METHODOLOGY

The research methods and procedures used by the researchers in

investigating the problem includes sources of data, choice of respondents,
the research instrument, the data gathering procedures and the statistical
treatments of the data employed.

Research Design
To accomplish the objectives of the study, the descriptive method,
specifically the normative survey, was utilized. This particular method is
useful for investigating a variety of problems which concerns the assessment
of attitudes, behavior, performance, satisfaction, condition and procedures in
business and healthcare setting. Besides describing what is, it also supplies
both factual and practical information that is used to evaluate conditions.
Furthermore, the method enables one to know the typical condition of
situations and characteristics of individuals.
In this study, the survey method was utilized to determine consumers
satisfaction with the use of integrated healthcare delivery systems for both
local and foreign health insurance plan holders.

Sources of Data
1. Local health insurance plan holders
This provided the researcher the background and characteristics of
respondents which identify them in terms of the name of their insurance,
current health plan, and the number of months or years in a row with the
same health plan.

Appendix ___ was administered to determine consumers satisfaction

with the use of integrated healthcare delivery systems on different scientific
measures namely:
a. integrated healthcare
b. personal doctors
c. specialist
d. health plan
1. International/foreign health insurance holders
This provided the researcher the background and characteristics of
respondents which identify them in terms of the name of their insurance,
current health plan, and the number of months or years in a row with the
same health plan.
Appendix ___ was administered to determine consumers satisfaction
with the use of integrated healthcare delivery systems on different scientific
measures namely:
a. integrated healthcare
b. personal doctors
c. specialist
d. health plan

Samples and Sampling Technique

This study made use of two (2) groups of respondents namely:
1. Local health insurance plan holders

The researchers have five (5) local health insurance plan holder
respondents. They are chosen not only for the basis of having a health plan
but also possessing sufficient knowledge on their personal health and
healthcare delivery system.
2. International/foreign health insurance holders
The researchers have five (5) international/foreign health insurance
plan holder respondents. They are chosen not only for the basis of having a
health plan but also possessing sufficient knowledge on their personal health
and healthcare delivery system.
Instrumentation
The researcher used Survey Questionnaire 2014 CAHPS Health Plan
Survey Database. This questionnaire was based on U.S. Agency for
Healthcare Research and Quality (AHRQ). This was utilized since groups
under study deemed relevant and appropriate in attaining objectives of this
undertaking.
A 10-point rating scale instrument utilizing Likert Scale was used to
evaluate the result. The rating scale was based on U.S. Agency for Healthcare
Research and Quality (AHRQ).
Table ___
Quantitative Value
8.0 9.99
6.0 7.99
4.0 5.99
2.0 3.99
0 1.99

Qualitative Value
Excellent
Very Good
Good
Poor
Fair

Statistical Treatment of Data

In the treatment of data, following statistical techniques were used.

1. Percentage:
P = f x 100

where:

P = percentage
f = frequency
n = number of cases

2. Pearson Product Moment Coefficient of Correlation (r)

The Pearson (r) was used to measure the association among
customers satisfaction to the use of integrated healthcare delivery system.
The formula for Pearson (r) is:
r=

NXY

XY

[NX2 - (X2)] [NY2 - (Y2)]

where :

r = Pearson product of moment correlation coefficient

N = number of paired measures
X and Y are two variable being correlated

A positive correlation indicates that for every increase in X there is a

corresponding increase in Y. Likewise a negative correlation indicates that for
every increase in X there is corresponding decrease in Y. Correlation
coefficients range from -1 to 1, with -1 indicating a perfect negative
correlation and 1 indicating perfect positive correlation.
Correlation Coefficient
+
+
+
+

/
/
/
/

(r)
0.00 to +
0.21 to +
0.41 to +
0.61 to +

/
/
/
/

0.20
0.40
0.60
0.80

Relationship

Verbal Interpretation

NC
LC
MC
MHC

Negligible Correlation
Low Correlation
Moderate Correlation
Moderate High
Correlation

+ / - 0.81 to + / - 1.0

HC

High Correlation

Findings
Data were analyzed and interpreted based on the tabulated results of
the study. Statistical tests were made to find answers to the questions raised
on this research paper.
Table__. Frequency and Percentage Distribution of Respondents Composites
based on
4 point response scale (i.e., always, usually, sometimes, and never
Composites
and Items
Getting

