(Waiting) Time Flies When You’re Having Fun: An Exploratory Study on How Asian Eye Institute (Rockwell Branch) Can Enhance the Waiting Experience of Patients

A Business ResearchPresented to

Professor Josefina F. Ibarle

In Partial FulfilmentOf the Requirements for

Methods of Research (METRES)

Submitted by:Angeles, Lara Jane

Avecilla, Julienne MarieBustillos, Cristalyne

Chong, Annie MichelleTunac, Christian Mark

METRES S63

December 21, 2013

1

Topic

Enhancing the Waiting Experience of Patients at Asian Eye Institute’s Rockwell

Branch

Title

(Waiting) Time Flies When You’re Having Fun: An Exploratory Study on How Asian

Eye Institute (Rockwell Branch) Can Enhance the Waiting Experience of Patients

I. Introduction

Queues are an integral part of any business. Queues can either be a sign of a good

business or a bad business depending on how the observers perceive it.

Queues are most evident in the health service industry. This study focuses on the

waiting experience of the patients of the Asian Eye Institute Rockwell Clinic. The Asian Eye

Institute is the result of the perseverance of two men that are highly recognized in

their respective fields – Mr. Oscar M. Lopez and Dr. Felipe I. Tolentino. Mr. Lopez,

Chairman and CEO of the Lopez Group of Companies met & developed an enduring

friendship with Dr. Tolentino when he visited Boston, one of the world’s well-known

Filipino-American ophthalmologists.

Asian Eye Institute It was established in 2001, which and is considered as a

world-class ambulatory eye care.

The Institute put an effort to make the advance technology available in Asia

Pacific, and now the Institute has served over 70,000 local and foreign patients.

2

Asian Eye Institute It provides a wide specialized medical eye services,

including treatment and management of cataract, glaucoma, diabetic retinopathy,

macular degeneration, strabismus, and uveitis; LASIK surgery for those who want to

do away with glasses and contact lenses; eye plastic surgery; pediatric

ophthalmology and optometry; low vision and visual rehabilitation; optical

dispensary and contact lens services. Dr. Tolentino selected well-trained Harvard

Specialists to be a part of this core medical team.

The Institute now has three facilities to assist the patients. The main facility

located in Rockwell Center, Makati City, houses surgical suites, examination rooms, a

Diagnostic and Laser Center, a Low Vision Center, and an Optical Dispensary. The

satellite clinics at TriNoma, Quezon City (established in August 2007) and Mall of

Asia, Pasay City (established in September 2008) have examination rooms and a

diagnostic center. In order to provide excellent service and its social responsibility

ISO 9001:2008,14001:2004 and OHSAS 18001:2007 standards. The Institute was one

of the first companies in the Philippines to be awarded the Investor in People (IiP)

recognition by the International Quality Centre of the U.K..

II. Management Dilemma/Business Issues

Through the years, Asian Eye Institute has gained quite a number of loyal

patients. In their Rockwell branch alone, there is an average of 108 patients per day.

The Rockwell Clinic was built in 2001 and houses twenty one examination

rooms for patient consults, Diagnostic Centers for detecting eye diseases and

3

monitoring treatment progress, and a Laser Center for the treatment of glaucoma

and retinal diseases.

Beginning 2009, the management of Asian Eye Institute implemented a Customer

Service Survey Program wherein patients are given a survey form and are asked to

rate the services offered by the Clinic on a 3 point scale basis.

Upon consolidation of the results of the Customer Service Survey for 2012 and

for the first half of 2013, it has been observed that an increasing number of patients

do not find the waiting time acceptable. Majority of the dissatisfied patients are

patients of the Rockwell Clinic.

Due to this, the management of the Rockwell Clinic became alarmed because

they have the highest percentage of unsatisfied customers when it comes to

acceptability of waiting.

The Rockwell Clinic accepts the most number of patients among all branches

of Asian Eye Institute since it is where surgeries are conducted. It has a waiting room

and a patient’s lounge wherein various forms of “entertainment” facilities such as free

WiFi, different magazines and cable TV are offered for use of the patients.

Management’s first step in addressing the issue of patient’s dissatisfaction to

the acceptability of waiting time is to explore what other facilities they can offer to

their patients to make the wait more “bearable.”

III. Management Question

How can the management of Asian Eye Institute’s Rockwell Clinic improve the

waiting experience of their patients?

4

IV. Review of Related Literature

Counteracting the negative effects of waiting is a major concern for managers

in service related industries. Various studies have focused on the factors that affect

the waiting perception of consumers but only a few focuses on ways on how to make

waiting a pleasurable experience.

Lines are an integral part of any business. Management/owners view long

lines as an advantage since it means that there are a lot of customers, however, long

queues are destructive of customer satisfaction. The article “The Waiting Game”

written by John Morris and published in the January 2013 issue of Management

Today, discusses the different forms of queuing systems and how it affects the

perception of the customers. It also mentions factors that make waiting in line seem

longer than it seems. One factor is anxiety – the feeling that things will run out before

the person gets to the front of the line. Another is uncertain waits wherein the

customers are not aware of how much time they need to wait. Unexplained waits are

when the line is not moving and the customers are not informed what is happening

and according to the article, the most important of all is unfair waits – this is when

other people’s lines are moving faster or when others cut in line.

Previous researchers have found that waiting time is related to the over-all

satisfaction of a customer. Most consumers easily get annoyed when they have to

wait for longer periods of time so longer waits are mostly associated with lower

levels of customer satisfaction.

5

A study conducted by Charles Areni and Nicole Grantham which was published

in 2009 in Advances in Consumer Research, Volume 36, focused on the effect of

music being played in the waiting room on the experience of passing time. Results of

the study showed that respondents hearing music they like while waiting in line

reported that waiting interval passed more quickly.

Another study conducted by Winter Nie (2000) entitled “Waiting: Integrating Social

and Psychological Perspectives in Operations Management” examined waiting time from a

social and psychological perspective. According to the study, there are two ways of

reducing waiting time. One way is to add more facilities and more employees and the other

is to manage the perception of the customers when it comes to waiting.

The study mentioned that in theme parks wherein it takes around thirty minutes to

an hour before getting into a three minute ride, there are “time fillers” in the form of

television screens which show a short film related to the ride to make the wait seem

shorter. The customers are entertained and do not notice that they have been waiting that

long. The actual waiting time is not reduced but the customers’ perception of what

constitutes a wait is changed.

Another study which was published in the International Journal of Research in

Marketing (1998) on the effects of waiting on the satisfaction with the service

conducted by Ad Pruyn and Al Smidts found that the adverse effects of waiting can be

more effectively soothed by improving the attractiveness of the waiting environment

than by shortening the objective waiting time. In the said study, two elements of the

waiting environment which are the attractiveness of the waiting room and the

presence of television as an explicit distracter were distinguished. Pruyn and Smidts

6

study found that the presence of the TV did not result in the expected effect of

distraction but watching it found to be dependent on the length of the wait.

Since Asian Eye Institute presently offers various sources of entertainment in

their waiting area, these can be classified as distracters and this study can verify if

such distracters are effective in improving the waiting experience of their patients.

Because of the business disadvantages brought about by long queues, studies

have been conducted on the factors that affect a person’s decision to stay in line or

leave the queue. The study of Robert J. Batt and Christian Terwiesch on queue

abandonment in an emergency department focused on the extent to which the visual

aspects of the queue impact the abandonment decision of the patient. The study also

focused in knowing what compels emergency room visitors to wait or bail. One of

the recommendations of Batt and Terwiesch’s study is to make the waiting room

more pleasant and to help the waiting customers in queue appreciate the benefits of

staying as opposed to the cost of leaving.

In all the studies conducted, being informed being informed of the maximum

waiting time and of the reasons behind the long queue and making the waiting room

more pleasant are the common solutions in making the waiting time of patients

more bearable. These results, along with finding out what other forms of

“distracters” the patients want will be tested in the case of Asian Eye Institute.

V. Research Objectives

[1.] To determine answers to the following research questions:

7

[2.] What is the present experience of the patients at the Rockwell Clinic when it

comes to waiting?

1. What is the patients’ attitude with regards to the offered facilities in the waiting

area?

2. What are the suggested offerings while in queue of the patients of Asian Eye

Institute Rockwell Clinic?

VI. What is the patients’ attitude with regards to the offered entertainment facilities?

What are the suggested entertainment offerings while in queue of the patients of

Asian Eye Institute Rockwell Clinic?

Significance of the Study

The Asian Eye Institute

The study would help the management of AEI in providing them information on the

overall experience of customers/patients from the clinic’s entertainment facilities offered

during waiting queue. The information would also include factors that influence the level of

patient’s satisfaction while waiting for their turn with the doctor. It could also provide

ideas to improve the current offered entertainment facilities and reduce the dissatisfaction

by knowing and understanding the patients’ perception and needs towards entertainment.

This research will serve as a reference for AEI located in Rockwell Center, Makati City,

along with their Satellite clinics located in Trinoma, Quezon City and Mall of Asia, Pasay

8

City. In addition, time and money will be saved by using this study as their secondary

source of information.

The Student and Faculty

The research group will certainly learn a lot from this hands-on experience of

conducting a research for a company. The experience is incomparable to any teaching

inside class. The project will engage the group to think critically and effectively.

