Strategic Utilization of Client Experience Survey and Staff Behavior Monitoring for Advancing Service Quality and Customer - Centric Excellence in a Government Hospital

This study examined the strategic utilization of client experience surveys and staff behavior monitoring for advancing service quality and customer-centric excellence at Vicente Sotto Memorial Medical Center (VSMMC), particularly in the Out-Patient Department (OPD). The study aimed to determine the profile of the respondents, types of OPD services utilized, level of utilization of client experience surveys, level of implementation of staff behavior monitoring, perceived level of service quality and customer-centric excellence, significant relationships among the major variables, and challenges encountered in the implementation of client feedback and staff monitoring mechanisms. The study involved 120 respondents, consisting of 90 clients/patients and 30 hospital personnel. A structured questionnaire was used to gather the required data. Descriptive statistics, including frequency, percentage, and weighted mean, were used to summarize the respondents’ characteristics, service utilization, survey utilization, staff behavior monitoring, service quality, and customer-centric excellence. Pearson product-moment correlation was employed to determine the relationships among the major study variables. The findings indicated that client experience surveys were often utilized, with an overall mean of 4.10, while staff behavior monitoring was often implemented, with an overall mean of 4.20. Service quality obtained an overall mean of 4.17, while customer-centric excellence obtained an overall mean of 4.18, indicating favorable assessments. Significant positive relationships were found between client experience survey utilization and service quality, staff behavior monitoring and service quality, client experience survey utilization and customer-centric excellence, staff behavior monitoring and customer-centric excellence, and service quality and customer-centric excellence. Major challenges included workload and staffing constraints, limited client participation, delays in feedback processing, limited supervisory monitoring, and insufficient utilization of findings for management decisions. Based on these findings, a Client Experience Survey and Staff Behavior Monitoring Enhancement Plan was proposed to strengthen feedback utilization, staff performance, service quality, and customer-centered healthcare delivery at VSMMC.