LEVEL OF SATISFACTION OF OUTPATIENTS WITH THE

HEALTHCARE SERVICES IN A PRIVATE HOSPITAL

PSYCHOLOGY AND EDUCATION: A MULTIDISCIPLINARY JOURNAL

Volume: 36
Issue 2
Pages: 191-202
Document ID: 2025PEMJ3452
DOI: 10.70838/pemj.360206
Manuscript Accepted: 03-31-2025
 Psych Educ, 2025, 36(2): 191-202, Document ID:2025PEMJ3452, doi:10.70838/pemj.360206, ISSN 2822-4353
Research Article

Level of Satisfaction of Outpatients with the Healthcare Services in a Private Hospital

Kairus Camille S. Flores,* Jenna Kezziah Cassey P. Dinamling, Cheryn Angela P. Balut,
Jasmine Faye Mari, Bj Elmar T. Pagaduan, Carl John Benter, Kristel Joy C. Dapiawen,
Shiellah Mae T. Barsicula, Lady Valen Charon A. Dela Peña
For affiliations and correspondence, see the last page.
Abstract
Patient satisfaction is a measure of the extent to which a patient is content with the healthcare they receive from their
healthcare provider. It is one of the most important factors in determining the success of healthcare services, and it
encompasses the provider’s behavior as a moderation between patient satisfaction and healthcare services. Nowadays,
the competition within the healthcare sector is increasing due to the awareness of the patients and the demand for
improved service quality. Hence, this study aims to determine the outpatients’ satisfaction with the healthcare services
at a private hospital, focusing specifically on their experiences, in order to identify areas to improve. The study
employed a quantitative-qualitative research method, particularly a descriptive-comparative approach. A structured
questionnaire was distributed to 61 outpatients from a private hospital in Solano, Nueva Vizcaya. The findings
revealed that most of the outpatients expressed satisfaction with both the healthcare facilities and healthcare providers.
However, significant differences in satisfaction levels were observed based on employment status, while age, gender,
family income, and civil status did not show significant differences. Important factors influencing outpatient
satisfaction included the quality of service, communication, and waiting times in the hospital. Recommendations for
enhancing healthcare services involved improving staff training, streamlining processes to reduce waiting times, and
actively seeking patient feedback. The results suggest that prioritizing patient satisfaction is crucial for improving the
quality of care and retaining patients in healthcare institutions.
Keywords: patient satisfaction, healthcare services, outpatient care, private hospital, level of satisfaction

Introduction
Over the years, there is a growing competition among the participating constituents of the healthcare sector. With patients being more
aware and concerned about the quality of service they receive, the demand for improvement has never been this apparent. As stated by
Huang (2015), the curiosity of patients leads to the improvement and emergence of trends from health providers caused by a population
that generally aims to attain a healthier lifestyle, which persuades the patients to make the best choice in selecting a hospital (Bleustein,
et al., 2015).
Healthcare systems are continually changing. The complexity of the domain results in a lack of opportunities to assess its quality,
especially in the outpatient services where patients come and go as they are not admitted. It is necessary to assess the satisfaction of
the patients—the service receiver. These assessments have to cover the quality of care, communication with healthcare providers,
waiting times, convenience of scheduling appointments, cleanliness of facilities, and the overall patient experience. The results provide
data that can be used to improve the efficiency of doctors, reduce waiting time, and increase patient satisfaction (Caldas,2023). This
approach is applicable across various healthcare worldwide. The healthcare sector places a significant emphasis on ensuring quality of
care, particularly through quality assurance and improvement initiatives. Over the past decade, the importance of quality has gained
momentum, driven by the implementation of quality insurance programs, improvement strategies, and increased attention to patients’
needs. While cost remains a concern, quality of care takes precedence in healthcare delivery. However, assessing quality is challenging
for patients, who often struggle to evaluate providers’ technical proficiency and treatment outcomes (Xesfingi, 2016).
Quality measurement in healthcare typically involves examining its structure, processes, and outcomes. Although effectiveness and
safety are universally valued, the degree of emphasis on patient-contentedness, timeliness, efficiency, and equity varies across societies
and cultures. Healthcare metrics, including process measures, cater to diverse stakeholders seeking to inform healthcare purchasing,
utilization, or performance enhancement efforts (Vozikis, 2016). This variability in emphasis on different aspects of healthcare quality
is also observed in the Philippines, where factors such as patient-contentedness, timeliness, and equity play significant roles in shaping
healthcare delivery and policy decisions.
Patient satisfaction can be defined as the fulfillment or meeting of expectations of a person from a service or product. When a patient
comes to a hospital, they have a preset image of the various aspects of the hospital based on its reputation and the cost involved.
Although their main expectation is getting cured and going back to their work, other factors affect their satisfaction. Sometimes, they
might rate a hospital very low based on the information they get from different sources, but if they find it above their expectation, they
are satisfied. Similarly, if they have very high expectations from a hospital, but if they find it below their expectation, they are not
satisfied (Narayani et al., 2016). In private hospitals in the Philippines, medical professionals and nursing personnel are highly skilled.
Private healthcare still has its limitations; a total of 60 million Filipinos experience healthcare poverty due to the lack of health services
and facilities near rural areas and the high cost of healthcare. Even with the achievement of universal healthcare, the Philippines

