PhilHealth earns high marks in ‘22

Individual customers gave a high net satisfaction rating for two consecutive years, citing the ‘quality of PhilHealth staff and services they received’

The Philippine Health Insurance Corporation, or PhilHealth, received a net satisfaction rating of 93.75 percent in a survey by Novo Trend PH Inc.

PhilHealth’s rating last year was more than three percent higher than the 90.19 percent it garnered in 2021 and its highest since 2019.

The survey polled 3,000 respondents from those who had availed of various PhilHealth services nationwide.

Other respondents included 1,000 employers or their representatives, with 500 interviewees each from healthcare institutions and medical professionals.

Novo Trends was engaged by PhilHealth for the said survey using a questionnaire developed and prescribed by the Governance Commission for Government-Owned and Controlled Corporations in 2018 for use by all government-owned and controlled corporations.

Individual customers and healthcare institutions gave significantly higher net satisfaction ratings in 2022 than in previous years, with the latter giving PhilHealth a net satisfaction rating of 86.79 percent, followed by employers at 86.31 percent, and health care professionals at 79.83 percent, all of which are considered excellent ratings.

Among the respondents, individual customers gave a high net satisfaction rating for two consecutive years, citing “quality of PhilHealth staff and services they received” and quality of transactions described as “organized, systematic, fast and easy” as basis for the rating.

They also expressed satisfaction with the information given to them, especially about the requirements for availing of benefits, the environment and facilities at the Local Health Insurance Offices, and the benefits that they and their families have received during hospitalization.

Individual respondents from PhilHealth Regional Office Caraga and BARMM showed the highest net satisfaction rating, both at 98.67 percent, followed by PROs II and NCR North (covering Caloocan, Manila, Navotas, Valenzuela, Malabon and Mandaluyong) with 98 percent, and PROs V and VIII, both with 97.33 percent.

Healthcare institutions, which gave the lowest rating to PhilHealth in 2021, reported a significant improvement in net rating from 77.14 percent to 86.79 percent or a 9.65 percent increase.

Feedback gathered included “the transactions are fast and the staff members are friendly” and “payment for our reimbursement is now more updated than the previous years.”

The majority of the representatives of health care providers went to the LHIOs to submit requirements for their accreditation.

PROs BARMM and III-A got 100 percent net satisfaction ratings each, followed by NCR North, XII and CARAGA with 96 percent each, and CAR with 89.47 percent.

From employers or representatives, PhilHealth received a net satisfaction of 86.31 percent. They cited “convenience in payment” and “polite employees.

Employer representatives gave PRO 3A a 100 percent net satisfaction rating followed by PRO 12 at 98 percent while PROs BARMM, NCR North, V, and VIII got 94 percent each.

In general, the respondents said that factors affecting PhilHealth’s performance are the LHIOs’ accessibility, physical space and appearance, queueing arrangements, cleanliness, and well-trained and knowledgeable staff who also treat customers with respect, fairness, and prompt action.

PhilHealth president and CEO Emmanuel Ledesma Jr. expressed elation over the 2022 results, and vowed to continue implementing reforms for the benefit of millions of Filipinos here and abroad.