World Education Connect Multidisciplinary e-Publication, Vol. VI, Issue I (January 2026), pp,517-524
RONALD B. BARREDA, RSW
Social Welfare Officer II/ Bicol Regional Hospital and Medical Center
Abstract
This concurrent mixed-method study aimed to determine the relationship between the extent of implementation and stakeholder satisfaction with the three one-stop-shop services of the Malasakit Center. The study addressed five main questions: (1)What is the extent of implementation of the three one-stop-shop services of Malasakit Center in BRHMC in terms of processing of requests for medical and financial assistance; referral to partner agencies and medical social work services; (2)What is the level of satisfaction of stakeholders on the three one-stop-shop services; (3)Is there a significant relationship between the extent of implementation and the level of satisfaction provided to stakeholders of the three one-stop-shop services of the Malasakit Center; (4)What are the driving and restraining factors encountered by stakeholders in accessing the overall services of the Malasakit Center, and; (5)What intervention plan may be proposed based from the results of the study.
Using Pearson-r and the (SCK) Method of Analysis, the study found that the extent of implementation was rated as highly implemented for processing financial assistance requests, poorly implemented for referrals to partner agencies, and implemented for medical social work services. Correspondingly, stakeholder satisfaction levels were highly satisfied with financial assistance processing and referrals to partner agencies and poorly satisfied with medical social work services. The relationship between the extent of implementation and stakeholder satisfaction was found to be highly significant for financial assistance processing, referrals to partner agencies, and medical social work services.
Seven driving factors emerged from the qualitative data: full coverage assistance for hospital bills, streamlined services, immediate processing of requests, accessibility, and convenience, collaboration among service providers, non-stringent documentary requirements, and accommodating staff. Conversely, five restraining factors were identified: long queue lines, limited funding for PCSO and DSWD, overcrowded and poorly ventilated waiting areas, inadequate staff, and office closures of partner agencies during weekends and holidays.
The findings were used to develop an intervention plan to enhance stakeholder satisfaction with Malasakit Center services by addressing the identified challenges and leveraging the driving factors.
https://doi.org/10.65494/pinagpalapublishing.107
