TONDO MEDICAL CENTER CITIZEN'S CHARTER - DOH

TONDO MEDICAL CENTER

CITIZEN’S CHARTER

2019 (1st Edition)

I. Mandate:

Republic Act No. 6375 entitled “AN ACT CREATING TONDO GENERAL HOSPITAL AND MEDICAL CENTER, DEFINING ITS PURPOSE AND OBJECTIVES, AND FOR OTHER PURPOSES” signed August 16, 1971.

Executive Order No. 119, s. 1987 entitled “REORGANIZING THE

MINISTRY OF HEALTH, ITS ATTACHED AGENCIES AND FOR OTHER

PURPOSES” signed January 30, 1987 (Renaming of the Hospital from being

“TONDO GENERAL HOSPITAL” to TONDO MEDICAL CENTER” also increasing

the bed capacity from 100 to 200 beds).

Republic Act No. 11331 entitled “AN ACT INCREASING THE BED

CAPACITY OF TONDO MEDICAL CENTER IN THE CITY OF MANILA FROM

TWO HUNDRED (200) TO THREE HUNDRED (300) BEDS, UPGRADING ITS

PROFESSIONAL HEALTH CARE SERVICES AND FACILITIES, AUTHORIZING

THE INCREASE OF ITS MEDICAL PERSONNEL, AND APPROPRIATING

FUNDS THEREFOR” Signed April 17, 2019.

II. Vision: The leading and preferred multi-specialty teaching and training

Hospital delivering the highest level of quality Healthcare in Northern Metro

Manila by 2022.

III. Mission:

Tondo Medical Center is committed to deliver safe, compassionate,

efficient, affordable, accessible and research-driven health services; and to

provide continuous professional advancement of human resources leading

to the highest level of competence and ethical standard.

IV. Service Pledge: Tondo Medical Center, a tertiary, training and service-oriented

hospital is committed to deliver safe, compassionate, efficient, affordable

and accessible health services to enhance patient satisfaction, to meet legal

and statutory requirements, and to continually improve the quality

management system.

We shall likewise provide continuous professional advancement of

human resources with the highest level of competence and ethical

standards.

Tondo Medical Center Page Number

External Services Page 6 - Acceptance of Delivery Page 7 - Animal Bite Treatment for New Patient Page 8

- Availment of Classified PhilHealth Member and Dependent to Page 9

No Balance Billing

- Blood Donation Page 11

- Client-Patient Home Visit and Conduction of Patient Page 12

- Collection of Payment Page 13

- Dental Services Page 14

- Diabetic Club for Follow-Up Patient Page 16

- Diabetic Club for New Patient Page 17

- Dietary Order Form Page 18

- ER Consultation Page 19

- ER Discharge Clearance Page 20

- Filling of Prescription for In-Patient Page 21

- Filling of Prescription for Out-Patient Page 22

- Filling of Prescription for Patient with Guarantee Letter (GL) Page 24

Medical Assistance for Indigent Patient (MAIP)

- HIV AIDS Core Team Clinic Page 26

- Housekeeping Services Page 27

- Implementation of Hospital Rules and Regulations, and Page 29

other Security Measures

- Issuance of Anesthesia OPD Clearance Page 31

- Issuance of Appointment Page 32

- Issuance of Contract of Service (Job Order) Page 33

- Medical, Medico-Legal Certificate, Certificate of Confinement, Page 34

Clinical Abstract and Birth Certificate)

