CHAPTER 1

INTRODUCTION

BACKGROUND OF THE STUDY

The local Government Code of the Philippines declared that local

government units shall be given more powers, authorities,

responsibilities and resources. The process of decentralization shall

prove from the national government to the local government units. The

code shall apply to all provinces, cities, municipalities, barangays, and

other political substitutions as may be created by law, and to extent

herein provided, to official, office or agencies of the national government.

(R.A. 7160)

The state shall protect and advance the right of the people to a

balanced and healthful ecology in accordance with the rhythm and

harmony of nature. The state shall promote and protect the global

environment to attain sustainable development while recognizing the

primary responsibility of local government units to deal with

environmental problems. The state recognizes that the responsibility of

cleaning habitat and environment is primarily area- based. Finally, the

state recognizes that a clean and healthy environment is for the good of

all and should therefore be the concern of all. (Republic Act 8749)

Health service is one of the major concerns of the public

administration. The general welfare and the development of local

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community also depend on the kind of facilities, services and programs

offered specially on the health aspect.

As a country that seeks refinement of the well-being of its inhabitants, it

requires a concrete system of health care services from national to local

government. Thus, the need of quality and efficient services provided by

the Department of Health is so important to heighten the level of

satisfaction which corresponds to the effectiveness of services that the

people may obtain.

In Barangay Five Health Center in Victorias City, the services and

programs implemented are the following: Maternal Check-up which

includes pre and post natal services, iron or foliate supplementation to

prevent anemia; Immunization services; Family planning; Environmetal

sanitation; National Tuberculosis Program; Rabies Prevention and

Control Program; Dengue Prevention and Control Program; and

Cardiovascular Disease Prevention and Control Program.

Barangay Five is also a multi-awarded barangay especially on the

“Environmental Friendly and Sanitation” headed by their barangay

captain Hon. Warlito Undar. The residents and barangay officials are

serious and actively take actions with the aim of achieving health in the

community.

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STATEMENT OF THE PROBLEM

This study aims to find out the level of satisfaction of Barangay

Five, Zone 6-A residents in the implementation of Barangay Health

Center Services and Programs in 2016.

Specifically, this study aims to answer the following:

1. What is the demographic profile of the respondents according to

age, sex, civil status and educational attainment?

2. What is the level of satisfaction of Barangay Five, Zone 6-A

residents in the implementation of Barangay Health Center

Services and Programs according to the aforementioned variables?

THEORETICAL FRAMEWORK

Expectation Confirmation theory states that, if performance

exceeds expectation, users will be positively disconfirmed or satisfied. On

the other hand, if performance fails to meet expectations, consumers will

be negatively disconfirmed or dissatisfied.

The expectation confirmation theory not only explains satisfaction

with product performance, but also service satisfaction, as in the case of

government being responsible for the provision of low-income houses to

the poor ( Clinton & Wellington, 2013).

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 Oliver (1993) proposed that expectations could be exceeded in two

different ways: the level of performance is within a normal range (product

was better than expected); the level of performance is surprisingly

positive (one would not expect that the product would have performed so

well) and delight.

In connection to this study, expectation confirmation theory is

more likely relevant to measure the level of satisfaction of Barangay Five,

Zone 6-A residents in the implementation of Barangay Health Center

services and programs. The performance of Barangay Health Center is

more on the positive expectations especially when all the services and

programs have been implemented and satisfies its residents.

Expectation Confirmation theory involves four primary constructs:

expectations, perceived performance, disconfirmation of beliefs, and

satisfaction.

Satisfaction all started with expectation. As clients experienced the

performance and the quality of service had been offered, disconfirmation

of beliefs takes place whether they were satisfied or not.

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CONCEPTUAL FRAMEWORK

The health services and programs provided by the Health Center

in Barangay five are the following: Maternal check-up, Immunization

services, Family planning, Environmental sanitation, National

Tuberculosis Program, Rabies Prevention and Control Program,

Dengue Prevention and Control Program and Cardiovascular Disease

Prevention Program. Assessment of the level of satisfaction of Barangay

5, Zone 6-A residents are prior in the implementation of the

aforementioned health services and programs when group according to

age, sex, civil status and educational attainment.

Age refers to Young (18-25), Adult (26-45) and Old (46 and

above). Civil status refers to single, married, widow and single parent.

Sex refers to male and female. Educational attainment refers to High

school graduate, High school level, College level, College graduate,

Vocational, Elementary graduate and Elementary level.

In this study, the researchers used the following process:

Questionnaires, survey and interviews, data gathered and interpreted

results.

