lastly two
(2) or 4% of the respondents earns above 20, 0000 a month.

The table reveals that most of the respondents earns below Php 3, 000 a month
only.
 Table 4

Level of Satisfaction of Male In-Patient of Canlaon District Hospital

(n=25)

Table four shows the level of male in-patients’ satisfaction of the services offered
in Canlaon District Hospital.

This table shows that male in-patients are moderately satisfied with the Diagnostic
Testing having 3.16 weighted mean, prescriptions with 3 weighted mean and
Doctor-Patient Relationship with 2.76 weighted mean. Further, male in-patients are
slightly satisfied with the Hospitalization having 2.36 weighted mean, an Referral
having 2.6 weighted mean.

DEGRESS/LEVELS
SERVICES Extremely Quite Moderately Slightly Not
satisfied satisfied satisfied satisfied Satisfied Weight
ed
Verbal
Interpre
(5) (4) (3) (2) (1) mean tation

Diagnostic 5 2 11 6 1 3.16 Moderat

ely
Testing
Satisfied
Prescriptions 3 3 11 7 1 3 Moderat
ely
Satisfied
Hospitalization 1 3 6 9 6 2.36 Slightly
s Satisfied

Referrals 1 2 13 4 5 2.6 Slightly

Satisfied
Doctor-Patient 3 1 11 7 3 2.76 Moderat
Relationship ely
Satisfied
Moderat
Total 13 11 52 33 16 2.78 ely
Satisfied

The table declares that male respondents are moderately satisfied with the services
offered in Canlaon District Hospital with the total weighted mean of 2.78.
 Table 5

Level of Satisfaction of Female In-Patient of Canlaon District Hospital

(n=25)

Table four shows the level of patients’ satisfaction of the services offered in
Canlaon District Hospital, wherein the Diagnostic Testing got 3.16 weighted mean
which means moderately satisfied, another is the Prescription having 3.08
weighted mean and Doctor-Patient Relationship with 3.24 weighted mean.

DEGRESS/LEVELS
SERVICES Extremely Quite Moderately Slightly Not
satisfied satisfied satisfied satisfied Satisfied Weight
ed
Verbal
Interpre
(5) (4) (3) (2) (1) mean tation

Diagnostic 3 6 11 8 0 3.16 Moderat

ely
Testing
Satisfied
Prescriptions 3 4 11 6 1 3.08 Moderat
ely
Satisfied
Hospitalization 1 3 4 3 14 1.96 Slightly
s Satisfied

Referrals 2 3 3 5 12 2.12 Slightly

Satisfied
Doctor-Patient 6 3 9 5 2 3.24 Moderat
Relationship ely
Satisfied
Moderat
Total 15 19 35 27 29 2.71 ely
Satisfied

On the other side, the female in-patients were slightly satisfied with the
Hospitalization having 1.96 weighted mean and also with the Referrals having 2.12
weighted mean.

Table 5 shows that female respondents are moderately satisfied with the services of
CANLAON DISTRICT HOSPITAL having a total weighted mean of 2.71.
 Table 6

Common Problems Encountered by the In-Patient of Canlaon District

Hospital with recommendations

(n=50)

Table 6 shows the common problems met by the in-patients of Canlaon District
Hospital. As seen, hospitalization faces a lot of problems that needs to be solved by
the management of the hospital.

As seen in table 6, hospitalization faces may problems that needs to be addressed

by the management. In the analysis, 23 or 46% of the 50 respondents pointed that
the dirty and stinky environment is the most common problem they have in their
stay in the hospital. The hospitalization shows that 5 or 10% of the respondents
met the problems regarding with the lack of rooms or wards which lead to a
crowded ward. Another, 15 or 30% of the respondents suffered from poor
ventilation. Three (3) or 6% were not happy about the poor water supply. Seven (7)
or 14% were uncomfortable with their stay because of they are uncomfortable with
their bed. Noisy environment was another problem met by the patients having the
percentage of 20, which means 10 of the respondents experienced it the same
thing.

