AT YOUR SERVICE: QUALITY AND ACCESSIBLE HEALTHCARE SERVICES AND PATIENT OUTCOMES IN THE FULFILLMENT CENTERS OF METRO PACIFIC HEALTH HOSPITALS

Abstract

This study investigated the relationship between service quality, accessibility, and patient outcomes in primary healthcare settings operated by Metro Pacific Health Hospitals in South Cotabato and Sarangani Province, utilizing a quantitative predictive correlational design and the SERVQUAL model alongside Patient-Reported Outcome Measures (PROMs) to evaluate 460 patients aged 18–59. Findings revealed that while patients held high expectations across all service dimensions, actual experiences consistently fell short, particularly in wait times, record accuracy, scheduling flexibility, and perceived equitable treatment. The result of correlation analysis revealed that patient expectations and experiences have significant relationship with health outcomes. Moreover, the regression results shows that actual service experiences exerted a strong influence on outcomes than expectations. The study concluded that enhancing service quality and accessibility through equitable resource distribution, staff training, and patient-centered communication was critical for improving health outcomes.