Accredited Philhealth Konsult Providers Service Quality and Diagnostic Examination Availability in Baguio City
Authors:-Aileen D. Ambros, Cristine Rose A. Angiwot, Kenje L. Coytop, Melvin A. Danao, Phemy Amor C. Galingan, Diana Febone L. Macalo, Merriam S. Pay-an, Marilou Dela Peña, Jolly B. Mariacos
Abstract-The PhilHealth Konsulta program aims to improve healthcare access and affordability in the Philippines by offering full primary care services such as consultations, diagnostic testing, and prescriptions. This study looks at the quality and availability of diagnostic examinations provided by accredited PhilHealth Konsulta providers in Baguio City. A quantitative research approach was used, with a survey disseminated to staff and outpatients from various PhilHealth Konsulta facilities in Baguio City. The study used a Likert scale to assess satisfaction levels in 10 areas of service quality and diagnostic availability, ranging from 1 (least satisfied) to 5 (very highly satisfied). A total of 117 people responded, including 48 personnel and 69 outpatients. Findings indicate generally high satisfaction levels among both healthcare providers and patients regarding consultation services, queue management, and patient instructions within the PhilHealth Konsulta framework. However, moderate satisfaction was noted regarding the availability of medications and diagnostic tests, highlighting potential areas for enhancement in inventory management and diagnostic infrastructure. Disparities between staff and patient perceptions suggest a need for improved communication and alignment in service delivery expectations. While the PhilHealth Konsulta program in Baguio City typically satisfies the demands of patients with moderate to high satisfaction, there are several crucial areas that need to be addressed to increase service quality and diagnostic availability. The study emphasizes the importance of increasing diagnostic test availability through enhanced equipment procurement and supply chain management. Strengthening healthcare manpower by recruiting additional staff and implementing training programs to optimize service delivery efficiency is also advised. Furthermore, leveraging technology to streamline administrative processes and improve patient management systems can enhance overall patient experience and operational effectiveness. This research contributes valuable insights to policymakers, healthcare managers, and practitioners involved in optimizing primary healthcare delivery under the PhilHealth Konsulta program. By addressing identified gaps and leveraging strengths, this study aims to support efforts towards achieving equitable healthcare access and improving health outcomes for residents of Baguio City and similar settings across the Philippines.
DOI: 10.61137/ijsret.vol.10.issue5.228

Published by: Kajal Tripathi