HCES Online Report Generator (Updated 08-10-2024)

All Hospital Client Experience Survey (HCES) responses shall be encoded directly to the
The use of the Online Report Generator is limited to:

1. Computation of required sample size to be encoded in HFPS
2. Guide for ARTA Client Satisfaction Measurement Report (CSMR) Analysis (For government hospitals only)
3. Hospital's perusal, validation and analysis
Tab No. Tab Title Description
Tab 1 Instructions Provides the instructions on how to navigate the HCES Online Report Generator
Tab 2 Sample Size Calculator ( Adopted from ARTA) Calculates the target sample size needed for encoding in the HFPS and CSMR An
For HCES Validation, the following tabs are For CSMR Analysis, the following tabs are used:
used:
Tab 3 - DATA 1
Tab 3 - DATA 1 Tab 4 - DATA 2
Tab 4 - DATA 2 Tab 10 - Responsiveness Analysis
Tab 5 - Summary Demographics Tab 11 - Service Availed Analysis (ARTA)
Tab 6 - Collated Data Tab 12 - ARTA Analysis
Tab 7 - Analysis Q1-Q7
Tab 10 - Responsiveness Analysis
Tab 3 DATA 1 Used to record respondents' demographic information.
Tab 4 DATA 2 Used to capture respondents' answers to the questionnaire.

Tab 5 Summary Demographics Analysis and Visualization of demographics of the respondents
Tab 6 Collated Data Includes the processed raw data from Tab 4 - DATA 2.
Tab 7 Analysis of Q1-Q7 Analysis for Appropriate Infrastructure and Processes
Tab 8 Analysis of Q8-12 Analysis for Client Engagement and Empowerment
Tab 9 Analysis of Q13-Q28 Analysis for Culture of Responsiveness
Displays a summary of respondents' assessments based on the

three strategies of Integrated People-Centered Health Services.
Tab 10 Responsiveness Analysis
Additionally, it includes the Overall Score and the Hospital
Scorecard Score for Core Indicator No. 5.
One of the CSMR requirements of ARTA is the analysis of availed

Tab 11 Service Availed Analysis (ARTA)
services, which is calculated in Tab 11.
Tab 12 ARTA Analysis Data analysis required by ARTA for CSMR submission
directly to the hospital's respective account in the Health Facility Profiling System (HFPS)
General Instructions
nline Report Generator
he HFPS and CSMR Analysis
1. Clear all data sets in the document before using Tabs 1-3.
2. Use the dropdown menus to minimize errors in formulas.
3. Translate all responses to English if they are in a different language.
4. Ensure that the total number of respondents is consistent between DATA 1 and DATA 2.
Automatically generated from the data in Tab 3 - DATA 1.
Automatically generated from the data in Tab 6 - Collated Data.
Automatically generated from the data in Tab 3 - DATA 1 and Tab 4 - DATA 2.
Automatically generated.
h Facility Profiling System (HFPS)
INSTRUCTIONS
1. Please fill in Columns D to O with the number of completed transactions per month, from January to Dece
You may use data from previous years if available; otherwise, update these as the year progresses.
2. Ensure that all data entered is accurate and that all cells are filled, as the computation of the minimum numb
3. The service names listed in Column B represent frontline/external services offered by all hospitals, regardle
Hospitals may add other external services starting from row 25, but these will not be included in the analysis a
In CSMR Analysis, the listed services must align with those services provided in the Citizen's Charter of hospi
4. This analysis is conducted year-round, allowing health facilities to exceed the minimum number of respond
5. Eligible respondents are only those who have completed end-to-end transactions.
6. The Confidence Interval and Margin of Error are fixed.

