Anti-Red Tape Act Implementation and Client Awareness, Compliance, and Satisfaction: A Correlational Study of a Provincial Hospital in Masbate, Philippines

Abstract

This study evaluated the effectiveness of the implementation of the Anti-Red Tape Act of 2007 (Republic Act No. 9485) at the Masbate Provincial Hospital, the province's only secondary referral hospital, addressing the absence of a facility-level assessment of how client awareness, compliance, and satisfaction relate to overall Anti-Red Tape Act Report Card Survey performance following the hospital's failing rating in 2012. Using a descriptive-correlational design combining a researcher-modified Civil Service Commission questionnaire, an inspection checklist, and key informant interviews, data were gathered from 30 client-respondents and LGU informants in each of the 2012 and 2014 survey periods (combined N = 60). Frequency and percentage distribution, Pearson r correlation, and an independent-samples t-test were used to analyze the data. Results showed an overall performance rating of 60.37 (Failed) in 2012 and 67.92 (Failed) in 2014, with client awareness of the Citizen's Charter consistently rated Poor (10%-20%), compliance shifting from Failed to Acceptable, and satisfaction remaining Acceptable throughout. Performance correlated significantly and positively with awareness (r = .372, p = .003), compliance (r = .482, p < .001), and satisfaction (r = .832, p < .001), while satisfaction showed no significant relationship with either awareness or compliance. The 2014 overall rating was significantly higher than the 2012 rating (t = -2.764, p = .008), reflecting measurable gains following post-survey feedback sessions, although both ratings remained below the passing threshold. Key informant interviews revealed the absence of community participation in Citizen's Charter formulation and reliance on billboard posting as the sole dissemination channel. The study concludes that Anti-Red Tape Act implementation at the hospital remains inadequate despite incremental improvement and recommends adoption of the proposed Project C.U.R.E. Masbate action plan to strengthen client awareness, service-provider compliance, and the quality of frontline health service delivery.