(Waiting) Time Flies When You’re Having Fun: An Exploratory Study on How Asian Eye
Institute (Rockwell Branch) Can Enhance the Waiting Experience of Patients
A Business Research
Presented to
Professor Josefina F. Ibarle
In Partial Fulfilment
Of the Requirements for
Methods of Research (METRES)
Submitted by:
Angeles, Lara Jane
Avecilla, Julienne Marie
Bustillos, Cristalyne
Chong, Annie Michelle
Tunac, Christian Mark
METRES S63
December 21, 2013
1
Topic
Enhancing the Waiting Experience of Patients at Asian Eye Institute’s Rockwell Branch
Title
(Waiting) Time Flies When You’re Having Fun: An Exploratory Study on How Asian Eye
Institute (Rockwell Branch) Can Enhance the Waiting Experience of Patients
I. Introduction
Queues are an integral part of any business. Queues can either be a sign of a good
business or a bad business depending on how the observers perceive it.
Queues are most evident in the health service industry. This study focuses on the
waiting experience of the patients of the Asian Eye Institute Rockwell Clinic. The Asian Eye
Institute is the result of the perseverance of two men that are highly recognized in their
respective fields – Mr. Oscar M. Lopez and Dr. Felipe I. Tolentino. Mr. Lopez, Chairman and
CEO of the Lopez Group of Companies met & developed an enduring friendship with Dr.
Tolentino when he visited Boston, one of the world’s well-known Filipino-American
ophthalmologists. It was established in 2001, and is considered as a world-class
ambulatory eye care.
The Institute put an effort to make the advance technology available in Asia Pacific,
and now the Institute has served over 70,000 local and foreign patients. It provides a wide
specialized medical eye services, including treatment and management of cataract,
glaucoma, diabetic retinopathy, macular degeneration, strabismus, and uveitis; LASIK
surgery for those who want to do away with glasses and contact lenses; eye plastic surgery;
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pediatric ophthalmology and optometry; low vision and visual rehabilitation; optical
dispensary and contact lens services. Dr. Tolentino selected well-trained Harvard
Specialists to be a part of this core medical team.
The Institute now has three facilities to assist the patients. The main facility located
in Rockwell Center, Makati City, houses surgical suites, examination rooms, a Diagnostic
and Laser Center, a Low Vision Center, and an Optical Dispensary. The satellite clinics at
TriNoma, Quezon City (established in August 2007) and Mall of Asia, Pasay City
(established in September 2008) have examination rooms and a diagnostic center. In order
to provide excellent service and its social responsibility ISO 9001:2008,
14001:2004 and
OHSAS 18001:2007 standards. The Institute was one of the first companies in the
Philippines to be awarded the Investor in People (IiP) recognition by the International
Quality Centre of the U.K..
II. Management Dilemma/Business Issues
Through the years, Asian Eye Institute has gained quite a number of loyal patients.
In their Rockwell branch alone, there is an average of 108 patients per day.
The Rockwell Clinic was built in 2001 and houses twenty one examination rooms
for patient consults, Diagnostic Centers for detecting eye diseases and monitoring
treatment progress, and a Laser Center for the treatment of glaucoma and retinal diseases.
Beginning 2009, the management of Asian Eye Institute implemented a Customer Service
Survey Program wherein patients are given a survey form and are asked to rate the
services offered by the Clinic on a 3 point scale basis.
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Upon consolidation of the results of the Customer Service Survey for 2012 and for
the first half of 2013, it has been observed that an increasing number of patients do not find
the waiting time acceptable. Majority of the dissatisfied patients are patients of the
Rockwell Clinic.
Due to this, the management of the Rockwell Clinic became alarmed because they
have the highest percentage of unsatisfied customers when it comes to acceptability of
waiting.
The Rockwell Clinic accepts the most number of patients among all branches of
Asian Eye Institute since it is where surgeries are conducted. It has a waiting room and a
patient’s lounge wherein various facilities such as free WiFi, different magazines and cable
TV are offered for use of the patients.
Management’s first step in addressing the issue of patient’s dissatisfaction to the
acceptability of waiting time is to explore what other facilities they can offer to their
patients to make the wait more “bearable.”
III. Management Question
How can the management of Asian Eye Institute’s Rockwell Clinic improve the
waiting experience of their patients?
IV. Review of Related Literature
Counteracting the negative effects of waiting is a major concern for managers in
service related industries. Various studies have focused on the factors that affect the
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waiting perception of consumers but only a few focuses on ways on how to make waiting a
pleasurable experience.
Lines are an integral part of any business. Management/owners view long lines as
an advantage since it means that there are a lot of customers, however, long queues are
destructive of customer satisfaction. The article “The Waiting Game” written by John Morris
and published in the January 2013 issue of Management Today, discusses the different
forms of queuing systems and how it affects the perception of the customers. It also
mentions factors that make waiting in line seem longer than it seems. One factor is anxiety
– the feeling that things will run out before the person gets to the front of the line. Another
is uncertain waits wherein the customers are not aware of how much time they need to
wait. Unexplained waits are when the line is not moving and the customers are not
informed what is happening and according to the article, the most important of all is unfair
waits – this is when other people’s lines are moving faster or when others cut in line.
Previous researchers have found that waiting time is related to the over-all
satisfaction of a customer. Most consumers easily get annoyed when they have to wait for
longer periods of time so longer waits are mostly associated with lower levels of customer
satisfaction.
A study conducted by Charles Areni and Nicole Grantham which was published in
2009 in Advances in Consumer Research, Volume 36, focused on the effect of music being
played in the waiting room on the experience of passing time. Results of the study showed
that respondents hearing music they like while waiting in line reported that waiting
interval passed more quickly.
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Another study conducted by Winter Nie (2000) entitled “Waiting: Integrating Social
and Psychological Perspectives in Operations Management” examined waiting time from a
social and psychological perspective. According to the study, there are two ways of
reducing waiting time. One way is to add more facilities and more employees and the other
is to manage the perception of the customers when it comes to waiting. The study
mentioned that in theme parks wherein it takes around thirty minutes to an hour before
getting into a three minute ride, there are “time fillers” in the form of television screens
which show a short film related to the ride to make the wait seem shorter. The customers
are entertained and do not notice that they have been waiting that long. The actual waiting
time is not reduced but the customers’ perception of what constitutes a wait is changed.
A study which was published in the International Journal of Research in Marketing
(1998) on the effects of waiting on the satisfaction with the service conducted by Ad Pruyn
and Al Smidts found that the adverse effects of waiting can be more effectively soothed by
improving the attractiveness of the waiting environment than by shortening the objective
waiting time. In the said study, two elements of the waiting environment which are the
attractiveness of the waiting room and the presence of television as an explicit distracter
were distinguished. Pruyn and Smidts study found that the presence of the TV did not
result in the expected effect of distraction but watching it found to be dependent on the
length of the wait.
Since Asian Eye Institute presently offers various sources of entertainment in their
waiting area, these can be classified as distracters and this study can verify if such
distracters are effective in improving the waiting experience of their patients.
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Because of the business disadvantages brought about by long queues, studies have
been conducted on the factors that affect a person’s decision to stay in line or leave the
queue. The study of Robert J. Batt and Christian Terwiesch on queue abandonment in an
emergency department focused on the extent to which the visual aspects of the queue
impact the abandonment decision of the patient. The study also focused in knowing what
compels emergency room visitors to wait or bail. One of the recommendations of Batt and
Terwiesch’s study is to make the waiting room more pleasant and to help the customers in
queue appreciate the benefits of staying as opposed to the cost of leaving.
In all the studies conducted being informed of the maximum waiting time and of the
reasons behind the long queue and making the waiting room more pleasant are the
common solutions in making the waiting time of patients more bearable. These results,
along with finding out what other forms of “distracters” the patients want will be tested in
the case of Asian Eye Institute.
V. Research Objectives
1. What is the present experience of the patients at the Rockwell Clinic when it comes
to waiting?
2. What is the patients’ attitude with regards to the offered facilities in the waiting
area?
3. What are the suggested offerings while in queue of the patients of Asian Eye
Institute Rockwell Clinic?
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VI. Significance of the Study
The Asian Eye Institute
The study would help the management of AEI in providing them information on the
overall experience of customers/patients from the clinic’s entertainment facilities offered
during waiting queue. The information would also include factors that influence the level of
patient’s satisfaction while waiting for their turn with the doctor. It could also provide
ideas to improve the current offered entertainment facilities and reduce the dissatisfaction
by knowing and understanding the patients’ perception and needs towards entertainment.
This research will serve as a reference for AEI located in Rockwell Center, Makati City,
along with their Satellite clinics located in Trinoma, Quezon City and Mall of Asia, Pasay
City. In addition, time and money will be saved by using this study as their secondary
source of information.