- Issuance of Patient Identification Card Page 36

- Laboratory request from ER, In and Out-Patient Page 37

- Linens Distribution to all Admitted Patients Page 38

- Medical Assistance for Indigent Patients Page 39

-National Tubercolosis Control Program (NTP-TBDOTS) 0

- Non-invasive Cardiovascular Procedures for In-Patients Page 41

- Non-invasive Cardiovascular Procedures for Out-Patients Page 42


- Nutrition Counselling Page 43

- OPD Consultation for New Patient Page 44

- OPD Consultation for Old Patient Page 46

- Patient Admission from ER Page 48

- Patient Admission Process 0

- Payments of Delivery Page 51

- PCSO Referral Page 52

- Physical Therapy Patients Consultation (New Patients) Page 53

- Physical Therapy Treatment for New and Old Patients Page 56

- Procedure in Admitting a Patient Page 59

- Processing and Validation of Procurement Section Page 60

- Processing of Discharge Clearance Page 62

- Processing of Employee’s Compensation Form-HMO Page 64

Reimbursement

- Processing of Financial Transactions Page 65

- Processing of PhilHealth Requirements for Benefit Availment Page 67

- Processing of Radiology Request Examination Page 69

- Psychosocial Interview, Classification and Case Management Page 71

- Public Assistance and Complaint Page 73

- Releasing of Cash for No Balance Billing Patients Page 75

- Releasing of Checks Page 76

- Releasing of Statement of Account Page 77

- Sale of Abstract of Bids, Minutes of the Meeting Page 78

- Scheduling of OPD Minor Surgery Page 79

- Selling of Philippine Bidding Documents Page 80

- Serving of Food Page 82

- Smoking Cessation Counseling for New Patients Page 83

- Smoking Cessation Follow up-Patient Page 84

- Spirometry Testing Page 85

Internal Services Page 88

- Hospital and Office Order Issuance – HRMO Page 89

- Hospital Operation and Patient Support Service Page 90

- Issuance of Delivery Page 91

- Issuance of HR Documents Page 92

- Job Order Procedures Page 93

- OPD Patient Classification of Patient with Page 94

Diagnostic Procedure


- Preparation of Identification Card Page 98

- Preparation of Payroll Page 99

- Preparation of Voucher Page 100

- Processing of Financial Transactions and Communication Page 102

- Processing of Requests for Funding Page 103

- Request for Use of Hospital Vehicle Page 104

- Technical Support for ICT Equipment Page 108

- Training Request Process Page 109

Feedback and Complaints Mechanisms Page 110

Contacts Page 112


EXTERNAL SERVICES

Acceptance of Delivery

The Materials Management Section receives the delivery of supplies/materials and

have the delivered items inspected in conformity with Purchase Order Specifications.

Office or Division: Materials Management Section

Classification: Simple

Type of Transaction:

G2B – Government to Supplier

Who may avail: Supplier

CHECKLIST OF REQUIREMENTS WHERE TO SECURE Actual Item/s Supplier

Sales Invoice/Delivery Receipt Supplier

Warranty, Preventive Maintenance and Calibration Certificate, Manual (for Equipment)

Supplier

Purchase Order/Order Form for Ordering Agreement

Materials Management Section, Procurement Section

Inspection and Acceptance Report (IAR) Materials Management Section

CLIENT STEPS AGENCY ACTIONS FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Visit the Materials Management Section. *Make sure Purchase Order/Order Form is signed.

1. Receives the delivered items in conformity with Purchase Order specification, together with other documents needed.

2. Prepares checklist in receiving supplies.

3. Prepares Inspection

and Acceptance Report (IAR) for inspection of Agency Inspector.

4. Inspects the delivered items by Agency Inspector.

None

20 minutes

Adm. Assistant I Adm. Aide III

Adm. Officer III Adm. Officer V

Supervising Adm. Off. Agency Inspector

TOTAL: None 20 Minutes

ANIMAL BITE TREATMENT FOR NEW PATIENT

The Authorized Animal Bite Treatment Center personnel/ staff are categorizing the

Animal/Human Bite or scratches. Post Exposure Prophylaxis given according to the PEP

Card Schedule.

Office or Division: Public Health Office Classification: Simple Type of Transaction: G2C Who may avail: All

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Hospital Card (1 original) Admitting and Information Section

Referral Form (1 original) Hospital/Clinic of Origin


PROCESSING TIME

PERSON RESPONSIBLE

1. Patients presents hospital card to E.R Triage Officer

1 Clerk or nurse interviews and gathers patient’s data

None 25 Minutes Clerk and Nurse

1.1 Physician or ABTC nurse examines the patient

None 15 Minutes Resident on duty/ ABTC Nurse or Doctor

1.2 ABTC nurse secures the vaccine from the pharmacy

None 5 Minutes ABTC Nurse/Pharmacist

1.3 ABTC nurse administers vaccine

None 10 Minutes

ABTC Nurse


Availment of Classified PhilHealth Member and Dependent to No

Balance Billing

This is in compliance to PhilHealth and Department of Health classification regarding

No Balance Billing policy.