The computation for the '384.16' number is similar to the formula found on this webpage.
Minimum Sample Size Computed
1034
Service External
Service Name
No. Service January
1 Consultation External 20
2 Admission External 10
3 Laboratory External 5
4 Radiology External 25
5 Discharge External 3
6 Settlement of Fees External 30
7 Request for Medical Records External 2
8 Request for Psychosocial Assessment or Intervention External 5
9 Request for Financial Assistance External 15
10 Counseling (i.e. Nutrition and Dietetics) External 12
11 Other Services External 5
12
13
14
15
16
17
18
19
20
21
22
23
24
25
month, from January to December.
e year progresses.
utation of the minimum number of respondents for the year will depend on this information.
ered by all hospitals, regardless of their service capability and ownership.
be included in the analysis and will be subject to reevaluation of the tool.
he Citizen's Charter of hospitals.
nimum number of respondents.
ions.
ebpage.
No. of Completed Transactions
February March April May June July August September
20 20 20 20 20 20 20 20
10 10 10 10 10 10 10 10
5 5 5 5 5 5 5 5
25 25 25 25 25 25 25 25
3 3 3 3 3 3 3 3
30 30 30 30 30 30 30 30
2 2 2 2 2 2 2 2
5 5 5 5 5 5 5 5
15 15 15 15 15 15 15 15
12 12 12 12 12 12 12 12
5 5 5 5 5 5 5 5
232 384.16
Number of
Total Number of Confidence
Responses per
October November December transactions Interval
Service
20 20 20 240 49 95%
10 10 10 120 33 95%
5 5 5 60 28 95%
25 25 25 300 24 95%
3 3 3 36 24 95%
30 30 30 360 14 95%
2 2 2 24 9 95%
5 5 5 60 10 95%
15 15 15 180 15 95%
12 12 12 144 26 95%
5 5 5 60 0 95%
95%
95%
95%
95%
95%
95%
95%
95%
95%
95%
95%
95%
95%
95%
Minimum
number of
Margin of
respondents
Error
required for
each service
5% 148
5% 92
5% 52
5% 169
5% 33
5% 186
5% 23
5% 52
5% 123
5% 105
5% 52
5% 0
5% 0
5% 0
5% 0
5% 0
5% 0
5% 0
5% 0
5% 0
5% 0
5% 0
5% 0
5% 0
5% 0
Control No. Respondent Age Gender
1 Companion(Family/Relative) 49 Male
2 Companion(Family/Relative) 35 Female
5 Patient 18 Female
7 Patient 49 Female
12 Patient 38 Male
16 Patient 53 Female
17 Patient 24 Male
58 No Answer 18 Female
59 No Answer 58 Male
62 Patient 57 Male
67 Business 34 Male
68 Business 57 Female
69 Business 69 Male
70 Business 58 Male
89 Employee 48 Female
90 Employee 37 Male
92 Employee 52 Male
129 Patient 41 Male
196 Patient 55 Male
Religion Level of Education Date of Consult/Visit
Roman Catholic Secondary 2/1/2021
Roman Catholic Primary 2/1/2021
Islam Secondary 2/3/2021
Islam Vocational 2/4/2021
Islam Primary 2/5/2021
Islam College 2/8/2021
Roman Catholic College 2/11/2021
Roman Catholic Vocational 2/11/2021
Others Secondary 2/23/2021
Iglesia Ni Cristo Secondary 3/1/2021
Iglesia Ni Cristo Primary 3/1/2021
Iglesia Ni Cristo Primary 3/3/2021
Iglesia Ni Cristo Vocational 3/3/2021
None Primary 3/10/2021
None College 3/10/2021
None No Formal Education 3/11/2021
None Secondary 3/11/2021
No Answer College 3/12/2021
No Answer Vocational 3/12/2021
No Answer Primary 3/12/2021
Others Primary 3/16/2021
Others College 3/18/2021
Others Vocational 3/31/2021
Christian Secondary 4/16/2021
Christian Primary 4/21/2021
Christian Vocational 4/27/2021
Others College 5/5/2021
Islam Primary 5/20/2021
Islam Vocational 5/21/2021
Islam College 5/21/2021
Department/Office Visted Service Availed Frequency of Visit
Emergency Room Counseling (i.e Nutrition and Dietetics) First Time
Emergency Room Consultation First Time
Inpatient/Ward Consultation First Time
Outpatient Department Consultation First Time
Pharmacy Consultation First Time
Medical Social Work/Malasakit Consultation First Time
Medical Social Work/Malasakit Consultation First Time
Medical Social Work/Malasakit Consultation 1-3x a year
Medical Social Work/Malasakit Admission 1-3x a year
Information & Admitting Admission 1-3x a year
Information & Admitting Laboratory 1-3x a year
Cashier/Accounting Laboratory 1-3x a year
Cashier/Accounting Radiology 4-6x a year
Cashier/Accounting Discharge 4-6x a year
Other Offices Discharge 4-6x a year
Emergency Room Discharge 7-11x a year
Emergency Room Settlement of Fees 7-11x a year
Emergency Room Request for Medical Records 7-11x a year
Emergency Room
Request for Psychosocial Assessment/Intervention7-11x a year
Emergency Room
Emergency Room
Inpatient/Ward
Inpatient/Ward
Inpatient/Ward
Inpatient/Ward
Inpatient/Ward
Inpatient/Ward
Inpatient/Ward
Inpatient/Ward Request for Financial Assistance 7-11x a year
Inpatient/Ward Request for Financial Assistance >12x a year
Outpatient Department Request for Financial Assistance >12x a year
Outpatient Department Request for Financial Assistance >12x a year
Outpatient DepartmentCounseling (i.e Nutrition and Dietetics) >12x a year
Outpatient DepartmentCounseling (i.e Nutrition and Dietetics) First Time
Emergency Room Admission First Time
Outpatient Department Admission First Time
Outpatient Department Laboratory First Time
Information & Admitting Laboratory First Time
Information & Admitting Radiology First Time
Pharmacy Radiology First Time
Pharmacy Settlement of Fees First Time
Pharmacy Discharge First Time
Control Q4 Q5 Q6 Q7
CC1 CC2 CC3 Q1 Q2 Q3 Q8 Q9 Q10
No. SQD3 SQD2 SQD4 SQD1
1 1. I know 1. Easy to1. Helped 1 5 1 4 3 2 3 3 3 3
5 1. I know 2. Somewh 2. Somewh 5 5 4 4 1 1 5 4 4 2
9 2. I know 2. Somewh 1. Helped 3 3 4 4 4 4 4 4 1 5
11 3. I learn 2. Somewh 1. Helped 4 4 5 4 3 5 4 4 4 4
19 4. I do no 5. N/A 4. N/A 4 3 4 4 4 3 5 3 3 3
29 3. I learn 1. Easy to1. Helped 3 5 4 4 3 1 3 4 4 4
42 3. I learn 5. N/A 2. Somewh 4 4 4 4 4 4 5 4 2 4
49 1. I know 1. Easy to2. Somewh 5 2 4 4 4 4 1 5 4 1
52 3. I learn 2. Somewh 2. Somewh 4 5 4 1 5 5 4 1 3 1
82 1. I know 1. Easy to2. Somewh 5 5 4 5 5 5 5 5 5 4
103 4. I do no 2. Somewh 2. Somewh 4 1 4 3 5 4 1 4 5 1
