Associated Factors of Satisfaction on the Referral Services among Clients in a Department of Health-Retained Hospital

Abstract

This study assessed the factors associated with satisfaction in referral services at a Department of Health–retained hospital in Surigao City, Philippines. Using a quantitative descriptive-predictive design, data were collected from referred clients through consecutive sampling with the use of a structured questionnaire measuring demographic characteristics and key dimensions of satisfaction, including admission, treatment, communication, time, customer service, and discharge processes. Findings revealed that clients were generally satisfied, with higher ratings in procedural aspects such as admission and discharge, and comparatively lower ratings in communication and customer service. Regression analysis identified treatment, communication, and customer service as significant predictors of overall satisfaction, while most demographic characteristics showed no significant predictive relationship. The study concludes that clinical competence must be complemented by effective interpersonal engagement to achieve comprehensive client satisfaction. The results support the Confirmation-Disconfirmation Theory, emphasizing that meeting patients’ relational expectations is central to delivering excellence in referral services.