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Facility Satisfaction of Patients in Butuan Medical Center

A Case Study Presented to

the Faculty of Bp. Pueblos Senior High School

Father Saturnino Urios University

Butuan City

In Partial Fulfillment of the Requirement for the

Immersion 216

By:

Saud A. Ona

Marian Crystal B. Alforque

Hannah Jane A. Busa

Joan A. Timcang

Kaycee B. Vicente

Shiena Ashley P. Tayone

Keven John C. Mangga

October 2019
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TABLE OF CONTENTS

Page

TITLE PAGE 1

TABLE OF CONTENTS 2

EXECUTIVE SUMMARY 4

INTRODUCTION 5

ANALYSIS 8

RECOMMENDATION AND IMPLEMENTATION 15

CONCLUSIONS 17

APPENDICES 18

REFERENCES 22
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List of Figures

Graph 1 8

Graph 2 9

Graph 3 11

Graph 4 13
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EXECUTIVE SUMMARY

This study aims to know the Facility Satisfaction of Patients

in Butuan Medical Center. The study is conducted according to the

phenomenology method. The participants are divided into three, the

confined patients, discharged patients, and the practitioners of

Butuan Medical Center. A set of Different questionnaires are given

to the participants for each group.

The researchers have discovered that Butuan Medical Center is

one of the Hospitals that have an active employee and good services

at treating their patients. However, researchers have also found

out that the Hospital is lacking of facilities, medical equipment,

availability of comfort rooms, and electric fan. Therefore, certain

actions are a must in this Hospital. Regarding with the structure-

built of the facility in the hospital, it must provide satisfaction

to the patients for it would help them to be in comfort and recover

from their illness. Thus, doing so will not cause inconvenience to

them.
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INTRODUCTION

Increasing body of knowledge towards the structure had been

the center of attention by the researchers throughout the years.

They have been studying all the certain aspects of creating

evidence-based healthcare design to make all the patients satisfied

with the physical environment. Quality basis of a facility depends

on the needs of the Patients. Moreover, indoor quality such as

ventilation, ceiling fans, room space, positions of beds, and

availability of medical equipment. These quality-basis of a

facility are vital for keeping the patients satisfied.

Patient satisfaction is a highly desirable outcome of the

Hospital and may even be an element of health status itself. A

patient’s expression of satisfaction or dissatisfaction is a

judgment on the quality of hospital care in all of its aspects.

Patient satisfaction is an indicator that should be indispensable

to the assessment of the quality of care in hospitals.

Recently, Butuan Medical Center have been experiencing

inadequate facility wherein they are lacking of rooms, ceiling

fans, and medical supply. This kind of event suddenly affects the

satisfaction of the patients in Butuan Medical Center (BMC). Having

insufficient materials, and equipment lies a great possibility of

dissatisfaction towards the patients. thus, this study provides a

great significance towards a new knowledge about the satisfaction

of patients towards the facility in Butuan Medical Center (BMC).

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Quality basis of a facility depends on the needs of the

Patients. Moreover, indoor quality such as ventilation, ceiling

fans, room space, positions of beds, and availability of medical

equipment. These quality-basis of a facility are vital for keeping

the patients satisfied.

E.R.C.M. Huisman, E. Morales J. van Hoof, H.S.M. Kurt, health

is a state of complete physical, mental, and social well-being and

not merely the absence of disease or infirmity. Healthcare

facilities (HCF) are places where patients with health conditions

go for treatment, which is provided by specialists and other care

professionals. In recent years, we see a growing interest in the

role of technology and the built environment as part of the holistic

treatment of patients (Huisman, E.R.C.M., Morales, E., van Hoof,

J., et. al, 2012).

According to John Reiling, Hughes RG, Murphy MR, Prioritizing

the safety of patients is one of the fundamentals in a Hospital.

Having sufficient equipment and medical sources enables a certain

hospital to provide enough services towards patients. However,

practice of facility design and management has changed throughout

the years. Conflicts occurred when poor choice of facility designs

have been implemented in Hospitals. Thus, increase of having poor

satisfactory towards the patients wherein they are affected with

the environment (Reiling, J. et.al, 2009).

According to Nelson, A., Powell-Cope, G., Patterson, S.,

recent attention in health care has been on the actual

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architectural design of a hospital facility, including its

technology and equipment, and its effect on patient safety. To

address the problems of errors in health care and serious safety

issues, fundamental changes of health care processes, and the

physical environment are necessary and need to be aligned. There

are a number of Hospitals which has implemented specific facility

design which provides much more sufficient healthcare services

towards patients. However, there are certain hospitals which are

unable to provide new equipment and supplies. It occurs that there

is an impact in every facility design to the safety and health of

patients (Nelson, A., Powell-Cope, G., Patterson, S., 2009).

