Title

An evaluation of patient satisfaction on the quality health care services in the emergency room of selected hospitals in Cavite

Date of Completion

2003

Document Type

Thesis

Degree Name

Bachelor of Science in Nursing

Keywords

Patient Satisfaction, Quality of Health Care, Emergency Nursing

Abstract

The study utilized a descriptive type of research design. Respondents consisted of either patients themselves or relative of unconscious in the emergency room of selected hospitals in Cavite. The Evaluation of Health Care Service Checklist of Thessalonica Ancaya and Corazon Clamor (2002) was adapted to be used in data gathering. Convenience sampling method was utilized in the study. Statistical treatments utilized were frequency distribution, mean, Kruskal-Wallis test and Mann-Whitney test. The findings of the study showed that 53 (44.2%) belong to the age bracket 20-30 years old (young adulthood), 66 (55%) were female, 100 (83.3%) has a family income of below P10,000, 53 (44.2%) were in high school level, 94 (78.3%) were in acute condition, and respondents were equally represented from the private and public hospitals. On the average, majority of the overall satisfaction level of the respondents equals 96 (80%), which can be interpreted as highly satisfied. The overall satisfaction level of the respondents equals 4.38, which means that the services rendered in the said hospitals are of excellent quality as perceived by the respondents. It was also found out that the overall level of satisfaction on quality health care service of the respondents does not differ when they are grouped according to age, gender, family income, educational attainment and type of condition. However, the satisfaction level of the respondents on the quality health care service differ when they were grouped according to type of institution.

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