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Research Article

continues to face issues related to unequal access to healthcare. As a result, private healthcare standards typically range from good in
urban centers to poor in rural ones. Filipino citizens are entitled to health insurance “PhilHealth,” which covers their medical cost”,
including preventive, curative, and rehabilitative services. Due to the UHC Law, medical consultations and diagnostic testing, including
lab tests, are covered by insurance.
Though the quality of the state-funded public healthcare system in the Philippines varies greatly between towns and cities, it is generally
of a satisfactory standard. In contrast, private healthcare institutions tend to have superior equipment compared to their public
counterparts, and as a result, they maintain an improved quality. Since English is widely used in the Philippines, foreigners have no
trouble communicating in it to receive healthcare services. During the pandemic, hospitals in the Philippines seize the opportunity to
enhance and expand their facilities to address the crisis. Public hospitals prioritize preventive and primary care services while also
spearheading public health education initiatives.
Research Questions
This study aimed to determine the outpatients’ level of satisfaction with the healthcare services in a private hospital. Moreover, the
study sought to answer the following questions:
1. What is the respondents' level of satisfaction on the following healthcare services:
1.1. Facilities and Hospital Services; and
1.2. Healthcare Providers?
2. Is there a significant difference in the level of satisfaction of the respondents on the healthcare services when grouped
according to:
2.1. gender;
2.2. age;
2.3. employment status;
2.4. family income; and
2.5. civil status?
3. What are the factors affecting the outpatient’s level of satisfaction of the healthcare services provided?
4. What are the recommendations of the outpatients in improving the quality of the healthcare services provided?
Methodology
Research Design
This study utilized quantitative and qualitative research methods, particularly a descriptive-comparative research design. The
descriptive part of the research determined the outpatients’ level of satisfaction with the healthcare services in a private hospital. It is
also considered a comparative study since the research aimed to identify whether there are significant differences in the level of
satisfaction with the healthcare services provided when the outpatients are grouped according to age, gender, religion, occupation,
socio-economic status, and civil status. This study also utilized a qualitative research approach to determine the factors affecting the
outpatient’s level of satisfaction with the healthcare services provided and their recommendations for improving the quality of the
healthcare services.
Participants
The research participants for this study were the outpatients from Salubris Medical Center. The study included 61 outpatients who
answered the questionnaire provided. The participants were identified through convenience sampling. By focusing only on the
outpatients, the study intended to determine the level of satisfaction as regards the healthcare services and facilities provided.
Table 1. Frequency and Percentage of the Demographic
Profile of the Respondents
Profile Variables f(n=61) %
Gender
Male 22 36.1
Female 34 55.7
LGBTQ+ 5 8.2
Age
Youth 10 16.4
Adults 44 72.15
Seniors 7 11.5
Employment status
Employed 36 63.9
Unemployed 22 36.1
Civil Status
Married 39 63.9

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Single 21 34.4
Widow 1 1.6
Family income
Rich 1 1.6
High Income 2 3.3
Upper Middle Class 6 9.8
Middle Class 17 27.9
Lower Middle Class 15 24.6
Low Income 13 21.3
Poor 7 11.5%

Table 1 shows the demographic profile of 61 outpatients from Salubris Medical Center, revealing key trends in the population. The
data revealed that females slightly outnumber males, while LGBTQ+ individuals represent the smallest group. In terms of age, most of
the respondents are adults, indicating that this age group is the most represented, while seniors make up a significantly smaller section,
reflecting a limited presence. Regarding the employment status or occupation of the respondents, the data showed that majority of the
respondents are employed, revealing a working population, whereas a little less than half are unemployed. Regarding civil status,
married individuals constitute the largest group indicating the prevalence of families, while very few are identified as widowed. In
terms of socio-economic status, the middle class is the most common while the rich are represented minimally. Lastly, looking at the
religion of the respondents, Roman Catholics form the largest group while Jehovah’s Witnesses are the smallest. This diversity in
demographics illustrates the varied backgrounds of patients at Salubris Medical Center, contributing to a dynamic community profile.
Instrument
The patient satisfaction questionnaire used in this study was adapted from Bilbao et al. (2006), entitled "Predictors of Patients
Satisfaction with Hospital Care." The original questionnaire consisted of 40 items. For this study, a few modifications were made.
Twenty-eight items were adopted, of which 14 were retained as they were, and the other 14 were revised to reflect positive statements.
Additionally, 12 self-made items were created to meet the specific objectives of the research. These 40 items were used to survey
patients in a private hospital regarding their satisfaction with care. Respondents were also asked to complete a demographic section,
which included optional information for their name and required information such as age, occupation, religion, civil status, and socio-
economic status. The first part of the questionnaire consisted of twenty (20) questions about the outpatient’s satisfaction with the
facilities and hospital services in a private hospital, and the second part also consisted of twenty (20) questions about the outpatient’s
satisfaction with the healthcare providers in a Private Hospital. The outpatients answered the questions using the 4-point Likert scale:
1-Strongly Disagree, 2-Disagree, 3-Agree, and 4-Strongly agree. Lastly, the respondents were required to answer two open-ended
questions to freely discuss aspects of the services they received that need improvement and the factors influencing their satisfaction.
The open-ended questions were the factors affecting the level of satisfaction with the healthcare provided and the recommendations to
improve the quality of healthcare services. These questions allowed respondents to share their perspectives in detail, providing valuable
qualitative insights into their experiences. Additionally, reliability tests were conducted to ensure the data's dependability, validating
the study's accuracy and strengthening its findings.
Table 2. Result of Reliability Test for the
Facilities and Hospital Services
Cronbach’s Alpha N of Items
.91 20

Table 2 shows the result of the reliability test for the facilities and hospital Services. The Table shows that with 20 items, Cronbach’s
alpha is equal to .91. Therefore, its internal consistency is equivalent to good (>a ≥ 0.9). Hence, the questionnaire is reliable.
Table 3. Result of Reliability Test for the
Healthcare Providers
Cronbach’s Alpha N of Items
.93 20

