ISSN: 2782-893X
eISSN: 2799-0664
ISSN: 2782- 893X
— This study explored client awareness, Citizen’s Charter effectiveness, and service satisfaction for healthcare services at PhilHealth Regional Office VII – Cebu City during Calendar Years 2023-2024. Employing a mixed-methods approach, the research analyzed responses from 4,612 clients in 2023 and 2,881 clients in 2024. Findings reveal that individuals are consistently the predominant client type, with growing young professionals’ representation. Citizen’s Charter awareness rose from 59.68% to 69.57%, while perceived helpfulness increased from 61.29% to 72.46%. Overall satisfaction also improved, with notable gains in responsiveness, access, cost, and outcome dimensions. Significant correlations were found between client age and type with both Charter awareness and satisfaction, highlighting the need for demographic-specific strategies. Based on the results, eight targeted awareness activities were recommended to further enhance service delivery and governance at PhilHealth Regional Office VII – Cebu City. The research examined PhilHealth Regional Office VII’s client awareness, Citizen’s Charter impact, and service satisfaction over 2023-2024. With nearly 7,500 respondents across two years, the study found a key shift in client type from businesses to individual citizens and improved awareness and satisfaction levels. Citizen’s Charter visibility and helpfulness rose significantly, contributing to higher satisfaction ratings. Age and client type were strongly linked to both awareness and satisfaction, indicating the need for differentiated communication approaches. The results support targeted awareness initiatives as effective strategies for sustaining and enhancing service quality. Client awareness activities on Service Delivery to reach varied client segments and further improve public engagement and satisfaction. Keywords — Public Management, Citizen’s Charter, Healthcare Services, Mixed Methods Approach, Cebu City, Philippines