Compliance and Satisfaction of Selected Philhealth Konsulta Package Program Service Providers

The study explored the compliance and satisfaction levels of PhilHealth Konsulta Package Program providers in Albay’s First District, focusing on three accredited facilities: Malilipot Rural Health Unit, Mother and Child K-Linic Tabaco City, and Tiwi Doctors Hospital. Using a qualitative narrative analysis, the researcher examined how these providers adhere to regulatory standards set by PhilHealth. Compliance was demonstrated through documentation practices, service delivery protocols, and adherence to prescribed health packages. Providers consistently followed guidelines on patient enrollment, diagnostics, and preventive care, although variations in implementation were noted due to resource constraints. The study ensured participant anonymity through coded identifiers, allowing candid insights into operational realities while maintaining ethical standards.

Satisfaction among providers was generally positive, with participants expressing appreciation for the program’s intent to expand access to primary care. However, satisfaction levels varied depending on infrastructure, staffing, and support from local government units. Providers valued the opportunity to serve more patients and recognized improvements in health-seeking behavior among communities. Nonetheless, concerns were raised regarding delayed reimbursements, limited diagnostic capabilities, and inconsistent supply chains. These factors affected morale and service efficiency. Despite these challenges, providers remained committed to the program’s goals, emphasizing the need for continuous training, clearer communication from PhilHealth, and streamlined reporting systems to enhance service quality and provider experience.

Challenges encountered by Konsulta Package Program providers included logistical limitations, administrative burdens, and gaps in inter-agency coordination. The lack of electronic medical records, insufficient manpower, and unclear referral pathways hindered optimal service delivery. To address these issues, the study proposed a multi-tiered action plan: (1) strengthen capacity-building initiatives through regular training and mentorship; (2) improve digital infrastructure to support data management and reporting; (3) establish clearer guidelines for reimbursement and referral protocols; and (4) foster collaboration between PhilHealth, LGUs, and service providers to ensure policy alignment and resource mobilization. These recommendations aim to enhance compliance, boost provider satisfaction, and ensure the Konsulta Program’s sustainability and impact.