PO LYT EC H N IC U N I VERS IT Y OF T H E PH IL IPP IN ES

LEVEL OF SATISFACTION OF PLMUN CLINIC SERVICES AMONG

PLMUN CCJ STAFF AND STUDENTS

A Thesis
Presented to the
College of Criminal Justice
Pamantasan ng Lungsod ng Muntinlupa

In Partial Fulfillment of the Requirements of the Degree Bachelor of Science in

Criminology

By

CABES, KENNETH E.
REJUSO, JOMARIE C.
SABIDA, EMMANUEL L.

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CHAPTER 1
THE PROBLEM AND ITS BACKGROUND

Introduction
In today’s modern age where computer has become a way of life, it is evident
that a majority that a country’s institution does not adapt the high technology.
Specifically, in school’s medical clinic facilities, daily clinic transactions are still done
on paper. We all know that the medical clinics are one of the most important facilities
that a school must have. It also helps all of us to feel secure whenever we go to school
for work and study.
Most of the school’s medical clinics are now operating at great pace aiming to
serve students and faculties as fast and efficient as possible with the best of their
abilities. But as the years passed by, the number of students and faculties will continue
to grow and various medical treatments will be needed in which the students and
faculties are satisfied of the treatments they received from the school doctors and
staffs. arise that the manual method of managing patient’s records, prescriptions,
billing and appointment schedule, is no longer practical.
In this study, we hope to develop a web-based application that will minimize all
paper works and manual records keeping as well as to keep up with the expectation
of students and faculties, therefore allowing doctors and staff ease in keeping track of
their patients, reducing their patients’ waiting time and increasing the number of
patients served – a system that is fully automated, user-friendly, time effective and
efficient.

Background of the Study

Now more than ever, people have become more health conscious and are
taking necessary steps to ensure that they have a sound body and mind – that is why
everyday many people come to clinic or health facility for check-ups and treatments.
A medical clinic is primarily devoted to the diagnosis and care of patients. When a
patient visits a certain clinic, a nurse will give the patient a medical card which should
be filled up regarding the patient’s personal information. The purpose of the medical
card is to monitor the patient’s subsequent visit at that clinic.

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Basically, patients spend a substantial amount of time in clinics waiting for

services to be delivered by the doctor or health professional. The degree to which the
patients are satisfied with the care received is relative not only to the doctors’ expertise
in their field, but also to the quality of the clinic management.

The objective of this study is to develop a management solution that can serve
as proposal to our school doctors for time-saving services as well as efficient
performance that can satisfy their patients such as automate medical certificates and
medicine recommendation, and computerize records of their patients for fast retrieving
of records.

Significance of the Study

The significance of the study is to upgrade the current system of our school’s
medical clinic, where the current system will adapt from the PLMun students and
staff’s opinion.

Socio-economic significance. In this study, the proposed system will inspire other
students to develop an effective and efficient system.
The result of this study is beneficial to the following:
Clinic. The proposed system will simplify and automate everyday clinic tasks and can
help maximize time spent with clients thereby providing better service making it more
profitable
Doctors. The proposed system will make it easier for the doctors to manage the clinic
and convenient when it comes to retrieving patient records.
Doctor’s staff. Doctor’s secretary and staff can benefit a lot from this study, as they
are an integral part of the whole clinic management.
Patients. Patients are the doctor’s principals’ assets. And the reason why this study
is conducted is to provide a solution to doctor’s need to better serve their patients.
Researchers. The researchers have developed their writing, analysis, and
interpretation skills needed to make a good thesis.
Future Researchers. This will benefit other researchers who wish to have similar
studies as they can get background information from the result of this study which will
serve as template to modify their research.

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Statement of the Problem

This study focused to determine the level of performance of Pamantasan ng
Lungsod ng Muntinlupa’s (PLMUN) clinic.
1. What is the demographic profile of the respondents in terms of?