The Asian Eye Institute

The study would help the management of AEI in providing them information on the

overall experience of customers/patients from the clinic’s entertainment facilities offered

during waiting queue. The information would also include factors that influence the level of

patient’s satisfaction while waiting for their turn with the doctor. It could also help

suggestprovide ideas to improve the current offered entertainment facilities and reduce

the dissatisfaction by knowing and understanding the patients’ perception and needs

towards entertainment. This research will serve as a reference for AEI located in Rockwell

Center, Makati City, along with their Satellite clinics located in Trinoma, Quezon City and

Mall of Asia, Pasay City. In addition, time and money will be saved by using this study as

their secondary source of information.

The Student and Faculty

The research group will certainly learn a lot from this hands-on experience of conducting a

research for a company. The experience is incomparable to any teaching inside class. The

project will engage the group to think critically and effectively. Aside from that, it would

also allow the researchers to understand health care services as well as the overall queuing

9

process in the service industry in general. Other students or faculty may also use the study

as a reference point.

VII. Management Decision

Waiting time normally commences in a health care unit. There are many phases on

how to improve patient’s waiting time that need to be taken into account during the entire

waiting time journey. Asian Eye Institute offers variety of activities in order to lessen

customer complaints on waiting time; such as the television sets, free WiFi and reading

materials like magazines and newspapers. While determining the factors on the following

action standards which will be used to increase customer satisfaction, the group will be

able to determine that some other factors that Asian Eye Institute can add to their existing

facilities.

All the other suggestions of the patient respondents will be taken into consideration

upon thorough studies to be conducted by management. The suggestions of the

respondents surveyed with the most number of mentions/counts will be implemented by

the Management of Asian Eye Institute Rockwell Clinic. If the results of the study show that

majority of the patient respondents want free coffee, management will offer free coffee to

waiting patients.

Management DecisionWaiting time normally commences in a health care unit. There are many phases on how to improve patient’s waiting time that need to be taken into account during the entire waiting time journey. Asian Eye Institute offers variety of activities in order to lessen customer complaints on waiting time; these aresuch as the television sets, free WiFi and reading materials such as magazines and newspapers. While determining the factors on the following action standards which will be used to increase customer satisfaction, the group will be able to determine that some other factors that Asian Eye Institute can add to their existing facilities.

10

All the other suggestions of the patient respondents will be taken into consideration upon thorough studies to be conducted by management. The suggestions of the respondents surveyed with the most number of mentions/counts will be implemented by the Management of Asian Eye Institute Rockwell Clinic. If the results of the survey show that majority of the patient respondents want free coffee, management will offer free coffee to waiting patients. All the other suggestions of the patient respondents will be taken into consideration upon thorough studies to be conducted by management.

VIII. Conceptual Framework Framework (This needs Revision. Read up the different

conceptual framework of other research studies and pattern how it should be

written.)

Since people who are bored tend to notice passing time more than those who are

engaged and having fun, filling in the waiting time with activities such as television, free

WiFi, reading materials and others are helpful in reducing the patient’s perception of

waiting. Such activities are already being provided by the Asian Eye Institute Rockwell

Clinic in its waiting area, yet, based from the results of their Customer Service Surveys for

the past years, a lot of their patients do not find the waiting time in the branch acceptable.

Using the conceptual diagram below, this study will explore how Asian Eye

Institute’s Rockwell Clinic can improve the waiting experience of their patients by finding

out which among the present time fillers being offered by the Rockwell Clinic are being

utilized by the patients and asking the patients what other things they find important that

they like to have in the waiting area.

Conceptual Diagram:

11

Asian Eye Institute’s Time Fillers:

Free WiFi – free WiFi is available at the waiting areas of the 8 th Floor, 9th Floor and 10th

Floor of the Rockwell Clinic

Cable TV – one television set with cable subscription is provided for the patients at the

waiting areas of the 8th , 9th and 10th Floors

Newspapers – local newspapers are available for the patients to read while in the waiting

area

Magazines – magazines/newsletters of the Lopez Group of Companies are available for the

patients to read while in the waiting area

Vendo Machine – a coffee vendo machine is located at the patient’s lounge

Operational Definitions:

Waiting Area – Area where patients stay prior to being seen by a Doctor

Waiting Time – The amount of time the patient consumed from being accommodated in the

reception area to being seen by a Doctor

12

Time Fillers – Offerings in the waiting area that can make the waiting time of the patients

seem shorter; activities or facilities that the patients can do/use while waiting

IX. A study conducted by Winter Nie (2000) entitled “Waiting: Integrating Social and

Psychological Perspectives in Operations Management” examined waiting time from

a social and psychological perspective. According to the study, there are two ways of

reducing waiting time. One way is to add more facilities and more employees and the

other is to manage the perception of the customers when it comes to waiting.

The study mentioned that in theme parks wherein it takes around thirty minutes to

an hour before getting into a three minute ride, there are “time fillers” in the form of

television screens which show a short film related to the ride to make the wait seem

shorter. The customers are entertained and do not notice that they have been

waiting that long. The actual waiting time is not reduced but the customers’

perception of what constitutes a wait is changed.

People who are bored tend to notice passing time more than those who are engaged

and having fun. Filling in the waiting time with activities such as television, free WiFi,

reading materials and others are helpful in reducing the patient’s perception of

waiting.

Television sets, free WiFi and reading materials such as magazines and newspapers

are already being provided by the Asian Eye Institute in its waiting area. Yet, since all

facets of Asian Eye Institute’s operations from diagnosis to consultations to

operations are being held at the Rockwell clinic, it encounters a large amount of

patients per day compared to its satellite clinics (Mall of Asia and Trinoma) which

13

only holds diagnosis and consultations. Majority of these patients do not find the

waiting time in the branch acceptable despite having “time fillers.”

This study will find out if the patients are satisfied with the present time fillers

being offered by the clinic or if they want more. If they want more, then management

can look into the costs and benefits of the patient’s suggestions and incorporate it in

their operations.

This study will also aim to determine what the patients of Asian Eye Institute

consider as an acceptable waiting time.

Operational Definitions:

Waiting Area – Area where patients stay prior to being seen by a Doctor

Waiting Time – The amount of time the patient consumed from being accommodated

in the reception area to being seen by a Doctor

Time Fillers – Offerings in the waiting area that can make the waiting time of the

patients seem shorter; activities or facilities that the patients can do/use while

waiting

Research Design

The researchers used exploratory research and descriptive research. With

these methods, the researchers collected information that is helpful in solving the

problem of the company. Exploratory research was used in this study because this

type of research design is usually carried out to determine the problem, and to seek

additional information that would help support the study.

Phase One: The researchers initially conducted conducted informal interviews and this

through secondary data analysisresearch. The secondary data analysisgathering was

14

done through surfing the internet to search articles related to service type

establishments and customer level of satisfaction while waiting in queue. Published

books related to behaviour have also been used. The information gained was used to

generate ideas and learn more about preferences and perception of the patients

while waiting for their turn.

Sources of Information

The researchers got their source of information through the survey questionnaires

administered; newspapers and online articles. Moreover, the interview with the front desk

receptionist of Asian Eye Institute in Rockwell branch was credible enough since she

knows the turnaround time of the clinic processes very well as well as the current problem

of the patients while waiting. It was a big help and a good source of information for the

researchers. As for the published materials and internet, they are always an updated source

of information but they must be read and sorted.

The collected data was limited only to 3 year span from year 2010 to 2013 to have

timely and relevant information since trends in the health industry, especially in

ambulatory eye care, are fast changing.

Phase T t wo: Another rResearch design is the Quantitative Survey - descriptive research.

This method is conductedaims to provide answers to the questions of who, what,

where, when, and how of the problem. Answers to this question are found through the

use of secondary data and survey.

Sampling Method

The researchers had selected non-probability sampling method. Under the

non-probability sampling method, the researchers chose convenience or haphazard

15

sampling because samples were drawn using high-peak hours or high-traffic days,

giving ease to the researchers in reaching the respondents. It also gave the

researchers a cushion on their time and budget constraints.

Interview Proper via structured questionnaire

The questionnaire served as a tool to know the feedback and preference of the

patients regarding the waiting area. With this information at hand, the researchers was

were able to know what to target or do in order to further improve Asian Eye’s Institute’s

overall waiting area including the entertainment facilities.

The surveyinterview was administered by asking patients to respond to the set of

questions with the questionnaire serving as a guide for the interviewers.s written in paper

provided The interview was conducted on the day of the client’s appointment as to them

on the day they visited the Rockwell branch. Tthe group believed that making a survey

conducting the interview on the clients on the day of their appointment is the best way to

determine their experience in waiting.

Prior to the conduct of the interview, The researchers has came up with a few and

short questionnaire with clear and concise words that are straight forward. The survey

form is the size of a one whole short bond paper with a total of three pages. In addition to

this, tTthe survey guide questionnaire was checked by the professor. Prior to

conducting the study, and the researchers also conducted made a pA pilot run was also

conducted before the questionnaire wasy the finalized the questionnaire as a person-to-

person interview to make sure that the respondents will understands the questions.

Respondents description and Sample Size

16

There were thirty (30) respondent-patients interviewed who visited the Rockwell

Clinic of Asian Eye Institute during the survey period (November 23, 2013). These are

participated in the study. They are current the actual patients of Asian Eye Institute in

the Rockwell branch. These patients are comprised of males and females and from

age 16 to 68 years old. Respondents are reliable because they have experienced and used

the entertainment facilities in the clinic.

Sample Size

Thirty (30) patients who visited the Rockwell Clinic of Asian Eye Institute during the survey

period (November 23, 2013) participated in the study.

