Advisers

Kimberly Joyce B. Embile, LPT, MAT

Discipline

Business

Abstract

The National Health Insurance Act of 1995 (RA 7875) established PhilHealth to provide accessible and affordable health insurance to all Filipinos. PhilHealth offers two registration methods: online and walk-in. However, government workflows are often affected by administrative delays, technical concerns, and procedural inefficiencies, which may influence membership satisfaction. This study assessed the online and walk-in registration processes at the PhilHealth Office–Fairview Branch and determined whether there is a significant difference in satisfaction between the two methods. The study used a quantitative descriptive research design. Thirty (30) respondents were selected through purposive sampling: fifteen (15) online registrants and fifteen (15) walk-in registrants. Data were gathered using a validated 4-point Likert scale questionnaire. Statistical tools included frequency and percentage distribution, weighted mean, standard deviation, and t-test to determine significant differences in satisfaction levels. Findings showed that most respondents were young adults and female, with high school or undergraduate educational attainment. Online registrants generally agreed that document submission was clear and manageable, although minor concerns were noted in time completion and technical aspects. Walk-in registrants expressed satisfaction with number of steps and availability of forms. The composite mean indicated that both registration methods were satisfactory. The t-test result revealed no significant difference in membership satisfaction between online and walk-in registrants. The findings showed both registration methods are effective and acceptable to members. Although minor improvements in system stability and process efficiency are recommended, neither method is superior. Strengthening staff training and continuous process monitoring may further enhance service quality and membership satisfaction.

Keywords

philhealth member registration form, walk-in registration, online registration