Office or Division: Billing and Claims Section Classification: Simple Type of Transaction: G2C – Government to Citizen Who may avail: All


PhilHealth Benefits Eligibility Form (1 original)

Billing and Claims Office

Claim Signature Form (1 original) Employer/Billing and Claims

Certification Eligibility 1 (1 original) PhilHealth Branches

Point of Service certification 1 (1 original) Medical Social Service

Member Data Record (1 photocopy) PhilHealth Branches

PhilHealth Member Registration Form (1 original):

1. Registered Birth Certificate (1 photocopy)

2. Registered Marriage Contract (1 photocopy)

3. Senior Citizen ID (1 photocopy) 4. 4ps ID (1 photocopy)

Billing and Claims Office NSO/PSA Offices NSO/PSA Offices Local Government Offices (City Hall) Local Government Offices (City Hall)


PROCESSING TIME

PERSON RESPONSIBLE

2. Patient/ Relative proceed to Billing and Claims

1. Interview the patient relative as to PhilHealth category (Indigent, 4ps member, kasambahay, lifetime member, senior citizen, LGU and hospital sponsored)

2. Perform an application entry to hospital software system (MEDIX) and tagged as NBB.

None

None

5 Minutes

2 Minutes

PhilHealth Staff

PhilHealth Staff

1. Print all the

necessary forms

to be signed and

reviewed by the

member.

2. Gather the

required forms

properly

accomplished by

the member.

3. Prepare/print the

Notice of

Admission form

with NBB tag for

submission to

the ward

None

None

None

1 Minute

1 Minute

1 Minute

PhilHealth Staff

PhilHealth Staff

PhilHealth Staff

TOTAL:

None

10 minutes

Blood Donation

To provide safe and adequate blood.

Office or Division: Department of Pathology and Laboratory


Type of Transaction: G2C – Client is transacting public

Who may avail: Voluntary Blood Donor


None None


PROCESSING TIME

PERSON RESPONSIBLE

1. Accomplishes donor history question- naire

1. Interview of blood donor

None 5 minutes

Blood Bank Physician Blood Bank Nurse

2.Physical examination and hemoglobin determination

None 5 minutes


3.Bleeding of donor

None 10 minutes


Leaves blood donation area uneventfully

4. Post donor care

None 30 minutes Blood Bank Physician Blood Bank Nurse

TOTAL: None 50 minutes

Client/Patient Home Visit and Conduction of Patient

For the abandoned, neglected and certified no relative but indigent patients who are

voluntarily surrendered himself to an institution.

Office or Division: Medical Social Service Department Classification: Simple Type of Transaction: G2C – Government to Citizen Who may avail: Hospital Ward, Motor pool, Medical Social Service, Medical Records,

Barangay Hall, Police Station CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Ward referrals, Trip ticket, Social Case Summary Report, Home Visit/Conduction Form

Hospital Ward, Motorpool, Medical Social Service

Barangay Certificate, Medical Certificate/ Medical Abstract, Police Blotter

Medical Records, Barangay Hall, Police Station


PROCESSING TIME

PERSON RESPONSIBLE

1. Present Letter of Referral from the Ward, Trip Tickets Social Case Study Report, Medical Certificate, Police Blotter Home visit and conduction Report Barangay Certificate Social Case Study Clinical Abstract

1. Serve the referral from the ward for patients need (Home visits and Home Con- duction) Interview of patient for home visits If Abandoned Pa- tient prepare necessary documents for receiving agency Coordination and Networking

1.1. Patient secure clinical abstract at the Medical Record

Section. 1.2. Preparation of patient and ward for the patient’s conduction. 1.3 Referral of patient to the receiving agency

None

50.00 pesos

30 minutes

15 minutes

30 minutes

2 hours

Social Welfare Officer -Driver -Doctor

-Admin. Staff

Social Welfare Officer

Ward Nurse/ Doctor Social Worker

Driver Patient

Social Worker, Nurse/Doctor,

Receiving Agency

TOTAL: 50.00 3 hours and 15 minutes

COLLECTION OF PAYMENT

Cashier’s office provides a systematic flow in collecting various payments and Issuance

of Official Receipt.