The Student and Faculty
The research group will certainly learn a lot from this hands-on experience of
conducting a research for a company. The experience is incomparable to any teaching
inside class. The project will engage the group to think critically and effectively.
VII. Management Decision
Waiting time normally commences in a health care unit. There are many phases on
how to improve patient’s waiting time that need to be taken into account during the entire
waiting time journey. Asian Eye Institute offers variety of activities in order to lessen
customer complaints on waiting time; such as the television sets, free WiFi and reading
materials like magazines and newspapers. While determining the factors on the following
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action standards which will be used to increase customer satisfaction, the group will be
able to determine that some other factors that Asian Eye Institute can add to their existing
facilities.
All the other suggestions of the patient respondents will be taken into consideration
upon thorough studies to be conducted by management.
The suggestions of the
respondents surveyed with the most number of mentions/counts will be implemented by
the Management of Asian Eye Institute Rockwell Clinic. If the results of the study show that
majority of the patient respondents want free coffee, management will offer free coffee to
waiting patients.
VIII. Conceptual Framework
Since people who are bored tend to notice passing time more than those who are
engaged and having fun, filling in the waiting time with activities such as television, free
WiFi, reading materials and others are helpful in reducing the patient’s perception of
waiting. Such activities are already being provided by the Asian Eye Institute Rockwell
Clinic in its waiting area, yet, based from the results of their Customer Service Surveys for
the past years, a lot of their patients do not find the waiting time in the branch acceptable.
Using the conceptual diagram below, this study will explore how Asian Eye
Institute’s Rockwell Clinic can improve the waiting experience of their patients by finding
out which among the present time fillers being offered by the Rockwell Clinic are being
utilized by the patients and asking the patients what other things they find important that
they like to have in the waiting area.
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Conceptual Diagram:
Time Fillers Offered in the
Waiting Area
Time Fillers Used
 Free Wifi
 Cable TV
Other Important Time
Fillers
(based on patients’
suggestions)
 Magazines
 Newspapers
 Vendo Machine
Asian Eye Institute’s Time Fillers:
Free WiFi – free WiFi is available at the waiting areas of the 8th Floor, 9th Floor and 10th
Floor of the Rockwell Clinic
Cable TV – one television set with cable subscription is provided for the patients at the
waiting areas of the 8th, 9th and 10th Floors
Newspapers – local newspapers are available for the patients to read while in the waiting
area
Magazines – magazines/newsletters of the Lopez Group of Companies are available for the
patients to read while in the waiting area
Vendo Machine – a coffee vendo machine is located at the patient’s lounge
Operational Definitions:
Waiting Area – Area where patients stay prior to being seen by a Doctor
Waiting Time – The amount of time the patient consumed from being accommodated in the
reception area to being seen by a Doctor
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Time Fillers – Offerings in the waiting area that can make the waiting time of the patients
seem shorter; activities or facilities that the patients can do/use while waiting
IX. Research Design
The researchers used exploratory research and descriptive research. With these
methods, the researchers collected information that is helpful in solving the problem of the
company. Exploratory research was used in this study because this type of research design
is usually carried out to determine the problem, and to seek additional information that
would help support the study.
Phase One: The researchers initially conducted informal interviews and secondary
research. The secondary data gathering was done through surfing the internet to search
articles related to service type establishments and customer level of satisfaction while
waiting in queue. Published books related to behaviour have also been used. The
information gained was used to generate ideas and learn more about preferences and
perception of the patients while waiting for their turn.
Sources of Information
The researchers got their source of information through the survey questionnaires
administered; newspapers and online articles. Moreover, the interview with the front desk
receptionist of Asian Eye Institute in Rockwell branch was credible enough since she
knows the turnaround time of the clinic processes very well as well as the current problem
of the patients while waiting. It was a big help and a good source of information for the
researchers. As for the published materials and internet, they are always an updated source
of information but they must be read and sorted.
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The collected data was limited only to 3 year span from year 2010 to 2013 to have
timely and relevant information since trends in the health industry, especially in
ambulatory eye care, are fast changing.
Phase Two: Research design is the Quantitative Survey - descriptive research. This method
aims to provide answers to the questions of who, what, where, when, and how of the
problem.
Sampling Method
The researchers had selected non-probability sampling method. Under the nonprobability sampling method, the researchers chose convenience or haphazard sampling
because samples were drawn using high-peak hours or high-traffic days, giving ease to the
researchers in reaching the respondents. It also gave the researchers a cushion on their
time and budget constraints.
Interview Proper via structured questionnaire
The questionnaire served as a tool to know the feedback and preference of the
patients regarding the waiting area.
The interview was administered by asking patients to respond to the set of
questions with the questionnaire serving as a guide for the interviewers. The interview was
conducted on the day of the client’s appointment as the group believed that conducting the
interview on the day of their appointment is the best way to determine their experience in
waiting.
Prior to the conduct of the interview, the guide questionnaire was checked by the
professor. A pilot run was also conducted before the questionnaire was finalized to make
sure that the respondents will understand the questions.
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Respondents description and Sample Size
There were thirty (30) respondent-patients interviewed who visited the Rockwell
Clinic of Asian Eye Institute during the survey period (November 23, 2013). These are
current patients of Asian Eye Institute in the Rockwell branch. These patients are males
and females and from age 16 to 68 years old.
Method of Analysis
The statistical method supported the study that was conducted by the researchers
through computations and certain tabulations.
It was needed in order to present a
comprehensive analysis of the variables. The researchers also used different types of
statistical method. They were very particular in the measure of central tendency which is
the mean, mode, and frequency distribution.
X. Scope and Limitations of the Study
The study determined how Asian Eye Institute can enhance the waiting experience
of patients at the Rockwell Clinic. The general purpose of investigation was to explore
facilities that will be offered to patients to make their wait more “bearable”. The targeted
population of the study were patients whose age ranges from 16 to 68 and who personally
came in the branch.
The members of the group talked to all incoming patients that were accommodated
in the waiting area of the branch and were later on screened using the above criteria. It was
decided to study the age bracket (16-68 years of age) as the group believed that they will
respond actively on the provided set of questions.
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XI. Results
Participants were personally interviewed by the members of the group using a
predefined set of questions. Some of the questions were designed for the patients to
provide their suggestions on the waiting area and waiting time while some were designed
for the patients to rate their perception on the clinics facilities and overall quality of
service.
After gathering data from the interview, the researchers tabulated the responses
and analysed each through measuring the frequencies among the respondents answer
using SPSS (Statistical Package for the Social Sciences). SPSS Statistics is a software
package used for statistical analysis. Long produced by SPSS Inc., it was acquired by IBM in
2009, and current versions are officially named IBM SPSS Statistics. SPSS is among the most
widely used programs for statistical analysis in social science. It is also used by market
researchers, health researchers, survey companies, government, education researchers,
marketing organizations, and others. Frequency measures will determine how many
respondents are into the perception as asked during the interview.
Profile of the Respondents
The participants’ ages ranged from 16 to 68 years old. Sixty percent (60%)
comprised the 37-56 age bracket (Chart 1.A). The respondents were almost equally divided
among males and females (Chart 1.B). With regard to the respondents’ place of residence,
majority (70%) of the patients interviewed reside within Metro Manila (Chart 1.C).
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Although the Rockwell Clinic of Asian Eye Institute also accepts walk-in patients,
majority of the participants (86.67%) came to the clinic with an appointment (see Chart
1.D).
Chart 1.A
Age of Participants
Chart 1.C
Place of Residence
Chart 1.B
Gender of Patients
Chart 1.D
Schedule of Patients
Patient Waiting Time
A measure of waiting time (in minutes) before being attended to by a doctor was
obtained by assessing the average time it takes for the patient to wait before their turn.
Participants were asked to choose from a list of 6 categories on how long they waited
before being seen by a doctor. It shows that most of the patients waited more than half an
hour and the average waiting minutes was from duration of 21 to 25 as shown by Tables 1
and 1.a.
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Table 1.
Number of minutes incurred by patients before seen by doctor
Cumulative
Frequency Percent
Percent
Less than 10 minutes (1)
1
3.33
3.33
11 to 15 minutes (2)
5
16.67
20.00
16 to 20 minutes (3)
6
20.00
40.00
21 to 25 minutes (4)
5
16.67
56.67
26 to 30 minutes (5)
3
10.00
66.67
More than 30 minutes (6)
10
33.33
100.00
Total
30
100.00
Table 1.A
Measure of Central Tendency
N
Mean
Median
Mode