1.1. Age
1.2. Sex
1.3. Number of years in PLMun
1.4. Civil Status

2. Satisfaction level of the Clinic Performance in terms of:

2.1. Access to Doctor

2.2. Access to Medicine
2.3. Access to Dental Services
2.4. Access to Medical Certificate

3. What are needed recommendation to improve Clinic Performance?

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Theoretical Framework

System theory is the transdisciplinary study of the abstract organization of

phenomena, independent of their substance, type, or spatial or temporal scale of
existence. It investigates both the principles common to all complex entities, and the
(usually mathematical) models which can be used to describe them. A system can be
said to consist of four things. The first is objects – the parts, elements, or variables
within the system. These may be physical or abstract or both, depending on the nature
of the system. Second, a system consists of attributes – the qualities or properties of
the system and its objects. Third, a system had internal relationships among its
objects. Fourth, systems exist in an environment. A system, then, is a set of things
that affect one another within an environment and form a larger pattern that is different
from any of the parts. The fundamental systems-interactive paradigm of organizational
analysis features the continual stages of input, throughput (processing), and output,
which demonstrate the concept of openness/closedness. A closed system does not
interact with its environment. It does not take in information and therefore is likely to
atrophy, that is to vanish. An open system receives information, which it uses to
interact dynamically with its environment. Openness increases its likelihood to survive
and prosper. Several system characteristics are: wholeness and interdependence (the
whole is more than the sum of all parts), correlations, perceiving causes, chain of
influence, hierarchy, suprasystems and subsystems, self-regulation and control, goal-
oriented, interchange with the environment, inputs/outputs, the need for
balance/homeostasis, change and adaptability (morphogenesis) and equifinality:
there are various ways to achieve goals. Different types of networks are: line,
commune, hierarchy and dictator networks. Communication in this perspective can be
seen as an integrated process – not as an isolated event.

Conceptual Framework
Conceptual Framework is a separate chapter consisting of a review of related
literature, the theories that have bearing the problem, the conceptual framework and
the hypothesis.

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Research Paradigm

Figure 1.0

INPUT PROCESS OUTPUT

1.What is the demographic profile

of the respondents in terms of?

1.1 Age

1.2. Sex

1.3. Number of years in PLMun

1.4. Civil Status Level of Satisfaction of

2.Satisfaction level of the Clinic Assessment
PLMun Clinic services
Performance in terms of: through Survey
2.1. Access to Doctor among PLMun CCJ staffs
Questionnaire
2.2. Access to Medicine and students
2.3. Access to Dental Services

2.4. Access to Medical Certificate

3.What are needed

recommendation to improve Clinic

Performance?

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Scope and Limitations of Study

This research focuses on the level of LEVEL OF SATISFACTION OF PLMUN CLINIC

SERVICES AMONG PLMUN CCJ STAFF AND STUDENTS, thus, the significant
relationship of the variables were identified including the relationship of their personal
characteristics which is their age, gender, civil status, educational attainment and
length of service of the CCJ staff on Pamantasan ng Lungsod ng Muntinlupa The
scope of the present study is limited only to CCJ staff and students of Pamantasan ng
Lungsod ng Muntinlupa. The time frame of the study was also limited to January 2019
to May 2019.

Definition of terms
To help readers and researchers have a common understand of the study, the
following terms are defined.
Clinic - a facility that offers professional services or consultation usually at discounted
rates.
Patient - an individual awaiting or under medical care and treatment.
Faculties - the teaching and administrative staff and those members of the
administration having academic rank in an educational institution.
Staff - the personnel who assist a director in carrying out an assigned task.
Students - one who studies: an attentive and systematic observer.

CHAPTER II
REVIEW RELATED LITERATURE

This chapter includes the idea, finished thesis, generalization or conclusions,

methodologies and others. Those that were included in this chapter helps in
familiarizing information that are relevant and similar to the present study. Review of
the related literature, helps the researchers to accustom themselves with current
knowledge in the field or area in which they are going to conduct their research and

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to review all related literature to enable the researchers to identify the limits of their
field. It helps the researchers to define their problem, avoid unprofitable and ineffective
problem area, avoid accidental duplication of well-established findings, and gain
knowledge to choose the problem given in the previous research, as suggestions for
further studies.