For the reliability test result for the Healthcare Providers, Table 3 shows that with 20 items, Cronbach’s alpha is equal to .93. Therefore,
its internal consistency is equivalent to excellent (a ≥ 0.9) indicating that the questionnaire is reliable
Procedure
he study started with modifying some items in the adapted questionnaire. The researchers focused on making the items clearer and
more relevant to ensure that respondents could easily understand the research questionnaire. After making changes, the questionnaire
was sent to the research adviser for review. The research adviser provided valuable feedback, helping the researchers revise and improve
the questionnaire even further. Once the questionnaire was revised, the researchers needed to ensure they were measuring what they
intended. To do this, the questionnaire was set for validation. The validator, who is one of the SHS research council, reviewed the
questionnaire to confirm that it was appropriate and aligned with the study’s objectives. After the validation, the research questionnaire
underwent reliability and pilot testing to ensure that the data collected will be accurate. With the questionnaire finalized, the next step
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was to get permission to conduct the study. The researchers prepared a formal request and sent it to Salubris Medical Center, asking
for written authorization to distribute the questionnaires within the facility. Securing this permission was vital to ensure they were
following the center’s policies and respecting the rights of the patients. Once they received approval from Salubris Medical Center, the
researchers distributed the questionnaires to selected respondents. They made sure to reach a diverse group of patients to gather a
representative sample. After collecting the completed surveys, the researchers carefully counted and reviewed the responses to ensure
they were complete and accurate.
Data Analysis
In treating the gathered data in this study, the following statistical tools and techniques were used:
Frequency count and percent were used to determine the profile of the respondents in terms of gender, age, religion, occupation, social-
economic status, and civil status.
Mean and standard deviation were used to determine the outpatients’ level of satisfaction on the healthcare services. Table 4 shows the
mean range and its interpretation.
Table 4. Mean Range and Interpretation for the Level of Satisfaction
Mean Range Descriptive Qualitative Interpretation
1.00-1.49 Strongly Disagree Very Unsatidfied
1.50-2.49 Disagree Unsatisfied
2.50-3.49 Agree Satisfied
3.50-4.00 Strongly Agree Very Satisfied

An independent samples T-test was used to compare the outpatient’s level of satisfaction of healthcare services provided and
occupation.
One-way ANOVA was used to determine whether there were significant differences in the outpatient level of satisfaction with the
healthcare services provided when respondents were grouped according to gender, age, religion, social economic status, and civil status.
Thematic analysis was employed to identify the factors affecting the outpatients’ level of satisfaction with healthcare services and the
recommendations to improve the quality of healthcare services.
Results and Discussion
This section presents the results, discussion, and implications that the researchers have gathered and made through the process of
conducting the study on the Level of Satisfaction of Outpatients with the Healthcare Services in a Private Hospital.
Section 1. The Outpatients’ Level of Satisfaction of Healthcare Services Provided
Table 5. Outpatients Level of Satisfaction on the Facilities and Hospital Services
Statements Mean SD Interpretation
1.The signs at the hospital are directing me to different departments and services are clear. 3.70 .46 Highly Satisfied
2. The facilities are new and complete. 3.61 .49 Highly Satisfied
3. I am confident that my medical bills are affordable. 3.51 .60 Highly Satisfied
4. I feel insured and protected financially against all possible medical problems. 3.56 .53 Highly Satisfied
5. I feel protected from financial hardship. 3.43 .53 Satisfied
7. The facilities are clean and sanitize well. 3.62 .49 Highly Satisfied
8. There are alternatives in paying medical bills like insurance and others. 3.57 .64 Highly Satisfied
9. Places where I can get medical care are very conveniently located and clean. 3.56 .50 Highly Satisfied
10. The facilities needed for every departments are complete. 3.66 .48 Highly Satisfied
11. The departments where I get medical care are always available. 3.52 .54 Highly Satisfied
12. I receive medical care as soon as I get there. 3.62 .52 Highly Satisfied
13. I am able to get medical service in emergency. 3.67 .47 Highly Satisfied
14. I find it easy to get an appointment for medical care right away. 3.57 .50 Highly Satisfied
15. All the equipment are working well. 3.61 .49 Highly Satisfied
16. I can easily cover my share of the cost for a medical care visit. 3.64 .52 Highly Satisfied
17. The waiting hours in emergency is fast. 3.64 .48 Highly Satisfied
18. All the facilities are working well. 3.59 .50 Highly Satisfied
19. If I need hospital care, I can get admitted without any trouble. 3.74 .44 Highly Satisfied
20. I find that my medical bills are affordable. 3.59 .30 Highly Satisfied
Overall Mean 3.60 .50 Highly Satisfied
Legend:1.00-1.49 (Not Satisfied at all), 1.50-2.49 (Slightly Satisfied), 2.50-3.49 (Satisfied), 3.50-4.00 (Highly Satisfied)

Table 5 presents the outpatients' level of satisfaction with the hospital's facilities and services. The data indicates that respondents were
generally "Highly Satisfied" across all evaluated statements. The lowest satisfaction was linked to the statement "I feel protected from
financial hardship" (x̄ = 3.43, s = 0.82), indicating concerns regarding financial security. The highest satisfaction was observed in the