In a clearer perspective, Figure 1 shows the diagram of a concrete flow

of the study to measure the level of satisfaction of Barangay five, Zone

6-A residents in the implementation of Barangay Health Center

Services and Programs during Academic Year 2016-2017.

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Figure 1: Diagram of the level of satisfaction of Barangay Five, Zone 6-

A residents in the implementation of Barangay Health Center Services

and Programs in 2016.

INPUT – Maternal Check-up – Immunization Services – Family Planning – Environmental

HEALTH Sanitation – National Tuberculosis Program – Rabies Prevention and Control
SERVICES Program – Dengue Prevention and Control Program – Cardiovascular Disease
Prevention and Control Program

PROCESS QUESTIONNAIRES SURVEY DATA INTERPRETED

GATHERED RESULTS

OUTPUT SERVICE VISIBILTY SERVICE SERVICE

QUALITY EFFICIENCY ACCOUNTABILITY
OF
SERVICE

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SCOPE AND LIMITATION OF THE STUDY

This study is only limited to measure the level of satisfaction of

Barangay Five, Zone 6-A residents in the implementation of Barangay

Health Center Services and Programs in 2016.

It encompassed the residents of Barangay Five, Zone 6-A who visits

the Health Center for maternal check-up, immunization services, family

planning, environmental sanitation, National Tuberculosis Program,

Rabies Prevention and Control Program, Dengue Prevention and Control

Program and Cardiovascular Disease Prevention and Control Program.

Due to limited time available to conduct the study, only the factors that

were considered relevant in the conduct of this research will be given

emphasis.

With the above mentioned scope and limitations, the researchers

do not claim to be in the position to make broad generalization and

general conclusions regarding the satisfaction of the residents of

Barangay Five, Zone 6-A.

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SIGNIFICANCE OF THE STUDY

Students: This study will be beneficial for them to become aware of the

availability of health services in their certain barangays they live in.

Teachers: This study will be beneficial for them to educate their students

and the community on the proper implementation of health services and

programs that must be given to clients or to the community.

School Administrators: For them to integrate proper ways on how to

help the community by educating them and implement school programs

like community services to guide the people on proper awareness in the

health services provided.

Residents of Barangay Five: For them to avail of proper health care

services and be aware of their rights as clients.

Barangay Health Centers: For them to determine ways on how to

improve the services and programs they render to the people of Barangay

Five. It will help them develop programs to improve community health

services.

Barangay Health Workers: For them to become more effective and

efficient in providing health services to the people of Barangay Five.

Future researchers: They can use this study as their reference for the

research related to health services and programs.

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DEFINITION OF TERMS

CARDIOVASCULAR DISEASE PREVENTION AND CONTROL PROGRAM -

The Department of Health (DOH) and the Philippine Heart Center
collaborated in formulating the National Cardiovascular Disease
Prevention and Control Program and its Operational Plans. DOH
established CVD Prevention and Control Program and assigned CVD
Coordinator every Province to ensure the correct and efficient
implementation of the program (Cardiovascular Disease Control
Program).

DENGUE PREVENTION AND CONTROL PROGRAM - The National

Dengue Prevention and Control Program were first initiated by the

Department of Health (DOH) in 1993. Region VII and the National Capital

Region served as the pilot sites. It was not until 1998 when the program

was implemented nationwide. The target populations of the program are

the general population, the local government units, and the local health

workers (DOH, 1993).

ENVIRONMENTAL SANITATION – the art and science of applying

sanitary, biological and physical science principles and knowledge to

improve and control the environment and factors therein for the

protection of the health and welfare of the public (www.google.com).

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FAMILY PLANNING – the practice of controlling the number of children in

a family and the intervals between their births, particularly by means of

artificial contraception or voluntary sterilization (Wikipedia).

IMMUNIZATION – the process by which an individual’s immune system

becomes fortified against an agent known as the immunogen (Wikipedia).

MATERNAL CHECK-UP – Prenatal Care, also known as antenatal care is

a type of preventive healthcare with the goal of providing regular check-

ups that allow doctors or midwives to treat and prevent potential health

problems throughout the course of the pregnancy while promoting

healthy lifestyles that benefit both mother and child (Wikipedia).

NATIONAL TUBERCULOSIS PROGRAM (NTP) – the program provides

various free of cost, quality tuberculosis diagnosis and treatment services

across the country through the government health system (Wikipedia).

RABIES PREVENTION AND CONTROL PROGRAM – Rabies is ahuman

infection that occurs after a transdermal bite or scratch by an infected

animal, like dogs and cats. It can be transmitted when infectious

material, usually saliva, comes into direct contact with a victim’s fresh

skin lesions (www.google.com).

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