Service Optimization Approaches in the Out-Patient Department and their Impact on Patient Experience

This study determined the level of service optimization approaches in the Out-Patient Department (OPD) of Far North Luzon General Hospital and Training Center, assessed patient satisfaction in terms of timeliness of care, responsiveness of healthcare staff, and empathy and respect, examined the relationship between service optimization and patient satisfaction, and proposed service improvement recommendations. A descriptive-correlational research design was employed involving 179 purposively selected OPD patients aged 18 years and above who completed outpatient services during the data collection period. Data were gathered using a structured questionnaire measuring service optimization (appointment and scheduling systems, patient flow and workflow efficiency, and physical environment and support services) and patient satisfaction (timeliness, responsiveness, empathy, and respect). Descriptive statistics (mean) and Pearson product-moment correlation were used for data analysis. Results revealed a high overall level of service optimization (M=3.12) and patient satisfaction (M=3.19). The appointment and scheduling system obtained the highest mean among optimization domains (M=3.15), while empathy and respect ranked highest among satisfaction dimensions (M=3.25). Correlation analysis showed a very strong and significant positive relationship between service optimization and patient satisfaction (r=0.932, p<0.001), leading to the rejection of the null hypothesis. The findings indicate that effective scheduling, efficient patient flow, and supportive physical environments significantly enhance patient satisfaction. The study recommends strengthening digital appointment systems, improving workflow efficiency, upgrading facilities and support services, sustaining staff development on responsiveness and empathy, and implementing continuous quality improvement and patient feedback mechanisms to maintain and further enhance OPD service quality.