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statement "If I need hospital care, I can get admitted without any trouble" (x̄ = 3.74, s = 0.65), reflecting confidence in accessibility.
Despite this, the overall satisfaction mean score was (x̄ = 3.39, s = 0.71), still falling under the "Highly Satisfied" category.
These findings suggest that Salubris Medical Center has largely succeeded in meeting patient expectations, particularly regarding
accessibility and the availability of necessary services. The high satisfaction with ease of admission indicates a well-functioning system
for patient intake, while the lower satisfaction concerning financial security highlights the need for the hospital to address concerns
related to the cost of healthcare. Improving financial assistance programs or offering clearer communication about billing could help
enhance patient trust in this area. The overall satisfaction suggests that the hospital’s facilities and services are effectively meeting key
patient needs, but a focus on addressing financial concerns could further elevate patient experiences.
As noted in Zhou’s (2023) study, patient satisfaction is closely linked to the hospital environment and the quality of communication
between healthcare providers and patients. This aligns with our findings, where patients expressed high satisfaction with facility
cleanliness and safety. However, the financial aspect remains a potential challenge, as discussed by Shabbir et al. (2016), who found
that financial concerns can lower overall satisfaction despite high service quality. This connection reinforces the importance of
addressing financial issues at Salubris Medical Center to ensure patient satisfaction is comprehensive. By improving financial security
measures, the hospital can further strengthen its reputation and improve the overall patient experience.
Table 6. Outpatients Level of Satisfaction on the Healthcare providers
Statements Mean SD Interpretation
1. Doctors are thorough in treating and examining me. 3.62 .49 Highly Satisfied
2. I am very satisfied with the health care service I receive from doctors and nurses. 3.67 .47 Highly Satisfied
3. The medical providers are approachable. 3.62 .52 Highly Satisfied
4. Doctors are good about explaining the reason for medical tests. 3.62 .49 Highly Satisfied
5. The health care providers who treat me are all respectful. 3.69 .47 Highly Satisfied
6. My doctors treat me in a very friendly and courteous manner. 3.66 .48 Highly Satisfied
7. The health care providers give me enough attention to provide my needs. 3.56 .53 Highly Satisfied
8. I am confident about the ability of my doctors. 3.59 .50 Highly Satisfied
9. Doctors usually spend plenty of time with me during my appointments. 3.66 .48 Highly Satisfied
10. The healthcare providers act professional towards me. 3.67 .47 Highly Satisfied
11. The medical staff that treats me knows about the latest medical developments. 3.52 .50 Highly Satisfied
12. I have easy access to the medical specialists and doctors I need. 3.56 .53 Highly Satisfied
13. The doctors familiarize me with medical terms. 3.56 .56 Highly Satisfied
14. Doctors never expose me to unnecessary risk. 3.62 .49 Highly Satisfied
15. The doctors I have seen are knowledgeable enough with my medical problems. 3.72 .45 Highly Satisfied
16. The healthcare providers observe patient confidentiality. 3.67 .45 Highly Satisfied
17. The healthcare providers give me advice about ways to avoid illness and stay healthy. 3.61 .53 Highly Satisfied
18. My doctors are very competent and well trained. 3.62 .55 Highly Satisfied
19. The health care providers know how to use their medical facilities. 3.59 .50 Highly Satisfied
20. If I have a medical question, I can reach a doctor for help without any problem. 3.79 .41 Highly Satisfied
Overall Mean 3.63 .49 Highly Satisfied
Legend:1.00-1.49 (Not Satisfied at all), 1.50-2.49 (Slightly Satisfied), 2.50-3.49 (Satisfied), 3.50-4.00 (Highly Satisfied)

Table 6 presents the descriptive statistics regarding the level of satisfaction among outpatients with healthcare providers at Salubris
Medical Center. The data reveals that patients express a high level of satisfaction across all aspects of care, but there are some
noteworthy differences in the scores. The highest satisfaction was reported for the statement, "If I have a medical question, I can reach
a doctor for help without any problem," (x̄ = 3.79; s = 0.41). This indicates that patients are particularly satisfied with the accessibility
and responsiveness of healthcare providers, highlighting the importance of effective communication and availability in fostering patient
satisfaction. On the other hand, the lowest satisfaction was recorded for the statement, "The medical staff that treats me knows about
the latest medical developments," (x̄ = 3.52; s = 0.50). While still within the "Highly Satisfied" category, this suggests that patients
may have slightly lower confidence regarding the staff’s awareness of the latest medical advancements, pointing to a potential area for
improvement, such as ongoing professional development for healthcare providers. Finally, the overall mean satisfaction score across
all statements (x̄ = 3.63; s = 0.49), indicates that, on the whole, outpatients are highly satisfied with the care they receive at Salubris
Medical Center. This overall score underscores the positive patient experience, with healthcare providers generally meeting or
exceeding patient expectations in key areas such as respect, competence, and communication.
The data reveal that outpatients at Salubris Medical Center enjoy a high degree of satisfaction with their healthcare providers, largely
due to the warm and welcoming demeanor of the staff. This supportive atmosphere contributes to a sense of comfort and trust, essential
components in any healthcare setting. The findings indicate that effective communication and a respectful approach during patient
interactions are pivotal in shaping positive experiences. Moreover, the friendly and knowledgeable nature of healthcare providers plays
a significant role in fostering favorable patient experiences. To sustain and improve these high levels of satisfaction, it is crucial for the
hospital to invest in ongoing training focused on enhancing communication skills and promoting respectful interactions with patients.
Research by Kaur et al. underscores the strong impact of healthcare providers’ attitudes on patient satisfaction. This aligns with our
findings, which show that a compassionate, respectful, and knowledgeable approach is essential for maintaining high patient
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satisfaction levels. The results of our study reinforce the notion that effective communication and respectful treatment are vital
components of the patient experience. By prioritizing these elements through staff training and development programs, Salubris
Medical Center can further enhance patient satisfaction and ensure that positive interactions continue to define the patient experience.
Table 7. Overall mean of the Level of Satisfaction of Outpatients with Healthcare services in a
Private Hospital
Mean SD Qualitative Interpretation
Overall mean of the Level of Satisfaction of Outpatients with 3.63 .28 Highly Satisfied
Healthcare services in a private Hospital.
Legend:1.00-1.49 (Not Satisfied at all), 1.50-2.49 (Slightly Satisfied), 2.50-3.49 (Satisfied), 3.50-4.00 (Highly Satisfied) SD – Standard Deviation