30
4.13
4.00
6
In getting the measures of central tendency, numerical values were assigned to the
categories in Table 1. The average number of minutes that the participants waited is 21 to
25 minutes.
Acceptability of Waiting Time
The patients were likewise asked about their satisfaction level with the waiting time
they encounter at the Rockwell Clinic. Only twenty percent (20%) mentioned that they are
very satisfied with their waiting time. Fifty-seven percent (57%) mentioned that they are
only satisfied with their waiting time. Seventeen percent (17%) mentioned that they are
neither satisfied nor dissatisfied with their waiting time while seven percent (7%) of the
respondents mentioned that they are dissatisfied. No one mentioned that they are very
dissatisfied with their waiting time.
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Acceptable Waiting Time
The patients were also asked on their perceived acceptable waiting time. Here, we
let them speak about the maximum waiting time acceptable to them. Their responses are
grouped as shown in Table 2 and Graph 2. Most of the respondents (12 out of 30)
mentioned that the acceptable waiting time for them before being seen by a doctor is 11 to
20 minutes.
Graph 2.
Percentage of maximum acceptable
waiting time
Table 2.
Maximum acceptable waiting time
As scheduled
1-10 minutes
11-20 minutes
21-30 minutes
Satisfied
Total
Frequency
6
3
12
3
6
Percent
20.00
10.00
40.00
10.00
20.00
30
100.00
Cumulative
Percent
20.00
30.00
70.00
80.00
100.00
The Waiting Area
The researchers also asked the patients on their perceptions about the waiting area
as to the following aspects:

