Performance of Calamba City Health Office Employees and Citizens’ Satisfaction: Basis for Action Plan

Abstract ―​

The study assessed the past performance of employees in the Calamba City Health Office (CHO) and its relationship to citizens' satisfaction to develop an action plan for improvement. Surveys were conducted to collect quantitative data from CHO employees and citizens/clients, focusing on performance dimensions such as quality/effectiveness, quantity/efficiency, and timeliness, as well as citizen satisfaction factors including tangibility, reliability, responsiveness, assurance, and empathy. The data were statistically processed using weighted mean, Likert-scale, and Pearson Product Moment Correlation Coefficient to quantify the impact. This study used the descriptive correlational method with a quantitative approach. The respondents of the study were the (5) heads and (181) clients of the City Health Office of the City Government of Calamba, Laguna. The findings revealed that CHO employees exhibited a high level of performance, indicating their dedication to delivering quality healthcare services in the past. However, significant differences were observed between employee and citizens/clients assessments, highlighting areas that needed improvement. Based on these findings, an action plan was proposed, encompassing strategies such as employee training, performance management, communication, resource allocation, customer feedback mechanisms, fostering a culture of continuous improvement, and monitoring progress. The implementation of the action plan in the future was expected to optimize CHO's performance, enhance citizen satisfaction, and improve healthcare service delivery. Recommendations for future research included conducting longitudinal studies, comparative analyses, and patient-centered research to further contribute to the field of healthcare management. Overall, this study provided valuable insights into enhancing past employee performance and addressing citizen satisfaction, with the ultimate goal of improving the overall quality of healthcare services provided by the Calamba City Health Office.