Sources of Information

The researchers got their source of information through the survey questionnaires

administered; newspapers and online articles. Moreover, the interview with the front desk

receptionist of Asian Eye Institute in Rockwell branch was credible enough since she knows

the turnaround time of the clinic processes very well as well as the current problem of the

patients while waiting. It was a big help and a good source of information for the researchers.

As for the published materials and internet, they are always an updated source of information

but they must be read and sorted.

The researchers gathered secondary data from internal sources which are from the company

itself. Furthermore, the researchers also looked on the websites of newspaper companies such

as Manila Bulletin, Philippine Daily Inquirer, and The Philippines Star. These websites gave

the necessary issues and news about service establishments, waiting time and customer

satisfaction.

17

These sources of information can be very useful in conducting the research. It gave the

researchers some insights about the industry, trends, and other important information about

the industry and the company. The collected data was only between a 5 year span from year

2008 to 2013 to have timely and relevant information.

Sample Size

Due to time and budget constraints, the researchers has decided to use the sample size of 30

after consulting with the professor.

Method of Analysis

The statistical method supported the study that was conducted by the

researchers through computations and certain tabulations. It was needed in order

to present a comprehensive analysis of the variables. The researchers also used

different types of statistical method. They were very particular in the measure of

central tendency which is the mean, mode, and frequency distribution.

Investigative Questions

What is the average waiting time experienced by the patients in the Rockwell Clinic?

What is the duration of waiting time that patients find acceptable?

How comfortable do the patients find the waiting area?

How do the patients find the entertainment facilities offered in the waiting area?

Which among the entertainment facilities offered in the waiting area do the patients use

the most?

What other forms of “entertainment/facilities” do patients want to enhance their waiting

experience?

18

What are the ways can the clinic offer to alleviate the dissatisfaction of the patients in

waiting?

Measurement Questions

What are things you want to do while waiting for your scheduled time of check-

up/operation in Asian Eye Institute’s Rockwell Clinic?

Which among the facilities in the waiting area have you used?

What do you (the patients) like most about the waiting area in the Rockwell Clinic?

What do you (the patients) like least about the waiting area in the Rockwell Clinic?

How can you rate the waiting area in the Rockwell Clinic?

How satisfied are you with the medical care provided by Asian Eye Institute as a whole?

How satisfied are you with the medical care provided by the Rockwell Clinic of Asian Eye

Institute?

How long did you have to wait before you were accommodated by a Doctor?

Do you find your total waiting time acceptable?

What is the ideal waiting time (in minutes) for you?

What are of the Institute/clinic do you believe needs the most improvement?

I thought you were interested in asking about the respondents’ suggestions. Did you not

ask a direct question on suggestion?

The survey was administered by asking patients to respond to the set of

questionnaires written in paper provided to them on the day they visited the Rockwell

19

branch. The group believed that making a survey on the clients on the day of their

appointment is the best way to determine their experience in waiting.

X. Scope and Limitations of the Study

The study determined how Asian Eye Institute can enhance the waiting

experience of patients at the Rockwell Clinic. The general purpose of investigation

was to explore facilities that will be offered to patients to make their wait more

“bearable”. The targeted population of the study were patients whose age ranges

from 16 to 68 and who personally came in the branch.

The members of the group talked to all incoming patients that were

accommodated in the waiting area of the branch and were later on screened using

the above criteria. It was decided to study the age bracket (16-68 years of age) as the

group believed that they will respond actively on the provided set of questions.

 

XI.

Data analysis

Sample SizeResults

Thirty (30) patients who visited the Rockwell Clinic of Asian Eye Institute during the

survey period (November 23, 2013) participated in the study.

Participants were personally interviewed by the members of the group using a

predefined set of questions. Some of the questions were designed for the patients to

provide their suggestions on the waiting area and waiting time while some were designed

20

for the patients to rate their perception on the clinics facilities and overall quality of

service.

After gathering data from the interview, the researchers tabulated the responses

and analysed each through measuring the frequencies among the respondents answer

using SPSS (Statistical Package for the Social Sciences). SPSS Statistics is a software

package used for statistical analysis. Long produced by SPSS Inc., it was acquired by IBM in

2009, and current versions are officially named IBM SPSS Statistics. SPSS is among the most

widely used programs for statistical analysis in social science. It is also used by market

researchers, health researchers, survey companies, government, education researchers,

marketing organizations, and others. Frequency measures will determine how many

respondents are into the perception as asked during the interview.

Profile of the Respondents

The participants’ ages ranged from 16 to 68 years old. Sixty percent (60%)

comprised the 37-56 age bracket (Chart 1.A). The respondents were almost equally

divided among males and females (Chart 1.B). With regard to the respondents’ place

of residence, majority (70%) of the patients interviewed reside within Metro Manila

(Chart 1.C).

Although the Rockwell Clinic of Asian Eye Institute also accepts walk-in

patients, majority of the participants (86.67%) came to the clinic with an

appointment (see Chart 1.D).

21

Participants were personally interviewed by the members of the group using a predefined set of questions. Some of the questions were designed for the patients to provide their thoughts on the waiting area and waiting time while some were designed for the patients to rate their perception on the clinics facilities and overall quality of service.After obtaining gathering data from the interview, the researchers tabulated the responses and analysed each through measuring the frequencies among the respondents answer using SPSS (Statistical Package for the Social Sciences). SPSS Statistics is a software package used for statistical analysis. Long produced by SPSS Inc., it was acquired by IBM in 2009, and current versions are officially named IBM SPSS Statistics. SPSS is among the most widely used programs for statistical analysis in social science. It is also used by market researchers, health researchers, survey companies, government, education researchers, marketing organizations, and others. Frequency measures will determine how many respondents are into the perception as asked during the interview.

Patient Waiting Time

A measure of patient’s waiting time (in minutes) before being attended to by a

doctor was obtained by assessing the average time it takes for them the patient to wait

before their turn. Participants were asked to choose from the a list of 6 categories on

how long did they waited before being seen by a doctor. It shows that most of the

patients waited more than half an hour and the average waiting minutes was from

duration of 21 to 25 as shown by Tables 1 and 1.a.

Chart 1.AAge of Participants

Chart 1.BGender of Patients

Chart 1.CPlace of Residence

Chart 1.DSchedule of Patients

22

Table 1.Table 1. Number of minutes incurred by patients before seen by doctor

 Frequenc

y PercentCumulative

PercentLess than 10 minutes (1) 1 3.33 3.3311 to 15 minutes (2) 5 16.67 20.0016 to 20 minutes (3) 6 20.00 40.0021 to 25 minutes (4) 5 16.67 56.6726 to 30 minutes (5) 3 10.00 66.67More than 30 minutes (6) 10 33.33 100.00Total 30 100.00

Table 1.AMeasure of Central Tendency

N 30Mean 4.13Median 4.00Mode 6

In getting the measures of central tendency, numerical values were assigned to the categories in Table 1. The average number of minutes that the participants waited is 21 to 25 minutes.

Acceptability of Waiting Time

The patients were likewise asked about their satisfaction level with the waiting time

they encounter at the Rockwell Clinic. Only twenty percent (20%) mentioned that they are

very satisfied with their waiting time. Fifty-seven percent (57%) mentioned that they are

only satisfied with their waiting time. Seventeen percent (17%) mentioned that they are

neither satisfied nor dissatisfied with their waiting time while seven percent (7%) of the

23

respondents mentioned that they are dissatisfied. No one mentioned that they are very

dissatisfied with their waiting time.

Acceptable Waiting Time

The patients were also asked on their perceived acceptable waiting time. Here, we

let them speak about the maximum waiting time acceptable to them. Their responses are

grouped as shown in Table 2 and Graph 2. Most of the respondents (12 out of 30)

mentioned that the acceptable waiting time for them before being seen by a doctor is 11 to

20 minutes.

Table 2.Maximum acceptable waiting time

 Frequenc

y PercentCumulative

PercentAs scheduled 6 20.00 20.001-10 minutes 3 10.00 30.0011-20 minutes 12 40.00 70.0021-30 minutes 3 10.00 80.00Satisfied 6 20.00 100.00Total 30 100.00  

Graph 2.Percentage of maximum acceptable waiting time

24

T

he Waiting Area

The researchers also asked the patients on their perceptions about the waiting area

as to the following aspects:

Cleanliness of the waiting area

Comfortable waiting area

Layout of waiting area

Facilities or amenities

Cleanliness of the Waiting Area

25

On a scale of 1 to 5 with 5 being the highest, the patients were asked to rate the

cleanliness of the waiting area. Most patients mentioned that they are very satisfied with

the cleanliness of the waiting area.

Table 3.Cleanliness of the waiting area

N 30Mean 4.53Median 5Mode 5

5-Point Scale Frequency Valid Percent

Cumulative Percent

Very satisfied 17 56.7 56.7Satisfied 12 40.0 96.7Neither satisfied nor dissatisfied

1 3.3 3.3

Dissatisfied 0 0 100.0Very dissatisfied 0 0 100.0Total 30 100.0

Comfortable Waiting Area

On a scale of 1 to 5 with 5 being the highest, the patients were also asked to rate

how comfortable they find the waiting area in the Rockwell Clinic.

Results showed that 46.7% of the respondents are very satisfied and 53.3% are

satisfied. No one mentioned that they are neither satisfied nor dissatisfied, dissatisfied and

very dissatisfied. Results on the patients comfort in the waiting area are shown in Table 4.

