Public Service Delivery in a Primary Healthcare Facility
DOI:
https://doi.org/10.5281/zenodo.15323968Keywords:
Accessibility, Efficiency, Quality, Primary Healthcare Facility, Public Service Delivery, ResponsivenessAbstract
This study sought to assess the level of public service delivery in a primary healthcare facility located in a highly
urbanized city in the Philippines while focusing on four (4) significant areas of service delivery, these are efficiency, quality, accessibility, and responsiveness. A descriptive research design was employed for this study, while a total of 379 respondents were selected using a purposive sampling technique. The study found that all four areas were given a "high level" rating by the respondents however, based on the interpretation of data there are aspects of health service delivery that require further improvements. Among the four (4) areas, quality of public service delivery was given the lowest mean score, while responsiveness obtained the highest rating. Key findings of this study include gaps in the efficiency of administrative procedures, quality of water within the facility, availability of vaccines and medicines, and effectiveness of communications on delays. Furthermore, the data supports that among the variables of this study, significant differences in age were seen in all four (4) areas of service delivery. Hence, the researcher recommends tailoring healthcare services where they can be inclusive to the needs of the younger populations.
References
Adams, C., Walsan, R., Schembri, A., Sharma, A., Walpola, R., & Harrison, R. (2024). Does Patient Experience Change with Age? Exploring Associations Between Patient Experience, Gender and Age. Patient Experience Journal, 11(1), 141–148. https://doi.org/10.35680/2372-0247.1890
Ajoud, M. E. K., & Jouili, T. A. (2021). Healthcare Service Quality in Government Hospitals: Evaluating Patients' Satisfaction: Acces la Success. Calitatea, 22(182), 106-109. https://www.proquest.com/scholarly-journals/healthcare-service-quality-government-hospitals/docview/2526905093/se-2
Aligbe, B. A., & Momoh, M. M. (2024). The Impact of New Public Management on Public Service Delivery in Nigeria: Emergence and Importance. Journal of Arts and Sociological Research.
Balamiento, N. C. (2018). The impact of social health insurance on healthcare utilization outcomes: evidence from the Indigent Program of the Philippine National Health Insurance [Master’s Thesis]. http://hdl.handle.net/2105/46445
Capuno, J. J., Kraft, A. D., Poco, L. C., Quimbo, S. A., & Tan, C. A. R. (2019). Health conditions, payments, proximity, and opportunity costs: Examining delays in seeking inpatient and outpatient care in the Philippines. Social Science & Medicine, 238. https://doi.org/10.1016/j.socscimed.2019.112479
Collado, Z. (2019). Challenges in public health facilities and services: evidence from a geographically isolated and disadvantaged area in the Philippines. Journal of Global Health Reports, 3. https://doi.org/10.29392/joghr.3.e2019059
Corti, L., Van, Bishop, L., & Woollard, M. (2019). Managing and Sharing Research Data (p. 135). SAGE Publications Ltd.
Cuenca, J. S. (2020). Efficiency of Local Governments in Health Service Delivery: A Stochastic Frontier Analysis. RePEc: Research Papers in Economics. https://pidswebs.pids.gov.ph/CDN/PUBLICATIONS/pidsdps2006.pdf
Dayrit, M., Lagrada, L., Picazo, O., Pons, M., & Villaverde, M. (2018). The Philippines Health System Review European Union. https://iris.who.int/bitstream/handle/10665/274579/9789290226734-eng.pdf
Ferdous, J. (2016). THE JOURNEY OF NEW PUBLIC MANAGEMENT: AN ANALYSIS. International Journal of Business, Economics and Law, 11(2). https://ijbel.com/wp-content/uploads/2017/01/BUS-139.pdf
Indahsari, C. L., & Raharja, S. J. (2020). New Public Management (NPM) as an Effort in Governance. Jurnal Manajemen Pelayanan Publik, 3(2), 73. https://doi.org/10.24198/jmpp.v3i2.25342
Işik, A., Gunda, A. M., & Topçu, B. (2015). The Philippine Health Care Delivery System and Health Expenditure. Handbook of Research on Behavioral Finance and Investment Strategies: Decision Making in the Financial Industry. https://doi.org/10.4018/978-1-4666-7484-4.ch016
Isolana, J. B. (2021). Public-Private Partnership (PPP) as an Alternative Model to Public Infrastructure Development and Service Delivery: The Case of PPP-Public Markets in the Philippines. Journal of Public Administration and Governance, 11(1), 40. https://doi.org/10.5296/jpag.v11i1.18213
Jimeno, K. J. J. M., & Onagan, F. C. C. (2018). How responsive is the Philippine Health Care System? Results of the First Health System Responsiveness Survey in the Philippines. Health Research Brief, 4(5). https://region1.healthresearch.ph/index.php/research-news/130-philippine-health-care-system-doh-region1healthresearch
Kalimullah, N. A., Nour, M. M. A., & Ashraf, K. M. (2012). New Public Management: Emergence and Principles. BUP JOURNAL, 1(1), 1–22.