Not far from the hospitalization was the problems met with the Doctor-Patient
Relationship. Study shows that 15 or 30% of the respondents said that they have a
problem with the doctor’s rounding session which only happens once a day. With
this kind of schedule patients find it hard to found out the latest status of their
health. In this matter 5 or 10% of the respondents experienced the delay of
information they need. Poor communication was also another of the problems met
by the respondents with 4 or 8% saying that the doctors are not approachable. The
delay of the issuance of result is another problem with the Diagnostic Testing
having the frequency of 12 or 24%. Two (2) or 4% of the respondents said that
there were inconsistency with the result findings. Another, 5 or 10% of the
respondents pointed that the hospital lack medical equipment such as X-Ray and
ECG reader. In prescriptions, 6 or 12%have problem with the expensive medicines
they are paying in the hospital. Three (3) or 6% of the respondents complains the
inadequacy of medicines available in the hospital’s pharmacy. Only 4 or 8% raised
the problems with regards to the frequent referrals made by the hospital.

In summary, the common problems met by the respondent in-patients of

CANLAON DISTRICT HOSPITAL based on their degree of occurrence are the
following.

Dirty and Stinky Environment 46%. 2. Poor ventilation 30%. 3. Doctor

rounds once a day only, sometimes absent in the whole day 30% 4. Delayed
results and findings 24%.5. Noisy environment 20%. 6.Uncomfortable beds
14%.7.Lack of medical equipment 10%. 8.Expensive medicines 12% 9.Lack
of rooms/wards 10%. 10.Doctors are not approachable 8%. 11. The hospital
always make referrals 8%. 12. Delay of information 10%.13.Not enough
supply of medicine in the hospital pharmacy 6%. 14.Poor water supply 6%
16. No X-RAY ECG Reader 6%. 17.Findings are inconsistent 4%
 SERVICES COMMON
PROBLEMS F % Patients F %
MET Recommendati
ons
Delay of results 12 24
Diagnostic Testing or Consultation and findings The hospital 10 20
Inconsistent 2 4 should have the
findings equipment
Lack of Medical 5 10 needed for fast
Equipment release of result.
No X-RAY and 3 6
ECG Reader
Prescriptions Expensive 6 12 Supply of 15 30
Medicines medicine inside
Inadequate 3 6 the pharmacy
supply of should be
medicine in the enough to cater
hospital the patients
pharmacy
Hospitalizations Dirty and stinky 23 46 In order to 30 60
environment maintain
Lack of rooms 5 10 cleanliness,
and wards additional utility
personnel
should be hired
Poor ventilation 15 30 More electric 10 20
fans
Poor water 3 6 Water supply 7 14
supply should be
abundant
Out of condition 7 14 Old beds should 11 12
beds be replaced
Noisy 10 20
environment
Referrals They always 4 8 Additional 9 18
make referrals specialist should
be hired
Doctor-Patient Relationship Delay of 5 10 Good doctor- 14 28
information Patient
Poor 4 8 relationships
communication/ must be
not practiced.
approachable
Doctors only 15 30
round once a
day

Because of these problems the patients suggest the following ways to minimize the
problems encountered in the hospital. All information gathered though interview.
1. To maintain cleanliness, more utility personnel should be hired. 2. Supply of
medicines in the pharmacy must be adequate. 3. Good Doctor-Patient relationship
should be practiced. 4. Old uncomfortable beds must be replace with new ones. 5.
More electric fans. 6. The hospital should have the equipment needed for the quick
issuance of medical results to avoid the delay of information. 7. Water supply
should be abundant. 8. Additional specialists should be hired to minimize referrals.

The table shows the most common problem met by the patients of the hospital
which is the dirty and stinky environment and the least common problem met by
the respondents was the inconsistency of findings of the diagnostic test in the
hospital.
 ABSTRACT

The researcher is able to gather information from the patients of CANLAON

DISTRICT HOSPITAL regarding their perception on the services they received

from the said hospital. This research was conducted to find answers on what the

hospitals may do and provide in order to cater the needs of patients, in order to

give them satisfaction and even improve the services that the hospital is offering.

