(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
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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.
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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
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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?
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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.
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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
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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:
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[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
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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
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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.
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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:
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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
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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
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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
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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
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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
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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.
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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?
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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
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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
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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).
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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
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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
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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
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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
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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.
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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.
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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
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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
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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.
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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?
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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?
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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?)
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____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
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:
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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)
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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
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_____ 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!)
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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
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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.
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______________ Julienne AvecillaResearch Member
______________ Cristal BustillosResearch Member
______________Annie Michelle ChongResearch Member
______________ Chris TunacResearch Member
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