166 3. I learn 1. Easy to2. Somewh 2 4 3 1 4 1 5 4 2 5
181 2. I know 3. Difficul 1. Helped 4 5 5 4 5 4 5 4 4 2
183 3. I learn 1. Easy to2. Somewh 5 5 4 5 4 4 5 2 5 5
186 3. I learn 3. Difficul 1. Helped 5 5 4 5 4 2 4 4 5 5
Q11 Q12 Q13 Q14 Q15 Q16 Q17 Q18 Q19 Q20 Q21 Q22 Q23 Q24
SQD8 SQD5 SQD7 SQD7 SQD7 SQD7 SQD7 SQD7 SQD7 SQD7 SQD7 SQD7 SQD7 SQD7
3 3 5 4 1 5 4 4 5 5 3 5 3 4
4 5 3 1 4 5 4 4 4 3 5 3 5 3
3 3 3 3 5 3 5 4 5 3 4 4 5 4
0 1 5 4 5 5 5 4 5 3 4 5 4 3
4 3 5 5 3 3 4 3 4 3 5 4 4 5
2 3 4 4 5 4 3 4 3 3 3 5 5 4
4 2 4 4 3 3 5 5 4 4 5 4 5 5
5 3 2 3 5 4 4 4 3 4 5 3 3 4
1 4 5 2 3 3 4 3 5 4 4 5 4 4
4 1 4 5 2 3 4 4 4 3 5 4 5 5
1 1 4 4 3 2 3 4 5 5 5 4 5 4
5 1 1 4 5 3 2 3 3 3 4 5 3 4
5 5 1 1 4 3 3 2 4 5 4 3 4 5
3 3 5 1 1 5 3 3 2 3 3 5 4 4
4 3 3 4 1 1 4 3 4 2 4 4 5 3
3 5 3 4 3 1 1 1 3 3 2 4 3 5
3 4 4 3 5 5 1 1 1 3 5 2 3 4
3 5 5 4 5 4 1 1 1 1 4 5 2 3
5 4 4 4 4 1 5 3 1 1 1 4 3 2
5 5 3 1 1 5 3 3 3 1 3 4 4 4
4 4 1 5 4 3 5 3 3 4 1 3 5 3
4 1 3 3 4 4 3 5 3 3 3 1 5 4
1 4 5 5 5 4 4 3 5 5 5 5 1 3
1 4 4 3 4 4 3 4 3 4 1 3 4 1
1 3 5 4 3 4 5 5 3 5 1 4 3 4
5 4 5 4 4 3 3 4 5 1 5 4 5 3
3 4 3 4 3 4 4 4 1 5 3 3 4 2
4 4 3 1 3 4 3 1 5 3 3 4 2 4
5 4 4 5 4 5 1 5 4 3 3 2 4 3
5 5 4 5 5 1 4 3 4 3 2 3 4 5
3 3 5 4 1 5 1 5 3 2 3 3 4 5
4 4 4 1 3 4 5 4 2 4 5 4 5 1
1 1 1 5 4 5 4 4 4 3 4 5 1 5
4 1 1 5 4 3 2 3 5 3 3 1 3 5
5 5 1 1 1 2 5 5 4 3 1 5 4 5
4 3 3 1 1 5 5 3 3 1 4 1 4 1
3 4 4 2 1 1 5 5 1 3 3 3 1 4
3 4 2 4 3 1 1 1 4 4 3 4 5 1
3 2 4 5 5 3 1 1 4 4 1 1 3 4
4 5 5 5 4 1 4 1 1 1 5 4 5 5
5 5 5 4 1 5 5 1 1 4 5 4 4 1
5 4 4 1 4 4 1 1 5 5 5 5 5 1
5 5 1 5 4 1 1 1 4 4 4 3 1 2
4 1 4 4 1 5 1 5 4 4 1 1 4 4
1 5 4 1 5 1 5 5 4 1 5 5 4 5
5 4 5 1 1 4 4 4 1 4 4 4 4 4
5 1 1 1 1 4 4 1 5 5 4 5 5 5
1 5 1 5 4 4 5 1 4 4 4 4 5 4
1 1 1 1 5 5 1 5 1 4 5 4 5 5
3 1 5 5 4 1 5 4 5 5 4 4 5 4
1 5 4 1 1 5 1 5 4 4 4 4 5 5
4 5 1 5 4 1 5 5 4 5 5 4 4 5
5 1 5 4 1 5 4 4 5 4 5 5 4 5
1 4 4 4 4 4 5 4 4 5 4 4 4 4
5 5 1 4 4 4 4 5 5 5 5 4 5 4
5 1 5 4 5 4 4 4 4 5 5 5 5 4
4 5 4 4 4 4 4 5 4 5 5 5 5 4
4 4 4 4 4 5 5 5 4 4 4 5 5 5
4 5 4 4 4 4 5 4 4 5 4 4 5 4
2 5 4 5 5 4 4 4 4 5 4 4 4 4
5 4 4 4 5 4 4 5 4 4 4 5 5 4
4 5 2 5 5 5 4 5 4 5 4 5 5 4
5 5 4 2 5 5 4 5 5 4 4 4 4 5
5 4 5 5 2 5 4 4 5 5 5 5 5 4
1 5 4 5 5 4 4 5 5 5 5 5 5 4
5 1 5 4 5 4 4 4 4 4 4 5 5 4
4 5 1 4 4 4 5 2 4 5 4 5 5 5
4 5 5 1 5 5 5 4 4 5 4 5 4 4
3 3 3 5 1 5 5 5 5 2 5 4 4 4
4 5 4 5 5 1 5 4 5 5 2 5 4 5
5 5 5 5 4 5 1 4 5 5 4 2 4 5
4 4 5 5 5 5 5 1 5 5 5 5 4 5
4 4 5 4 5 4 4 4 1 5 4 5 4 2
1 1 5 4 4 5 5 5 4 1 4 5 5 4
5 1 1 1 1 5 4 5 5 4 1 4 4 4
3 5 4 5 4 1 1 4 5 5 5 1 4 5
4 3 1 1 5 4 1 5 5 4 4 5 1 5
5 1 3 5 4 4 5 1 5 4 5 4 4 1
4 5 1 3 1 1 5 5 1 4 5 5 4 4
5 5 4 4 2 1 5 5 5 1 4 4 5 4
4 4 5 5 4 1 2 4 4 5 1 1 5 4
4 4 4 5 5 1 2 5 5 5 4 4 1 4
5 5 5 5 4 1 1 2 4 4 5 2 4 1
4 5 4 4 5 4 1 2 4 4 2 4 5 1
5 5 4 5 5 4 5 1 3 2 5 4 5 4
4 4 4 4 5 5 4 5 1 1 4 1 1 1
3 3 3 3 5 5 5 2 5 1 1 5 1 4
5 5 5 4 4 4 2 1 5 1 5 1 4 4
4 5 5 5 5 1 1 4 2 5 1 1 1 1
3 3 3 3 3 3 3 4 1 1 5 4 1 4
5 5 4 1 4 4 5 5 1 4 5 1 4 5
5 4 1 4 5 4 5 1 5 1 1 1 4 5
4 2 1 4 5 5 1 5 5 1 1 5 4 4
2 1 5 5 4 1 4 5 1 4 4 5 4 4
1 4 5 5 1 4 4 2 5 4 1 4 4 4
4 4 5 1 4 4 2 1 4 5 4 1 5 4
5 4 1 5 5 5 1 4 4 5 5 4 1 5
4 1 4 4 1 1 4 5 5 5 5 4 4 1
1 5 5 1 1 5 4 4 5 4 5 5 1 1
4 5 1 1 4 4 4 5 5 4 5 4 4 1
4 1 1 4 5 4 5 5 5 5 1 4 4 5
1 5 2 2 2 2 2 2 2 1 4 4 5 4
5 4 5 4 5 4 5 5 4 5 4 4 4 4
4 4 3 3 3 3 3 3 3 3 3 3 5 4
5 5 5 5 4 4 4 4 4 4 4 5 4 5
4 4 4 4 5 1 5 4 5 5 5 4 4 5
4 4 4 4 1 5 4 5 4 4 5 5 5 4
5 5 5 4 4 4 5 4 5 5 4 4 4 5
3 3 1 4 5 5 5 5 4 5 5 4 5 4
4 4 3 4 5 5 5 5 4 4 5 4 4 4
1 5 3 3 4 5 5 5 4 4 5 4 5 5
4 1 5 3 4 5 4 4 5 5 5 5 5 4
4 1 5 5 3 5 4 5 4 4 5 4 5 4
4 5 1 5 5 3 5 5 4 5 5 4 4 4
4 2 5 1 4 5 3 5 4 5 5 5 4 5
1 5 4 5 1 5 5 3 4 4 5 4 5 5
5 1 1 2 5 1 2 5 3 4 5 5 4 5
4 5 1 4 2 5 2 5 5 3 5 4 4 5
1 1 1 1 1 1 1 1 1 1 1 1 1 1
4 1 4 4 4 1 4 5 1 5 5 3 4 5
5 4 1 4 5 1 4 2 4 1 4 5 3 5
5 5 4 1 4 1 1 4 4 1 5 4 3 3
2 2 2 2 2 2 2 2 2 2 2 2 2 2
3 3 1 1 5 2 4 1 1 5 4 1 4 4
4 1 4 4 2 5 1 4 4 1 3 4 1 4
1 4 5 5 5 5 4 1 3 5 1 5 2 1
5 4 5 4 2 4 4 5 3 5 5 1 4 2
4 5 5 5 2 5 4 5 3 1 5 4 1 5
5 5 2 2 4 4 5 3 4 4 1 4 1 4
4 2 5 5 4 4 3 4 4 5 5 1 1 4
1 2 4 4 4 3 5 5 5 5 5 5 1 1
2 1 5 5 3 4 4 4 5 4 5 4 4 1
2 5 4 3 5 5 4 4 5 5 5 5 4 4
4 5 3 1 5 5 4 4 4 4 5 5 4 4
1 1 1 1 1 1 1 1 1 1 1 1 1 1
2 2 2 5 5 1 4 4 4 5 5 5 2 1
4 5 3 4 5 5 4 4 5 5 4 4 4 1
4 4 4 3 2 5 4 1 5 5 2 1 1 5
3 3 4 3 3 5 4 5 4 2 1 4 5 5
5 4 5 2 3 4 4 4 4 1 4 4 4 1
4 4 2 2 2 2 2 2 2 2 2 2 1 5
5 4 2 5 5 4 3 5 1 4 5 1 5 1
1 2 5 5 4 4 1 1 4 5 1 4 1 4
2 4 5 4 4 1 4 4 3 1 5 1 5 4
4 1 1 4 5 1 5 4 3 4 1 5 4 4
5 5 4 1 1 5 4 1 5 1 4 5 4 5
5 4 4 1 1 5 1 5 5 1 3 4 4 4
4 1 1 4 1 1 5 5 1 4 4 4 5 5
1 4 4 5 1 1 1 1 4 5 4 5 4 5
5 5 5 1 4 1 1 4 5 4 5 4 5 1
5 4 1 4 1 4 5 1 5 5 4 5 1 5
4 1 5 1 3 3 3 3 3 3 3 3 3 5
1 5 1 5 4 5 5 5 5 5 1 5 4 4
4 1 4 4 4 5 5 4 4 4 4 4 5 5
1 5 5 4 4 4 5 4 4 5 5 5 4 5
5 5 3 4 4 5 5 4 4 4 4 4 5 5
5 3 4 4 4 5 1 4 5 5 5 4 4 5
4 3 4 5 4 1 4 4 5 4 4 4 4 4
3 2 2 2 2 2 2 2 2 2 2 4 5 5
4 4 5 4 5 4 4 5 5 5 5 4 4 4
5 4 4 5 4 4 4 5 4 4 5 4 4 5
5 1 4 5 5 4 5 4 5 5 5 4 4 4
5 1 4 1 1 1 1 1 1 1 1 1 5 5
2 2 4 5 5 5 4 5 4 4 5 5 5 4
5 1 2 4 5 5 4 4 4 5 5 5 5 4
4 5 4 2 4 3 3 3 3 3 3 3 3 3
4 4 5 2 1 1 1 1 1 1 1 4 4 4
4 4 5 5 2 5 5 4 5 4 4 5 5 4
2 4 5 4 5 2 2 5 5 4 4 5 4 5
4 2 4 4 5 5 2 2 5 4 4 5 5 4
3 3 3 3 4 4 5 2 2 5 5 4 5 4
4 4 4 2 5 5 5 4 2 5 4 4 5 5
1 4 4 4 4 4 4 5 4 2 2 5 4 5
4 1 4 5 5 4 4 4 4 5 5 2 5 5
4 4 1 5 5 4 4 5 4 4 5 2 2 4
4 4 5 1 1 1 4 1 1 1 5 4 5 2
5 5 4 4 1 1 5 4 2 4 4 5 5 4
2 4 5 4 4 1 1 5 5 2 4 5 5 4
1 1 1 1 1 1 1 5 5 5 4 5 5 4
2 4 2 5 5 5 4 1 5 4 4 2 5 4
5 3 4 2 2 5 4 5 1 4 5 5 4 4
4 3 5 4 5 2 5 5 4 1 5 5 5 2
4 5 3 4 4 4 2 5 4 5 1 4 4 4
5 5 4 3 4 4 2 5 5 5 5 1 4 5
5 5 5 4 3 4 4 4 5 4 4 5 1 5
1 5 4 4 4 3 3 4 5 4 4 5 4 1
5 1 5 4 5 4 4 3 5 5 4 4 4 5
5 4 1 4 4 5 5 4 3 4 5 4 4 5
5 5 4 4 5 4 4 5 3 4 4 4 3 3
4 5 4 5 1 5 5 4 4 3 5 3 4 4
2 4 5 5 5 1 4 5 4 4 3 5 5 4
5 2 2 4 4 4 1 5 5 4 3 3 2 2