The respondents of the study were 50-in-patients from the Canlaon District

Hospital. The descriptive method was method was used in this study. It utilized the

weighted mean. All information drawn from this study were obtained purely from

patients’ perception in this particular hospital through questionnaires and

interviews.

The study revealed that the number 1 of the problems met by the respondents was

the dirty and stinky environment of the hospital, with that, the patients

recommended that more utility personnel should be hires to maintain the

cleanliness of the hospital. Due to the problems met, female respondents are

moderately satisfied with the services of Canlaon District Hospital having an

overall weighted mean of 2.71. On the same manner male respondents are

moderately satisfied with the services offered in Canlaon District Hospital with the

total weighted mean of 2.78. Finally, it was clear that the respondents were

moderately satisfied with the services in Canlaon District Hospital

 CHAPTER III
FINDINGS, CONCLUSIONS AND RECCOMENDATIONS
This chapter includes the summary, conclusions and recommendations based on the findings of
the data.

Restatement of the Problem

This study aimed to determine the perception of the patients towards the service in Canlaon
District Hospital. Specifically, it sought to answer the following problems.
1. What is the In-Patients' profile in terms of;
1.1 age,
1.2 gender,
1.3 educational attainment, and
1.4 income background

2.What are the In-Patients' perceptions of the services offered by Canlaon District

Hospital when it comes to:

2.1 diagnostic testing,

2.2 prescriptions

2.3 hospitalization,

2.4 referrals, and

2.5 doctor-patient relationship like such as good communication and empathy?

3. what are the common problems encountered by the patients with the hospital

services stated above?

4. What insights or recommendations viewed by patients to solve the problems

met?
FINDINGS

1. What is the In-Patients' profile in terms of age, gender, educational attainment, and income

background?

Of the 50 respondents, 9 or 18% are in the age of 18 to 25 years old, 5 or 10% belongs to

26 to 35 years of age, 7 or 14% belongs to 36 to 45 years of age, 14 or 28% belongs to 46 to 60

years old, and lastly 15 or 30% belongs to 60 years and above. The researcher in the first part of

this paper already identified 50 respondents, which consist of 25 Males and 25 Females. Among

the 50 respondents, seven (7) or 14% are College Graduate, two (2) or 4% are College

Undergraduate, five (5) or 10% are High School Graduate, six (6) or 12% are High School

Undergraduate, sixteen (16) or 32% are Elementary Graduate and fourteen (14) or 28% are

Elementary Graduate and fourteen (14) or 28% are Elementary Undergraduate. Most of the In-

Patients of Canlaon District Hospital are Elementary Graduate with the percentage of 32% and

Elementary Undergraduate is not far with its percentage of 28%. Among the 50 respondents,

twenty-six (26) or 52% of the respondents earns Php 3,000 to Php 5,00.00, eight (8) or 16%

earns Php 5,100 to Php 15,000.00, one (1) or 2% of the respondents earns Php 10,100 to Php

15,000.00 and lastly two (2) or 4% of the respondents earns above 20,000.00. It is found that

most of th respondents earns below Php 3,000.00 a month.

2. What are the Patients’ perception of the services offered in Canlaon District Hospital in terms

of diagnostic testing, prescriptions, hospitalizations, referrals and doctor-patient relationship such

as good communication and empathy?

The male in-patients of Canlaon District Hospital are moderately satisfied with the

Diagnostic Testing Having 3.16 weighted mean, so do with the female in-patients with 2.76

weighted mean. The male in-patients are moderately satisfied with the prescriptions of the

hospital with 3 as the weighted mean. The female in-patients are also moderately satisfied with

3.08 weighted mean. In when it comes to hospitalization, the male in-patients are slightly

satisfied with 2.36 weighted mean. Female respondents are also slightly satisfied with the

hospitalization with 1.96 weighted mean. Male in-patients showed that they are slightly satisfied

with the referrals with 2.6 weighted mean. The female respondents also shows that they are

slightly satisfied with the referral services of the hospital with 2.12 weighted mean. Male in-

patients are moderately satisfied with the relationship they have with the doctors of the hospital
having 2.76 weighted mean. Female in-patients also feel the same, they are moderately satisfied

with their relationship they had with the doctors of the hospital with the weighted mean of 3.21.