Foreign Literature

According to Lance Technologies LLC (2014) “The web-based

system kept track of all patient schedule information. Thus, patients could visit the
web service at any later date and cancel or re-schedule their appointment based on
Agho Clinic policies. A web-based administrative system provided password-
protected access to patient scheduling data to Agho Clinic staff, allowing them to see
schedules and patient contact information. The staff also used the same system to
manage in-office scheduling as well. All provider schedules and office hours were also
database-driven.”

According to Wikipedia (2014), in the past, universities and large

school districts in particular have created their own bespoke student record systems.
One such example is the Repository of Student Information (ROSI) system at
University of Toronto. With growing complexity in the business of educational
establishments, most organizations now choose to buy customizable software, and
increasing numbers are buying software as a service (SAAS). Most student
information systems in use today are server-based, with the application residing on a
central computer server, and being accessed by client applications at various places
within and even outside the school. But student information systems have been
moving to the web since the late 1990s and that trend is accelerating as institutions
replace older systems

According to Karim (2014), interoperability concerning a specific

task is said to exist between two applications, when one application can accept data
from the other and perform the task in an appropriate and satisfactory manner without
need of extra operator intervention. One of the main challenges in introducing patient
healthcare records is the development and use of systems that advance
communication and information sharing. Sharing information is an essential aspect of
communicating with colleagues and patients about delivery of care. The absence of

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instant access to patient healthcare information is the cause of one-fifth of medical

errors.

According to Hanseth et al (2014), many healthcare

professionals work autonomously, the deficiency of accessing vital healthcare
information segments and shared knowledge can produce duplicate clinical tests to
be arranged and leads to additional cost, pain and danger. Hence, connected and
unconnected electronic systems should be coordinated and interoperable i.e.
healthcare information is accumulated and stored into an electronic holding place
called as Data repository. All relevant data would be shared between healthcare
professionals in the same or different organizations.

According to Abdul (2014) indicates that one of the important

issues in paper-based records are, all the clinical information is written in free style,
and chances are high to miss or forget some important information, as this will lead to
serious effect on patient’s treatment and care. The case sheet is a hard copy that can
be accessed by one person at a time and needs physical transfer for other physicians
to access. Retrieving a record will be a hard task given number of medical records
present and missing a record won’t be a surprise in a huge pile of paper based medical
records. Moreover, with time, information in paper records gets diminished of ageing
paper and ink, even fire accidents or natural disasters can ruin the archive of paper
records. Karim (2014) explains that all the above discussed issues can be over-come
by implementing EMR/EPR systems, it can not only solve the problems but also
improves the efficiency of healthcare by increasing accessibility, and needs less
resources to maintain records. EPR system can be used as a resource of
researchers, it will be a tool for disease surveillance, which can be used for public
health initiatives and for practicing Evidence based medicine.

Local Literature

According to Roman Rodriguez (2014). The computerization of

charting became one of the strongest trends in documentation in developing or
purchasing computerized information system that supports medical practices.
Although many are reluctant to give up security of record with manually entered
information, paper charts are familiar, portable, flexible and rapidly browsed for its
users. It may become impossible to replicate a lost paper record. Undetected

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tampering with paper records may occur and it is impossible to determine who
reviewed the paper chart. It may also difficult to find information within a paper chart.
Handwritten charts are often illegible, increasing the risk of medical errors due to
misinterpretation of an accessible date and intricacies of litigation.

According to Michael John Manalo (2014), a computerized

system is neeed to maximize inventory performance in a small hospital is described.
An inventory control system, which has integrated economic orders quantity (EOQ)
and ABC inventory models, was implemented in a 146-bed hospital. The perpetual
inventory control database, supported by the hospital’s mainframe computer,
generates monthly inventory statistics that are segregated into A, B and C reports.
Using a hand-held computer that interfaces with the perpetual inventory system, a
series of inventory management reports were developed. These reports, which re
based on the EOQ model, provide the following information for each drug line item:
EOQ, EOQ proposed carrying cost actual inventory carrying costs, safety stock, order
point, average inventory management reports were also developed.