Office or Division: Cashier Operation Section Classification: Simple Type of Transaction:

G2C- Government to Citizen G2G- Government to Government G2B- Government to Business Entity

Who may avail: All CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Statement of Account Nurse Station/Cost Center

Order of Payment /Charge Slip Cost Center

Payment Form Procurement Section


PROCESSING TIME

PERSON RESPONSIBLE

1. Patient/ relative of patient presents the Statement of Account/Request Form/ Payment Form to the Collecting Officer

1. Collecting Officer recomputes the bill

1.1 Accepts payment base on Statement of Account/Request Form/Payment Form 1.2 Issues Official Receipt

None 5 minutes Sub-Collector on duty

2. Patient counts change before leaving the counter

2. Gives the change None

1 minute Sub-Collector on duty


Dental Services

Flow Chart/Scheduled Fees & Charges for Dental Services

Office or Division: Dental Department Classification: Highly Technical Type of Transaction: G2C – Government to Client Who may avail: All person seeking oral health care


Hospital Card OPD – Records Section


PROCESSING TIME

PERSON RESPONSIBLE

1. Arrives at the dental clinis

1. Accomplish Dental

Chart takes and register

vital signs

None 5 minutes Dental Aide

2. Consultation

2. Takes present case

history. Performs oral

examination. Assesses

the case.

2.1 Issues charge slip

for the desired

procedure.

None 15 minutes

Dentist

Dental Aide

3. Pays the required fee for the procedure

3. Surgical procedure:

Simple extraction

with spongostan

Lower molars

with spongostan

Odentectomy

Preventive:

Oral prophylaxis

Permanent filling

200.00/

tooth

40.00/pc

260.00/

tooth

40.00/pc

1500/

tooth

200.00/

sitting

300.00/

surface

15 minutes

25 minutes

1 hour

20 minutes

20 minutes

Dentist

Dental aide

with Calcium Hydroxide

with Intermediate

Restorative materials

Occlusal Reduction

320.00/

surface

310.00/

surface

120.00/

tooth

30 minutes

30 minutes

15 minutes

Undergone the

procedure

4. Gives medications,

advices. Give chair side

education. Assigns date

of follow-up.

None 10 minutes Dentist

Leaves the Dental

Clinic

5. Accomplishes Dental

Charts.

5.1 Cleans, Sterilizes

instruments

None 5 minutes

Dentist

Dental Aide

TOTAL:

Fees

vary

per

prescri

bed

manag

ement

Processing

time vary per

prescribed

management

Diabetes Club for Follow-up Patient

Diabetes Club provides free consultation, lay forum and group sessions every 2nd week

and last Thursday of the month.





PROCESSING TIME

PERSON RESPONSIBLE

1. Patient presents hospital card to Diabetes Club Clinic Staff who then retrieves patient record

1 Physician examines and manages the patient accordingly

None 30 Minutes Diabetes Club Coordinators


Diabetic Club for New Patient

Diabetes Club provides free consultation, lay forum and group sessions every 2nd week

and last Thursday of the month.





PROCESSING TIME

PERSON RESPONSIBLE

1. Patient presents hospital card to Diabetes Club Clinic Staff who then retrieves patient record

1.1 DM Coordinators interviews and gathers patient’ s data

None 30 Minutes Diabetes Club Coordinator

1.2 Physician examines and manages the patient accordingly

None 15 Minutes Resident on duty


Dietary Order Form

Order Form plays an integral part of the receiving procedure for the operation of the Nutrition

and Dietetics Service, it is also the basis for the awarded supplier for the schedule and

monitoring of their deliveries.