3. What are the common problems encountered by the patients with the hospital services stated

above?

The common problems met with the corresponding percentage are as follows. 1. Dirty and

Stinky Environment 46%, 2. Poor Ventilation 30%. 3. Doctors only rounds once a day, and

sometimes Doctors are absent meaning they are not make rounds in a day 30%. 4. Medical

Results and findings are delayed 24%. 5. Noisy Environment 20%. 6. Beds are not in good

condition 14%. 7. Expensive medicines 12%. 8. Lack of Medical Equipment 10%. 9. Lack of

rooms/wards 10%. 10. Delay of information 10%. 11. Poor Communication/Not Approachable

8%. 12. Frequency of making referrals 8%. 13. Inadequate supply of medicine in the hospital

pharmacy 6%. 14. Poor Water Supply 6%. 15. No X-RAY Reader and ECG Reader 6%. 16.

Inconsistency of findings 4%.

4. what are the insights or recommendations viewed by the patients to solve the problems met?

Patient recommendations with their percentage are as follows. 1. To maintain cleanliness,

more utility personnel should be hired. 2. The supply of medicines in the hospital pharmacy

should be adequate. 3. Good Doctor-patient relationship must be practiced. 4. Beds are old and

should be replaced. 5. More electric fans 6. The hospital should have the equipment needed for

fast issuance of medical results to avoid the delay of information. 7. Water supply should be

abundant. 8. Additional specialist should be hired to minimize referrals.

CONCLUSIONS

These are the following conclusions being formed by the researcher based on the data gathered.

Of the 50 in-patient respondents, most are in the age of 60 years old and above. For gender, the

researcher identified 25 males and 25 females composed of 50 respondents. Most of them are

elementary graduate, and in “lesser rank” many are elementary undergraduate. Due to

educational attainment, most respondents are earning below Php 3,000.00 a month.

In the level of satisfaction. Both the male and female respondents are moderately satisfied with

the diagnostic testing or consultation that the hospital offers. In the same note, both male and

female respondents are moderately satisfied with the prescriptions given by the hospital; this is

because some of the prescriptions are covered by Phil Health. They are also moderately satisfied

with the relationship they have with the doctors of the hospital. With regards to the

hospitalisation, the respondents, both male and female, show that they are slightly satisfied. So

do with the referrals, the 50 respondents are slightly satisfied. In summary, both male and female

respondents are moderately satisfied with all the services offered in Canlaon District Hospital.

Some reasons that can explain the degree of satisfaction to the respondents were the identified

problems met by the respondents during their stay in the hospital. The most frequent problem

met was the dirty and stinky environment and the least met problem was the inconsistency of

medical findings of the diagnostic testing or consultations.

The result of the study confirmed the study of Lawton et. Al., 1992; Levenson et al., 1994

Mroczek and Kolarz, 1998 in their Age Differences in Perception and Awarness in Emotion that

states, emotional experiences change as age is increasing. Further, the results are in line with the

study of Carolyn Thiedke, MD, explaining that older patients tend to be more satisfied with their

health care. This is so, for most of the respondents are in the age of 60 years old and above and

they are moderately satisfied with the services of the hospital, regardless of their gender.

On the other hand, the result of this study contradicts the study of Carolyn Thiedke, MD with

regards to socioeconomic status telling that most individuals of lower socioeconomic status and

less education tend to be less satisfied with their health care. This is because most of the

respondents have less or lower level of Educational Attainment and also less monthly income
and yet they are moderately satisfied. This can be explained by the fact that there is no other

hospital in Canlaon City.

RECOMMENDATIONS

After analysing and interpreting the data gathered, the researcher has come up with the following

recommendations.

