ASSESSMENT OF PATIENT DISSATISFACTION TO PEOPLE SKILLS IN NON-MEDICAL EMPLOYEES OF FEU-NRMF MEDICAL CENTER FROM JANUARY 2012-SEPTEMBER 2013

ABSTRACT: Patient satisfaction is basically a match of expectations with experiences of the patient. It is a set of attitudes and perceptions of patients towards health services and degree to which an individual regards health-care as useful, effective and beneficial (Ahmad et al. 2011). This study aimed to assess the status of patient satisfaction concerning people skills in non-medical hospital employees of FEU-NRMF Medical Center from January 2012 to September 2013. This study utilized a descriptive research design in assessing the status of patient satisfaction, which was determined based on employees' attitude, professionalism and customer service. Researchers found out that majority of the patients are dissatisfied in terms of the service rendered by the Security Department, while The Information Department gathered the least number of complaints. This study then recommends finding means to enhance and maintain non-medical people skills to satisfy the highest level of working standards, to assess clients satisfaction between pay and service patients, and to conduct a further study regarding the degree of client satisfaction from non-medical areas.

Department of Community & Family Medicine