Office or Division: Nutrition and Dietetic Service Classification: Complex Type of Transaction: G2B – Government to Business Entity Who may avail: Awarded Bidder


Purchase Order Procurement Section


PROCESSING TIME

PERSON RESPONSIBLE

1. Awarded Bidder will present the copy of the Purchase Order

1. Check the copy of the Purchase Order.

None 2 mins Nutritionist Dietitian/ Administrative Aide

2.Sign In the Acceptance Logbook

2. Give Logbook to the bidder

None 1 min Nutritionist Dietitian/ Administrative Aide

3. Accept the approved Order Form

3. Issue approved Order Form to the bidder

None 1 min Nutritionist Dietitian/ Administrative Aide


ER Consultation

To properly triaged patient and designate to clinical specialty for accurate

assessment and provide appropriate emergency management

Office or Division: Emergency Department Classification: Complex Type of Transaction: G2C- Government to Citizen Who may avail: All patient


Patient Information Slip Patient Identification Card

Emergency Department Information Section


PROCESSING TIME

PERSON RESPONSIBLE

1. Patient goes Triage Area for initial evaluation

1. Triaging None 1 minute Triage Officer

2. Patient/ Companion fills up patient Information Slip, and secures Patient Identification Card

2. Registration None 2 minutes ED Encoder

3. Patient goes/brought to designated clinical specialty area and provides complete clinical history

3. Patient Assessment None 30 minutes Resident Physician on Duty

4. Patient signs consent to care and management

4. Patient Management None 1 hour Resident Physician on Duty, Nurse on Duty

TOTAL: None 1 hour, 33 minutes

ER Discharge Clearance

To facilitate discharge of patient after providing quality emergency care and

prescribes home medication and gives health instructions

Office or Division: Emergency Department Classification: Complex Type of Transaction: G2C – Government to Citizen Who may avail: All patient


Discharge Slip Emergency Department

Patient’s Prescriptions and Home Instructions

Emergency Department


PROCESSING TIME

PERSON RESPONSIBLE

1. Patient accepts prescribed home medication and health instructions

1. Orders patient for discharge and provide appropriate home medication and health instructions

None

5 minutes ED Resident on duty

2. Patient’s companion accepts hospital bill

2. Makes necessary charges on all medicines/ supplies used and procedures done to the patient.

None 5 minutes ED Nurse on duty

3. Patient’s companion proceeds to Medical Social Service if necessary

3. Evaluation for financial assistance if necessary

None 5 minutes Medical Social Worker/ Senior House

Officer

4. Patient’s companion settle hospital bill

4. Collects payment Depends on the case

2 minutes Cashier

5. Patient/ Patient’s companion fills up survey form

5. Assist in filling out the survey form

None 3 minutes Nurse/Nursing Aide

6. Patient/ Patient’s companion present discharge clearance to ED security guard

6. Issuance of patient’s clearance

None 3 minutes Nurse/Nursing Attendant, Radiology/

Med tech on duty, Security guard on duty

TOTAL: Dependson the case

23 minutes

Filling of Prescription for In-Patient

Dispensing is the act by a registered pharmacist of filling a prescription or doctor’s

order on the chart for a specific patient. The pharmacist provides medications on a

24-hour basis.

Office or Division: Pharmacy Section Classification: Simple Type of Transaction: G2C – Government to Citizen Who may avail: All admitted patients


Valid and complete prescription Drug issuance with complete data

Physician on duty and Nurse on duty


PROCESSING TIME

PERSON RESPONSIBLE

3. Present the prescription and drug issuance

5. Checks the completeness of the drug issuance / prescriptions and availability of medicines

None 12 Minute Pharmacist

1.2 Fills the prescription and dispense the medicines. If the medicine is not available, instruct the Nurse/NA II accordingly

None 30 Minutes Pharmacist

2. Nurse/NA II checks the dispensed medicines by the pharmacist against the prescription/drug issuance/log book

2. Records dispensed medicines in the log book

None

30 Minutes Pharmacist/Nurse / NA II

3. Nurse / NA II signed the prescription/drug issuance/log book after checking the medicines received

3. Release the medicines

None 2 Minutes Pharmacist/Nurse / NA II

TOTAL: None 1 Hr 14 Min

Filling of Prescription for Out-Patient

Dispensing in hospital pharmacy is intended also for its outpatients and the general

public with a valid and complete prescription.