Table 7 highlights how satisfied patients are with both the healthcare providers and facilities at the hospital. The mean satisfaction
score for healthcare providers x̄ = 3.63, indicating that patients are very satisfied with the care they receive. This suggests that the
healthcare team is doing an excellent job in meeting patient needs through effective communication and professionalism, making
patients feel well taken care of.
When it comes to the hospital’s facilities, the mean score stands at 6.59, which shows that patients are also very satisfied with the
environment where they receive care. This score reflects that the hospital provides clean, well-kept, and accessible facilities, which are
crucial for a positive patient experience. Features like modern equipment, comfortable waiting areas, and organized spaces make a
significant difference, helping patients feel at ease during their visits. A welcoming environment contributes to their overall satisfaction
and comfort.
The overall mean score of 3.61 demonstrates general satisfaction with both the healthcare providers and the hospital facilities. This
indicates that the hospital not only offers a safe and clean atmosphere but also delivers high-quality care in a friendly environment.
Such a combination is vital for building trust and satisfaction among patients. Research supports this view, showing that a positive
setting and effective communication from healthcare providers significantly enhance patient satisfaction. To maintain high satisfaction
levels, it is essential for the hospital to continue improving both the quality of care and the conditions of its facilities.
Section 2. Significant Differences on the Level of Satisfaction of Healthcare Services and the Profile Variables
Table 8. Comparison of the Level of Satisfaction on the Healthcare Services of
the Respondents in Terms of Gender
Factors Groups f Mean SD F-value p-value
Level of Satisfaction Male 22 3.60 .26 0.4 .964
Female 34 3.62 .29
LGBTQ+ 5 3.62 .24

Table 8 presents the comparison of the level of satisfaction on the Healthcare Services of respondents based on their gender. The F-
value of 0.04 and p-value of 0.964 indicate that there are no significant differences in satisfaction levels among the different gender
groups.
The absence of significant differences in satisfaction levels among gender groups implies that the hospital’s services effectively meet
the needs of a diverse patient population. This suggests that Salubris Medical Center is successful in providing inclusive care that
resonates equally with all gender groups, reinforcing the importance of maintaining high-quality, equitable healthcare for everyone.
Maintaining this positive experience for all individuals is crucial to ensuring ongoing satisfaction. Healthcare providers should continue
to promote equitable treatment and foster an environment that embraces diversity, as this can enhance overall patient experiences and
satisfaction.
Similar findings have been reported in recent studies. For example, a study by Sharma et al. (2021) found no significant differences in
patient satisfaction based on gender, emphasizing that patients of all backgrounds reported high satisfaction levels with the services
provided at healthcare facilities. Likewise, a systematic review by AlHumaidan et al. (2022) reinforced that patient satisfaction is
largely consistent across various demographic groups, including gender, highlighting the importance of effective communication and
quality care in promoting positive patient experiences. These findings align with the objectives of our study, suggesting that continued
focus on inclusivity and quality service is vital for maintaining high patient satisfaction levels across all demographic categories.
Table 9. Comparison of the Level of Satisfaction of the Respondents in Terms
of Age
Factors Groups f Mean SD F-value p-value
Level of Satisfaction Youth 10 3.55 .24 1.03 .365
Adult 44 3.64 .28
Senior 7 3.51 .25

Table 9 highlights the differences in satisfaction levels among respondents based on age groups: youth, adults, and seniors. The p-value
of 0.365 indicates that there is no statistically significant difference in the level of satisfaction among respondents when grouped by

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age. This suggests that age does not have a significant effect on the satisfaction levels of the respondents, based on the data collected.
This means that older adults might face specific difficulties in getting and using healthcare services, which could lead to lower
satisfaction with their care. Issues such as mobility limitations and complex health conditions often hinder seniors’ experiences in
healthcare settings (Brouwer et al., 2019). Therefore, while adults express the highest satisfaction levels, it is crucial to recognize and
address the specific needs and barriers faced by seniors to improve their healthcare experiences effectively.
Research supports the idea that age-related factors can significantly influence patient satisfaction. For instance, Donnelly and O’Reilly
(2020) found that effective communication is particularly important for adults, enhancing their overall satisfaction with healthcare
services. Conversely, Brouwer et al. (2019) noted that seniors often face unique obstacles that may lead to lower satisfaction levels.
These findings underscore the importance of tailoring healthcare services to meet the diverse needs of different age groups. By focusing
on improving accessibility and support for senior patients, healthcare providers can enhance their satisfaction and overall experience,
ensuring that all patients receive the quality care they deserve.
Table 10. Level of Satisfaction on the Healthcare Services of
the Respondents in Terms of Employment Status
Employed Unemployed t 59 p
Level of Satisfaction M SD M SD 3.39 .244
3.69 .277 3.47 .21