First, the management should develop its relationship with and among patients, before updating

or increasing their equipment and facilities. The best ay in implementing it, is to apply a patient-

centered approach in their management style. As the theory tells, effective care is generally

defined by or in consultation with patients rather than by physician dependent tools and

standards. Therefore, patients’ opinions must be considered first before implementing hospital

programs and services for these services are for the patients. Patient-centered care is the idea that

patients know best on how well their patients’ provider are meeting their needs, that is why

services in the hospital must be evaluated by the patients because they are the one enjoying the

services. It’s the patients’ view of his or her health care delivery that correlates with outcome of

satisfaction, still the statement implies that patients view or perceptions must be considered.

Doctors must know the patients’ expectations for satisfying those expectations will give them

high sense of satisfaction on the health care they receive from the hospital. These expectations

can be made known to the doctors by way of improving their communication and having good

personal relationship with their patients.

Personal relationship between patient and doctor develops a feeling of partnership throughout the

healing process thus giving the patients a sense of satisfaction.

It is said that doctors who are not engaged in patient-centered care often order expensive tests or

referrals as a poor substitute for connecting well with their patients. But test and prescription

medications were not the most common expectations; instead, patients were more interested in

the information on their diagnosis and prognosis. One of the common problems met by the

patients of the hospital is the delay of medical findings and information they need. The

management must give focus on it; this is also a crucial problem.

Finally, it is said that the patients are the reason why health care exist, therefore they should be

given high attention they deserve. Every patient deserves emphatic, trusted doctors who are

working hard for no reason other than the care of the patients promoted fast and effective healing

process.
Bibliography

 Bosch, Marjie C. et. al: Planning and Studying improvement in Patient Care:
The Use of Theoretical Perspectives.
 Grimshaw et al. 2004
 James Rickert, Patient-Centered Care: What it means and How to get there,
2012.
 Jared Lewis, Types of Health Care Management Theories © 2001-2006.
 Little et. al.
 C. Carolyn Thiedke, MD, 2007
 Lawton et. al., 1992; Levenson et. al., 1994
 Mroczek and Kolarz, 1998
 Carstsensen’s Socioemotional Selectivity Theory (SST)
 Carstsensen, 1995; Carstsensen et al., 1999
 Carstsensen et al., 2000
References

 http://healthaffairs.otg/blog/2012/01/24patient-centerred-care-what-it-
means-and-how-to-get-there/
 http://www.thepatientfirst.org/who-we-are.html
 http://www.classroom.synonym.com/types-health-care-management-
theories-2565.html
 http://ncbi.nlm.nih.gov/pubmed/17319808
 http://www.diva-portal. Org/smash/get/diva2:471271/FULLTEXT01.pdf
 http://ncbi.nlm.nih.gov/pubmed/17294978
 Oxford Advance Learner’s Dictionary
 Merriam-Webster’s Collegiate Dictionary
 http://link.springer.com/article/10.1023%2FA%3A1024569803230#page-1
APPENDIX B

APPENDIX D

Curriculum Vitae

Personal Data

Name: Matilde N. Lara

Date of Birth: February 26, 1994

Place of Birth: Malaiba, Canlaon City, Negros Oriental

Status: Single

Fathers Name: Patricio V. Lara

Mothers Name: Ma. Theresa N. Lara

Citizenship: Filipino

Religion: Catholic

Educational Background

Elementary: Malaiba Elementary School

Address: Malaiba, Canlaon City, Negros Oriental

Secondary: Jose B. Cardenas Memorial High School

Tertiary: Negros Oriental State University-Guihulngan Campus

Course: Bachelor of Science in Computer Science

APPENDIX C

August 27, 2018

The Management
Canlaon District Hospital
Canlaon City of, Negros Oriental

To whom it may concern:

Greetings of peace and prosperity.

I a Master of Educational Management major in Educational Management student

of Central Philippine State University would like to ask permission form your
esteemed office to conduct a research among 50 in-patients (25 males, 25 females)
of the Canlaon District Hospital. I also ask the permission to ask questions among
the hospital personnel including your good office if need demands. This
connection to my graduate study thesis entitled “Patients’ Perception in the
Services Offered by Canlaon District Hospital” in partial fulfilment of the
requirements of my course/subject Research Methodologies.

Hoping that this request will merit your most favourable attention and approval.
Thank you and God Bless!

Yours truly,

Matilde N. Lara