METHODOLOGYThe research methods and procedures used by the researchers in investigating the problem includes sources of data, choice of respondents, the research instrument, the data gathering procedures and the statistical treatments of the data employed.

Research DesignTo accomplish the objectives of the study, the descriptive method, specifically the normative survey, was utilized. This particular method is useful for investigating a variety of problems which concerns the assessment of attitudes, behavior, performance, satisfaction, condition and procedures in business and healthcare setting. Besides describing what is, it also supplies both factual and practical information that is used to evaluate conditions. Furthermore, the method enables one to know the typical condition of situations and characteristics of individuals.In this study, the survey method was utilized to determine consumers satisfaction with the use of integrated healthcare delivery systems for both local and foreign health insurance plan holders.

Sources of Data1. Local health insurance plan holdersThis provided the researcher the background and characteristics of respondents which identify them in terms of the name of their insurance, current health plan, and the number of months or years in a row with the same health plan.Appendix ___ was administered to determine consumers satisfaction with the use of integrated healthcare delivery systems on different scientific measures namely:a. integrated healthcareb. personal doctorsc. specialistd. health plan1. International/foreign health insurance holdersThis provided the researcher the background and characteristics of respondents which identify them in terms of the name of their insurance, current health plan, and the number of months or years in a row with the same health plan.Appendix ___ was administered to determine consumers satisfaction with the use of integrated healthcare delivery systems on different scientific measures namely:a. integrated healthcareb. personal doctorsc. specialistd. health plan

Samples and Sampling TechniqueThis study made use of two (2) groups of respondents namely:1. Local health insurance plan holdersThe researchers have five (5) local health insurance plan holder respondents. They are chosen not only for the basis of having a health plan but also possessing sufficient knowledge on their personal health and healthcare delivery system.2. International/foreign health insurance holdersThe researchers have five (5) international/foreign health insurance plan holder respondents. They are chosen not only for the basis of having a health plan but also possessing sufficient knowledge on their personal health and healthcare delivery system.InstrumentationThe researcher used Survey Questionnaire 2014 CAHPS Health Plan Survey Database. This questionnaire was based on U.S. Agency for Healthcare Research and Quality (AHRQ). This was utilized since groups under study deemed relevant and appropriate in attaining objectives of this undertaking.A 10-point rating scale instrument utilizing Likert Scale was used to evaluate the result. The rating scale was based on U.S. Agency for Healthcare Research and Quality (AHRQ).Table ___Quantitative ValueQualitative Value

8.0 9.99Excellent

6.0 7.99Very Good

4.0 5.99Good

2.0 3.99Poor

0 1.99Fair

Statistical Treatment of DataIn the treatment of data, following statistical techniques were used.1. Percentage:P = f x 100where: P = percentage nf = frequencyn = number of cases2. Pearson Product Moment Coefficient of Correlation (r)The Pearson (r) was used to measure the association among customers satisfaction to the use of integrated healthcare delivery system.The formula for Pearson (r) is:r = NXY - XY . [NX2 - (X2)] [NY2 - (Y2)]

where : r = Pearson product of moment correlation coefficientN = number of paired measuresX and Y are two variable being correlatedA positive correlation indicates that for every increase in X there is a corresponding increase in Y. Likewise a negative correlation indicates that for every increase in X there is corresponding decrease in Y. Correlation coefficients range from -1 to 1, with -1 indicating a perfect negative correlation and 1 indicating perfect positive correlation.Correlation Coefficient (r)RelationshipVerbal Interpretation

+ / - 0.00 to + / - 0.20NCNegligible Correlation

+ / - 0.21 to + / - 0.40LCLow Correlation

+ / - 0.41 to + / - 0.60MCModerate Correlation

+ / - 0.61 to + / - 0.80MHCModerate High Correlation

+ / - 0.81 to + / - 1.0HCHigh Correlation

FindingsData were analyzed and interpreted based on the tabulated results of the study. Statistical tests were made to find answers to the questions raised on this research paper.Table__. Frequency and Percentage Distribution of Respondents Composites based on 4 point response scale (i.e., always, usually, sometimes, and never Composites and ItemsLocal Health Insurance Plan HoldersForeign Health Insurance Plan Holders