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ANALYSIS

Graph 1.

Question 1
9
8
8

3
2
2

Yes No

Interview question:

Are you satisfied with the facilities?

As reflected in the gathered data eight (8) out of ten (10)

participants confirmed that they are not satisfied with the

facilities of Butuan Medical Center (BMC), this only implies that

this phenomenon would lead to a situation such that the patients

will not be able to recover fast. According to Burge’s study, the

sick building syndrome which addresses the factors of poor

structure of facility design would lead to dissatisfaction of

patients. These effects of the physical environment on the patients

healing process, recovery, and well-being have consequences for

the design and construction of Healthcare Facilities. Burged (2009)

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Graph 2.

Question 2
12

10

Yes No

Interview question:

Are they fully equipped with their medical supplies, medical

equipment, and appliances that is needed for their facilities?

As reflected in the gathered data, ten (10) out of ten (10)

participants state that the hospital is not fully equipped, this

only implies that the patients are not satisfied in terms of the

facilities in the hospital because of the lack of ceiling or

electric fans, and availability of comfort rooms. In support of

E.R.C.M. Huisman, E. Morales J. van Hoof, H.S.M. Kurt, they

described the indoor quality related to the content of indoor air

that could affect the health and comfort of building occupants and

to the building materials, ventilation, and activities conducted

in HCF (E.R.C.M. Huisman, et al., 2012). Summary of design

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features related to safety and security to address with a level of

evidence of two or higher: no slippery floors, appropriate door

openings, correct placement of rails and accessories, correct

toilet and furniture height, single-bed rooms, availability of

comfort rooms, control of temperature, and ventilation.

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Graph 3.

Question 2
8

Yes No

Interview question:

Do they observe cleanliness to their facilities?

Based on the gathered data, three (3) out of ten (10)

participants confirmed that they have observe cleanliness regarding

to the hospital’s facility, this implies that the hospital failed

to maintain the cleanliness and orderliness in their facilities.

Maintaining cleanliness in a healthcare facility differs from the

conventional cleaning. Health facilities are required to maintain

utmost cleanliness for minimizing the growth of ineffective

organisms, which can spread between patients, visitors and hospital

staff. Public Health facilities are generally perceived to be

unpleasant and unhygienic with poorly maintained builders, over

flowing drains, grazing cattle within the campus. In addition of

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E.R.C.M Huisman, E. Morales, J. van Hoof, et al., maintaining the

cleanliness and orderliness of a facility will reduce infection

rates to patients. Infections and cleanliness are related to

hygiene, which are, in turn, associated with the environment within

the facility ((Huisman, E.R.C.M., Morales, E., van Hoof, J., et.

al, 2012).
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Graph 4.

Question 4
9

0
Category 1

Yes No

Interview question:

Are you satisfied with the facilities that they have offered after

your payment?

Based on the gathered data, eight (8) out of ten (10)

participants are not satisfied with the facilities that the

hospital offered after their payment. It shows that they are not

really satisfied on the poor-quality facility that they were

confined. Due to the lack of control in temperature inside the

room, patients are not comfortable of the place and are forced to

adjust themselves with the physical environment in their facilities

in Butuan Medical Center (BMC). According to E.R.C.M Huisman, E.

Morales, J. van Hoof, et al., the healing process and well-being

of the patients have proved to be increasing depending on the

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healing environments within the facility (Huisman, E.R.C.M.,

Morales, E., van Hoof, J., et. al, 2012). It means that the

satisfaction of patients is highly dependent on the quality of the

facility; thus, the facility and the satisfaction of patient has a

direct relationship wherein the facility has to boost up their

quality to meet the highest rate of satisfaction of the patients.

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RECOMMENDATIONS AND IMPLEMENTATIONS

Based on the conclusions derived from the study, the following

recommendations are offered for considerations:

For the patients- Patients should be vocal about their problem

in their surroundings so that the hospital’s personnel will take

an action for this. The patients shouldn’t be sheepish to inform

the health professionals about their health status, their thoughts,

and feelings.

For the practitioners- They must consistently maintain and

always looked after the cleanliness in each room or wards. The

wellness of the patients must be check, especially in the

surroundings. The practitioner’s healing process must be in a way

that a patient must stay comfortable by their place.

For the government- Government must observe the hospital’s

ambiance in order to know what factors that should be provided to

ensure the patients well-being. They should allocate budget for

equipment, facilities and necessary stuffs to satisfy the patients

stay and wellness.