Local Health Insurance Plan

Holders
Frequency
Percentage
Sometimes
40%

Care

Usually

60%

Needed
Getting

Sometimes

60%

Quality

Usually

40%

Care
How well

Sometimes

doctors

Foreign Health Insurance Plan

Holders
Frequency
Percentage
Always
100%

Always

100%

20%

Usually

20%

Usually

80%

Always

80%

te
Health Plan

Sometimes

40%

Usually

40%

and

Usually

60%

Always

60%

communica

Customer
Service

Table__. Score and Percentage Distribution of Respondents Rating

based on 10 point scoring Likert Scale
Rating
Items

Local Health Insurance Plan

Foreign Health Insurance Plan

Holders
Score
Percentage
39 / 50
78 %

Score
42 / 50

doctor
Rating of

26 / 50

52 %

38 / 50

76%

specialist
Rating of

32 / 50

64 %

41 / 50

82%

24 / 50

48%

35 / 50

70%

Rating of

Holders
Percentage
84%

personal

integrated
health care
Rating of
Health Plan

Selected highlights from this comparison include the following:

The highest scoring composite across all sectors is Getting Care

Needed and Getting Quality Care. The lowest scoring composite is How
well the doctors communicate.

The highest scoring rating across all sectors is Personal Doctor. The
lowest scoring overall rating is Health Plan.

Table __ Comparison between Local and Foreign Insurance Plan Holders

with Corresponding Qualitative Value
Rating Items

Rating of

Local Health
Insurance
Plan Holders

Qualitati
ve
Value

7.8

Very

Foreign
Insurance
Plan
Holders
8.4

Qualitati
ve
Value
Excellent

personal doctor
Rating of
specialist
Rating of

5.2

Good
Good

7.6

Very

5.4

Good

8.2

Good
Excellent

4.8

Good

7.0

Very

integrated
health care
Rating of Health
Plan

Good

Local
8
7
6
5

Local

4
3
2
1
0
Doctor

Figure 1

Specialist

Healthcare

Health Plan

Foreign
9.0
8.0
7.0
6.0
Foreign

5.0
4.0
3.0
2.0
1.0
0.0
Doctor

Figure 2

Specialist

Healthcare

Health Plan

9
8
7
6
5

Local
Foreign

4
3
2
1
0
Doctor

Specialist

Healthcare

Health Plan

Figure 3

As gleaned from Table ___, local health plan fell with the lowest rating
(48%) while foreign rating of doctors ranked as the highest (84%). Patient
satisfaction surveys have been successfully used for decades by health-care
providers to capture data on the quality of medical care and to evaluate
improvements in the patient experience that they provide. Over the
years, study results have demonstrated that as health-care providers improve
patient satisfaction, they also improve patient outcomes. Armed with the
knowledge that outcomes are linked to patient satisfaction, government
programs and health plans now require hospitals and more health-care

providers to conduct consistent patient-satisfaction surveys. As patient

satisfaction increases and outcomes improve, risk for adverse events
decreases and the cost of medical care goes down.
Everyone benefits, starting with the patient. Thus government
programs, health plans, and health-care providers will all continue to seek to
define, meet, and exceed patient expectations. Matching the increased focus
on patient satisfaction and demand for better performance, there is a
growing demand for improved quality in the survey process itself. Simple
short-form questionnaires are now being replaced with more complex patientsatisfaction surveys. These newer questionnaires are designed to
better evaluate the patient experience on both a physical and cognitive
level. THE VALUE OF PATIENT-SATISFACTION SURVEYS, although measuring
patient satisfaction is not yet a requirement for urgent care facilities, surveys
should still be conducted consistently by all centers to facilitate continuous
improvement practices in patients care experiences and staff performance.
Use of patient-satisfaction surveys to improve the patient experience will help
with the following:
Maximization of patient satisfaction
Development of patient loyalty
Improvement in patient outcomes
Increases in volume through referrals
Increases in marketplace trust
Improvement in contracting and reimbursement
Decreases in malpractice risk
Increases in competitive advantage.
There are many additional benefits that can accrue from the use of
patient- satisfaction surveys; in addition to improving the patient experience,
use of such surveys may facilitate increases in urgent care center market
share in an increasingly competitive medical marketplace. Urgent care
providers should consider that every satisfied patient who receives care in
their facility will become part of their centers future bottom line and a source
of increased business development. When patients share their positive care

experience with others, they market the urgent care center more effectively
than almost any form of advertisement can. Each patient is a referral source
to encourage family and friends to seek care in your facility, rather than in
the facility of a competitor. Importantly, the opposite is true for every
negative patient experience that takes place in your facility. Negative patient
experiences are so damaging because patients tend to share negative
experiences more often than positive experiences, and with more people.
This translates into financial loss from decreased future patient volume and
increased business for your competitors.