FrequencyPercentageFrequencyPercentage

Getting Care NeededSometimesUsually40%60%Always100%

Getting Quality CareSometimesUsually60%40%Always100%

How well doctors communicateSometimesUsually20%80%UsuallyAlways20%80%

Health Plan and Customer Service SometimesUsually40%60%UsuallyAlways40%60%

Table__. Score and Percentage Distribution of Respondents Rating based on 10 point scoring Likert ScaleRating ItemsLocal Health Insurance Plan HoldersForeign Health Insurance Plan Holders

ScorePercentageScorePercentage

Rating of personal doctor39 / 5078 %42 / 5084%

Rating of specialist26 / 5052 %38 / 5076%

Rating of integrated health care 32 / 5064 %41 / 5082%

Rating of Health Plan24 / 5048%35 / 5070%

Selected highlights from this comparison include the following: The highest scoring composite across all sectors is Getting Care Needed and Getting Quality Care. The lowest scoring composite is How well the doctors communicate. The highest scoring rating across all sectors is Personal Doctor. The lowest scoring overall rating is Health Plan. Table __ Comparison between Local and Foreign Insurance Plan Holders with Corresponding Qualitative ValueRating ItemsLocal Health Insurance Plan HoldersQualitativeValueForeign Insurance Plan HoldersQualitativeValue

Rating of personal doctor7.8Very Good8.4Excellent

Rating of specialist5.2Good7.6Very Good

Rating of integrated health care 5.4Good8.2Excellent

Rating of Health Plan4.8Good7.0Very Good

Figure 1

Figure 2

Figure 3

As gleaned from Table ___, local health plan fell with the lowest rating (48%) while foreign rating of doctors ranked as the highest (84%). Patient satisfaction surveys have been successfully used for decades by health-care providers to capture data on the quality of medical care and to evaluate improvements in the patient experience that they provide. Over the years,study results have demonstrated that as health-care providers improve patientsatisfaction, they also improve patient outcomes. Armed with the knowledge thatoutcomes are linked to patient satisfaction, government programs and health plansnow require hospitals and more health-care providers to conduct consistentpatient-satisfaction surveys. As patient satisfaction increases and outcomes improve, risk for adverse events decreases and the cost of medical care goes down.Everyone benefits, starting with the patient. Thus government programs, healthplans, and health-care providers will all continue to seek to define, meet, and exceed patient expectations.Matching the increased focus on patient satisfaction and demand for betterperformance, there is a growing demand for improved quality in the survey processitself. Simple short-form questionnaires are now being replaced with more complexpatient-satisfaction surveys. These newer questionnaires are designed to betterevaluate the patient experience on both a physical and cognitive level.THE VALUE OF PATIENT-SATISFACTION SURVEYS, although measuring patient satisfaction is not yet a requirement for urgent carefacilities, surveys should still be conducted consistently by all centers to facilitatecontinuous improvement practices in patients care experiences and staff performance. Use of patient-satisfaction surveys to improve the patient experience willhelp with the following: Maximizationofpatientsatisfaction Developmentofpatientloyalty Improvementinpatientoutcomes Increasesinvolumethroughreferrals Increasesinmarketplacetrust Improvementincontractingandreimbursement Decreasesinmalpracticerisk Increasesincompetitiveadvantage.There are many additional benefits that can accrue from the use of patient-satisfaction surveys; in addition to improving the patient experience, use of suchsurveys may facilitate increases in urgent care center market share in an increasingly competitive medical marketplace. Urgent care providers should consider thatevery satisfied patient who receives care in their facility will become part of theircenters future bottom line and a source of increased business development. Whenpatients share their positive care experience with others, they market the urgentcare center more effectively than almost any form of advertisement can. Eachpatient is a referral source to encourage family and friends to seek care in yourfacility, rather than in the facility of a competitor. Importantly, the opposite is truefor every negative patient experience that takes place in your facility. Negative patient experiences are so damaging because patients tend to share negative experiences more often than positive experiences, and with more people. This translatesinto financial loss from decreased future patient volume and increased businessfor your competitors.