An Assessment of the Public Health Services of the City of San Juan: A Basis for a Proposed Measure for Service Quality Improvement

Abstract

This research focuses on the assessment of the public health services of the City of San Juan. The study aims to assess the public health services of the city government to draw findings needed to be the bases for developing quality service improvement measures for the city. This study used the descriptive quantitative and qualitative method to describe the structure of the study. The descriptive survey shall be employed with the use of the SERVQUAL instrument in assessing clients’ level of satisfaction on health service quality. This type of research methodology is used to determine the level of client satisfaction on the Health Services of the City Government of San Juan, which was done through observations and surveys. The study was conducted to assess the public health service provision of the City Government of San Juan within the time frame of October 2018. The study has 80 respondents/clients from the City Government of San Juan and 20 City Health employees. These respondents located in different health offices in the City Government of San Juan and were given ten questionnaires each. The surveys focused on the level of clients’ satisfaction, the hindering and facilitating factors in public health service provision, the actions that were used by the city to address identified gaps and issues, and suggestions to improve service provision. In the 7K Program of the city, only the Kalusugan and its intentions will only be considered as the research scope. Any health-related policy should be considered in the development of quality service improvement plan. The researcher solely focused on the health offices of the City Government of San Juan that are located outside the city hall with a significant amount of transactions.