Office or Division: Pharmacy Section Classification: Simple Type of Transaction: G2C – Government to Citizen Who may avail: All patients from OPD, and other clinics


For Senior Citizen: Senior Citizen's ID Purchase Slip or Booklet

Office of the Mayor

Authorization Letter to Representative Patient

Prescription Physician

Charge slip/ Order of payment Pharmacy

Official Receipt Cashier


PROCESSING TIME

PERSON RESPONSIBLE

4. Present the prescription duly signed by the physician

1. Checks the completeness of the prescriptions and availability of medicines

None 5 Minutes Patient/ Patient’s companion/ Pharmacist

1.1 If the medicine/s is available, the pharmacist notes the prices on prescription. If the medicine is not available, return the prescription and instruct the patient

Depends on the price/s of the

medicine/s being bought

5 Minutes Pharmacist

2. Payment

2. Issue charge slip/order of payment and instruct the patient to pay at the cashier

None 7 Minutes Pharmacist Patient/ Patient’s

companion

2.1 Receives the receipts and notes the OR number in the prescription and duplicate charge slip/order of payment 2.2 Stamps OR as “claimed”


Issue the medicines to the patient/client and instruct the patient/client on how to take the medicines



Filling of Prescription for Patient with Guarantee Letter (GL) / Medical

Assistance for Indigent Patient (MAIP)

Dispensing is an important part of the practice of pharmacy in which the pharmacist

interprets the prescription not just for inpatients but also for out-patients and the

general public. Some patients who cannot afford to buy their medicines, seek the help

of the DOH and some government officials for assistance.

Office or Division: Pharmacy Section Classification: Simple Type of Transaction: G2C – Government to Citizen Who may avail: All out- patients with prescriptions and medical assistance/guarantee

letter CHECKLIST OF REQUIREMENTS WHERE TO SECURE

For MAIP holder : Prescription/s (1 original, 1 photocopy )

Physician

Guarantee Letter Issue Slip (1 original, 1 photocopy)

Congressman/ Senator/ DOH


PROCESSING TIME

PERSON RESPONSIBLE

5. Present the prescription duly signed by the physician

1. Checks the GL and the completeness of the prescriptions and availability of medicines

None 7 Minutes Patient/ Patient’s companion/ Pharmacist

1.1 If the medicine/s is available , the pharmacist issues charge slip. If the medicine is not available, return the prescription and instruct the patient.

Depends on the

price of the

medicine

10 Minutes Pharmacist

2. Form Completion

2. Advise the patient to go to the Medical Social Service and make a photocopy of the GL and prescriptions

None 15 Minutes Pharmacist Patient/ Patient’s

companion Medical Social

Worker

2.1 Receives the photocopy of the GL and prescriptions with


notation from the Social Service.

2.2 Issue the medicines and instruct the patient on how to take the medicines



HIV/ AIDS CORE TEAM CLINIC

A team of Doctor, Nurses, Medical Technologist, Social Worker, Dentist and other

health care personnel in charge of HIV and AIDS management in the hospital. The

departments goal is to be the center of excellence in prevention, treatment, care and

support for people living with HIV & AIDS in the Philippines.

Office or Division: HACT Classification: Simple Type of Transaction: G2C Who may avail: All


Hospital Identification Card for walk-in clients. TMC Out-Patient Medical Records

Hospital Identification Card and Consultation sheet if referral from other department.

TMC Out-Patient Medical Records and Referring Department consultation sheet

Client Steps Agency Actions

Fees To Be Paid

Processing Time

Person responsible

1.Submit the required document to the HACT Counselor.

1. Receives request/ referral form

None 1 Minutes HACT Counselor

2. Provide additional information if needed.

2. Cross-checking patient’s information with patients Hospital Identification Card


3.Cooperate with the pre-test counselling upon signing the inform consent.

3. Inform Consent/ Conduct pre-test counselling


4.HIV testing will be facilitated at the Hospital Laboratory.

4. HIV Testing

None 5 Minutes HIV Proficient Medical Technologist

5.Return to the HACT clinic on the scheduled date/time given by the counselor.