5 4 4 2 5 4 4 1 5 3 5 2 3 3
5 4 4 5 2 4 5 3 3 5 2 4 5 1
5 4 5 5 4 2 2 4 4 2 2 5 1 5
4 4 4 5 4 3 5 2 2 4 1 1 4 4
4 5 5 4 5 3 5 2 2 1 1 1 5 4
4 4 4 4 3 4 2 4 1 2 5 5 1 5
5 5 4 3 4 5 2 1 1 4 2 5 4 1
4 3 3 4 2 2 5 1 5 5 2 2 4 5
3 5 5 2 2 2 2 2 2 2 2 2 2 2
5 5 2 2 5 1 1 5 5 4 4 5 5 2
4 2 2 4 1 1 4 4 4 5 3 5 5 4
2 4 4 1 1 5 5 4 5 5 3 4 4 4
3 4 1 1 5 5 4 5 4 5 3 4 5 5
5 3 1 4 4 4 5 4 5 5 3 5 5 5
1 1 3 5 4 4 4 4 5 4 1 5 4 4
1 4 5 3 4 4 1 1 1 1 4 5 4 5
4 5 4 5 3 5 5 3 4 5 5 1 5 4
1 1 1 1 1 1 1 1 1 1 1 5 4 4
4 5 4 4 4 3 4 5 5 4 5 4 2 2
5 4 4 5 4 5 5 5 1 4 5 2 4 5
5 4 5 5 5 5 5 4 4 5 2 4 5 4
5 5 5 5 5 4 1 4 5 2 4 5 5 4
5 4 5 4 4 1 4 5 2 2 4 5 5 5
4 5 4 4 1 4 4 2 4 4 4 4 5 4
4 5 4 1 5 4 2 5 5 5 5 5 4 5
5 5 1 4 4 2 5 5 5 5 5 4 5 5
4 4 5 5 5 2 5 4 5 5 5 5 4 5
1 4 4 5 2 5 5 4 5 4 4 4 4 4
5 5 2 2 5 4 5 5 4 5 4 4 5 5
5 2 4 4 4 4 5 5 4 4 5 4 5 4
2 5 5 4 5 4 5 5 4 4 5 5 4 5
4 4 4 4 5 5 4 4 5 4 5 5 4 5
2 2 5 4 5 4 4 4 5 4 5 4 4 4
2 2 2 2 2 2 2 2 2 2 2 2 4 1
1 4 2 2 4 5 5 5 5 5 5 5 4 5
5 1 5 2 5 4 4 4 5 5 4 5 4 5
4 4 1 4 4 5 5 5 4 4 5 4 4 4
4 5 5 1 5 2 4 5 4 5 5 4 5 4
5 5 5 4 1 4 4 5 4 5 5 5 4 4
5 5 5 0 0 0 0 0 0 0 0 0 0 0
Q25 Q26 Q27 Q28 AVE AVE
SQD7 SQD7 SQD6 SQD0 SQD7 Q1-28
4 5 3 4 5 4
3 3 4 5 4 4
3 3 5 5 4 4
3 3 3 5 5 3
3 3 5 5 4 4
3 5 4 3 4 3
5 5 3 5 5 4
4 5 5 5 4 4
5 5 5 5 4 4
5 3 5 5 4 4
4 3 4 3 4 4
4 3 3 3 4 4
5 3 4 5 4 4
3 5 4 3 4 4
3 4 4 4 4 4
3 4 3 4 3 5
5 4 4 5 4 4
4 3 5 4 4 4
3 5 4 3 3 4
2 4 5 4 3 5
3 2 3 5 4 4
4 3 2 3 4 4
3 3 5 2 4 4
3 3 2 4 4 4
1 2 4 5 4 4
2 1 3 5 4 4
4 4 1 4 4 4
4 5 3 1 4 4
3 5 1 5 4 4
4 1 3 3 4 4
1 5 3 5 4 4
4 4 5 5 4 4
3 4 1 1 4 3
3 1 4 1 3 4
1 5 4 1 4 5
4 3 4 1 3 4
3 4 3 1 3 4
5 4 1 5 3 4
3 1 4 4 3 4
1 4 4 5 4 5
3 3 1 4 4 5
4 1 5 4 4 5
1 4 5 4 3 5
4 4 4 5 4 4
4 4 5 5 4 5
5 4 5 4 4 5
5 5 4 4 4 4
4 4 4 5 4 4
5 5 5 4 4 4
5 4 5 4 5 4
4 5 4 5 4 4
5 5 5 4 5 4
5 4 4 5 5 4
5 5 4 5 5 4
4 4 4 4 5 4
5 4 4 5 5 4
4 5 5 4 5 4
4 5 4 5 5 3
5 5 5 4 5 3
4 5 4 4 5 4
5 5 5 5 5 4
4 4 4 4 5 4
4 4 4 4 5 4
5 5 4 5 5 4
4 4 4 4 5 4
4 5 5 5 5 5
4 4 5 4 4 4
4 5 4 4 5 4
4 5 5 5 5 4
5 4 5 5 5 4
4 5 5 5 5 5
4 4 4 5 5 4
5 4 4 5 4 5
2 4 5 5 5 4
4 4 5 4 4 5
4 5 2 4 4 5
5 4 5 4 4 5
4 4 2 4 4 5
1 4 4 5 4 5
4 1 4 4 4 5
4 4 1 5 4 5
5 4 4 1 4 5
5 4 1 5 4 5
4 1 4 5 4 5
1 5 4 4 4 5
1 1 1 5 3 5
5 1 5 5 4 4
1 5 5 5 4 5
1 5 4 5 3 5
5 5 5 5 4 4
1 4 4 5 4 5
5 4 5 4 4 5
5 5 4 5 4 5
5 4 4 1 4 4
5 5 1 4 4 4
4 1 5 4 4 4
4 5 5 5 4 5
5 4 5 4 4 5
5 4 4 5 4 5
4 5 4 4 4 5
1 5 4 4 4 4
5 1 4 5 3 4
4 5 4 5 5 4
4 4 1 5 4 4
4 5 5 4 5 5
5 4 5 4 5 4
4 4 5 5 5 4
4 5 4 4 5 4
4 4 5 5 5 4
4 4 4 4 5 4
5 4 5 5 5 4
5 5 5 4 5 4
5 5 4 4 5 4
4 5 4 5 5 4
4 5 5 4 5 4
5 4 5 5 5 5
5 5 5 4 4 4
4 5 5 4 4 5
1 1 1 1 1 2
4 4 5 5 4 5
5 4 4 5 4 5
5 4 4 5 4 5
2 2 2 2 2 2
4 4 5 5 3 4
4 5 5 4 4 5
4 4 4 4 4 4
1 5 4 5 4 5
4 4 1 4 4 4
4 4 4 4 4 5
5 5 4 5 4 4
5 5 4 2 5 4
1 1 2 4 4 4
1 2 2 1 4 4
2 2 2 5 4 4
2 5 1 5 2 2
5 4 5 1 4 3
4 5 1 5 5 4
5 1 4 5 4 5
1 5 5 5 4 4
5 4 5 5 4 5
5 4 4 4 3 5
1 4 4 5 4 5
4 5 5 5 4 5
5 5 4 5 4 5
4 4 4 5 4 4
5 4 4 4 4 5
5 5 1 4 4 4
5 4 5 5 4 5
1 5 5 4 4 5
4 5 4 4 4 4
4 5 4 5 4 4
4 5 4 5 4 4
5 4 5 4 5 4
5 5 4 4 5 4
4 4 4 4 5 4
5 5 5 4 5 4
4 4 4 5 5 4
5 4 4 4 4 4
4 5 5 4 3 4
4 5 4 4 5 4
5 4 4 5 5 4
4 4 4 5 5 4
4 5 4 4 3 4
5 4 5 4 5 4
4 4 5 5 5 4
5 5 4 5 4 4
5 4 5 4 3 4
5 5 5 5 5 4
4 5 5 4 5 4
5 4 5 4 5 4
5 4 5 5 4 4
4 4 5 4 5 4
4 4 4 4 4 4
4 5 4 4 5 4
5 5 4 5 4 4
4 5 4 5 3 4
2 5 4 4 4 4
4 5 4 4 4 4
5 4 4 2 4 4
5 5 2 2 4 4
4 2 2 5 4 5
5 2 5 5 4 5
2 4 5 4 4 5
4 5 5 2 4 4
4 2 3 4 4 4
4 3 2 5 4 4
1 3 4 2 4 4
3 1 4 5 4 5
4 4 1 5 4 5
5 2 1 1 4 4
2 1 1 4 4 4
4 1 4 4 4 4
1 2 5 4 4 5
3 2 4 4 4 5
3 2 4 5 4 5
5 5 4 4 4 5
4 5 5 4 4 5
5 5 5 4 4 5
4 4 5 5 4 5
1 4 4 5 4 5
5 2 2 4 3 5
5 5 4 5 4 5
2 5 4 1 4 4
5 2 4 4 4 4
4 1 2 2 4 4
1 5 4 5 4 5
4 4 4 2 4 4
5 5 2 4 4 4
4 2 4 5 4 4
2 5 5 5 3 3
4 4 5 4 4 4
5 5 4 5 5 5
5 4 5 5 5 5
5 5 4 5 5 4
5 5 5 4 4 4
4 5 4 5 4 5
5 5 4 5 5 4
5 4 4 5 5 5
5 5 5 4 5 5
5 5 5 5 5 5
5 4 4 4 5 4
5 5 4 4 5 4
5 5 4 4 5 4
4 5 5 4 5 4
5 5 4 4 5 4
5 1 1 1 3 4
5 5 4 4 5 4
5 4 4 5 5 5
5 5 4 5 5 4
4 4 5 4 5 4
4 5 4 5 5 5
0 0 4 4 5 5
Ratio
Sex
Male 36 Male:Female
Female 196 9:49
No Answer 0 232
Age
19 or lower 13
20-34 52
35-49 67
50-64 74
65 or higher 26
No Answer 0 232
Mean 45
Level of Education
No Formal Education 1
Primary 39
Secondary 153
College 21
Vocational 18
Postgraduate 0
No Answer 0 232
Service Availed
Consultation 49
Admission 33
Laboratory 28
Radiology 24
Discharge 24
Settlement of Fees 14
Request for Medical Records 9
Request for Psychosocial Assessment/Intervention 10
Request for Financial Assistance 15
Counseling 26
Other Services 0
No Answer 0 232
Frequency of Visit
Never 108
1-3x a year 30
4-6x a year 22
7-11x a year 50
>12x a year 22
No Answer 0 232
Age Male Female
19 or lower
20-34
35-49
1
5
12
12
47
55
Responden
50-64 14 60
65 or higher 4 22 232
Religion
Christian 13
Iglesia ni Cristo 8
Islam 21
Roman Catholic 159
None 4
Others 24
No Answer 3 232
Respondent
Level of Educa
Patient 33
Companion 166
Business 11
Employee 12 160
No answer 10 232 120
80
Department Visited 40
Emergency Room 50 0
y ry ge l
Inpatient Services 29 on ar da lle ona
cati ir m n o ti d
Outpatient Department 54 du P co C ca ra
Se Vo tg
Pharmacy 25 la E Po
s
Medical Social Work rm
Department/Malasakit Center 14 Fo
Information & Admitting Section 26 No
Other administrative offices 9 LEVEL OF EDUCATION
Cashier/Accounting 25
No Answer 0 232
Service Av
Consultation
Admission
Laboratory
Radiology
SERVICE AVAILED
Discharge
Settlement of Fees
Request for Medical Records
Request for Psychosocial Assessment/Intervention
Request for Financial Assistance
Counseling
Other Services
No Answer
0 10 2
Respondents Age by Sex
19 or lower
Patient
Companion
20-34
Business
Employee
No answer 35-49
Age
50-64
65 or higher
0 10 20 30 40 50 60 70 8
evel of Education Office/Department