Kapologwe, N. A., Kibusi, S. M., Borghi, J., Gwajima, D. O., & Kalolo, A. (2020). Assessing health system responsiveness in primary health care facilities in Tanzania. BMC Health Services Research, 20(1). https://doi.org/10.1186/s12913-020-4961-9
Kesale, A. M. (2024). Do community health committees participate in governing health workers in primary healthcare facilities under fiscal decentralization?—An explanatory qualitative study from Tanzania. Health Science Reports, 7(2)https://doi.org/10.1002/hsr2.1866
Lam, H. Y., De Vera, R., Rivera, A. S., Sy, T. R., Cheng, K. J. G., Farrales, D. B., Lopez, J. C. F., & Miguel, R. T. DP. (2018). Describing the Health Service Delivery Network of an Urban Poor Area and a Rural Poor Area. Acta Medica Philippina, 52(5). https://doi.org/10.47895/amp.v52i5.316
Lannes, L. (2015). An analysis of health service delivery performance in Rwanda. https://etheses.lse.ac.uk/3093/1/Lannes_An_analysis_of_health_service_delivery.pdf
Lavado, R. F., Lagrada, L. P., & Gozun, B. C. (2022). Improving the delivery of health care services in the Philippines. Animo Repository. https://animorepository.dlsu.edu.ph/faculty_research/7274/
Lomigo, A. C. D., & Salapa, A. (2023). Health Care Delivery In The Local Government Of Tulunan: Its Loopholes And Challenges . International Journal of Novel Research and Development, 8(5), 105. https://www.ijnrd.org/papers/IJNRD2305612.pdf
Luu, K., Brubacher, L. J., Lau, L. L., Liu, J. A., & Dodd, W. (2022). Exploring the Role of Social Networks in Facilitating Health Service Access Among Low-Income Women in the Philippines: A Qualitative Study. Health Services Insights, 15, 117863292110689. https://doi.org/10.1177/11786329211068916
Mwita, B. K., Awino, Z., Ogutu, M., & Njeru, W. (2022). The Nexus Between Strategic Planning and Service Delivery Among Agribusiness State Corporations in Kenya. European Journal of Business and Management Research, 7(4), 362–366. https://doi.org/10.24018/ejbmr.2022.7.4.1462
Nelipa, D. V., Tsvykh, V. F., Zubchyk, O. A., Sytnyk, G. P., & Hrebonozhko, Y. P. (2020). The New Public Management paradigm as a further interaction of the public and private sectors. Revista San Gregorio, 42. https://doi.org/10.36097/rsan.v1i42.1552
Nwokwu, M., Nwambe, S. N., & Nwankwo, L. (2023). Service Compact (SERVICOM) and Service Delivery in the Nigerian Public Sector: A Study of Alex Ekwueme Federal University Teaching Hospital, Abakaliki. African Journal of Politics and Administrative Studies, 16(2), 607–627. https://doi.org/10.4314/ajpas.v16i2.31
Nyimbili, F., & Nyimbili, L. (2024). Types of Purposive Sampling Techniques with Their Examples and Application in Qualitative Research Studies. British Journal of Multidisciplinary and Advanced Studies, 5(1), 90–99. https://doi.org/10.37745/bjmas.2022.0419
Ogunleye, T. S., Ogunleye, O. R., Ajayi, P. O., & Ip. Uneven primary healthcare supply of rural doctors and medical equipment in remote China: community impact and the moderating effect of policy intervention. International Journal for Equity in Health, 23(1). https://doi.org/10.1186/s12939-024-02183-7
Shah, S., Patel, A., Rumoro, D., Hohmann, S., & Fullam, F. (2015). Issue 2 Article 6 2015 Part of the Health and Medical Administration Commons, Health Policy Commons, Health Services Administration Commons, and the Health Services Research Commons Hohmann, Samuel; and Fullam. Patient Experience Journal, 2(2). https://doi.org/10.35680/2372-0247.1090
Shan, L., Gan, Y., Yan, X., Wang, S., Yin, Y., & Wu, X. (2024). Uneven primary healthcare supply of rural doctors and medical equipment in remote China: community impact and the moderating effect of policy intervention. International Journal for Equity in Health, 23(1). https://doi.org/10.1186/s12939-024-02183-7
Siedlecki, S. L. (2020). Understanding Descriptive Research Designs and Methods. Clinical Nurse Specialist, 34(1), 8–12. Researchgate. https://doi.org/10.1097/NUR.0000000000000493
Simonet, D. (2008). The New Public Management theory and European health-care reforms. Canadian Public Administration, 51(4), 617–635. https://doi.org/10.1111/j.1754-7121.2008.00044.x
Vui, L. T., Quy, L. X., Thi, L. M., Cronin, A., Manzano, A., Lakin, K., Kane, S., Thu, T., Hicks, J., Tolib Mirzoev, Ha, N. T., Hanh, T., & Chi. (2024). Health systems responsiveness towards needs of pregnant women in Vietnam. BMC Health Services Research, 24(1). https://doi.org/10.1186/s12913-024-12040-6
Walther, F. (2015). New public management: the right way to modernize and improve public services? International Journal of Business & Public Administration, 12(2), 132–143.
Wellay, T., Gebreslassie, M., Mesele, M., Gebretinsae, H., Ayele, B., Tewelde, A., & Zewedie, Y. (2018). Demand for health care service and associated factors among patients in the community of Tsegedie District, Northern Ethiopia. BMC Health Services Research, 18(1). https://doi.org/10.1186/s12913-018-3490-2
World Health Organization, International Bank for Reconstruction and Development, & World Bank. (2018). Tracking Universal Health Coverage: 2017 Global Monitoring Report Public Disclosure Authorized Public Disclosure Authorized Public Disclosure Authorized Public Disclosure Authorized. https://documents1.worldbank.org/curated/en/640121513095868125/pdf/122029-WP-REVISED-PUBLIC.pdf
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Thericia Isabel G. Parreño, Jonathan E. Lobaton (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