26

Table 4.Comfortable Waiting Area N 30Mean 4.533Median 5Mode 5   Freq % Cumulative %Very Satisfied 14 46.7 46.7

Satisfied 16 53.3 100.0

Neither satisfied nor dissatisfied

0 0.0 100.0

Dissatisfied 0 0.0 100.0

Very Dissatisfied 0 0.0 100.0

Total 30 100.0

Acceptability of Waiting Time The patients were likewise asked about their satisfaction level with their waiting time at the Rockwell Clinic. Only twenty percent (20%) mentioned that they are very satisfied with their waiting time. Fifty-seven percent (57%) mentioned that they are only satisfied with their waiting time. Seventeen percent (17%) mentioned that they are neither satisfied nor dissatisfied with their waiting time. Seven percent (7%) of the respondents on the other hand, mentioned that they are dissatisfied with their waiting time.

Acceptable Waiting TimeTable 2. Maximum Acceptable Waiting Time

Table 2.

The patients were also asked on their perceived acceptable waiting time. Here, we let them speak about the maximum time acceptable to them. Their responses were grouped as shown in Table 2 and Graph 2. Most of the respondents (12 out of 30) wanted an 11 to 20 minutes waiting time while some of the patients were satisfied by the waiting time they had experienced.

Table 2.Maximum acceptable waiting time

  Frequency PercentCumulative Percent

As scheduled 6 20.00 20.001-10 minutes 3 10.00 30.0011-20 minutes 12 40.00 70.0021-30 minutes 3 10.00 80.00

27

Satisfied 6 20.00 100.00Total 30 100.00  

Graph 2.Percentage of maximum acceptable waiting time

The Waiting AreaQuestions measuring the current waiting area were also asked. On a scale of 1 to 5, with 5 being the highest, the patients were asked to rate how comfortable they find the waiting area in the Rockwell Clinic. The results showed that 46.7% of the respondents are very satisfied and 53.3% are satisfied with the comfortableness of the waiting area 16 of the 30 patients were comfortable in the waiting area as shown in Table 3.A, 3.B and Graph 3. WHAT IS YOUR MEAN SCORE? Measures of Central Tendency?

28

Table 3.Satisfaction on comfortable waiting area

  Frequency PercentCumulative Percent

Satisfied 14 46.67 46.67Very satisfied 16 53.33 100.00Total 30 100.00  

Table 3.A.Satisfaction on Comfortable Waiting Area  Freq % Cumulative % Satisfied 14 46.7 46.7

Very satisfied 16 53.3 100.0

Neither Satisfied nor dissatisfied

0 0.0 100.0

Dissatisfied 0 0.0 100.0

Very Dissatisfied

0 0.0 100.0

Total 30 100.0

 

Table 3.B. Measure of Central TendencyN 30Mean 4.533Median 5Mode 5

Layout of Waiting Area

When asked to rate their satisfaction on the layout of the waiting area,

most (50%) of the respondents mentioned that they are very satisfied with the layout of

the waiting area. Table 5 below shows the results of the patients’ satisfaction on the layout

of the waiting area.

Table 5.Layout of Waiting Area

29

N 30Mean 4.466Median 4.5Mode 5   Freq % Cumulative %Very Satisfied 15 50.0 50.0

Satisfied 14 47.0 97.0

Neither Satisfied nor dissatisfied

1 3.0 100.0

Dissatisfied 0 0.0 100.0

Very Dissatisfied 0 0.0 100.0

Total 30 100.0

Graph 3. (You used the wrong GRAPH. YOU HAVE A 5-POINT SCALE. WHERE ARE THE OTHER

POINTS? THIS PIE CHART IS MISLEADING.)

Percentage of satisfaction on comfortable waiting area

Graph 3. Percentage of satisfaction on comfortable waiting area

30

46.7

53.3

0.00.00.0

Satisfied

Very satisfied

Neither Satisf ied nordissatisfied

Dissatisf ied

Very Dissatisfied

Satisfaction on Current “Time-Fillers” Facilities or Amenities

Table 6 below shows the over-all satisfaction of the patients on the

facilities/amenities in the waiting area.

Table 6.Facilities or Amenities N 30Mean 4.5Median 5Mode 5   Freq % Cumulative %Very Satisfied 16 53.33 53.33

Satisfied 13 43.33 96.66

Neither Satisfied nor dissatisfied

1 3.33 100.0

Dissatisfied 0 0.0 100.0

Very Dissatisfied 0 0.0 100.0

Total 30 100.0

Satisfaction on Waiting Room Facilities Offered

In Table 47.A, majority of the patients chose “Very Satisfied” from the 5-point

scale with regards to satisfaction on the entertainment facilities offered in the waiting

area such as the cable television, free Wifi, magazines, newspaper and coffee vendo

machine. One among the thirty respondents mentioned that he was neither satisfied

nor dissatisfied with the current entertainment facilities offered. WRONG

31

INTERPRETATION. What is your mean score? I thought you will use the basic Measures of

Central Tendency - mean, median, mode?

Table 7.B shows the measures of central tendency while Graph 7 shows the results

in percentage format.

Table 7.A.

Satisfaction on facilities offered  

Frequency PercentCumulative

PercentVery Satisfied

16 53.33 53.33

Satisfied13 43.33 96.66

Neither Satisfied nor Dissatisfied 1 3.33 100.00

Dissatisfied0 0.00 100.00

Very Dissatisfied0 0.00 100.00

Total30 100.00

Table 7.B.Measures of Central Tendency

N 30

Mean 4.5

Median 5

Mode 5

Graph 7.

Percentage of Satisfaction on facilities offered

43.3

53.3

3.3

SatisfiedVery satisfiedNeither satisfied nor dissatisfiedDissatisfiedVery Dissatisfied

32

Facilities Used

The respondents were also asked on which among the following facilities offered in

the waiting area they have already used:

Free WiFi

Cable TV

Newspapers

Magazines

Vendo Machine

A total of 79 responses were gathered from all the 30 respondents. Based on the

results (shown in Table 8 and Graph 8 below), Cable TV was the most utilized facility while

the vendo machine was the least utilized. This can be due to the location of the vendo

machine which is inside the patient’s lounge of the waiting area.

Table 8.Facilities Used

Offerings in AEI UsedFacility

Responses

N PercentPercent of Cases

Cable TV 26 32.9% 86.7%Magazines 19 24.1% 63.3%Newspaper 16 20.3% 53.3%Free WiFi 12 15.2% 40.0%Vendo Machine 6 7.6% 20.0%Total 79 100.0% 263.3%

Graph 8.Facilities in Waiting Area Used by Patients

33

Table 4.Satisfaction on entertainment facilities offered – WHAT IS YOUR MEAN SCORE?

  Frequency PercentCumulative Percent

Neither satisfied nor dissatisfied 1 3.33 3.33

Satisfied 13 43.33 46.67Very satisfied 16 53.33 100.00Total 30 100.00  

Graph 4. .(You used the wrong GRAPH. YOU HAVE A 5-POINT SCALE. WHERE ARE THE OTHER POINTS? THIS PIE CHART IS MISLEADING.)

Percentage of satisfaction on entertainment facilities offered

34

Entertainment Facilities UsedThe respondents were also asked on the entertainment facilities offered in the waiting area that they have already used. They were asked to choose among the following:

35

Free WifiNewspapersMagazinesCable TVVendo machine

36

Table 5 and Graph 5 show a total of 79 responses from all the 30 respondents. Based from the results, Cable TV was the most utilized facility in the waiting area while the vendo machine was the least utilized.

37

Table 5.Entertainment facilities usedN Percent N Percent

30 100.0% 30 100.0%

Offerings in AEI Used

Responses Percent of CasesN Percent

Cable TV 26 32.91% 86.67%Magazines 19 24.05% 63.33%Newspaper 16 20.25% 53.33%Magazines 19 24.05% 63.33%Cable TV 26 32.91% 86.67%

Total 79 100.00% 263.33%

Patients ’ Attitude Toward the Waiting Area

Graph 5. Your graph does not match your table. Check again.

Vendo machine – is not a form of entertainment.

Percentage of entertainment facilities used

38

The patients were asked to enumerate the things they like about the waiting area.

Most of the patients mentioned that they like the facilities that are being offered in the

waiting area. Television and free WiFi topped the list of the facilities that the patients like

in the waiting area. Respondents also mentioned that they like the ambiance in the waiting

area with 5 respondents stating that the waiting area is comfortable. Table 9 below shows

the over-all likes of the respondents in the waiting area.

Table 69.

Likes About the Waiting Area

Facilities 16 Ambiance 11 Layout 3

Television 7 Comfortable 5 Spacious 2

Free WiFi 4 Good Waiting Area 1 Wide 1

Newspapers 3 Nice Waiting Area 1 Service 3

Vendo Machine 3 Good Environment 1 Friendly Employees 3

Free Water 2 Clean 1 Temperature 2

Comfortable Chair 1 Good Atmosphere 1 Cool 2

Magazines 1 Safe 1

Likewise, the patients were asked about the things they dislike about the waiting

area. Eighteen respondents (60% of the sample) mentioned that they do not dislike

anything about the waiting area while two respondents did not provide information. Table

10 below shows the over-all things that the patients dislike about the waiting area.

39

Table 10.Dislikes About the Waiting Area

None 18 Cleanliness 1 Layout 1CR is not clean 1 Crowded 1

Temperature 6Humid 2 Facilities 1 No Info 2Some areas are hot 1 Only one TV 1A bit warm 1Not so cold 1 Service 1Not cold 1 Long waiting time 1

Patient s’ Suggestions

The patients were also asked what things that is important to them that they would

like to find in the waiting area and their suggestions on how Asian Eye Institute can further

improve their waiting area.