Visited Emergency Room Inpatient S
Outpatient Department Pharmacy
Medical Social Work De- Informatio
Column B partment/Malasakit Center Section
l r Other administrative of- Cashier/Ac
ar
y ry ge na at
e
we fices
ir m nda olle tio d u s
co C ca ra An No Answer
Se Vo stg No
Po
LEVEL OF EDUCATION
ervice Availed
Consultation
Admission
Laboratory
Radiology Column B
Discharge
Settlement of Fees
Request for Medical Records
cial Assessment/Intervention
quest for Financial Assistance
Counseling
Other Services
No Answer
0 10 20 30 40 50 60
Religion
Christian
Iglesia ni Cristo
Islam
Male
Roman Catholic
Female
None
Others
No Answer
40 50 60 70 80
partment Frequency of Visit

ted
Room Inpatient Services
120
100
Department Pharmacy 80
al Work De- Information & Admitting 60
alasakit Center Section 40 Column B
istrative of- Cashier/Accounting 20
0
r ar ar ar ar er
ve ye ye ye ye sw
Ne a a a a A n
3 x 6 x x x
1- 4- 11 >1
2
No
7-
FREQUENCY OF VISIT
Christian
Iglesia ni Cristo
Islam
Roman Catholic
None
Others
No Answer
it
Column B
r
Appropriate
Client Engagement and Culture of
Infrastructure and Assessment1 Assessment2
Empowerment Responsiveness
Processes
2.71 FAIR 3.00 SATISFACTORY 4.00

