The study provided an evaluation of health service delivery processes at the Philippine General Hospital (PGH) focusing on awareness, barriers, and satisfaction from both health service providers and patients. A descriptive-correlational design was used to collect data through survey instruments. The evaluation findings indicated that there was substantial awareness in areas of use of workflow and resources, but there were identified barriers including overcrowding, prolonged wait times, overworked providers, and underutilization of technology. Overall, the provision of health services was a comfortable level of efficiency and quality. The evaluation suggested an organizational re-engineering of PGH operations to improve patient flow, knowledge of operation, resource planning, and use of technology. Overall, this re-engineering would provide an improvement to not only PGH operations and health service delivery, but to patient satisfaction.

Health Service Delivery

Patient Satisfaction

Efficiency

Technological Integration

Philippine General Hospital