Public Service Delivery in a Primary Healthcare Facility

Abstract: This study sought to assess the level of public service delivery in a primary healthcare facility located in a highly urbanized city in the Philippines while focusing on four (4) significant areas of service delivery, these are efficiency, quality, accessibility, and responsiveness. A descriptive research design was employed for this study, while a total of 379 respondents were selected using a purposive sampling technique. The study found that all four areas were given a "high level" rating by the respondents however, based on the interpretation of data there are aspects of health service delivery that require further improvements. Among the four (4) areas, quality of public service delivery was given the lowest mean score, while responsiveness obtained the highest rating. Key findings of this study include gaps in the efficiency of administrative procedures, quality of water within the facility, availability of vaccines and medicines, and effectiveness of communications on delays. Furthermore, the data supports that among the variables of this study, significant differences in age were seen in all four (4) areas of service delivery. Hence, the researcher recommends tailoring healthcare services where they can be inclusive to the needs of the younger populations. Keywords: Accessibility, Efficiency, Quality, Primary Healthcare Facility, Public Service Delivery, Responsiveness