Table 11 shows the things that are important for the patients that they want to see

in the waiting area.

It is important to note that there were eleven respondents (36.67% of the sample)

who did not give any suggestions/mentioned that there is nothing important to them that

they like to see in the waiting area. One of them mentioned that they are already content

with the current offerings in the waiting area.

Patients’ Suggestions

The patients were asked to enumerate the things they like and what improvements

they want to see in the waiting area. We grouped them as shown in Table 6 and Graph 6 as

follows:

Food and Drinks = free coffee, free cookies, vendo machine for snacks, free juice, free

drinks, and candy.

40

Improvement of facilities = faster wifi connection, additional TV, additional aircon, and

more reading materials.

Improve layout = more space in the waiting area.

Contented = contented on what is in the waiting area.

From the results, most of the patients (43.33%) wanted food and drinks be offered

in the waiting area. One patient also mentioned that the waiting area needs to be widened.

Table 611. Things the Patients Want in the Waiting Area

Food And Drinks 13 Improvement Of Facilities

Free Coffee 7 Additional TV

Free Food 3 Faster WiFi Connection

Vendo Machine for Snacks 2 More reading materials

Free Drinks 2 Additional Aircon

Free Cookies 1 Improve Layout

Free Juice 1 More Space

Candy 1 NoneContented with what is in the waiting area

No Info

When asked about their suggestions for the improvement of the waiting area,

among the responses mentioned by the respondents are the following:

Food and Drinks = free coffee, free cookies, vendo machine for snacks, free

juice, free drinks, and candy.

Improvement of facilities = faster wifi connection, additional TV, additional

aircon, and more reading materials.

Improve layout = more space in the waiting area.

Improve lighting = better lighting

41

Improve Queuing System = implement automated queuing system

Table 12 shows the suggestions of the patients for the improvement of the waiting

area.

Table 912.

Suggestions for Improvement

None 8 Free Food/Drinks 8 Improvement of Layout 4

Free Coffee 4 More Space 4

Improvement of Facilities 8 Free Food 2

Additional Aircon 6 Free Juice 2 Improvement of Lighting 1

Additional TV 2 Free Cookies 1 Better Lighting 1

Vendo Machine for Snacks 2 Free Soda 1

Additional WiFi Router 1 Free Popcorn 1 Queuing System 1

Expansion of Waiting Area 1 Automated Queuing System 1

Additional Couches/Chairs 1

Activities While Waiting

The patients were asked to choose among the list provided below one specific thing

they want to do to while waiting for their turn to be seen by a Doctor.

Read

Surf Internet

Watch Television

Listen to Music

42

The results showed that watching television was the activity that most patients

want to do while waiting while listening to music is the least.

Table 713.Things the patient wants to do while waiting.

 Frequency Percent

Watch television 14 46.67

Surf internet 9 30.00

Read5 16.67

Listen to music2 6.67

Total30 100.00

Graph 13.

Percentage of Things the Patients Want to do While Waiting

Aside from asking the respondents one specific activity they want to do while

waiting, they were also asked a specific type of publication (for those who chose reading),

television program (for those who chose watching TV) and genre of music (for those who

chose listening to music). Table 14 shows the choices of the respondents.

Table 1114.

Specific Types of Publication, TV Programs and Genre of Music

Watch Television Read Listen to Music

Programs: Type of Publication: Genre:

Foreign Movies 10 Magazines 3 Love Songs 1

Local Movies 2 Newspapers 2 Old Pop Songs 1

News 1 Others 0 Modern Pop Songs 0

Variety Shows 1 Praise Songs 0

43

Others 0 Rock Songs 0

Classical Songs 0

Revivals 0

Others 0

For the respondents who chose watching television, most respondents prefer

watching foreign movies. For the respondents who chose reading, most respondents

mentioned that they prefer reading magazines. For the respondents who chose listening to

music, they prefer listening to love songs and old pop songs. Graph 6. I do not know what

this is referring to…!!!

Percentage of things wanted by patient in the waiting area

Activities While Waiting

We asked the patients to choose among the list as shown in Table 7 and Graph 7 one

specific thing they want to do to alleviate dissatisfaction while waiting. It showed that

watching television was the activity that most patients want to do while waiting and

listening to music is the least.

44

XII. Discussions

The study revealed that the present waiting time experience of the patients at Asian

Eye Institute (Rockwell Clinic) has an average between 21 to 25 minutes and the most

acceptable is between 11 to 20 minutes. The average waiting time is the average amount of

time experienced by the patients of Asian Eye Institute prior to being seen by the doctor.

The most acceptable waiting time is the desirable amount of time suitable for the patient’s

preference for the duration of waiting prior to being seen by the doctor. Since the Rockwell

Clinic currently has the highest percentage of unsatisfied customers when it comes to

acceptability of waiting, these findings are very important because the management needs

to know the most desirable duration of waiting time for the patients.

Findings about the patient’s perception with regards to the offered entertainment

facilities by Asian Eye Institute were also gathered. Most of the patients deemed the

waiting area to be slightly comfortable. Majority mentioned they were very satisfied with

the facilities and amenities offered. However, patients suggested other offerings that are

important to them while they wait.

The patient’s perception with regards to the offered entertainment facilities by

Asian Eye Institute is their ability to regard and share their insights about their experience

in utilizing the entertainment facilities offered by the Clinic. These facilities and amenities

have included free internet (WiFi), newspapers, vendo machine, magazines, and cable

45

television. These are the “time fillers” that will help the study identify and classify the

distracters effective in improving the waiting experience of the patients.

A number of other factors have been shown to reduce perceived waiting time in

addition to common solutions in making the waiting time of patients more bearable,

including giving patients tasks to complete during a wait (Pruyn and Smidts 1998),

providing entertainment in the waiting room on the experience of passing time (Charles

Areni and Nicole Grantham 2009), making the waiting room more pleasant and to help the

waiting customers appreciate the benefits of staying as opposed to the cost of leaving

(Robert Batt and Christian Terwiesch).

An implication that has been uncovered based from the study is that most of the

patients are satisfied with their utilization of entertainment facilities offered by Asian Eye

Institute. For the respondents’ feedback on the amenities that are utilized, 53.3% are very

satisfied, 43.3% are satisfied, and 3.3% are neither satisfied nor dissatisfied. For the

general ambiance in the lounge area 53.3% of the respondents are satisfied. Majority of

them are also comfortable while waiting and are very satisfied with the cleanliness of the

waiting area.

XIII. Summary

Graph 7.Percentage of things the patient wants to do while waiting.

46

47

Likes About the Waiting AreaWe asked theThe patients were asked on the things they liked about the waiting area and below were the enumerated response and groupings.Table 8.Patients’ response and grouping on the things they like about the waiting area. FACILITIES TEMPERATURE

Free WiFi Cool AirconTelevision AMBIANCENewspapers Good Waiting AreaFree Water Nice AreaVendo Machine Good EnvironmentMagazines ComfortableComfortable Chair Clean

SERVICE SafeFriendly Employees Good AtmosphereLAYOUT

SpaciousWide

From the analysis done it is found that the facilities were most liked by the patients at about 42.5% of the total as shown in Table 8.A and Graph 8.

48

Table 8.AThings Liked by the patients about the waiting area

  Responses

Percent of Cases 

Frequency Percent

Facilities17 42.5% 56.7%

Layout4 10.0% 13.3%

Temperature3 7.5% 10.0%

Ambiance12 30.0% 40.0%

Service4 10.0% 13.3%

Total40 100.0% 133.3%

Graph 8Likes about the Waiting Area

49

Dislikes About the Waiting Area

The patients were also asked about the things they dislike about the waiting area. Their responses are shown in Table 9. Table 9: Dislikes About the Waiting Area (Where are your numbers/count for Dislikes? )

TEMPERATURE SERVICEHumid Long waiting timeSome areas are hot LAYOUTA bit warm CrowdedNot so cold CONTENTEDNot cold

CLEANLINESSCR is not clean

FACILITIESOnly one TV

From the analysis done it is found that the patients at about 64.52% of the total are contented about the waiting area as shown in Table 9.A and Graph 9.

50

Table 9.AThings Disliked by the patients about the waiting area (Contented – Did they actually say that they are contented or is this a presumption?)  Responses

Percent of Cases 

Frequency Percent

Temperature 6 19.4% 20.0%Cleanliness 2 6.5% 6.7%Facilities 1 3.2% 3.3%Service 1 3.2% 3.3%Layout 1 3.2% 3.3%Contented 20 64.5% 66.7%Total 31 100.0% 103.3%

Graph 9.Dislikes about the Waiting Area (How many gave dislikes and how many had no dislikes? Do you presume that they are contented when they did not give an answer to Dislikes?)

51

The researchers also asked the patients on their perceptions about the waiting area as to the following aspects:Cleanliness of the waiting areaComfortable waiting areaLayout of waiting areaFacilities or amenitiesGeneral ambiance in the lounge area After obtaining patients perception, Tables 10 to 14 and Graphs 10 to 14 below show that they were satisfied if not very satisfied on the current overall set-up and environment in the waiting area.