3.00 SATISFACTORY 3.80 SATISFACTORY 3.69
3.14 SATISFACTORY 2.25 FAIR 4.13
4.14 OUTSTANDING 2.80 FAIR 3.88
4.29 OUTSTANDING 3.40 SATISFACTORY 3.31
3.57 SATISFACTORY 4.40 OUTSTANDING 3.50
4.14 OUTSTANDING 5.00 OUTSTANDING 3.13
2.71 FAIR 2.40 FAIR 4.50
1.29 POOR 3.80 SATISFACTORY 4.38
2.86 FAIR 4.40 OUTSTANDING 4.50
4.29 OUTSTANDING 1.60 POOR 4.19
1.43 POOR 1.00 POOR 1.00
2.00 FAIR 2.00 FAIR 2.00
1.43 POOR 1.00 POOR 1.56
3.71 SATISFACTORY 1.20 POOR 2.44
Assessment3 Overall Assessment4
OUTSTANDING 3.24 SATISFACTORY

SATISFACTORY 3.50 SATISFACTORY
FAIR 3.77 SATISFACTORY
SATISFACTORY 4.09 OUTSTANDING
OUTSTANDING 4.01 OUTSTANDING
POOR 1.14 POOR
FAIR 2.00 FAIR
POOR 1.33 POOR
FAIR 2.92 FAIR
FAIR 2.82 FAIR
FAIR 2.45 FAIR
FAIR 2.94 FAIR
# of Respondents
Appropriate Infrastructure and Processes POOR FAIR SATISFACTORY OUTSTANDING NO ANSWER
Waiting Areas 15 8 18 191 0
Toilet/Bathroom 23 13 20 176 0
Patient Rooms 24 19 15 174 0
Steps for Transaction 27 11 19 175 0
Followed Requirements 23 11 22 176 0
Accessible Information 31 16 20 165 0
Reasonable Time Spent 26 15 20 171 0
Appropriate Infrastructure and Processes