Foreign Studies

According to Benham-Hutchins (2014) because of challenges

involved in integrating new hospital information systems with old paper documentation
and record systems, clinicians, and other health care practitioners may become
encumbered with multiple and conflicting sources of patient information. Multiples of
paper and electronic documentation may disrupt a seamless workflow and influence
the quality and efficiency of service delivery. These circumstances also have the
potential to cause new types of medical errors resulting from poor harmonization of
patient information. Understanding these concerns requires examination of human
factors in the design of technology that is able to adapt to the way health care
providers do their job. The delivery of patient-friendly services demands that health
care providers continue to work toward improvement in the method of care pathways
and processes.

According to Ford, Menachemi, and Phillips (2014) in 2006 the

Institute of Medicine (IOM) issued a report calling for paperless health record system
within 10 years. This visionary call fell short media attention. Scholarly and
government was support also deficient compared to other by the IOM. The

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consequences are that integrating electronic health record system into the workplace
health care, critical care, and the ambulatory setting does not equate other areas of
medical care. Davies, report that the America is ranked 66th among 100 countries
with top class health care infrastructure and system recent studies indicate that
whereas 4% to 6% of United States hospital and health care organization have
achieved full implementation of hospital information system, 1-6% have partial
adoption of some forms of hospital information system. The high cost of
implementation of electronic health systems of Lowa Hospitals, found an 80%
adoption rate for urban financial capabilities of urban hospital as the reason for the
disparity in their analysis of disparity in adoption Nigerian Hospital Information System.

According to Garets and Horowits (2014), clinicians should

engage in evaluation of hospital information system technologies because information
system will become repositories of clinical data. Electronic medical records system
and other information system will attain commonplace application in hospitals and
other health care centers in the incoming decade. President Bush set a target of
developing electronic health care records for all Americans by 2014.

According to Jantz (2014) the emergence of computer-based

information system has changed the world a great deal, both large and small system
have adopted the new methodology by used of personal computers, to fulfil the
several roles of productions of information therefore computerizing the documentation
of patients record to enable easier manipulation of input process and output will bring
us to this existing new world of information system. Patient’s records and disease
pattern documentation from patients and their particular health system in order to
function properly. If this information is not documented perfectly causing some data to
get misplaced, the health system will not be efficient.

According Priyanka Pandey (2014). Online Eye Center

Management System helps to maintain the patients’ record, doctors’ record, time
scheduling management of an eye care clinic. At the same time, it can handle the
accounts of the daily transaction. This software is very useful and it makes all the
manual works replaced with the use of the computerized system. It saves a lot of time
and money. Manual data recordings become a cumbersome job and it can also lead
to errors even after repeated cross checks. But the use of this system will able to avoid
all these and it can give 100 % accurate results. Moreover, this software application

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will organize the data in such a way that it can help the user while searching a specified
document or details. The idea of Online Eye Care System project is to develop which
focuses on some modules of management of the Eye care clinic. It allows users to
maintain the records of the patients and also it allows doing the manual operations in
an automated form. It provides details on treatment, facilities, eye care products and
customers record.

According to Sarals Solution Foresight (Foresight Eye Clinic

management software) (2014) is a completely integrated practice management
system for ophthalmologists that allow you to take command of practice development,
management control, and patient care. Friendly and intuitive, Foresight has been
carefully designed to put your practice information at your fingertips in a logical,
predictable, and easy-to-understand manner in a single or multi-user environment.
The system is flexible and designed to grow with you as your practice grows. Its
features include: Patient Demographics Ocular and Medical History Daily activity
register Patient Bills and payments Operation theatre scheduling Appointment
management Procedure tracking IPD Patients LASIK Details Patient Visit Details -
Fundus examination, findings, refraction, complaints, diagnosis, slit Lamp exam,
Glaucoma exam, User defined Custom Screens, Contact Lens, Lasik Details, A-scan,
Prescriptions, Treatment, Advice Digital Imaging - Direct image and video capture,
Send documents as email attachment, Creates ready-to-print photo albums , Import
images from digital camera, Compare before and after treatment images Reports -
Check-up printout Patient, Receipt printing. Referral letters, Appointments, Visit
listings, Practice analysis, New Patients, Customized Reports Address Book, and
Reminders Correspondence and email Show-me-how video tutorials for quick staff
training. Foresight allows you to reduce administrative time, streamline
communications, improve the quality of your clinical documentation and ensure
nothing is ever lost or forgotten.

