Home⇛Psychology and Education: A Multidisciplinary Journal⇛vol. 34 no. 10 (2025)

Hospital Service, Staff Performance, and Client Satisfaction in a Government Hospital in Camiguin

Ester Ranara | Gloria M. Cunanan

Discipline: Education

 

Abstract:

This study explored the relationship between hospital service quality, staff performance, and client satisfaction in a government hospital focusing on admitted patients, with challenges like limited resources and high patient numbers. Using the upgrading from Level 1 to Level 2 of Camiguin Hospital, this study aimed to identify strategies for improving patient experiences and staff effectiveness. Data were collected using descriptive correlational and causal design, with a structured survey based on the SERVQUAL model and the Department of Health's Client Experience Survey. A total enumeration sampling method was used, and statistical techniques like descriptive statistics, Pearson correlation, and multiple regression analyzed relationships and predictors of patient satisfaction. Findings revealed that hospital services excel across various aspects. Tangibles, reliability, responsiveness, assurance, and empathy show strong performance, reflecting a well-rounded and effective approach to patient care. The study found high ratings in empathy, professionalism, and patient safety practices, with assurance and patient safety practices being key predictors of satisfaction. Hospital services and staff performance significantly influence client satisfaction, highlighting the importance of maintaining high standards in infrastructure, patient safety, and empathy to boost satisfaction in government hospitals. Recommendations include personalized care, staff training, improved communication, and infrastructure upgrades to enhance patient satisfaction and hospital performance.



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