CHAPTER 2

REVIEW OF RELATED LITERATURE

This chapter comprises the review of related literature and

supplementary readings which are associated to our study.

Related Literature

The various literature reviewed at this time are related and is part of

the study that made a review of particular literature on health care services as

well as the perceptions of discharged patients in a public hospital particularly

in Gregorio T. Lluch Memorial Hospital and these are used in the creation of

that statement of the research problem.

Agreeing with the World Health Organization (WHO), a hospital is a

residential establishment, which bids short-term and long term medical care

consisting of diagnostic, observational, therapeutic, and rehabilitation services

for persons suffering or supposed to be suffering from a disease or injury.

Patients nowadays are more mindful and more quality conscious than before.

They care for their health so greatly and by that they didn’t notice the

expenses they will be able to fee just to get them physically, mentally, socially

and other aspects in lifetime stable and away from ailments. Patient’s

perceptions and satisfaction is significant to the hospital since it is generally

assumed to be a substantial determinant of recurrence visit, positive

feedbacks, plus patients’ loyalty. Patients’ perceptions about health services

appear to have been essentially disregarded by health care providers.

Basically, it is true exclusively in places which has scarcity of materials, tools,

paraphernalia’s and other things necessary to aid and prepare in hospital. As

quoted by (Andaleeb, 2009) “Perceptions, especially about service quality

might shape confidence and succeeding behaviours’ of patients with regards

to choice of hospital”. As the ages went by, patient’s prospect becomes more

developed, thus it means that hospital necessities to improve their quality of

services, facilities and highly specialized health workers.

It was contended that each hospital client warrants quality health care.

Every one of us must acquire it hence our money that we compensated are

not to be guaranteed. Moreover, it is the foremost responsibility to perceive to

it that the facilities rendered to the client is exploited. If the client is satisfied

with the mode he/she is being cared for, the hospitals will be profited because

the client will inform his family, relatives, or friends, about good services

rendered to him. As hospitals work to improve efficiency, care continues to

shift from an inpatient to outpatient basic whenever possible.

Furthermore, according to Victoor et. Al (2012), “the principle through

which patient choice is assumed to bring about competition between

healthcare providers is ‘voting with your feet’. This means that patients who

are looking for high-quality care while minimizing costs will directly compare
the prices and quality of different providers against each other and actively

choose the provider that best fits their preferences and needs.” In this

context, ‘actively’ means that patients invest effort in acquiring information

and making a conscious decision based on that information, and that is the

best time where patient’s perception being gradually develop and their

perspective and thoughts are become manifest.

According to Lewicka (2007), the growing competitiveness between

various health centers in the scope of offered medical services is

accompanied by growth of patient’s expectations concerning the quality of the

above mentioned services. That is why awareness of the patients’ necessities

and prospects concerning medical services might suggestively contribute to

the upgrading in the worth of the amenities to be rendered.

As stated by Khan (2005), today a hospital is a place for treatment of

human, ills and restoration of health and health beings of those temporarily

deprived of these. Hospitals may contrast in size, funding type of patients,

and condition of treatment and hospitals are key health care delivering

institution of a country.
Related Studies

There are local studies related to patient’s perception in a hospital. One of

these is the study conducted by Banguis et.al (2008). It was contended that

due to the financial crisis that the Filipinos are facing, they would resort to

self-medication and seek medical help when the illness becomes intolerable.

With costly medical expenses, the medical expenses, the medical services,

nursing care and diagnostic service must be rendered with quality the speedy

recovery of clients.

The authors investigated the patient’s perception on the quality of health care

services at Mindanao Sanitarium and Hospital. The study found the following:

(1) The respondents were very satisfied with quality of admission service at

Mindanao Sanitarium and Hospital in terms of skills in handling admission as

represented by 37.33% or 25 of the respondents. (2) Among the indicators,

efficiency treatment rated highest by 40% of the respondents, followed by the

availability of physician (37.33%) courtesy of staff (33.33%), and the lowest

among indicators is the doctor’s explanation of the procedure which

represented 30.67% or 23 respondents. Generally, the respondents rated the

quality of the services of the medical staff and other service very satisfactory.