Table 10 presents a comparison of satisfaction levels among respondents based on their occupation. The analysis reveals that there are
no significant differences in satisfaction levels between the employed and unemployed groups. The statistical results indicate that this
difference is not statistically significant. The p-value from the analysis confirms that occupation does not have a meaningful effect on
patient satisfaction at Salubris Medical Center. The observed variations in satisfaction between the two groups could be attributed to
random fluctuation rather than a true difference linked to employment status.
The results suggest that healthcare services at Salubris Medical Center are perceived similarly by employed and unemployed
individuals, indicating that the hospital provides consistent care across different employment statuses. Importantly, the lack of
significant difference in satisfaction levels between these two groups implies that employment status does not significantly impact how
patients experience healthcare at the facility. Despite the unemployed group reporting a slightly lower satisfaction score, the absence
of statistical significance indicates that employment status does not meaningfully affect patients' overall satisfaction with the care they
receive. This finding suggests that the hospital's services are equally effective for both employed and unemployed individuals,
regardless of their financial situation. While financial constraints may still influence the healthcare access of unemployed individuals,
this does not appear to have a significant impact on their satisfaction with the hospital’s services. The implication here is that Salubris
Medical Center is successful in providing equitable, high-quality care that meets the needs of all patients, regardless of their
employment status.
These findings align with existing research on the topic. For instance, a study by Huang, Shen, and Wang (2017) found that while
employment status can influence patient satisfaction, the overall quality of healthcare services has a far more significant effect on
satisfaction levels. Their research demonstrated that both employed and unemployed patients reported similar satisfaction levels when
they had equal access to affordable and high-quality care. This supports the current study’s conclusion that Salubris Medical Center
successfully meets the healthcare needs of both employed and unemployed patients, with satisfaction levels remaining consistent
regardless of employment status.
Table 11. Level of Satisfaction of the Respondents in Terms of Family Status
Factors Groups f Mean SD F-value p-value
Level of Satisfaction Rich 1 3.58 .32 .923
High Income 2 3.54 .27
Upper Middle 6 3.60 .11
Middle Class 17 3.56 .33
Lower Middle Class 15 3.66 .28
Low Income 13 3.67 .21
Poor 7 3.56 .36

Table 11 compares the satisfaction levels of respondents based on their socioeconomic status. Many patients visiting Salubris Medical
Center come from lower-income backgrounds and are generally satisfied with the healthcare services they receive, even with their
financial limitations. This indicates that Salubris Medical Center is effectively meeting the needs of these patients by providing care
that is both accessible and affordable.
While the overall satisfaction scores are encouraging, there is no differences in satisfaction levels among the socioeconomic groups
reveal the financial challenges that patients may face when accessing healthcare. Importantly, the results show that there is no
significant difference in satisfaction scores between the different income groups, meaning that all patients, regardless of their income
level, are generally satisfied with the care they receive. However, it is essential to recognize that socioeconomic status can greatly

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influence patients’ access to proper healthcare services. A study by Caballo et al. (2022) shows that individuals with lower
socioeconomic status often face barriers that can lead to lower-quality care and increased difficulties when seeking treatment.
These insights align with the findings of Caballo et al. (2022), which highlight the need to address socioeconomic differences in
healthcare. Their research indicates that while healthcare providers may try to offer fair services, there are still barriers for low-income
patients. By recognizing these challenges, Salubris Medical Center can strengthen its efforts to provide high-quality care for all patients,
regardless of their financial situation. Ensuring that lower-income individuals receive the same level of care as higher-income patients
is essential for promoting fairness in healthcare and improving overall patient satisfaction across all socioeconomic groups.
Table 12. Level of Satisfaction of the Respondents in Terms of Civil Status
Factors Groups f Mean SD F-value p-value
Level of Satisfaction Married 39 3.65 .26 1.39 .257
Single 21 3.53 .28
Widow 1 3.58

Table 12 illustrates the satisfaction levels of respondents based on their civil status. The p-value of 0.257 indicates that there is no
significant difference in the level of satisfaction among respondents when grouped by civil status. This suggests that civil status does
not have a significant effect on the satisfaction levels of respondents, based on the data collected.
The findings suggest that married respondents tend to be more engaged in healthcare, which may positively impact their satisfaction
levels. Importantly, the analysis shows that there is no significant difference in satisfaction levels among the different civil status
groups. According to a study by Asif et al. (2021), most married women visit clinics for family planning purposes. This trend suggests
that an increased number of married couples are seeking regular checkups to assess their health in the context of starting a family. As
such, the higher satisfaction levels among married respondents may reflect not only their access to healthcare but also their proactive
approach to managing their health.
These findings underscore the importance of considering civil status when evaluating patient satisfaction. Supportive relationships play
a significant role in healthcare experiences, as evidenced by the higher satisfaction levels among married individuals. However, the
lack of significant differences among the groups suggests that Salubris Medical Center provides a generally positive experience for all
patients, regardless of their civil status. Understanding these dynamics is essential for healthcare providers, as it highlights the need to
foster an environment that promotes family involvement in health management. By acknowledging the influence of civil status on
patient experiences, healthcare systems can better tailor their services to meet the needs of diverse populations.
Section 3. Thematic Analysis on Outpatients’ Level of Satisfaction of Healthcare Services Provided
Table 13. Factors Affecting the Outpatient’s Level of Satisfaction of the Healthcare Services Provided
Themes Example Statements f (%)
Attitude of healthcare providers 1. Doctors and staff are kind and communicate well. 31 (50.82%)
2. They always listen to our concerns.
3. The staff is friendly and kind.
Cleanliness of the facilities 1. The hospital is clean and feels safe. 11 (18.03%)
2. The environment is always neat.
3. I appreciate the clean surroundings.
Bills 1.The bills are too expensive, and insurance is unclear. 6 (9.84%)
2.I struggled with the payment.
3.They should lower the cost.
Medical Equipment 1. Some medical equipment was incomplete. 3 (4.92%)
2. Some machines were missing.
3. They lacked basic equipment.
Time 1. The waiting times are too long, and records are slow. 3 (4.92%)
2. It took forever to process my records.
3. They need to reduce waiting times.
Privacy 1. My privacy was well-protected. 1 (1.64%)
Consultation 1.The way they handled consultations was professional. 1 (1.64%)
Total 61 (100%)

