Clientele Satisfaction on the COVID-19 Community Isolation Facility Operated by the Local Government Unit of Gubat, Sorsogon, Philippines

Abstract

The conduct of clientele satisfaction is one of the approaches in tracking the direction of the project or program implementation to improve its performance.   The focus of this study is to find out the perception of the Community Isolation Facility (CIF) clientele regarding the project implementation and the perceived degree of satisfaction with the services given by the Local Government Unit  (LGU) of Gubat personnel in terms of professionalism, caring,   courtesy, friendliness, advising, helpfulness, counseling,  and timeliness of service. The study used mixed qualitative and quantitative research methods in determining the results.  A purposive sampling procedure was used to select 329 clients. Data were collected using a questionnaire and structured interviews with the CIU clients. The respondents were composed of 161 males and 168 females, ages 18 to  55 years old,   139  were married and 179 were single.  About   98.48%   of the clients agreed that the establishment of the community isolation facility is a must.   They registered an overall satisfaction rating of 47.74%   on the following aspects, 58.5% professionalism, caring 57.75%,  courtesy  53.19%, friendliness,  55.40%   advising  43.46%  helpfulness, 39.51% counseling 38.81%, and timeliness of service 35.26%.   The management of the Community Isolation Facility practiced the concepts of inclusivity in the clients' services in terms of sex, age, and marital status.  The clients support the importance of establishing the CIF and have shown their cooperation by submitting to the Inter-Agency Task Force (IATF) guidelines.  However, services to clients must be improved in terms of dealing with psycho-social care.      The Local Government Unit may capacitate more front liners to manage emergencies on aspects of managing vulnerable groups and extending mental health services.   All programs and services of the Local Government Unit may be subjected to clientele satisfaction research to further improve it.