Waiting Areas
Toilet/Bathroom
Patient Rooms # of Respondents POOR

FAIR
SATISFACTORY
Steps for Transaction OUTSTANDING
NO ANSWER
Followed Requirements
Accessible Information
Reasonable Time Spent
0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1

Average Score Rating
4.05 OUTSTANDING 232
3.92 SATISFACTORY 232
3.84 SATISFACTORY
# of Respondents
Client Engagement and Empowerment POOR FAIR SATISFACTORY OUTSTANDING NO ANSWER
Sufficient Discussion 35 17 27 153 0

Cultural Sensitivity 32 19 27 154 0
Autonomy Upheld 47 17 24 144 0
Addressed Needs Sufficiently 34 17 23 157 1
Reasonable Amount 41 17 24 150 0
Client Engagement and Empowerment
Sufficient Discussion
Cultural Sensitivity
POOR
FAIR
SATISFACTORY
Autonomy Upheld OUTSTANDING
NO ANSWER
Addressed Needs Sufficiently
Reasonable Amount
0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1


3.56 SATISFACTORY
# of Respondents
Responsiveness of Hospital Staff POOR FAIR SATISFACTORY OUTSTANDING NO ANSWER
Doctor 41 18 23 150 0
Nurse 39 21 18 153 1
Midwife 40 19 20 152 1
Security Guard 46 16 21 148 1
Radiology 38 22 17 154 1
Pharmacy 36 18 20 157 1
Laboratory 30 15 24 162 1
Admitting Staff 33 16 24 158 1
Medical Records 30 16 23 162 1
Billing 26 14 16 175 1
Cashier 26 9 15 181 1
Social Worker 28 12 12 179 1
Food Server 23 11 21 176 1
Janitors/ Orderly 19 15 16 181 1
Fair treatment 19 14 12 187 0
Overall satisfaction 14 9 7 202 0
Responsiveness of Hospital Staff

Doctor
Nurse
Midwife
Security Guard
Radiology
Pharmacy
POOR
Laboratory FAIR
Midwife
Security Guard
Radiology
Pharmacy
POOR
Laboratory FAIR
Admitting Staff SATISFACTORY
OUTSTANDING
Medical Records NO ANSWER
Billing
Cashier
Social Worker
Food Server
Janitors/ Orderly
Fair treatment
Overall satisfaction
0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1
4.17 OUTSTANDING 232
3.75 SATISFACTORY
POOR
FAIR
POOR
FAIR
SATISFACTORY
OUTSTANDING
NO ANSWER
Assessment
POOR FAIR SATISFACTORY OUTSTANDING
Appropriate Infrastructure and Processes
3 18 91 120
1.29% 7.76% 39.22% 51.72%
Assessment
Client Engagement and Empowerment
4 28 125 75
1.72% 12.07% 53.88% 32.33%
Assessment
Culture of Responsiveness
2 15 129 86
0.86% 6.47% 55.60% 37.07%
Assessment
Overall
2 5 173 52
0.86% 2.16% 74.57% 22.41%
Overall Responsiveness Hospital Scorecard Core Indicator No. 5

3.72
22.41%
SATISFACTORY
Appropriate Infrastructure and Processes Client Engagement and Empow-
232 erment
1%
2%
8%
12%
32%
232
52%
39%
54%
232 POOR FAIR SATISFACTORY OUTSTANDING POOR FAIR SATISFACTORY OUTSTANDING
Culture of Responsiveness Overall Responsiveness

