Effectiveness of the PhilHealth Electronic Claims (eCLAIMS) System in Cebu City: An IMRAD-Based Assessment
Keywords:
PhilHealth eClaims System, DeLone and McLean IS Success Model, System Quality, Information Quality, Service Quality, User Satisfaction, Perceived Net BenefitsAbstract
This study evaluated the effectiveness of the PhilHealth Electronic Claims (eClaims) system in Cebu City during Calendar Year 2025 as basis for a system enhancement plan. Anchored on the DeLone and McLean Information Systems Success Model (2003), the research assessed system quality, information quality, service quality, user satisfaction, and perceived net benefits. A quantitative descriptive-evaluative design was employed using total enumeration of 90 respondents composed of 33 PhilHealth employees from the Health Care Delivery Management Division – Benefit Administration Section (HCDMD-BAS) and 57 authorized representatives from accredited healthcare facilities in Cebu City. Data were gathered through a validated five-point Likert scale questionnaire and analyzed using frequency, percentage, weighted mean, and standard deviation. Findings revealed that both PhilHealth employees and healthcare facility users perceived the eClaims system as highly effective. For PhilHealth employees, information quality obtained the highest mean (M=4.37, SD=0.665), followed by system quality (M=4.31) and service quality (M=4.25), with a grand mean of 4.31 interpreted as Highly Effective. Healthcare facilities rated system quality highest (M=4.37), followed by service quality (M=4.27) and information quality (M=4.25), with grand mean 4.30. User satisfaction was very high for both groups (M=4.28 and M=4.37, respectively), while perceived net benefits were rated very highly beneficial (M=4.61 and M=4.67). Despite favorable results, gaps were identified in processing speed, timeliness of information updates, and responsiveness of technical support. The study concludes that the eClaims system is an effective digital health innovation aligned with SDG 16 and 17, but requires continuous enhancement in system reliability, support responsiveness, and information timeliness. A comprehensive enhancement plan focusing on preventive maintenance, dedicated helpdesk, capacity building, and continuous monitoring is proposed to sustain efficiency, transparency, and user satisfaction.
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Copyright (c) 2026 Billie Jane Joan B. Putian, Babelyn C. Montecillo, Carl Michael Y. Tan, Jonas F. Jaula (Author)
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