Health Services Utilization and Customer Satisfaction in the Inter-Local Health Zones in Lanao del Norte, Region X

Abstract

Despite the health reforms instituted by the Philippine government to improve the delivery of health care services, the stigma of poor health conditions continues to prevail in the country. This study aims to determine the levels of awareness, utilization of and satisfaction on the health care services available in the District Hospitals DHs), Rural Health Units (RHUs), and Barangay Health Stations (BHSs) of the various Inter Local Health Zones ALHZs) in Lanao del Norte. In order to meet these goals, descriptive statistics was employed. Through unaided and aided recall, the study found that respondents are more aware of immunization, laboratory, out-patient, and prenatal services; more proportion of respondents seek illness-related care in district hospitals and preventive care from Barangay Health Stations; respondents were satisfied with the quality of health care in District Hospitals, Rural Health Units, and Barangay Health Stations. The respondents also identified that spiritual care is the most important service attribute while neatness of employees is the least important service attribute. Accordingly, some recommendations are forwarded: to provide trainings on interpersonal communication, service excellence, project proposal writing. information and education campaigns on preventive care services. These recommendations are geared towards futtre research directions while at the same time addressing the allocation and distribution of medicines to the local health care facilities in Inter Local Health Zones with particular attention to Barangay Health Stations.