52

Table 10. Cleanliness of the waiting area

 Frequency

Valid Percent

Cumulative Percent

Neither satisfied nor dissatisfied

1 3.3 3.3

Satisfied 12 40.0 43.3Very satisfied 17 56.7 100.0Total 30 100.0  

(in your report for all of the succeeding attributes “Cleanliness… Comfortable… etc. – use mean scores computing the 5-point scale)

Graph 10.Cleanliness of the waiting area

53

Table 11.Comfortable waiting area

  FrequencyValid Percent

Cumulative Percent

Satisfied 14 46.7 46.7Very satisfied 16 53.3 100.0Total 30 100.0  

Graph 11.Comfortable waiting area

54

55

Table 12.Layout of waiting area

  FrequencyValid Percent

Cumulative Percent

Neither satisfied nor dissatisfied

1 3.3 3.3

Satisfied 14 46.7 50.0Very satisfied 15 50.0 100.0Total 30 100.0  

Graph 12.Layout of waiting area

56

57

Table 13.Facilities or amenities     

  FrequencyValid Percent

Cumulative Percent

Neither satisfied nor dissatisfied

1 3.3 3.3

Satisfied 13 43.3 46.7Very satisfied 16 53.3 100.0Total 30 100.0  

Graph 13.Facilities or amenities

58

59

Table 14.General ambiance in the lounge area

  FrequencyValid Percent

Cumulative Percent

Neither satisfied nor dissatisfied 1 3.3 3.3

Satisfied 16 53.3 56.7Very satisfied 13 43.3 100.0Total 30 100.0  

Table 14.General ambiance in the lounge area

60

Discussion

The study has found out revealed that the present waiting time experience of the

patients at Asian Eye Institute (Rockwell Clinic) has an average between 21 to 25 minutes

and the most acceptable is between 11 to 20 minutes. The average waiting time is the

average amount of time experienced by the patients of AEI prior to being seen by the

doctor. The most acceptable waiting time is the desirable amount of time suitable for the

patient’s preference for the duration of waiting prior to being seen by the doctor. Since the

Rockwell Clinic currently has the highest percentage of unsatisfied customers when it

comes to acceptability of waiting, these findings are very important because the

management needs to know the most desirable duration of waiting time for the patients.

Findings about the patient’s perception with regards to the offered entertainment

facilities by AEI are also gathered. Most of the patients deemed the waiting area to be are

slightly comfortable. with the area and mMajority of them are very satisfied with the

facilities and amenities offered. Television is the most used facility, while Vendo Machine is

the least used offered by AEI. However, patients have suggested other offerings that are

important to them while they wait. Majority of the patients wanted to have free drinks.

The patient’s perception with regards to the offered entertainment facilities by AEI

is their ability to regard and share their insights about their experience in utilizing the

entertainment facilities offered by the Clinic. These facilities and amenities have included

free internet (WiFi), newspapers, vendo machine, magazines, and cable television. These

are the “time fillers” that will help the study identify and classify the distracters effective in

improving the waiting experience of the patients.

61

A number of other factors have been shown to reduce perceived waiting time in

addition to common solutions in making the waiting time of patients more bearable,

including giving patients tasks to complete during a wait (Pruyn and Smidts 1998),

providing entertainment in the waiting room on the experience of passing time (Charles

Areni and Nicole Grantham 2009), making the waiting room more pleasant and to help the

waiting customers appreciate the benefits of staying as opposed to the cost of leaving

(Robert Batt and Christian Terwiesch), and discussing different forms of queuing systems

and how it affects the perception of the customers (John Morris 2013).

An implication that has been uncovered based from the study is that most of the

patients are satisfied with their utilization of entertainment facilities offered by AEI. And

these patients are merely concerned with the acceptable waiting time. Most of them are not

satisfied. For instance, future research can focus more closely on the possible waiting time

that can be acceptable by the patients of AEI. What strategy can be used to meet the desired

waiting time of the patients possible for AEI to commence? Will there be other options to

choose in order to minimize number of complaints received by AEI from their patients?

What is the reason why they wait longer rather than getting the average amount of waiting

time acceptable to them? These questions can lead future research into new directions that

concerns waiting time.

Mention your problems on sampling so you can reco that in future research –

sampling etc…

Future research can also use statistical sampling, rather than haphazard or convenient

sampling used in this study. For this research, samples are chosen based from the patients

who arrived at the clinic during the day of the survey. Unlike with statistical, future

62

researchers can get samples based from the list of regular patients of AEI from different

branches. And then they can select names listed from the record. Since the study has

focused only on one branch which is located in Rockwell, Makati, future researcher/s can

also select other branches of the clinic to obtain more information and insights about

waiting time. In addition, other researchers can also have same number of female and male

respondents. Since this research has obtained different percentage of female and male

respondents, future researchers can maximize the number of samples based from different

branches of AEI to get same percentage of female and male participants.

Summary

AEI is the result of the perseverance of Mr. Oscar Lopez CEO of the Lopez Groups of

Companies and Dr. Felipe Tolentino well-known Filipino-American ophthalmologists in

Boston. AEI was established in 2001 as a world class ambulatory eye care.

The researchers used exploratory and descriptive research to learn and find out the

perception of the respondents. The research objective was to know the present experience

and perception of the patients of Asian Eye Institute with regards to waiting time. Thirty

participants were personally interviewed by the members of the group using predefined

set of questions. Seventy percent of the participants reside in Metro Manila while thirty

percent were outside Manila.

The data shows that most of the patients waited more than half an hour and

the average waiting minutes was from the duration of 21-25 minutes. The researcher

let them express the average waiting time and the data shows that the acceptable

waiting time for them would be 11-20 minutes. The results also show the things that

respondents like or the improvements they want to see in the waiting area. From the

63

results, the respondents wanted food and drinks like free coffee, free cookies, vendo

machine for snacks, free juice and candy. Through this research, the company can

use the result of this study to further enhance the offerings to their patients which

will help enhance the waiting experience of their patients.

XIV. Conclusions

This study revolves about the objectives of the researchers to know the patients

present experience of the patients at the Rockwell Clinic when it comes to waiting; their

attitude with regards to the clinic’s offered facilities; and the suggested offerings while in

queue of the patients of the Asian Eye Institute Rockwell Clinic.

Based from the interview and data analysis conducted, it was found that the major

issue lies beneath the waiting time. When asked about their satisfaction with their waiting

time, majority of the respondents mentioned that they are satisfied with their waiting time.

The waiting time encountered by most of the patients (33.33%) is more than half an hour

as provided by Table 1 and their acceptable waiting time is a maximum of 20 minutes as

indicated in Table 2.

The results also showed that the patients were satisfied with the present offerings

in the waiting area but they still want Asian Eye Institute to provide more facilities such as

free food and drinks, additional aircon system, etc.

64

Conclusions (Check again your research objectives/questions. You need to answer

these to make your conclusions and your recommendations should have a basis.

REVISE!)

 This study revolves about the objective of the researchers to know the patients

current experience on waiting time before they would be accommodated by the

doctor; their perception to the entertainment facilities offered in the waiting area;

and the entertainment facilities wanted by them to be offered, aside from what is

now available, in the waiting area.

Based from the interview and data analysis conducted, it is found that patients are

satisfied with the entertainment facilities currently offered in the waiting area and

they are able to utilized this offerings. The major issue lies beneath the waiting time.

Majority of the patients waited more than half an hour at 33.33% as provided by

Table 1 but their acceptable waiting time is at 20 minutes at the maximum as

indicated in Table 2.

XV.  Recommendations (Cross check with conclusions and management. See future

research too.)

Based from the results of the study, majority of the patients interviewed

mentioned that they want to have free food and drinks in the waiting room of the

Asian Eye Institute Rockwell Clinic. Most of those who mentioned that they want free

food and drinks mentioned that they want to have free coffee in the waiting area.

Since the management decision is to implement the suggestion with the most

number of mentions, the management of Asian Eye Institute (AEI) shall offer free

65

coffee to its waiting patients. Asian Eye Institute can form exchange deals with

certain coffee companies.

Nescafe offers free beverage bars (coffee dispenser) to offices in exchange for

a certain amount of supplies (coffee, creamer and sugar) that will be purchased from

them. The management of Asian Eye Institute can explore this option as it is

relatively cheap. This option is also convenient because the beverage bar can be

placed beside the existing water dispenser in the waiting area of the Rockwell Clinic.

It is also recommended that the Management of Asian Eye Institute study the

possibility of implementing all the suggestions mentioned by the patient. This should

be done by analyzing the costs and benefits of implementing the same.

Recommendations for Future Research

Since our study only focused on additional facilities/offerings that Asian Eye

Institute can offer to its patients, future research can measure if the provision of

additional time-fillers were helpful in alleviating the waiting experience of the

patients. A study on the actual waiting time versus the perceived waiting time may

also be conducted to measure the effectivity of the additional time-fillers.

Future researchers can also expand the sample size of the study by

interviewing the required sample size of 385 respondents to get more

ideas/opinions from more patients and to be able to apply the best decision for

management and for the patients as well.

Future researchers can also focus more closely on the possible waiting time that can be

acceptable by the patients of Asian Eye Institute. What strategies can be used to meet the

66

desired waiting time of the patients possible for Asian Eye Institute to commence, other

options to choose in order to minimize number of complaints received by Asian Eye

Institute from their patients, and the reasons why they wait longer rather than getting the

average amount of waiting time acceptable to them.