Local Studies
According to Dr. Marie Irene Sy (2014) National Project
Manager for Community Health Information Tracking System (CHITS) of the National
Telehealth Center (NHTC) the development of CHITS has resulted in increased
efficiency of health workers, allowing them to spend more time for patient care,
improved data quality; streamlined records management; and data-guided decision-
making, both operationally and strategically,” Dr. Sy added. In the past, health center

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staff members sort through a roomful of envelopes containing patient records, which
takes an average of four to five minutes depending on the availability of the record.
When the record is not found, a new record will be made for which the patient will
have to pay an extra cost. With CHITS, searching for a patient's record upon
admission takes just a few seconds to retrieve. Records in the form of lab requests,
results, and reports (daily service reports, census for number of vaccinations,
supplies, etc.) can be generated automatically. CHITS, an electronic medical record
(EMR) specifically designed for the community health centers in the Philippines, was
developed through a collaborative and participative process involving health workers
and the Information and Communication Technology (ICT) community, using the
primary health care approach and guided by the open source philosophy. To date,
CHITS is installed in 111 government health facilities. The Department of Interior and
Local Government (DILG) and UNICEF has also supported and endorsed the
adoption of CHITS in three geographically isolated and disadvantaged communities.
These are Sto. Domingo in Albay, Gamay in Northern Samar, and Gian in Sarangani.

CHAPTER 3
RESEARCH METHODOLOGY
This chapter contains with the tools and procedures that
researchers utilized throughout the study. It delivers into the research design
employed by the researchers in this investigation, the selection of respondents of the
study, its population and sample frame, the different instruments or tool used to
generate data and the different statistical methods used for interpretation and
analysis.

Research Design
This study will use the descriptive method of research. A
defined, descriptive method is to describe and to interpret the research. Also, it is
concern with the conditions of the relationship that exist, practices that prevail, beliefs
and processes that are going on, effects that are being felt or trends that are
developing.
The researchers used this particular research design and will
employ the new survey questionnaire to gathering data and information to conclude

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the Level of clinic performance satisfaction among PLMun students, staffs and
faculties.

Population and Sampling Techniques

The researchers will use purposive random sampling technique
to get a needed respondent. The researchers will get the information of the total
population of PLMun students and staffs. The researchers will get 50-100 respondents
from the total population of PLMun students, and staffs.

Data Gathering Procedure

The researchers made a survey-questionnaire that will be
answered among the certain population of PLMun students, staffs, and faculties.
Afterwards the data gathered were tabulated and subjected for the statistical treatment
to arrive at the intended output.

Instrumentation
The researchers will adapt the tool to gather needed information
from the respondents. The Survey Questionnaire is composed of.4 parts; the first part
is about the demographic profile of respondents, the second part is the common
problems encountered with the existing manual system of managing a clinic, the third
part is the level of performance of Pamantasan ng Lungsod ng Muntinlupa’s (PLMUN)
clinic in certain terms, and the last part is the possible solutions to the problems
encountered with the current system.

Statistical Treatment of Data

Responses of questionnaire will be interpreted in graphs and
tables, we add the assigned point score as rated by those respondents, and we divide
by the number of questions of each criterion and multiplied it by 100.The study used
the following statistical tools and techniques:

FREQUENCIES-PERCENTAGE

Frequencies-Percentage was used in determining the profiles of the

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respondents in terms of demographic variables (age, gender, civil status, length of

service as police officers and educational attainment) and Adversity Quotient.

Formula:

Where:
f – Frequency N –
Number of cases

PEARSON CORRELATION COEFFICIENT r

Pearson r was used to determine if there is significant relationship between

Adversity Quotient® and Personal Characteristics and Job Satisfaction.

Formula:

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WEIGHTED ARITHMETIC MEAN

The Weighted Arithmetic Mean was used in determining the profile of the respondents

in terms of Adversity Quotient® and its dimension (CORE) and job satisfaction level.

In particular, the mean is denoted by x of the scores

is given by the formula:

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