Cleanliness of the waiting area

Comfortable waiting area

Layout of waiting area

Facilities or amenities
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Cleanliness of the Waiting Area
On a scale of 1 to 5 with 5 being the highest, the patients were asked to rate the
cleanliness of the waiting area. Most patients mentioned that they are very satisfied with
the cleanliness of the waiting area.
Table 3.
Cleanliness of the waiting area
N
Mean
Median
Mode
5-Point Scale
Very satisfied
Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied
Very dissatisfied
Total
30
4.53
5
5
17
12
Valid
Percent
56.7
40.0
Cumulative
Percent
56.7
96.7
1
3.3
3.3
0
0
30
0
0
100.0
100.0
100.0
Frequency
Comfortable Waiting Area
On a scale of 1 to 5 with 5 being the highest, the patients were also asked to rate
how comfortable they find the waiting area in the Rockwell Clinic.
Results showed that 46.7% of the respondents are very satisfied and 53.3% are
satisfied. No one mentioned that they are neither satisfied nor dissatisfied, dissatisfied and
very dissatisfied. Results on the patients comfort in the waiting area are shown in Table 4.
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Table 4.
Comfortable Waiting Area
N
Mean
Median
Mode
30
4.533
5
5
Very Satisfied
Freq
14
%
46.7
Cumulative %
46.7
Satisfied
16
53.3
100.0
Neither satisfied nor
dissatisfied
Dissatisfied
0
0.0
100.0
0
0.0
100.0
Very Dissatisfied
0
0.0
100.0
Total
30
100.0
Layout of Waiting Area
When asked to rate their satisfaction on the layout of the waiting area, most (50%)
of the respondents mentioned that they are very satisfied with the layout of the waiting
area. Table 5 below shows the results of the patients’ satisfaction on the layout of the
waiting area.
Table 5.
Layout of Waiting Area
N
Mean
Median
Mode
30
4.466
4.5
5
Very Satisfied
Freq
15
%
50.0
Cumulative %
50.0
Satisfied
14
47.0
97.0
Neither Satisfied nor
dissatisfied
Dissatisfied
1
3.0
100.0
0
0.0
100.0
Very Dissatisfied
0
0.0
100.0
Total
30
100.0
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Facilities or Amenities
Table 6 below shows the over-all satisfaction of the patients on the
facilities/amenities in the waiting area.
Table 6.
Facilities or Amenities
N
Mean
Median
Mode
30
4.5
5
5
Freq
16
%
53.33
Cumulative %
53.33
Satisfied
13
43.33
96.66
Neither Satisfied nor
dissatisfied
Dissatisfied
1
3.33
100.0
0
0.0
100.0
Very Dissatisfied
0
0.0
100.0
Total
30
100.0
Very Satisfied
Satisfaction on Waiting Room Facilities Offered
In Table 7.A, majority of the patients chose “Very Satisfied” from the 5-point scale
with regards to satisfaction on the facilities offered in the waiting area such as the cable
television, free Wifi, magazines, newspaper and coffee vendo machine. One among the
thirty respondents mentioned that he was neither satisfied nor dissatisfied with the
current entertainment facilities offered.
Table 7.B shows the measures of central tendency while Graph 7 shows the results
in percentage format.
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Table 7.A.
Table 7.B.
Measures of Central Tendency
Satisfaction on facilities offered
Frequency
Percent
Cumulative
Percent
16
53.33
53.33
13
43.33
96.66
1
3.33
100.00
0
0.00
100.00
0
0.00
100.00
30
100.00
Very Satisfied
Satisfied
Neither Satisfied
nor Dissatisfied
Dissatisfied
Very Dissatisfied
Total
N
30
Mean
4.5
Median
5
Mode
5
Graph 7.
Percentage of Satisfaction on facilities offered
3.3
0.0
0.0
Satisfied
43.3
53.3
Very satisfied
Neither satisfied
nor dissatisfied
Dissatisfied
Facilities Used
The respondents were also asked on which among the following facilities offered in
the waiting area they have already used:

Free WiFi

Cable TV
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
Newspapers

Magazines

Vendo Machine
A total of 79 responses were gathered from all the 30 respondents. Based on the
results (shown in Table 8 and Graph 8 below), Cable TV was the most utilized facility while
the vendo machine was the least utilized. This can be due to the location of the vendo
machine which is inside the patient’s lounge of the waiting area.
Table 8.
Facilities Used
Facility
Graph 8.
Facilities in Waiting Area Used by Patients
Responses
Cable TV
N
26
Percent
32.9%
Percent
of Cases
86.7%
Magazines
19
24.1%
63.3%
Newspaper
16
20.3%
53.3%
Free WiFi
12
15.2%
40.0%
6
7.6%
20.0%
79
100.0%
263.3%
Vendo Machine
Total
Patients’ Attitude Toward the Waiting Area
The patients were asked to enumerate the things they like about the waiting area.
Most of the patients mentioned that they like the facilities that are being offered in the
waiting area. Television and free WiFi topped the list of the facilities that the patients like
in the waiting area. Respondents also mentioned that they like the ambiance in the waiting
area with 5 respondents stating that the waiting area is comfortable. Table 9 below shows
the over-all likes of the respondents in the waiting area.
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Table 9.
Likes About the Waiting Area
Facilities
16
Ambiance
Television
7
Comfortable
Free WiFi
4
Newspapers
11
Layout
3
5
Spacious
2
Good Waiting Area
1
Wide
1
3
Nice Waiting Area
1
Service
3
Vendo Machine
3
Good Environment
1
Friendly Employees
3
Free Water
2
Clean
1
Temperature
2
Comfortable Chair
1
Good Atmosphere
1
Cool
2
Magazines
1
Safe
1
Likewise, the patients were asked about the things they dislike about the waiting
area. Eighteen respondents (60% of the sample) mentioned that they do not dislike
anything about the waiting area while two respondents did not provide information. Table
10 below shows the over-all things that the patients dislike about the waiting area.
Table 10.
Dislikes About the Waiting Area
None
18
Temperature
Humid
Some areas are hot
A bit warm
Not so cold
Not cold
6
2
1
1
1
1
Cleanliness
CR is not clean
1
1
Layout
Crowded
1
1
Facilities
Only one TV
1
1
No Info
2
Service
Long waiting time
1
1
Patients’ Suggestions
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The patients were also asked what things that is important to them that they would
like to find in the waiting area and their suggestions on how Asian Eye Institute can further
improve their waiting area.
Table 11 shows the things that are important for the patients that they want to see
in the waiting area.
It is important to note that there were eleven respondents (36.67% of the sample)
who did not give any suggestions/mentioned that there is nothing important to them that
they like to see in the waiting area.
One of them mentioned that they are already content
with the current offerings in the waiting area.
Table 11.
Things the Patients Want in the Waiting Area
Food And Drinks
13
Improvement Of Facilities
5
Free Coffee
7
Additional TV
3
Free Food
3
Faster WiFi Connection
2
Vendo Machine for Snacks
2
More reading materials
2
Free Drinks
2
Additional Aircon
1
Free Cookies
1
Improve Layout
1
Free Juice
1
More Space
1
Candy
1
None
Contented with what is in the waiting
area
No Info
11
1
1
When asked about their suggestions for the improvement of the waiting area,
among the responses mentioned by the respondents are the following:

Food and Drinks = free coffee, free cookies, vendo machine for snacks, free
juice, free drinks, and candy.
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
Improvement of facilities = faster wifi connection, additional TV, additional
aircon, and more reading materials.

Improve layout = more space in the waiting area.

Improve lighting = better lighting

Improve Queuing System = implement automated queuing system
Table 12 shows the suggestions of the patients for the improvement of the waiting
area.
Table 12.
Suggestions for Improvement
None
8
Free Food/Drinks
8
Improvement of Layout
4
Free Coffee
4
More Space
4
Improvement of Facilities
8
Free Food
2
Additional Aircon
6
Free Juice
2
Improvement of Lighting
1
Additional TV
2
Free Cookies
1
Better Lighting
1
Vendo Machine for Snacks
2
Free Soda
1
Additional WiFi Router
1
Free Popcorn
1
Queuing System
1
Expansion of Waiting Area
1
Automated Queuing System
1
Additional Couches/Chairs
1
Activities While Waiting
The patients were asked to choose among the list provided below one specific thing
they want to do to while waiting for their turn to be seen by a Doctor.