Future research can also use statistical sampling, rather than haphazard or

convenient sampling used in this study. Since for this research, samples were chosen based

from the patients who arrived at the clinic during the day of the survey, future researchers

can get samples based from the master list of the overall regular patients of Asian Eye

Institute from different branches. Through this method they can select names listed from

the record and use the sampling formula considering the desired margin of error to come

up with sufficient number of samples that will generate a higher degree of confidence for

the result of the future study. Since this research has focused only on one branch which is

located in Rockwell, Makati; future researcher/s can also select other branches of the clinic

to obtain more information and insights about enhancing the waiting experience of the

patients. In addition, other researchers can also have same number of female and male

respondents. Since this research has obtained different percentage of female and male

respondents, future researchers can maximize the number of samples based from different

branches of Asian Eye Institute to get same percentage of female and male participants.

67

 Sources/References:

Asian Eye Institute Company Website: http://www.asianeyeinstitute.com

The Waiting Game.Management Today. January 2013

R. Batt& C. Terwiesch: Waiting Patiently: An Empirical Study of Queue Abandonment

in an Emergency Department. The Wharton School, University of Pennsylvania,

Philadelphia

68

A. Pruyn& A. Smidts: Effects of Waiting on the Satisfaction with the Service: Beyond

Objective Time Measures. International Journal of Research in Marketing.Volume 15,

1998.

C. Areni& N. Grantham: (Waiting) Time Flies When the Tune Flows: Music Influences

Affective Responses to Waiting by Changing the Subjective Experiences of Passing

Time. Advances in Consumer Research, Volume 36, 1999.

W. Nie:Waiting: Integrating Social and Psychological Perspectives in Operations

Management. Omega: International Journal of Management Science, Volume 28,

December 2000. 

Radford University Website:

http://www.radford.edu/~jaspelme/Writing_Guides/Vol_6_Revised/Methods_Results_Dis

cussion_&_Conclusions_guide_revised_Jan2010.pdf

Qualifications of Researchers

Lara Jane Angeles is a QA Associate in Asian Eye Institute. She was a former Branch

Operations Associate in Bioessence Slimzone Silver City.

69

She obtained her Bachelor of Science in Marketing Management degree in University

of Sto. Tomas. She is currently taking up Masters of Business Administration at the

Ateneo Graduate School of Business.

Julienne Marie L.D. Avecilla is currently working as an Assistant Planning and

Monitoring Officer at the Philippine Amusement and Gaming Corporation (PAGCOR).

She previously held the Market Research Assistant position at the former Research

and Development Department of the same company.

She finished her Bachelor of Science Major in Applied Economics and Management of

Financial Institutions Degree at De La Salle University. She is currently taking up

Masters of Business Administration at the Ateneo Graduate School of Business.

Cristalyne N. Bustillos is a Treasury Assistant in Shopping Center Management

Corporation (SCMC-SM City San Pablo). She was a former Marketing Associate in

Bank of the Philippine Islands (BPI).

She obtained her Bachelor of Arts Major in Mass Communication in Far Eastern

University. She is currently taking up Masters of Business Administration at the

Ateneo Graduate School of Business.

Annie Michelle Chong is a financial service representative II in E*TRADE Financial

Services. She was a former Kindergarten teacher in Chiang Kai Shek College and

Samantabhadra Institute.

70

She obtained her Bachelor of Science in Commerce Major in Marketing in Chiang Kai

Shek College. She is currently taking up Masters of Business Administration at the

Ateneo Graduate School of Business.

Christian Mark S. Tunac, a Certified Public Accountant, is currently a Senior

Accountant in KPMG ManabatSanagustin and Co. CPA's; he is formerly an Audit

analyst in PricewaterhouseCoopers SDC Manila, and Accounting Associate in

BernaldoDirecto and Po Law Offices.

He finished his degree of Bachelor of Science in Accountancy and Bachelor of Science

in Management Accounting in Saint Mary's University, Bayombong Nueva Vizcaya. He

is currently taking up Masters of Business Administration at the Ateneo Graduate

School of Business.

Abstract

The research’s main objective was to understand the perception of the

patients in the Asian Eye Institute Rockwell branch with regards to the waiting area.

71

Results clearly show that a bulk of those who visits the clinic are between aged 45 to

65 years old.

The researchers used exploratory research and descriptive research. The

information gained from both methods was used to generate ideas and learn more

about preferences and perception of the patients while waiting for their turn. A

survey was administered using person-to-person approach to 30 respondents on a

high-traffic day in the clinic. The sampling method used was a combination of

random sampling and convenience sampling methods. The questionnaire was made

up of three pages written in clear and concise words.

Through the analysis of the results made, it has been identified that the

acceptable waiting time for the patients is between 11 to 25 minutes. Among all the

facilities, the television is the mostly used while the listening to the music is least

used activity.

With the use of research results, Asian Eye Institute can capitalize on its

resources by allocating it to new facilities and further improve their waiting area.

The researchers recommended other strategies that help make the waiting time of

the patients’ more acceptable. Offering of free beverages such as coffee and juice to

patients are good examples of such.

Appendices  

72

Appendix A – Glossary of Terms

Appendix B – Investigative Questions

Appendix C – Measurement Questions

Appendix B D – Measurement Instruments

Appendix C E – Letter of Request to Asian Eye Institute on Conduct of Study

Appendix D F – Letter of Request to Asian Eye Institute on Conduct of Interview

Appendix E G – Raw Data

Appendix F H – Tables and Charts

73

Appendix A

Glossary of Terms

Time Fillers – Offerings in the waiting area that can make the waiting time of the patients

seem shorter; activities or facilities that the patients can do/use while waiting

Waiting Area – Area where patients stay prior to being seen by a Doctor

Waiting Time – The amount of time the patient consumed from being accommodated in

the reception area to being seen by a Doctor.

74

Appendix B

Investigative Questions

1. What is the average waiting time experienced by the patients in the Rockwell Clinic?

2. What is the duration of waiting time that patients find acceptable?

3. How comfortable do the patients find the waiting area?

4. How do the patients find the entertainment facilities offered in the waiting area?

5. Which among the entertainment facilities offered in the waiting area do the patients

use the most?

6. What other forms of “entertainment/facilities” do patients want to enhance their

waiting experience?

7. What are the ways can the clinic offer to alleviate the dissatisfaction of the patients

in waiting?

75

Appendix C

Measurement Questions

1. What are things you want to do while waiting for your scheduled time of check-

up/operation in Asian Eye Institute’s Rockwell Clinic?

2. Which among the facilities in the waiting area have you used?

3. What do you (the patients) like most about the waiting area in the Rockwell Clinic?

4. What do you (the patients) like least about the waiting area in the Rockwell Clinic?

5. How can you rate the waiting area in the Rockwell Clinic?

6. How satisfied are you with the medical care provided by Asian Eye Institute as a

whole?

7. How satisfied are you with the medical care provided by the Rockwell Clinic of Asian

Eye Institute?

8. How long did you have to wait before you were accommodated by a Doctor?

9. Do you find your total waiting time acceptable?

10. What is the ideal waiting time (in minutes) for you?

11. What are the things that are important to you that you want to see in the waiting

area?

12. What suggestions can you give to improve the waiting area?

13. What are of the Institute/clinic do you believe needs the most improvement?

76

Appendix BDMeasurement InstrumentGood Day!(Magandang araw!)

I am a student of the Ateneo Graduate School of Business taking up MBA. As part of my requirement in my Methods of Research Class, I am conducting a study on the Waiting Experience at Asian Eye Institute Rockwell Clinic.(Ako po ay mag-aaral mula sa Ateneo Graduate School of Business na kasalukuyang kumukuha ng MBA. Alinsunod sa isang mahalagang gawain na kailangan sa aking Methods of Research Class, ako po ay nagsasagawa ng isang pag-aaral tungkol sa “Waiting Experience” sa klinika ng Asian Eye Institute Rockwell.)

I am hoping to get your inputs by answering this questionnaire.(Ako po ay umaasang makakakuha ng impormasyon sa pamamagitan ng iyong pagsagot sa kwestyonaryo na ito.)

Your help will be greatly appreciated. Rest assured that all information that will be gathered will be treated with utmost confidentiality.(Ang iyong tulong ay labis naming pangangahalagahan. Makatitiyak po kayo na ang lahat ng impormasyong makakalap ay lubusang maituturing na kompidensyal.)

Thank you.(Salamat)===============================================================================================Name of the respondent ___________________ Name of the interviewer ___________________Date: ______________ Time: ______________

Please put (x) on the blank. (Lagyan ng (x) ang blanko)

Is this your first time to visit Asian Eye Institute?(Ito ba ang unang pagbisita niyo sa Asian Eye Institute?) ____ Yes (Oo) _____ No(Hindi)

Is this your first time to visit the Rockwell Clinic?(Ito ba ang unang pag bisita niyo sa Rockwell Clinic ng Asian Eye?) ____ Yes (Oo)_____ No(Hindi)

If first time in AEI/AEI Rockwell Clinic, terminateIf not first timer, proceed

Age(Edad):_____

Gender(Kasarian): _____ Male(Lalake) ____ Female(Babae)

Current Residence(Lugar ng Tirahan): ____ Within Metro Manila(Sa Metro Manila) ____ Outside Metro Manila(Sa Labas ng Metro Manila)

Did you come here today with an appointment (Kayo po ba ay pumunta dito ngayon na mayroong appointment?): ____ Yes(Meron) ____ No (Wala)

Who is/are your companion/s when you go to Asian Eye Institute? (Sino ang inyong kasama pag punta sa Asian Eye Institute?___ Alone (Mag-isa) ___ Family Member (Kapamilya) ___ Friend (Kaibigan)

Asian Eye Institute’s Waiting Area:

What do you like about the waiting area?(Ano ang nagustuhan niyo sa lugar panghintayan ng klinikang ito?)

