Awareness, Accessibility, Utilization, and Member Satisfaction of PhilHealth Konsulta in San Pablo City, Laguna: Inputs for Information Dissemination Strategy
DOI:
https://doi.org/10.67167/vertex.697Keywords:
PhilHealth Konsulta, YAKAP, universal health care, primary care, awareness, accessibility, utilization, member satisfaction, San Pablo CityAbstract
Despite the universal enrollment mandate under Republic Act No. 11223 (Universal Health Care Act of 2019), utilization of the PhilHealth Konsultasyong Sulit at Tama (Konsulta) package, now expanded as the Yaman ng Kalusugan Program (YAKAP), remains low. In San Pablo City, Laguna, only 12% of 170,754 registered PhilHealth members utilized Konsulta services in 2023 despite the availability of 15 accredited providers. This study described and evaluated beneficiaries' awareness, accessibility, utilization, satisfaction, and facilitating and hindering factors, and proposed an evidence-based promotion plan for the YAKAP program. A quantitative descriptive-correlational survey was conducted among 352 active and inactive PhilHealth Konsulta beneficiaries from two accredited facilities between January 2022 and June 2025 using a validated researcher-made questionnaire. Data were analyzed using Kruskal-Wallis and Spearman's rank correlation coefficient. Awareness was moderate for diagnostic services (M=3.12) and drugs and medicines (M=2.89), while accessibility was predominantly moderate (54.83%). Lack of awareness (M=3.48) and long waiting times (M=3.47) were the strongest barriers. Enrollment inactivity reached 60.80%, and 63.92% of respondents reported only 1–3 consultations within three years. Overall satisfaction was positive (73.02%), with membership type significantly associated with satisfaction (p=0.002). Satisfaction showed significant positive correlations with awareness of health assessments (r=0.404), referral and follow-up (r=0.389), preventive services (r=0.332), laboratory services (r=0.306), accessibility (r=0.386), and utilization of referral and follow-up consultations (r=0.442). These findings indicate that awareness, accessibility, and utilization collectively influence member satisfaction. A Digital Integrated Information Dissemination Strategy emphasizing high-visibility posters and social media outreach is proposed to improve awareness and increase utilization of the YAKAP program.
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