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

Summary Primary care is generally perceived by the public as an inefficient, low‐quality source of health care in the Philippines. Taking a toll on local health policies, the repercussions of these views warrant a more holistic approach in understanding patient experience. This paper evaluates the i...

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Veröffentlicht in:The International journal of health planning and management 2019-10, Vol.34 (4), p.e1651-e1660
Hauptverfasser: De Mesa, Regine Ynez H., Galingana, Cara Lois T., Marfori, Jose Rafael A., Rey, Mia P., Sundiang, Nannette B., Celeste, Jayson T., Dans, Leonila F., Dans, Antonio Miguel L., Catabui, Jesusa T.
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container_issue 4
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container_title The International journal of health planning and management
container_volume 34
creator De Mesa, Regine Ynez H.
Galingana, Cara Lois T.
Marfori, Jose Rafael A.
Rey, Mia P.
Sundiang, Nannette B.
Celeste, Jayson T.
Dans, Leonila F.
Dans, Antonio Miguel L.
Catabui, Jesusa T.
description Summary Primary care is generally perceived by the public as an inefficient, low‐quality source of health care in the Philippines. Taking a toll on local health policies, the repercussions of these views warrant a more holistic approach in understanding patient experience. This paper evaluates the impact of strengthening primary care services on patient satisfaction at the University of the Philippines Health Service (UPHS). A prevalidated 16‐item, 5‐scale questionnaire was distributed to 200 eligible patients at the start of the study in 2016 and then again in 2017. A significant increase of highly satisfied patients in 13 of 16 questionnaire items was recorded after primary care services in the facility were strengthened. The highest satisfaction scores were reported for overall wait times, coordination of care, and health advice. Our findings suggest that improvements in primary care services through digitalizing health records, financing laboratory and pharmaceutical services, and retraining staff accounts for significant improvements in patient satisfaction. This ultimately bears potential for better clinical outcomes in form of patient retention and long‐term care.
doi_str_mv 10.1002/hpm.2862
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Taking a toll on local health policies, the repercussions of these views warrant a more holistic approach in understanding patient experience. This paper evaluates the impact of strengthening primary care services on patient satisfaction at the University of the Philippines Health Service (UPHS). A prevalidated 16‐item, 5‐scale questionnaire was distributed to 200 eligible patients at the start of the study in 2016 and then again in 2017. A significant increase of highly satisfied patients in 13 of 16 questionnaire items was recorded after primary care services in the facility were strengthened. The highest satisfaction scores were reported for overall wait times, coordination of care, and health advice. Our findings suggest that improvements in primary care services through digitalizing health records, financing laboratory and pharmaceutical services, and retraining staff accounts for significant improvements in patient satisfaction. 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administration</subject><subject>Primary Health Care - standards</subject><subject>public health</subject><subject>Quality Improvement - organization &amp; administration</subject><subject>Quality Improvement - standards</subject><subject>Questionnaires</subject><subject>Retraining</subject><subject>Surveys and Questionnaires</subject><subject>Waiting Lists</subject><subject>Waiting times</subject><issn>0749-6753</issn><issn>1099-1751</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2019</creationdate><recordtype>article</recordtype><sourceid>EIF</sourceid><sourceid>7QJ</sourceid><recordid>eNp1kdtKxDAQhoMouh7AJ5CAN950nSRt0ngniydQFFmvQ9qdspGebNqVfXtTXRUErwYm33xk5ifkmMGUAfDzZVtNeSr5Fpkw0DpiKmHbZAIq1pFUidgj-96_AoQ3pnfJnmAi0XEqJ2R1V7U272lTUFe1XbPCBW07V9luTXPbIW1q2treYd1TH6ovAu2a-oI-ox_K3o-TlraubALQD4s1dTXtl0hfarfCzrt-PSJj52npSte2rkZ_SHYKW3o82tQDMr--ms9uo_vHm7vZ5X2Ui1jzSOWQZlnCIbG5lKCUlDErgMe2yJTGBIVNLbJUJ5wzC0WWZ5JpjQioCiXEATn70obN3gb0vamcz7EsbY3N4A3nUgETwFRAT_-gr83Q1eFzhgvOteYQx7_CvGu877Awm2MZBmaMwoQozBhFQE82wiGrcPEDft8-ANEX8O5KXP8rMrdPD5_CD5yFkro</recordid><startdate>201910</startdate><enddate>201910</enddate><creator>De Mesa, Regine Ynez H.</creator><creator>Galingana, Cara Lois T.</creator><creator>Marfori, Jose Rafael A.</creator><creator>Rey, Mia P.</creator><creator>Sundiang, Nannette B.</creator><creator>Celeste, Jayson T.</creator><creator>Dans, Leonila F.