Republic of the Philippines

PROVINCE OF SAMAR
Catbalogan City
-0O0-

SAMAR PROVINCIAL HOSPITAL

Capitol Ground, Brgy. 7 CatbaloganCity, Samar. Tel No.(055) 543-8923 Fax No. (055) 543-8923; (055) 543-8922
E-mail Address: samarprovincialhospital@yahoo.com.ph

CLIENT SATISFACTION SURVEY TALLY SHEET

Division/Section/Unit: EMERGENCY ROOM Date Tallied: November 20, 2018

Number of filled up CSS forms: 36

I. Responses of the following statements

Statements Strongly Agree Disagree Strongly Total
Agree Disagree
1. Received the appropriate
services needed. 10 3 0 0 13
2. Timely response was given 8 6 0 0 14
3. The staff was well informed 8 5 0 0 13
4. The staff was courteous and
approachable 7 7 0 0 14
5. The services rendered were
just, honest, and fair 8 6 0 0 14
6. The workplace was clean and
organized 9 5 0 0 14

II. As a whole you are satisfied with the services rendered.

YES NO Did not specify/ give answer
14 0

III. Comments/ Suggestions/ Recommendations from Respondents

Positive feedbacks:
“Maupayitonirapagtimangno/ Pag-asikaso ha mgapasyente."
“Madagmit an paghataghanserbisyo.”
“Mgabuotan an mga staff labina an mga Doctor.”

Negative feedbacks:
"Kulang iton higdaan ha mga wards."

SPH-QMS-F-315-Rev.00-Eff. August 31, 2017

 Suggestions:

“Kunta mapadayon an maupay na serbisyo.”

“Kunta makompleto an mga bulong ha Pharmacy para dire napumalit ha gawas.”
‘Kunta madugngan pa hingamit an Emergency Room.”
"Kunta madugngan an mg arooms para ma accommodate an mgapasyente.’
“Kunta madugngan higdaan an hospital.”

IV. Names mentioned:

1. Doctor
2. Nurse

V. Analysis

Statements Strongly Agree Disagree Strongly INTERPRE-

Agree Disagree TOTAL WM TATION
X4 X3 X2 X1
Statement 1 40 9 0 0 49 3.76 Highly Satisfied
Statement 2 32 18 0 0 50 3.57 Highly Satisfied
Statement 3 32 15 0 0 47 3.61 Highly Satisfied
Statement 4 21 21 0 0 42 3.23 Highly Satisfied
Statement 5 32 18 0 0 50 3.57 Highly Satisfied
Statement 6 36 15 0 0 51 3.64 Highly Satisfied

Over-all satisfaction Yes: 97% No: 2.7% Grand 3.56 Highly Satisfied
WM
Legend: 3.26-4.00 (HIGHLY SATISFIED) 2.51-3.25 (SATISFIED) 1.76-2.50 (DISSATISFIED)
1-1.75 (HIGHLYDISSATISATISFIED)

VI. Findings:

Findings indicate that client's shows general satisfaction with regard to overallEmergency
Room performance. This indicates that overall service satisfaction is a function of patient
satisfaction with the physician, with the with nursing service, hierarchically relating to the
patients' perception that the physician provides the greatest clinical value, followed by time
spent waiting for the physician and then satisfaction with the nursing care.
Although the satisfaction level with quality services was considerably fair, there was a
substantial dissatisfaction with the availability of adequate facilities (Medicines), physical
environment, and inadequate bed capacity..
This study's findings reveal that a high satisfaction rate can be achieved by courtesy and
respect shown to the clients by the staff. Communication skills seem to be an important factor
in ER management and may improve patient satisfaction.

SPH-QMS-F-315-Rev.00-Eff. August 31, 2017

VII. Action/Suggestion/Recommendation:

 Comfort of the waiting room and cleanliness of the ER environment should be

enhanced.
 Provide adequate availability of prescribed medicines at the pharmacy.
 Provide adequate recommended emergency medical services equipment.
 Establish a quality management system, hiring ER specialists and experienced
nurses and mechanize the infrastructures.

SPH-QMS-F-315-Rev.00-Eff. August 31, 2017

Client Satisfaction Survey
Forthe month of
November 2018
(Second Week)

EMERGENCY ROOM

Prepared by:

Jazelyn Mae G. Uy, RN

Jonathan A. Lim, RN

Noted By:

Villa P. Mabulay, RN
Supervising Nurse

Mariecon V. Malinao, RN

OIC-Chief Nurse

SPH-QMS-F-315-Rev.00-Eff. August 31, 2017