5. Releasing of result

and Post-test Counselling



Housekeeping Services

Maintaining the general cleanliness and sanitation of the hospital

Office or Division: Housekeeping Section Classification: Complex Type of Transaction: G2C Government to Citizen

Who may avail: General public inside the vicinity of the hospital which needs assistance in cleanliness and sanitation


Daily Cleaning and Sanitizing Checklist Housekeeping Section


PROCESSING TIME

PERSON RESPONSIBLE

6. Request for Cleaning and Sanitizing of all floors, rooms, hallways and lobbies.

6. Sweeping, dusting, scrubbing, mopping and polishing of all areas concern.

None 30 mins Contractual Janitorial Administrative Aide I/

Hospital Housekeeper/ Administrative

Assistant II

2. Request for Cleanliness and

Sanitation of Comfort Rooms

7. Cleaning and sanitizing of all toilets of the hospital.

None 30 mins Contractual Janitorial Administrative Aide I/


Assistant II

3. Disposal of hospital garbage and waste.

8. Segregates all hospital waste and recycle all recoverable materials.

3.1 Housekeeping Personnel empties, washes and sanitizing the container with soap, water and disinfectant before returning to its place. 3.2 Collects and transport waste prior at the end of every shift with color coded trolley that can accommodate three collection bins that will meet the requirements TMC/Health Care

None

None

None

One hour and 15 mins

Contractual Janitorial Administrative Aide I/


Assistant II

Waste Management. 3.3 Deposits collected waste in the garbage / storage / depository unit.

4. Request for cleaning

of driveways, parking

spaces and surroun-

ding.

4. Sweeping and

scrubbing of all areas

concern..

None 15 mins Contractual Janitorial

Administrative Aide I/

Hospital

Housekeeper/

Administrative

Assistant II

5. Watering of orna-

mental plants.

5. Trims and waters

ornamental plants and

trees.



Hospital

Housekeeper/

Administrative

Assistant II

6. Assistance of Engi-

neering Department

activities and Supply

Section for their con-

demned materials

and supplies.

6..Transfer and

Transport of condemned

materials and supplies.



Hospital

Housekeeper/

Administrative

Assistant II

TOTAL: None 3 hours, 30

minutes

Implementation of Hospital Rules and Regulations, and other Security

Measures

In order to maintain quality service to the employees, patients, and clients as well, the

security section is in-charge of maintaining peace and order in the hospital facility.

Office or Division: Security Section / Administrative Service Classification: Complex Type of Transaction: G2C – Government to Client, G2G Government to Government Who may avail: Hospital’s employees, patients and clients.


Security Logbooks, Firearm’s Depository Slip, Cadaver Release Form, Construction Workers ID, Visitor’s Pass ID

Security Office

Watcher’s Pass ID Information Section


Fees To Be Paid

Processing Time

Person responsible

1. Immediate relative or patient’s companion who know the details of the patient as well of how the incident happened for police investigation assisted by Guard on Duty.

1. Blotter of Medico-Legal case brought in at Emergency Room

None 20 Minutes Security Guard assigned at ER

2. Driver on Duty will submit the Trip Ticket to Guard on Duty to have it signed and be recorded.

2. Record and signed all trips of hospital’s vehicle

None 3 Minutes Ambulance Driver ER Security Guard

3. Guard on Duty will record all messages received from HEMS-OPCEN, then relay it to hospital management.

3. Take note of messages coming from HEMS-OPCEN

None 5 Minutes ER Security Guard

4. Releasing of cadaver with corresponding documentation and identification by Guard

4. Implement hospital policy on cadaver release

None 15 Minutes ER Security Guard

on Duty to the relatives.

5. All firearms and/or

deadly weapons are

prohibited inside the

hospital premises and

therefore, must be in

custody of Guard on

Duty.

5. Enforce safe depository of firearms and deadly weapons

None 15 Minutes Security Guard

assigned at Main

Lobby

6. All hospital

equipment being pulled

out or deliver needs to

be inspected by Guard

on Duty and with

corresponding

documents.

6. Check, verify

and record all

hospital

equipment being

pulled out or

deliver


assigned at Main Gate

7. Corresponding ID for

patient’s watcher,

construction workers

and clients shall be

issued by Guard on

Duty for proper

identification.

7. Issuance of

Watcher’s Pass

vehicle gate

pass

construction

work pass &

visitor’s pass


assigned at Main Gate

and at Main Lobby

8. Guard on Duty will

conduct roving rounds

every now and then as

part of security

measures within the

hospital premises.