</creator><creator>Dans, Antonio Miguel L.</creator><creator>Catabui, Jesusa T.</creator><general>Wiley Subscription Services, Inc</general><scope>CGR</scope><scope>CUY</scope><scope>CVF</scope><scope>ECM</scope><scope>EIF</scope><scope>NPM</scope><scope>AAYXX</scope><scope>CITATION</scope><scope>7QJ</scope><scope>7X8</scope><orcidid>https://orcid.org/0000-0001-8011-8567</orcidid></search><sort><creationdate>201910</creationdate><title>Impact of improved primary care on patient satisfaction: Results of a pilot study in the University of the Philippines</title><author>De Mesa, Regine Ynez H. ; Galingana, Cara Lois T. ; Marfori, Jose Rafael A. ; Rey, Mia P. ; Sundiang, Nannette B. ; Celeste, Jayson T. ; Dans, Leonila F. ; Dans, Antonio Miguel L. ; Catabui, Jesusa T.</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c3492-7c08bb5205ac660776641f024afb79e5e3a8ae1895221a0fbcb6199ee0e7f733</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2019</creationdate><topic>Adult</topic><topic>Clinical outcomes</topic><topic>Continuity of Patient Care - organization &amp; administration</topic><topic>Continuity of Patient Care - standards</topic><topic>Coordination</topic><topic>Digitization</topic><topic>Female</topic><topic>Health administration</topic><topic>Health care</topic><topic>Health policy</topic><topic>Health records</topic><topic>Health services</topic><topic>Holistic approach</topic><topic>Humans</topic><topic>inequities in health</topic><topic>Male</topic><topic>Patient satisfaction</topic><topic>Patient Satisfaction - statistics &amp; numerical data</topic><topic>Patients</topic><topic>Philippines</topic><topic>Pilot Projects</topic><topic>Primary care</topic><topic>primary health care</topic><topic>Primary Health Care - organization &amp; administration</topic><topic>Primary Health Care - standards</topic><topic>public health</topic><topic>Quality Improvement - organization &amp; administration</topic><topic>Quality Improvement - standards</topic><topic>Questionnaires</topic><topic>Retraining</topic><topic>Surveys and Questionnaires</topic><topic>Waiting Lists</topic><topic>Waiting times</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>De Mesa, Regine Ynez H.</creatorcontrib><creatorcontrib>Galingana, Cara Lois T.</creatorcontrib><creatorcontrib>Marfori, Jose Rafael A.</creatorcontrib><creatorcontrib>Rey, Mia P.</creatorcontrib><creatorcontrib>Sundiang, Nannette B.</creatorcontrib><creatorcontrib>Celeste, Jayson T.</creatorcontrib><creatorcontrib>Dans, Leonila F.</creatorcontrib><creatorcontrib>Dans, Antonio Miguel L.</creatorcontrib><creatorcontrib>Catabui, Jesusa T.</creatorcontrib><collection>Medline</collection><collection>MEDLINE</collection><collection>MEDLINE (Ovid)</collection><collection>MEDLINE</collection><collection>MEDLINE</collection><collection>PubMed</collection><collection>CrossRef</collection><collection>Applied Social Sciences Index &amp; 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Taking a toll on local health policies, the repercussions of these views warrant a more holistic approach in understanding patient experience. This paper evaluates the impact of strengthening primary care services on patient satisfaction at the University of the Philippines Health Service (UPHS). A prevalidated 16‐item, 5‐scale questionnaire was distributed to 200 eligible patients at the start of the study in 2016 and then again in 2017. A significant increase of highly satisfied patients in 13 of 16 questionnaire items was recorded after primary care services in the facility were strengthened. The highest satisfaction scores were reported for overall wait times, coordination of care, and health advice. Our findings suggest that improvements in primary care services through digitalizing health records, financing laboratory and pharmaceutical services, and retraining staff accounts for significant improvements in patient satisfaction. 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subjects Adult
Clinical outcomes
Continuity of Patient Care - organization & administration
Continuity of Patient Care - standards
Coordination
Digitization
Female
Health administration
Health care
Health policy
Health records
Health services
Holistic approach
Humans
inequities in health
Male
Patient satisfaction
Patient Satisfaction - statistics & numerical data
Patients
Philippines
Pilot Projects
Primary care
primary health care
Primary Health Care - organization & administration
Primary Health Care - standards
public health
Quality Improvement - organization & administration
Quality Improvement - standards
Questionnaires
Retraining
Surveys and Questionnaires
Waiting Lists
Waiting times
title Impact of improved primary care on patient satisfaction: Results of a pilot study in the University of the Philippines
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