This analytical, cross-sectional study, with qualitative data, aimed to determine the factors that affected the overall inpatient satisfaction at the four major departments (Internal Medicine, Pediatrics, Obstetrics & Gynecology and General Surgery) of the Zamboanga City Medical Center. This study was intended for the improvement of the quality service of the said institution for the benefit of the future consumers of the health care service. A total of 172 admitted patients and primary guardians (for the Department of Pediatrics) were surveyed over the course of a 6-week period, using the 18-item self-administered questionnaire from the 4th version of the Patient Satisfaction Questionnaire developed by Ware Snyder and Wright. Data gathered were then analyzed using frequency distribution and Pearson’s Correlation Coefficient, to determine the over-all inpatient satisfaction rating per department and also the highest and lowest ratings in terms of the 6 satisfaction subscales. Key informant interviews with 37 key patients and primary guardians (for the Pediatric patients) who scored the highest or lowest ratings were conducted over the course of a 2-week period to give face and reaffirm the ratings garnered. Interview data were transcribed and translated to English where themes were generated and verbatim quotes utilized. At the end of the study, the following conclusions were made: 1) Each of the 4 major departments had their own set of factors based on the 6 satisfaction dimensions which impacted their over-all inpatient satisfaction rating, as discussed in detail at the results chapter. 2) Improvements on the Technical Quality specifically on issues such as a) insufficient medical staff; b) Lack of environmental sanitation; and c) Lack of hospital facilities and space are among the common themes picked from the set of interviews done in all 4 departments. 3) A moderate to strong positive linear association was present between over-all inpatient satisfaction and the 6 satisfaction subscales for all the 4 major departments. 4) We could then say that if we improve the department’s lowest satisfaction dimension rating, this would also cause an improvement in the over-all inpatient satisfaction rating of that department.

Keyword: In-patient satisfaction