Read
25

Surf Internet

Watch Television

Listen to Music
The results showed that watching television was the activity that most patients
want to do while waiting while listening to music is the least.
Graph 13.
Table 13.
Things the patient wants to do while waiting
Watch television
Surf internet
Read
Listen to music
Total
Frequency
14
Percent
46.67
9
30.00
5
16.67
2
6.67
30
100.00
Percentage of Things the Patients Want to
do While Waiting
Aside from asking the respondents one specific activity they want to do while
waiting, they were also asked a specific type of publication (for those who chose reading),
television program (for those who chose watching TV) and genre of music (for those who
chose listening to music). Table 14 shows the choices of the respondents.
Table 14.
Specific Types of Publication, TV Programs and Genre of Music
Watch Television
Read
Listen to Music
Programs:
Type of Publication:
Genre:
Foreign Movies
10
Magazines
3
Love Songs
1
26
Local Movies
2
Newspapers
2
Old Pop Songs
1
News
1
Others
0
Modern Pop Songs
0
Variety Shows
1
Praise Songs
0
Others
0
Rock Songs
0
Classical Songs
0
Revivals
0
Others
0
For the respondents who chose watching television, most respondents prefer watching
foreign movies. For the respondents who chose reading, most respondents mentioned that
they prefer reading magazines. For the respondents who chose listening to music, they
prefer listening to love songs and old pop songs.
XII. Discussions
The study revealed that the present waiting time experience of the patients at Asian
Eye Institute (Rockwell Clinic) has an average between 21 to 25 minutes and the most
acceptable is between 11 to 20 minutes. The average waiting time is the average amount of
time experienced by the patients of Asian Eye Institute prior to being seen by the doctor.
The most acceptable waiting time is the desirable amount of time suitable for the patient’s
preference for the duration of waiting prior to being seen by the doctor. Since the Rockwell
Clinic currently has the highest percentage of unsatisfied customers when it comes to
acceptability of waiting, these findings are very important because the management needs
to know the most desirable duration of waiting time for the patients.
27
Findings about the patient’s perception with regards to the offered entertainment
facilities by Asian Eye Institute were also gathered. Most of the patients deemed the
waiting area to be slightly comfortable. Majority mentioned they were very satisfied with
the facilities and amenities offered. However, patients suggested other offerings that are
important to them while they wait.
The patient’s perception with regards to the offered entertainment facilities by
Asian Eye Institute is their ability to regard and share their insights about their experience
in utilizing the entertainment facilities offered by the Clinic. These facilities and amenities
have included free internet (WiFi), newspapers, vendo machine, magazines, and cable
television. These are the “time fillers” that will help the study identify and classify the
distracters effective in improving the waiting experience of the patients.
A number of other factors have been shown to reduce perceived waiting time in
addition to common solutions in making the waiting time of patients more bearable,
including giving patients tasks to complete during a wait (Pruyn and Smidts 1998),
providing entertainment in the waiting room on the experience of passing time (Charles
Areni and Nicole Grantham 2009), making the waiting room more pleasant and to help the
waiting customers appreciate the benefits of staying as opposed to the cost of leaving
(Robert Batt and Christian Terwiesch).
An implication that has been uncovered based from the study is that most of the
patients are satisfied with their utilization of entertainment facilities offered by Asian Eye
Institute. For the respondents’ feedback on the amenities that are utilized, 53.3% are very
satisfied, 43.3% are satisfied, and 3.3% are neither satisfied nor dissatisfied. For the
28
general ambiance in the lounge area 53.3% of the respondents are satisfied. Majority of
them are also comfortable while waiting and are very satisfied with the cleanliness of the
waiting area.
XIII. Summary
The data shows that most of the patients waited more than half an hour and the
average waiting minutes was from the duration of 21-25 minutes. The researcher let them
express the average waiting time and the data shows that the acceptable waiting time for
them would be 11-20 minutes. The results also show the things that respondents like or the
improvements they want to see in the waiting area. From the results, the respondents
wanted food and drinks like free coffee, free cookies, vendo machine for snacks, free juice
and candy. Through this research, the company can use the result of this study to further
enhance the offerings to their patients which will help enhance the waiting experience of
their patients.
XIV. Conclusions
This study revolves about the objectives of the researchers to know the patients
present experience of the patients at the Rockwell Clinic when it comes to waiting; their
attitude with regards to the clinic’s offered facilities; and the suggested offerings while in
queue of the patients of the Asian Eye Institute Rockwell Clinic.
Based from the interview and data analysis conducted, it was found that the major
issue lies beneath the waiting time. When asked about their satisfaction with their waiting
time, majority of the respondents mentioned that they are satisfied with their waiting time.
29
The waiting time encountered by most of the patients (33.33%) is more than half an hour
as provided by Table 1 and their acceptable waiting time is a maximum of 20 minutes as
indicated in Table 2.
The results also showed that the patients were satisfied with the present offerings
in the waiting area but they still want Asian Eye Institute to provide more facilities such as
free food and drinks, additional aircon system, etc.
XV. Recommendations
Based from the results of the study, majority of the patients interviewed mentioned
that they want to have free food and drinks in the waiting room of the Asian Eye Institute
Rockwell Clinic. Most of those who mentioned that they want free food and drinks
mentioned that they want to have free coffee in the waiting area.
Since the management decision is to implement the suggestion with the most
number of mentions, the management of Asian Eye Institute (AEI) shall offer free coffee to
its waiting patients. Asian Eye Institute can form exchange deals with certain coffee
companies.
Nescafe offers free beverage bars (coffee dispenser) to offices in exchange for a
certain amount of supplies (coffee, creamer and sugar) that will be purchased from them.
The management of Asian Eye Institute can explore this option as it is relatively cheap. This
option is also convenient because the beverage bar can be placed beside the existing water
dispenser in the waiting area of the Rockwell Clinic.
30