For the Butuan Medical Center- The Butuan Medical Center must

be aware to the surroundings and environment of the hospital, they

must provide the lacks of comfort room in every ward. They should

be responsible to clean each room for the comfortability of the

patients.
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For the Future Researchers- Conduct a study about the

availability of medical supplies in a Hospital.

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CONCLUSIONS

Based on the findings gathered from this study, the following

conclusions were drawn to answer the problems stated in this study.

The researchers concluded that:

1. Patient's satisfaction towards the facility in Butuan Medical

Center is low due to the lack of celling fans, availability

of comfort rooms and lack of medical supply, and equipment.

Given that the facility is lacking of these variables,

patients were not satisfied with their environment. This

leads to complication in health, and safety of the patient.

2. Researchers have concluded that the facilities is not fully

equipped due to the lack of ceiling fans, availability of

comfort rooms, medical supply, and equipment.

3. Researchers have concluded that Butuan Medical Center (BMC)

was not able to maintain the cleanliness and orderliness of

the environment due to the lack of availability in comfort

rooms in their facility. These results to improper hygiene

and would lead to further complications if not recognized.

4. Researchers have concluded that the quality of facility

design is very important to make the patients satisfied.

Achieving quality health systems would require a continuous

process of measurement and evaluation. The patient’s

satisfaction is highly dependent on the healthcare

facilities. Thus, facility serves to be one of the foundations

of making the patients satisfied.

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Chapter VI

APPENDIX A

Interview Questionnaire

Question 1: Are you Satisfied with the Facilities?

Yes, I am satisfied with the facilities in the Hospital.

No, I am not fully satisfied with the facilities in the

Hospital.

Others, please specify: ____________________________________

_________________________________________________________________

Question 2: Are they fully equipped with their medical supplies,

medical equipment, and appliances that is needed for their

facilities?

Yes, they are fully equipped with all the support the need in

the facility.

No, They are not fully equipped with all the support they

need in the facility.

Others, please specify: ____________________________________

_________________________________________________________________
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Question 3: Do they observe cleanliness to their facilities?

Yes, they have maintained cleanliness to their facilities.

No, they have not maintained cleanliness to their facilities.

Others, please specify: ____________________________________

_________________________________________________________________

Question 4: Are you satisfied w/ the facilities that they have

offered after your payment?

Yes, I am satisfied w/ the facilities after payment.

No, I am not satisfied w/ the facilities after payment.

Others, please specify: ____________________________________

_________________________________________________________________
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APPENDIX B

Full and Voluntary Informed Consent

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APPENDIX C

Documentation
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REFERENCES

Burge S, Hedge A, Wilson S, Bass JH, Robertson A. (2009). Sick

Building Syndrome. Occupational and Environmental

Medicine 2004; 61:185-190. Birmingham, England: American

Physiological Society. Retrieved from

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2796751/

Carr, R. (2017). Whole Building Design Guide. Washington, DC:

WBDG Health Care Subcommittee. Retrieved from

https://www.wbdg.org/building-types/health-care-

facilities/hospital

Huisman, E.R.C.M., Morales, E., van Hoof, J., Kort, H.S.M.

(2012). Healing environment: A review of the impact of

physical environmental factors on users. Amsterdam,

Netherlands. Elsevier. Retrieved from

https://www.sciencedirect.com/science/article/pii/S036

0132312001758

Kemppainen, V., Tossavainen, K. Turunen, H. (2012). Nurses'

roles in health promotion practice: an integrative

review. Oxford, United Kingdom: Oxford University

Press. Retrieved From

https://academic.oup.com/heapro/article/28/4/490/556908#849

51232
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Khullar, D. (2017). Bad Hospital Design Is Making Us Sicker. New

York City, NY: New York Times. Retrieved from

https://www.nytimes.com/2017/02/22/well/live/bad- hospital-

design-is-making-us-sicker.html

Mroczek, J, Mikitarian, G, Vieira, E.K, Rotarius, T. (2010).

Hospital design and staff perceptions: an exploratory

analysis. Florida, USA: NCBI information. Retrieved from

https://www.ncbi.nlm. nih.gov/pubmed /16131934

Reason, J. (2009). Human error: models and management.

United Kingdom: British Medical Journal. Retrieved from

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1117770/

Reiling, J., Ronda G., Hughes, R.G., Murphy, M. R. (2009). The

Impact of Facility Design on Patient Safety. Bethesda,

Maryland: NCBI information. Retrieved from

https://www.ncbi.nlm.nih.gov/books/NBK2633/