77

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What do you dislike about the waiting area? (Ano ang hindi niyo gusto sa lugar panghintayan ng klinikang ito?)_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Which of the offerings in the Asian Eye Institute Waiting Area have you used?(Alin sa mga sumusunod na inilalaan ng Asian Eye Institute ang iyong ginamit habang naghihintay?)

Free WiFi (Libreng WiFi) ____ Magazines (Magasin)____Newspapers (Pahayagan) ____ Cable TV (Telebisyon) ____Vendo Machine (Vendo Machine) ____

What are the things that are important to you that you would like to have in the Waiting Area? (Ano ang mga bagay na importante sa inyo na gusto niyong magkaroon dito sa lugar na pinaghihintayan?) ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

What suggestions can you give to improve the waiting area? (Anu-ano ang mga suheystiyon niyo upang mapabuti ang lugar panghintayan?) ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Patient Waiting Time:

Upon arrival, how long did you to wait before being seen by a Doctor? (Mula sa inyong pagdating, gaanokatagalangiyongpaghihintaybagomatugunanngDoktor?) ____ Less than 10 minutes _____ 16 to 20minutes ____ 26 to 30 minutes (Hindi bababa ng 10 minuto) (16 hanggang 20 minuto) ( 26 hanggang 30 minuto)

____ 11 to 15 minutes _____ 21 to 25minutes ____ More than 30 minutes (11 hanggang 15 minuto) (21 hanggang 25 minuto) (Higitsa 30 minuto)

Using the scale provided, how satisfied are you with your waiting time (from arrival before being seen by a Doctor?)(Gamitin niyo itong 5 point scale, gaano katanggap-tanggap and oras ng inyong paghihintay mag mula sa inyong pagdating hanggang sa pagtugon ng Doktor?)

_____ 5- Very Satisfied (Talagang Nasisiyahan)_____ 4 – Satisfied (Medyo Nasisiyahan)_____ 3 - Neither Satisfied nor Dissatisfied (Di masabi kung nasisiyahan o di nasisiyahan)_____ 2 – Dissatisfied (Medyo hindi nasisiyahan)_____ 1 - Very dissatisfied (Talagand hindi nasisiyahan)

Note: If answer above is neither satisfied nor dissatisfied/dissatisfied/very dissatisfied, ask:

78

What is the ideal waiting time (from arrival to being seen by a Doctor) for you? __________________(Ano ang hinahangad mong oras sa paghihintay (mag mula sa iyong pagdating, hanggang sa pagtugon ng Doktor?)

Activities while Waiting:(Mga Gawain habang nag-aantay ng check-up)Please choose one in the list the things you want to do while waiting for your scheduled time of check up/operation:(Pumili ng isa sa mga nasa listahan kung ano ang gusto mong gawin habang inaantay ang schedule niyo para magpa-check-up/opera):

Reading (Magbasa): ____ Watching Television(Manood ng Telebisyon): ____Surfing Internet (Mag-internet): ____ Listening to Music (Makinig ng musika):____

a. If you chose “Reading” in question 1, please check the kind of publication you most prefer. (Pick only one) (Kung “pagbabasa” ang iyong napili ayon sa unang tanong, maaari lamang na lagyan ng tsek ang uri ng Publikasyon na iyong nais.Pumili ng isa lamang.

Newspaper (Pahayagan), specify ____ Magazines (Magasin), specify____ Others (Pls. Specify)(Iba pa, tukuyin) _____________

b. If you chose “Watching Television” in question 1, please check the kind of television program you most prefer. (Pick only one) (Kung “Panonood ngTelebisyon” ang iyong napili ayon sa unang tanong,maaari lamang na lagyan ng tsek ang uri ng Programang Pang-telebisyon na iyong nais. Pumili ng isa lamang.)

Local Movies (Pelikula, lokal)____ News (Balita)____ Foreign Movies (Pelikula,banyaga) ____ Variety Shows ____ Others (Pls. Specify) (Iba pa, tukuyin)__________

c. If you chose “Listening to music”in question 1,please check the genre of the song you most prefer. (Please pick one)(Kung “pakikinig sa musika” ang iyong napili ayon sa unang tanong, maari lamang na lagyan ng tsek ang klase ng uri ng musika na inyong nais. Pumili ng isa lamang.)

Love Songs (Awit ng Pag-ibig)____ Rock Songs (Awit na Rock)____ Old Pop Songs _____ Classical Songs_____ Modern Pop Songs ____ Revivals, specify type ________ Praise Songs (Awit ng Papuri)____ Others (Pls. Specify)(Iba pa, tukuyin) ________

I have here a list of statements. I will read to you … Now using the scale provided, please indicate how satisfied are you with the following:(Gamit ang iskala na ibinigay, maari lamang na ipahiwatig kung gaano ang iyong pagkasiya sa mga sumusunod.)

Definitely Satisfied(Talagang Nasisiyahan)

Somewhat Satisfied(Medyo Nasisiyahan)

Neither Satisfied nor Dissatisfied(Alin ma’y hindi nasisiyahan o hindi masama ang loob)

Somewhat not Satisfied(Medyo hindi nasisiyahan)

Definitely Not Satisfied(Talagang hindi nasisiyahan)

79

Patient Registration at the Front DeskCleanliness of the Waiting Area - (Kalinisan ng Lugar na Panghintayan)Comfortable Waiting Area (Comfortableng Lugar na Panghintayan)Layout of Waiting Area(Pagkakaayos ng Lugar Panghintayan –)Facilities or amenities for the Patients’ comfort like cable TV, WIFI & Magazines)(Kagamitan para sa kaginhawahan ng pasyente katulad ng TV, Wifi at mga Magasin)General ambiance in the Lounge Area (Kabuuang kapaligiran ng Lounge Area)Surgical Scheduler (Arrangement regarding surgery)Optical Dispensary (Purchase/Inquiry of Eyeglasses)Billing.Cashier (settlement of bills or payment)Pharmacy (purchasing of prescribed medicines)Optometry (Perform specified procedures by optometrist)Medical DoctorDiagnostics (Perform specified procedures by Nurse/Opthalmic Technician)Quality Service (Quality ng Serbisyo)

NOTE: They can also answer Not Applicable if they have not used the facility

Satisfaction with Asian Eye Institute:

1. On the overall, how would you rate your satisfaction in terms of the medical care provided by Asian Eye Institute?(Gaano ka kasiya sa pangangalagang medical na laan ng Asian Eye Institute?)SHOW CARD

80

81

_____ 5- Very Satisfied (Talagang Nasisiyahan)_____ 4 – Satisfied (Medyo Nasisiyahan)_____ 3 - Neither Satisfied nor Dissatisfied (Di masabi kung nasisiyahan o di nasisiyahan)_____ 2 – Dissatisfied (Medyo hindi nasisiyahan)_____ 1 - Very dissatisfied (Talagand hindi nasisiyahan)

Why did you say so? (Bakit niyo nasabi ito?) __________________________________________________________________________________________________________________________________________________________________________________________________________________2. What area/s of this Institute do you want to have improvements? (Saan pang bahagi o mga bahaging Institute ang gusto niyong mapabuti pa?)________________________________________________

Thank you very much! (Maraming Salamat po!)

82

Appendix CE

Ateneo Graduate School of Business20 Rockwell Drive, Rockwell CenterMakati City 1200 Philippines

September 5, 2013

Mr. Alwin Sta. RosaVice PresidentAsian Eye InstituteRockwell, Makati City

Dear Mr. Sta Rosa:

Good Day!

We are MBA students from Ateneo De Manila University Graduate School of Business, currently taking up Methods of Research Course. Part of our course requirement is to conduct a research study on a company of our choice. The topic of the research we have chosen deals with the “Improve Operations”. We agreed amongst ourselves to study the factors that affect the waiting time of patients at Asian Eye Institute’s Rockwell Branch. And at the end of this research we will give recommendations on how to improve the operations to achieve customer satisfacation.

If approval is granted, the research should take until second week of November 2013 and will be done on your convenience. The result of this study will be presented to your company for your own benefit and will remain absolutely confidential.

Your approval to conduct this research will be greatly appreciated.

Sincerely,

_____________Lara Jane AngelesResearch Member

______________ Julienne AvecillaResearch Member

______________ Cristal BustillosResearch Member

______________Annie Michelle ChongResearch Member

______________ Chris TunacResearch Member

83

Appendix F

Ateneo Graduate School of Business20 Rockwell Drive, Rockwell CenterMakati City 1200 Philippines

November 12, 2013

Dear Sir/Madam:

Good Day!

We are MBA students from the Ateneo Graduate School of Business currently taking up Methods of Research. We are currently doing a research paper on how Asian Eye Institute can enhance the waiting experience of their patients at the Rockwell Clinic.

May we seek your permission if we can conduct one-on-one interviews with patients (to be selected at random) on November 22-23, 2013. Also, may we request assistance from the receptionist/s who will be on duty on the said dates.

Rest assured that the study will be strictly confidential and results of the same will be provided to the management of Asian Eye Institute.

Your approval to conduct this research will be greatly appreciated.

Thank you.

Sincerely,

_____________Lara Jane AngelesResearch Member

______________ Julienne AvecillaResearch Member

______________ Cristal BustillosResearch Member

______________Annie Michelle ChongResearch Member

______________ Chris TunacResearch Member

Sgd.

84

______________ Julienne AvecillaResearch Member

______________ Cristal BustillosResearch Member

______________Annie Michelle ChongResearch Member

______________ Chris TunacResearch Member

85