It is also recommended that the Management of Asian Eye Institute study the
possibility of implementing all the suggestions mentioned by the patient. This should be
done by analyzing the costs and benefits of implementing the same.
Recommendations for Future Research
Since our study only focused on additional facilities/offerings that Asian Eye
Institute can offer to its patients, future research can measure if the provision of additional
time-fillers were helpful in alleviating the waiting experience of the patients. A study on the
actual waiting time versus the perceived waiting time may also be conducted to measure
the effectivity of the additional time-fillers.
Future researchers can also expand the sample size of the study by interviewing the
required sample size of 385 respondents to get more ideas/opinions from more patients
and to be able to apply the best decision for management and for the patients as well.
Future researchers can also focus more closely on the possible waiting time that can be
acceptable by the patients of Asian Eye Institute. What strategies can be used to meet the
desired waiting time of the patients possible for Asian Eye Institute to commence, other
options to choose in order to minimize number of complaints received by Asian Eye
Institute from their patients, and the reasons why they wait longer rather than getting the
average amount of waiting time acceptable to them.
Future research can also use statistical sampling, rather than haphazard or
convenient sampling used in this study. Since for this research, samples were chosen based
from the patients who arrived at the clinic during the day of the survey, future researchers
can get samples based from the master list of the overall regular patients of Asian Eye
31
Institute from different branches. Through this method they can select names listed from
the record and use the sampling formula considering the desired margin of error to come
up with sufficient number of samples that will generate a higher degree of confidence for
the result of the future study. Since this research has focused only on one branch which is
located in Rockwell, Makati; future researcher/s can also select other branches of the clinic
to obtain more information and insights about enhancing the waiting experience of the
patients. In addition, other researchers can also have same number of female and male
respondents. Since this research has obtained different percentage of female and male
respondents, future researchers can maximize the number of samples based from different
branches of Asian Eye Institute to get same percentage of female and male participants.
Sources/References:
32
Asian Eye Institute Company Website: http://www.asianeyeinstitute.com
The Waiting Game.Management Today. January 2013
R. Batt& C. Terwiesch: Waiting Patiently: An Empirical Study of Queue Abandonment in an
Emergency Department. The Wharton School, University of Pennsylvania, Philadelphia
A. Pruyn& A. Smidts: Effects of Waiting on the Satisfaction with the Service: Beyond
Objective Time Measures. International Journal of Research in Marketing.Volume 15, 1998.
C. Areni& N. Grantham: (Waiting) Time Flies When the Tune Flows: Music Influences
Affective Responses to Waiting by Changing the Subjective Experiences of Passing Time.
Advances in Consumer Research, Volume 36, 1999.
W. Nie:Waiting: Integrating Social and Psychological Perspectives in Operations
Management. Omega: International Journal of Management Science, Volume 28, December
2000.
Radford
University
Website:
http://www.radford.edu/~jaspelme/Writing_Guides/Vol_6_Revised/Methods_Results_Dis
cussion_&_Conclusions_guide_revised_Jan2010.pdf
Qualifications of Researchers
33
Lara Jane Angeles is a QA Associate in Asian Eye Institute. She was a former Branch
Operations Associate in Bioessence Slimzone Silver City.
She obtained her Bachelor of Science in Marketing Management degree in University of Sto.
Tomas. She is currently taking up Masters of Business Administration at the Ateneo
Graduate School of Business.
Julienne Marie L.D. Avecilla is currently working as an Assistant Planning and Monitoring
Officer at the Philippine Amusement and Gaming Corporation (PAGCOR). She previously
held the Market Research Assistant position at the former Research and Development
Department of the same company.
She finished her Bachelor of Science Major in Applied Economics and Management of
Financial Institutions Degree at De La Salle University. She is currently taking up Masters of
Business Administration at the Ateneo Graduate School of Business.
Cristalyne N. Bustillos is a Treasury Assistant in Shopping Center Management
Corporation (SCMC-SM City San Pablo). She was a former Marketing Associate in Bank of
the Philippine Islands (BPI).
She obtained her Bachelor of Arts Major in Mass Communication in Far Eastern University.
She is currently taking up Masters of Business Administration at the Ateneo Graduate
School of Business.
34
Annie Michelle Chong is a financial service representative II in E*TRADE Financial
Services. She was a former Kindergarten teacher in Chiang Kai Shek College and
Samantabhadra Institute.
She obtained her Bachelor of Science in Commerce Major in Marketing in Chiang Kai Shek
College. She is currently taking up Masters of Business Administration at the Ateneo
Graduate School of Business.
Christian Mark S. Tunac, a Certified Public Accountant, is currently a Senior Accountant in
KPMG ManabatSanagustin and Co. CPA's; he is formerly an Audit analyst in
PricewaterhouseCoopers SDC Manila, and Accounting Associate in BernaldoDirecto and Po
Law Offices.
He finished his degree of Bachelor of Science in Accountancy and Bachelor of Science in
Management Accounting in Saint Mary's University, Bayombong Nueva Vizcaya. He is
currently taking up Masters of Business Administration at the Ateneo Graduate School of
Business.
Abstract
The research’s main objective was to understand the perception of the patients in
the Asian Eye Institute Rockwell branch with regards to the waiting area. Results clearly
show that a bulk of those who visits the clinic are between aged 45 to 65 years old.
35
The researchers used exploratory research and descriptive research. The
information gained from both methods was used to generate ideas and learn more about
preferences and perception of the patients while waiting for their turn. A survey was
administered using person-to-person approach to 30 respondents on a high-traffic day in
the clinic. The sampling method used was a combination of random sampling and
convenience sampling methods. The questionnaire was made up of three pages written in
clear and concise words.
Through the analysis of the results made, it has been identified that the acceptable
waiting time for the patients is between 11 to 25 minutes. Among all the facilities, the
television is the mostly used while the listening to the music is least used activity.
With the use of research results, Asian Eye Institute can capitalize on its resources
by allocating it to new facilities and further improve their waiting area. The researchers