1% 1%2%
232 6%
22%
37%
ator No. 5
56%
75%
POOR FAIR SATISFACTORY OUTSTANDING POOR FAIR SATISFACTORY OUTSTANDING

t and Empow-
nt
12%
54%
ORY OUTSTANDING
nsiveness
%
75%
ORY OUTSTANDING
Control No. Service Average Score Classification
1 Counseling (i.e Nutrition and Dietetics) 4 Agree
2 Consultation 4 Agree
4 Consultation 3 Neither
16 Consultation 5 Strongly Agree
35 Admission 5 Strongly Agree
36 Admission 4 Agree
54 Laboratory 4 Agree
58 Laboratory 3 Neither
59 Laboratory 3 Neither
66 Laboratory 5 Strongly Agree
69 Radiology 4 Agree
71 Radiology 5 Strongly Agree
81 Discharge 5 Strongly Agree
87 Discharge 4 Agree
97 Settlement of Fees 5 Strongly Agree
101 Settlement of Fees 4 Agree
108 Request for Medical Records 4 Agree
116 Request for Medical Records 5 Strongly Agree
Request
117 for Psychosocial Assessment/Intervention
4 Agree
Request
5 Strongly Agree
Request
2 Disagree
Request
5 Strongly Agree
Request
5 Strongly Agree
Request
5 Strongly Agree
Request
2 Disagree
Request
4 Agree
Request
5 Strongly Agree
Request
4 Agree
127 Request for Financial Assistance 5 Strongly Agree
128 Request for Financial Assistance 4 Agree
135 Request for Financial Assistance 2 Disagree
136 Request for Financial Assistance 3 Neither
142Counseling (i.e Nutrition and Dietetics) 5 Strongly Agree
145Counseling (i.e Nutrition and Dietetics) 4 Agree
210 Radiology 3 Neither
TOTAL
NO. CC QUESTIONS Responses % Overall Score
CC1 I know what a CC is and I saw this 120 51.72%
CC1 office’s CC. a CC is but I did NOT see
I know what 31 13.36%
CC1 this office’s
I learned of CC.
the CC only when I saw this 79 34.05%
CC1 office’s CC.
I do not know what a CC is and I did not 2 0.86% 25.00%
CC2 see
Easyone in this office (Answer ‘N/A’ on
to see 169 72.84%
CC2 Somewhat easy to see 55 23.71%
CC2 Difficult to see 6 2.59%
CC2 Not visible at all (Skip question CC3) 0 0.00%
CC2 Not applicable 2 0.86% 20.00%
CC3 Helped very much 197 84.91%
CC3 Somewhat helped 34 14.66%
CC3 Did not help 0 0.00%
CC3 Not applicable 1 0.43% 25.00%
BREAKDOWN OF THE RESULTS PER SERVICE QUALITY DIMENSION

STRONGLY AGREE NOR
SERVICE QUALITY DIMENSIONS AGREE AGREE DISAGREE
SQD0 Overall Satisfaction 106 96 7
STRONGLY AGREE NOR

SERVICE QUALITY DIMENSIONS AGREE AGREE DISAGREE
SQD1 Responsiveness 84 87 20
SQD2 Reliability 77 99 22
SQD3 Access and Facilities 75 100 19
SQD4 Communication 72 93 20
SQD5 Costs 77 73 24
SQD6 Integrity 79 108 12
SQD7 Assurance 73 135 21
SQD8 Outcome 75 82 23
OVERALL SQD 612 777 161
BREAKDOWN OF THE RESULTS PER SERVICE AVAILED STRONGLY AGREE NOR

NO. EXTERNAL AGREE AGREE DISAGREE
1 Consultation 4 42 3
2 Admission 14 19 0
3 Laboratory 8 18 2
4 Radiology 14 9 1
5 Discharge 14 10 0
6 Settlement of Fees 5 9 0
7 Request for Medical Records 1 8 0
8 Request for Psychosocial Assessment or I 5 3 0
9 Request for Financial Assistance 5 8 1
10 Counseling (i.e. Nutrition and Dietetics) 6 20 0
11 Other Services 0 0 0
External Services Total 76 146 7

OVERALL TOTAL 76 146 4
D4. CUSTOMER
TYPE EXTERNAL OVERALL
Citizen 199 85.78%
Business 11 4.74%
Government 12 5.17%
Did not specify 0 0.00%
232
232
232
STRONGLY NOT
DISAGREE DISAGREE APPLICABLE RESPONSES OVERALL
9 14 0 232 87.00%
STRONGLY NOT
DISAGREE DISAGREE APPLICABLE RESPONSES OVERALL
15 26 0 232 74.00%
11 23 0 232 76.00%
11 27 0 232 75.00%
16 31 0 232 71.00%
17 41 0 232 65.00%
14 19 0 232 81.00%
2 1 0 232 90.00%
17 34 1 232 68.00%
103 202 1 1856 75.00%
STRONGLY TOTAL
DISAGREE DISAGREE RESPONSES OVERALL
0 0 49 94.00%
0 0 33 100.00%
0 0 28 93.00%
0 0 24 96.00%
0 0 24 100.00%
0 0 14 100.00%
0 0 9 100.00%
2 0 10 80.00%
1 0 15 87.00%
0 0 26 100.00%
0 0 0
3 0 232 96.00%
3 0 232 96.00%

HCES Online Report Generator (Updated 08-10-2024)

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HCES Online Report Generator (Updated 08-10-2024)

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All Hospital Client Experience Survey (HCES) responses shall be encoded directly to the

The use of the Online Report Generator is limited to:

Tab No. Tab Title Description

Tab 3 DATA 1 Used to record respondents' demographic information.

Tab 4 DATA 2 Used to capture respondents' answers to the questionnaire.

Tab 7 Analysis of Q1-Q7 Analysis for Appropriate Infrastructure and Processes

Tab 8 Analysis of Q8-12 Analysis for Client Engagement and Empowerment

Tab 9 Analysis of Q13-Q28 Analysis for Culture of Responsiveness

Displays a summary of respondents' assessments based on the

One of the CSMR requirements of ARTA is the analysis of availed

nline Report Generator

he HFPS and CSMR Analysis

Automatically generated from the data in Tab 4 - DATA 2.

Automatically generated from the data in Tab 4 - DATA 2.

Automatically generated from the data in Tab 6 - Collated Data.

6. The Confidence Interval and Margin of Error are fixed.

Minimum Sample Size Computed

he Citizen's Charter of hospitals.

nimum number of respondents.

No. of Completed Transactions

February March April May June July August September

evel of Education Office/Department

partment Frequency of Visit

2.71 FAIR 3.00 SATISFACTORY 4.00

OUTSTANDING 3.24 SATISFACTORY

Appropriate Infrastructure and Processes

Patient Rooms # of Respondents POOR

Reasonable Time Spent

0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1

Sufficient Discussion 35 17 27 153 0

Client Engagement and Empowerment

Addressed Needs Sufficiently

0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1

3.56 SATISFACTORY 232

Responsiveness of Hospital Staff

Overall Responsiveness Hospital Scorecard Core Indicator No. 5

232 POOR FAIR SATISFACTORY OUTSTANDING POOR FAIR SATISFACTORY OUTSTANDING

Culture of Responsiveness Overall Responsiveness

POOR FAIR SATISFACTORY OUTSTANDING POOR FAIR SATISFACTORY OUTSTANDING

BREAKDOWN OF THE RESULTS PER SERVICE QUALITY DIMENSION

STRONGLY AGREE NOR

BREAKDOWN OF THE RESULTS PER SERVICE AVAILED STRONGLY AGREE NOR

External Services Total 76 146 7

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