Table 13 presents a thematic analysis of the respondents’ answers regarding the factors affecting the level of outpatient satisfaction
with healthcare services at Salubris Medical Center. The analysis identifies several key themes that influence patient satisfaction, with
the most frequently mentioned factors being the attitude of healthcare providers, cleanliness of the environment, and cost of bills.
The attitude of healthcare providers emerged as the most significant factor, with 50.82% of respondents citing it as a key element
influencing their satisfaction. Patients emphasized the kindness, effective communication, and attentiveness of the doctors and staff.
This highlights that positive interpersonal interactions with healthcare providers are critical to patient contentment. The attitude of staff
is central to fostering a supportive and reassuring environment, which directly impacts patients' overall experience and perception of

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care. Following this, cleanliness of the environment was another prominent theme, mentioned by 18.03% of respondents. Many patients
noted that the hospital felt clean, safe, and well-maintained, contributing significantly to their satisfaction. A well-kept environment
not only promotes physical health and safety but also creates a sense of trust and professionalism, making patients feel more comfortable
and confident in their care. This reinforces the importance of maintaining a hygienic and pleasant environment to enhance patient
satisfaction.
The results show that cost concerns were an important issue since 9.84% of the patients complained about receiving high bills and
unclear insurance policies. Affordability and billing transparency were important barriers to satisfaction, which suggests that financial
considerations play a very important role in the patient experience. Patients who face financial difficulties might feel stressed or
frustrated, which can influence their overall satisfaction. Other issues, while less commonly reported, were also observed. Medical
equipment and waiting times were mentioned by 4.92% of respondents. The frustration that came from incomplete or unavailable
equipment and extended service delays indicates that operational inefficiencies and limited resources can indeed affect satisfaction.
Privacy and professionalism during consultations, each cited by 1.64% of respondents, were recognized but not as critical concerns.
Patients generally felt their privacy was respected and consultations were handled professionally, but these aspects were not major
sources of dissatisfaction.
These results suggest that the most important factors influencing outpatient satisfaction at Salubris Medical Center are the attitudes of
healthcare providers, cleanliness, and cost. The high percentage of respondents mentioning the attitude of staff highlights the
importance of fostering positive and compassionate interactions between healthcare providers and patients. Additionally, maintaining
a clean and well-organized environment is crucial in ensuring that patients feel safe and comfortable during their visits. Addressing
concerns related to billing and costs could further improve satisfaction, particularly for those who may struggle with financial barriers
to care. Although factors like medical equipment and waiting times were less frequently mentioned, they still point to potential areas
for improvement. Ensuring the availability of essential equipment and reducing delays in service delivery could further enhance the
patient experience. While concerns related to privacy and consultation were less prominent, they are still relevant to maintaining a high
standard of care, and efforts to continually safeguard patient information and maintain professionalism should remain a priority.
These findings align with research by Fan, Li, and Zhang (2019), which emphasizes that the hospital environment and attitudes of
healthcare providers are fundamental in shaping patient satisfaction. Their study also highlighted the financial concerns, such as high
healthcare costs, play a significant role in patient dissatisfaction, a finding consistent with the concerns raised in this analysis. By
focusing on improving the areas identified—particularly staff attitudes, cleanliness, and cost management—Salubris Medical Center
can better meet patient expectations and improve overall satisfaction.
Table 14. Thematic Analysis of Suggested Improvements (Q2)
Statements Example Quote Frequency (%)
Online Consultation 1. They should offer online consultations for convenience. 13 (21.31%)
2. Online appointments would save time.
3. We need virtual consultations.
Payment Methods 1. There should be alternative payment methods for patients. 11 (18.03%)
2. Offer discounts for PWDs and seniors.
3. Clearer information on bills is needed.
Medical Equipment 1. The hospital needs to upgrade their medical equipment. 3 (4.92%)
2. More modern equipment is needed.
3. They should provide more tools.
Time 1. The waiting times should be reduced 7 (11.48%)
2. Faster consultations would be helpful.
3. Improve the speed of medical records processing.
Satisfaction of Facilities 1. Keep* 2 (3.28%)
2. the hospital clean and sanitized.
3. Clean facilities are important for patient safety.
Quality Service 1. Improve the communication between staff and patients. 24 (39.35%)
2. The quality of services needs enhancement.
3. They should be more professional.
Confidentiality 1. Patient information should be better protected. 1 (1.64%)
Total 61 (100%)