recommended other strategies that help make the waiting time of the patients’ more
acceptable. Offering of free beverages such as coffee and juice to patients are good
examples of such.
Appendices
Appendix A – Glossary of Terms
Appendix B – Investigative Questions
36
Appendix C – Measurement Questions
Appendix D – Measurement Instruments
Appendix E – Letter of Request to Asian Eye Institute on Conduct of Study
Appendix F – Letter of Request to Asian Eye Institute on Conduct of Interview
Appendix G – Raw Data
Appendix H – Tables and Charts
Appendix A
Glossary of Terms
Time Fillers – Offerings in the waiting area that can make the waiting time of the patients
seem shorter; activities or facilities that the patients can do/use while waiting
37
Waiting Area – Area where patients stay prior to being seen by a Doctor
Waiting Time – The amount of time the patient consumed from being accommodated in
the reception area to being seen by Doctor.
Appendix B
Investigative Questions
1. What is the average waiting time experienced by the patients in the Rockwell Clinic?
2. What is the duration of waiting time that patients find acceptable?
38
3. How comfortable do the patients find the waiting area?
4. How do the patients find the entertainment facilities offered in the waiting area?
5. Which among the entertainment facilities offered in the waiting area do the patients
use the most?
6. What other forms of “entertainment/facilities” do patients want to enhance their
waiting experience?
7. What are the ways can the clinic offer to alleviate the dissatisfaction of the patients
in waiting?
Appendix C
Measurement Questions
1. What are things you want to do while waiting for your scheduled time of checkup/operation in Asian Eye Institute’s Rockwell Clinic?
2. Which among the facilities in the waiting area have you used?
39
3. What do you (the patients) like most about the waiting area in the Rockwell Clinic?
4. What do you (the patients) like least about the waiting area in the Rockwell Clinic?
5. How can you rate the waiting area in the Rockwell Clinic?
6. How satisfied are you with the medical care provided by Asian Eye Institute as a
whole?
7. How satisfied are you with the medical care provided by the Rockwell Clinic of Asian
Eye Institute?
8. How long did you have to wait before you were accommodated by a Doctor?
9. Do you find your total waiting time acceptable?
10. What is the ideal waiting time (in minutes) for you?
11. What are the things that are important to you that you want to see in the waiting
area?
12. What suggestions can you give to improve the waiting area?
13. What are of the Institute/clinic do you believe needs the most improvement?
Appendix D
Good Day!
(Magandang araw!)
I am a student of the Ateneo Graduate School of Business taking up MBA. As part of my requirement in my Methods of Research Class, I am
conducting a study on the Waiting Experience at Asian Eye Institute Rockwell Clinic.
(Ako po ay mag-aaral mula sa Ateneo Graduate School of Business na kasalukuyang kumukuha ng MBA. Alinsunod sa isang mahalagang
gawain na kailangan sa aking Methods of Research Class, ako po ay nagsasagawa ng isang pag-aaral tungkol sa “Waiting Experience” sa klinika
ng Asian Eye Institute Rockwell.)
I am hoping to get your inputs by answering this questionnaire.
(Ako po ay umaasang makakakuha ng impormasyon sa pamamagitan ng iyong pagsagot sa kwestyonaryo na ito.)
Your help will be greatly appreciated. Rest assured that all information that will be gathered will be treated with utmost confidentiality.
40
(Ang iyong tulong ay labis naming pangangahalagahan. Makatitiyak po kayo na ang lahat ng impormasyong makakalap ay lubusang
maituturing na kompidensyal.)
Thank you.
(Salamat)
=============================================================================================
Name of the respondent ___________________
Name of the interviewer ___________________
Date: ______________
Time: ______________
Please put (x) on the blank. (Lagyan ng (x) ang blanko)
Is this your first time to visit Asian Eye Institute?(Ito ba ang unang pagbisita niyo sa Asian Eye Institute?)
____ Yes (Oo) _____ No(Hindi)
Is this your first time to visit the Rockwell Clinic?(Ito ba ang unang pag bisita niyo sa Rockwell Clinic ng Asian Eye?)
____ Yes (Oo)_____ No(Hindi)
If first time in AEI/AEI Rockwell Clinic, terminate
If not first timer, proceed
Age(Edad):_____
Gender(Kasarian): _____ Male(Lalake)
____ Female(Babae)
Current Residence(Lugar ng Tirahan):
____ Within Metro Manila(Sa Metro Manila)
____ Outside Metro Manila(Sa Labas ng Metro Manila)
Did you come here today with an appointment (Kayo po ba ay pumunta dito ngayon na mayroong appointment?):
____ Yes(Meron)
____ No (Wala)
Who is/are your companion/s when you go to Asian Eye Institute? (Sino ang inyong kasama pag punta sa Asian
Eye Institute?
___ Alone (Mag-isa) ___ Family Member (Kapamilya) ___ Friend (Kaibigan)
Asian Eye Institute’s Waiting Area:
What do you like about the waiting area?(Ano ang nagustuhan niyo sa lugar panghintayan ng klinikang ito?)
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
What do you dislike about the waiting area? (Ano ang hindi niyo gusto sa lugar panghintayan ng klinikang ito?)
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
Which of the offerings in the Asian Eye Institute Waiting Area have you used?
(Alin sa mga sumusunod na inilalaan ng Asian Eye Institute ang iyong ginamit habang naghihintay?)
Free WiFi (Libreng WiFi) ____
Newspapers (Pahayagan) ____
Vendo Machine (Vendo Machine) ____
Magazines (Magasin)____
Cable TV (Telebisyon) ____
41
What are the things that are important to you that you would like to have in the Waiting Area? (Ano ang mga
bagay na importante sa inyo na gusto niyong magkaroon dito sa lugar na pinaghihintayan?)
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
What suggestions can you give to improve the waiting area? (Anu-ano ang mga suheystiyon niyo upang mapabuti
ang lugar panghintayan?)
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
Patient Waiting Time:
Upon arrival, how long did you to wait before being seen by a Doctor?
(Mula sa inyong pagdating, gaanokatagalangiyongpaghihintaybagomatugunanngDoktor?)
____ Less than 10 minutes
_____ 16 to 20minutes
____ 26 to 30 minutes
(Hindi bababa ng 10 minuto)
(16 hanggang 20 minuto)
( 26 hanggang 30 minuto)
____ 11 to 15 minutes
(11 hanggang 15 minuto)
_____ 21 to 25minutes
(21 hanggang 25 minuto)
____ More than 30 minutes
(Higitsa 30 minuto)
Using the scale provided, how satisfied are you with your waiting time (from arrival before being seen by a
Doctor?)
(Gamitin niyo itong 5 point scale, gaano katanggap-tanggap and oras ng inyong paghihintay mag mula sa inyong
pagdating hanggang sa pagtugon ng Doktor?)
_____ 5- Very Satisfied (Talagang Nasisiyahan)
_____ 4 – Satisfied (Medyo Nasisiyahan)
_____ 3 - Neither Satisfied nor Dissatisfied (Di masabi kung nasisiyahan o di nasisiyahan)
_____ 2 – Dissatisfied (Medyo hindi nasisiyahan)
_____ 1 - Very dissatisfied (Talagand hindi nasisiyahan)
Note: If answer above is neither satisfied nor dissatisfied/dissatisfied/very dissatisfied, ask:
What is the ideal waiting time (from arrival to being seen by a Doctor) for you? __________________
(Ano ang hinahangad mong oras sa paghihintay (mag mula sa iyong pagdating, hanggang sa pagtugon ng
Doktor?)
Activities while Waiting:(Mga Gawain habang nag-aantay ng check-up)
Please choose one in the list the things you want to do while waiting for your scheduled time of check
up/operation:(Pumili ng isa sa mga nasa listahan kung ano ang gusto mong gawin habang inaantay ang schedule
niyo para magpa-check-up/opera):
Reading (Magbasa): ____
Surfing Internet (Mag-internet): ____
Watching Television(Manood ng Telebisyon): ____
Listening to Music (Makinig ng musika):____
a. If you chose “Reading” in question 1, please check the kind of publication you most prefer. (Pick only one)
(Kung “pagbabasa” ang iyong napili ayon sa unang tanong, maaari lamang na lagyan ng tsek ang uri ng
Publikasyon na iyong nais.Pumili ng isa lamang.
42
Newspaper (Pahayagan), specify ____
Magazines (Magasin), specify____
Others (Pls. Specify)(Iba pa, tukuyin) _____________
b. If you chose “Watching Television” in question 1, please check the kind of television program you most prefer.
(Pick only one)
(Kung “Panonood ngTelebisyon” ang iyong napili ayon sa unang tanong,maaari lamang na lagyan ng tsek ang uri
ng Programang Pang-telebisyon na iyong nais. Pumili ng isa lamang.)
Local Movies (Pelikula, lokal)____
News (Balita)____
Foreign Movies (Pelikula,banyaga) ____
Variety Shows ____
Others (Pls. Specify) (Iba pa, tukuyin)__________
c. If you chose “Listening to music”in question 1,please check the genre of the song you most prefer. (Please pick
one)
(Kung “pakikinig sa musika” ang iyong napili ayon sa unang tanong, maari lamang na lagyan ng tsek ang klase ng
uri ng musika na inyong nais. Pumili ng isa lamang.)
Love Songs (Awit ng Pag-ibig)____
Old Pop Songs _____
Modern Pop Songs ____
Praise Songs (Awit ng Papuri)____
Rock Songs (Awit na Rock)____
Classical Songs_____
Revivals, specify type ________
Others (Pls. Specify)(Iba pa, tukuyin) ________
I have here a list of statements. I will read to you … Now using the scale provided, please indicate how satisfied are
you with the following:
(Gamit ang iskala na ibinigay, maari lamang na ipahiwatig kung gaano ang iyong pagkasiya sa mga sumusunod.)
Definitely
Satisfied
(Talagang
Nasisiyahan)
Somewhat
Satisfied
(Medyo
Nasisiyahan)
Neither Satisfied
nor Dissatisfied
(Alin ma’y hindi
nasisiyahan o
hindi masama
ang loob)
Somewhat not
Satisfied
(Medyo hindi
nasisiyahan)
Definitely Not
Satisfied
(Talagang
hindi
nasisiyahan)
Patient Registration at
the Front Desk
Cleanliness of the
Waiting Area (Kalinisan ng Lugar na
Panghintayan)
Comfortable Waiting
Area
(Comfortableng Lugar na
Panghintayan)
Layout of Waiting Area
(Pagkakaayos ng Lugar
Panghintayan –)
Facilities or amenities for
the Patients’ comfort like
cable TV, WIFI &
Magazines)
(Kagamitan para sa
43
kaginhawahan ng
pasyente katulad ng TV,
Wifi at mga Magasin)
General ambiance in the
Lounge Area (Kabuuang
kapaligiran ng Lounge
Area)
Surgical Scheduler
(Arrangement regarding
surgery)
Optical Dispensary
(Purchase/Inquiry of
Eyeglasses)
Billing.Cashier
(settlement of bills or
payment)
Pharmacy (purchasing of
prescribed medicines)
Optometry (Perform
specified procedures by
optometrist)
Medical Doctor
Diagnostics (Perform
specified procedures by
Nurse/Opthalmic
Technician)
Quality Service (Quality
ng Serbisyo)
NOTE: They can also answer Not Applicable if they have not used the facility
Satisfaction with Asian Eye Institute:
1. On the overall, how would you rate your satisfaction in terms of the medical care provided by Asian Eye
Institute?(Gaano ka kasiya sa pangangalagang medical na laan ng Asian Eye Institute?)SHOW CARD
44
_____ 5- Very Satisfied (Talagang Nasisiyahan)
_____ 4 – Satisfied (Medyo Nasisiyahan)
_____ 3 - Neither Satisfied nor Dissatisfied (Di masabi kung nasisiyahan o di nasisiyahan)
_____ 2 – Dissatisfied (Medyo hindi nasisiyahan)
_____ 1 - Very dissatisfied (Talagand hindi nasisiyahan)
Why did you say so? (Bakit niyo nasabi ito?)
_____________________________________________________________________________________________
_____________________________________________________________________________________________
________________________
2. What area/s of this Institute do you want to have improvements? (Saan pang bahagi o mga bahaging Institute
ang gusto niyong mapabuti pa?)________________________________________________
Thank you very much! (Maraming Salamat po!)
45
Appendix E
Ateneo Graduate School of Business
20 Rockwell Drive, Rockwell Center
Makati City 1200 Philippines
September 5, 2013
Mr. Alwin Sta. Rosa
Vice President
Asian Eye Institute
Rockwell, Makati City
Dear Mr. Sta Rosa:
Good Day!
We are MBA students from Ateneo De Manila University Graduate School of Business, currently taking up Methods
of Research Course. Part of our course requirement is to conduct a research study on a company of our choice. The
topic of the research we have chosen deals with the “Improve Operations”. We agreed amongst ourselves to study
the factors that affect the waiting time of patients at Asian Eye Institute’s Rockwell Branch. And at the end of this
research we will give recommendations on how to improve the operations to achieve customer satisfacation.
If approval is granted, the research should take until second week of November 2013 and will be done on your
convenience. The result of this study will be presented to your company for your own benefit and will remain
absolutely confidential.
Your approval to conduct this research will be greatly appreciated.
Sincerely,
_____________
Lara Jane Angeles
Research Member
______________
Julienne Avecilla
Research Member
______________
Cristal Bustillos
Research Member
______________
Annie Michelle Chong
Research Member
______________
Chris Tunac
Research Member
46
Appendix F
Ateneo Graduate School of Business
20 Rockwell Drive, Rockwell Center
Makati City 1200 Philippines
November 12, 2013
Dear Sir/Madam:
Good Day!
We are MBA students from the Ateneo Graduate School of Business currently taking up Methods of Research. We
are currently doing a research paper on how Asian Eye Institute can enhance the waiting experience of their
patients at the Rockwell Clinic.
May we seek your permission if we can conduct one-on-one interviews with patients (to be selected at random) on
November 22-23, 2013. Also, may we request assistance from the receptionist/s who will be on duty on the said
dates.
Rest assured that the study will be strictly confidential and results of the same will be provided to the management
of Asian Eye Institute.
Your approval to conduct this research will be greatly appreciated.
Thank you.
Sincerely,
_____________
Lara Jane Angeles
Research Member
______________
Julienne Avecilla
Research Member
______________
Cristal Bustillos
Research Member
______________
Annie Michelle Chong
Research Member
______________
Chris Tunac
Research Member
47
48