Table 14 presents a thematic analysis of the respondents’ recommendations for improving services among the outpatients at Salubris
Medical Center. The findings indicate that the most frequently suggested method for enhancing patient satisfaction is offering online
consultations, which received a total percentage of (21.31%). This reflects a growing preference for convenient access to healthcare.
Additionally, payment options were recommended by (18.03%) of respondents, suggesting that flexible payment methods could
improve patient experiences. Other recommendations included reducing waiting times at (11.48%), upgrading medical equipment at
(4.92%), and improving cleanliness of the facilities at (3.28%). Furthermore, quality service was highlighted by (4.92%) of respondents,
while confidentiality received a lower emphasis at (1.64%). Notably, (34.43%) of respondents indicated that they had no additional
recommendations and were already satisfied with the services provided.
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These results suggest that a significant portion of respondents believes that improving specific aspects of service can lead to higher
satisfaction among outpatients. The strong preference for online consultations indicates a shift towards more accessible and efficient
healthcare services. Additionally, the emphasis on flexible payment options highlights the need for healthcare facilities to adapt to
patients’ financial needs. The recommendations regarding waiting times and facility cleanliness suggest areas where immediate
improvements could positively impact patient experiences. Overall, addressing these concerns could not only enhance patient
satisfaction but also improve the overall reputation of Salubris Medical Center.
These findings are consistent with the research conducted by Manzoor et al. (2019), which states that patient satisfaction is a critical
measure of how content patients are with the care they receive from healthcare providers. The study emphasizes that understanding
and acting on patient feedback is essential for the success of any healthcare facility. By implementing the recommendations highlighted
by respondents, Salubris Medical Center can further enhance patient satisfaction, ultimately contributing to the facility’s overall
success. Therefore, continuous evaluation of patient experiences and adapting services accordingly will be vital for meeting the
evolving needs of outpatients.
Conclusions
The findings of this study indicate that outpatients at Salubris Medical Center are generally very satisfied with the healthcare services
they receive, especially in terms of the professionalism of the staff, cleanliness of the facilities, and the clear communication of medical
information. These factors are central to the patient experience and are key to why patients feel comfortable and confident in the care
they receive. However, the study also highlighted areas for improvement, particularly with the cost of services and the availability of
necessary medical equipment. Concerns about high medical bills and limited access to some medical resources were frequently
mentioned, which suggests that these issues may be negatively affecting patient satisfaction. While the study provides valuable insights
into patient experiences, there are several limitations to consider. The sample size of 61 respondents is relatively small, which means
that the findings may not be fully representative of all outpatients. A larger and more diverse sample would offer a clearer picture of
the satisfaction levels across different patient demographics. Furthermore, the study did not explore in-depth the varying needs of
different patient groups based on factors such as gender, age, and socio-economic status. As a result, there is a need for more research
that delves into how these factors influence patient satisfaction. Understanding these differences can help the hospital provide more
tailored services to meet the specific needs of diverse patient groups. Based on these findings and limitations, it is recommended that
Salubris Medical Center continue to focus on maintaining the strengths identified in the study—such as professionalism, cleanliness,
and communication—while addressing the concerns related to service costs and the availability of medical equipment. Ensuring that
services are affordable and that equipment is readily available can significantly improve the patient experience. Additionally, future
studies should explore the satisfaction levels of different patient groups in greater depth, allowing the hospital to address any disparities
in care and ensure that improvements benefit all patients. By taking these steps, Salubris Medical Center can further enhance patient
satisfaction and continue to provide high-quality, patient-centered care. This will not only help maintain the hospital’s strong reputation
but also ensure that it meets the evolving needs of all patients in a more inclusive and equitable way.
Through the major findings of this research, it shall come up with a number of recommendations with the aim of improving the quality
of service at Salubris Medical Center and sustaining high patient satisfaction. Firstly, the hospital could look for options to make
healthcare services affordable by offering installment plans and easier payment procedures. Second, it must ensure that medical
equipment is always available well maintained and up-to-date, this would directly enhance the quality of care delivered outpatients and
improve patient satisfaction. Third, the hospital can develop its existing practices by investing in continuous trainings and enhancing
professionalism, cleanliness, as well as proper communication to further improve the experiences of the patients.
Hospitals should consider obtaining certifications such as ISO (e.g., ISO 9001 for quality management systems) to showcase their
commitment to delivering high-quality healthcare services, thereby enhancing patient trust and satisfaction. Additionally, they need to
implement standard feedback mechanisms, such as patient surveys, suggestion boxes, or digital platforms, to consistently monitor
satisfaction levels and identify areas for improvement. Addressing operational inefficiencies, such as ensuring the availability of
medical equipment and reducing waiting times, is also crucial to improving the patient experience.
Future research should include larger and more diverse outpatient populations and examine various healthcare settings to increase the
generalizability of findings. Qualitative methods, such as patient interviews, can provide deeper insights into patients' experiences and
perceptions. Contextual factors, such as geographic locations and visit purposes, should also be analyzed to identify specific satisfaction
trends and variations across different patient groups. Collaboration with institutions of learning or research facilities could enhance
study methods and provide more holistic findings. Longitudinal studies will be recommended to ascertain whether best practices have
any effect on patient loyalty and health care quality in the long term. Lastly, in order to identify determinants of patient satisfaction in
any given system, the analysis of private and public care settings will be needed and helpful. These measures will enhance patient
satisfaction in addition to overall improvements in the delivery of healthcare.
With this, with these recommendations addressed at Salubris Medical Center, the services become better and answerable to the needs
of a wide-scale patient population. In addition, the proposed areas for future research will contribute valuable insights in guiding the
current improvements in healthcare delivery.

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Affiliations and Corresponding Information
Kairus Camille S. Flores
Saint Mary’s University – Philippines
Jenna Kezziah Cassey P. Dinamling
Saint Mary’s University – Philippines
Cheryn Angela P. Balut
Saint Mary’s University – Philippines
Jasmine Faye Mari
Saint Mary’s University – Philippines
Bj Elmar T. Pagaduan
Saint Mary’s University – Philippines
Carl John Benter
Saint Mary’s University – Philippines
Kristel Joy C. Dapiawen
Saint Mary’s University – Philippines
Shiellah Mae T. Barsicula
Saint Mary’s University – Philippines
Lady Valen Charon A. Dela Peña
Saint Mary’s University – Philippines

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