8. Conduct routine

inspection on

hospital

premises

None 20 Minutes Roving Security Guard

TOTAL: None 1 hour, 53

minutes

Issuance of Anesthesia OPD Clearance

The Anesthesia OPD Clearance is issued to all patients who will undergo surgery under

any kind of anesthesia procedure prior to admission or scheduling. They may or may not

need additional laboratory examinations or Pediatric or Medical Clearance as mandated

by the existing hospital and/or departmental policies and procedure.

Office or Division: Anesthesia Department Classification: Highly Technical Type of Transaction: G2C Who may avail: All


Medical Clearance/Risk Stratification for all patients 40 years old and above

Medical OPD Office

Pediatric Clearance for all patients below 18 years old

Pediatric OPD Office

All patients 18 years old to less than 40 years old, all needed laboratory result’s validity is 1 month

Department of Pathology and Laboratory


PROCESSING TIME

PERSON RESPONSIBLE

1. After securing a queuing number, proceed to OPD Specialty Clinic 1 only during Mondays, Wednesdays and Thursdays at 1-3pm

1. Receives referral from concerned department for pre-operative anesthesia clearance

None 1 Minute Medical Officer

2. Secure completeness of lab results and risk stratification if necessary


3. Assesses/ Examines patient

None 5 Minutes Medical Officer

4. Instructs patient on the anesthetic plan and management

None 5 Minutes Medical Officer

5. Instructs patient to return to main service for scheduling and further instructions



Issuance of Appointment

Processing of appointment of selected applicants

Office or Division: Human Resource Management Office Classification: Complex Type of Transaction: G2C – Government to Citizen Who may avail: Applicants for appointments


Checklist of Requirements for Newly Hired Applicants

Human Resource Management Office


PROCESSING TIME

PERSON RESPONSIBLE

7. Approved Compa- rative Assessment Report

9. Issuance of Checklist for Appointment

None 1 day HRMO Staff

2. Complete requirements for appointment based on the checklist issued.

2. Preparation of Appointment

None 5 days HRMO Staff

3. Approved / Signed Appointment by the MCC II

3. Issuance of Appointment


TOTAL: None 7 days

Issuance of Contract of Service (Job Order)

Provide contract to the successful candidates for the new position and Job-order who

are entitled for renewal.

Office or Division: Human Resource Management Office Classification: Highly Technical Type of Transaction: G2C - Government to Citizen Who may avail: Successful applicants


Contract Human Resource Management Office

Approved Letter for Renewal & Evaluation Form

Job-Order Supervisor & MCC


PROCESSING TIME

PERSON RESPONSIBLE

8. Approved Compa- rative Assessment Report

10. Issuance of Checklist For Contract of Service


2. Complete requirements based on the checklist issued. Approved letter for Renewal Signed Evaluation Form

2. Preparation of Contract of Service

a. New b. Renewal

None

1 day 2 days

HRMO Staff

3. Signed Contract

3. Issuance of Contract Of Service (I.O) for Notary


TOTAL: None 9 days

Issuance of needed certification and other documents (Medical/

Medico-Legal Certificate, Certificate of Confinement, Clinical Abstract

and Birth Certificate)

Health Information Management Section is tasked to process, analyze, maintain, and

safekeep all health records created/maintained in the health care facility.

Office or Division: Health Information Management Section (HIMS) Classification: Simple Type of Transaction: G2C - Government to Citizens Who may avail: All Patients and Authorized Person


-Government issued Identification Card (ex.GSIS,SSS, Philhealth, Brgy. ID, etc.

-From any Govt. agencies

-SSS, GSIS,Insurance forms depending on type of requested documents

-SSS, GSIS, Insurance Company

-Hospital Patient Card -TMC

-Resident Certificates of mother and father for admission/acknowledgement of paternity

-Brgy. Office/City Municipal Office

Situational Requirements: -Marriage Certificate for verification purposes -Photocopy of Death Certificate for deceased patient -Affidavit of Guardianship

-Phil. Statistics Authority -Phil. Statistics Authority -Barangay office


PROCESSING TIME

PERSON RESPONSIBLE

1. Patient/ Authorized Representative proceeds to window No. 1 or 2 and request needed documents -Patient presents valid I.D. with photocopy/Hospital Card -Presents valid I.D. (with photocopy) of authorized representative together with properly signed

1.Issues charge slip to

patient or authorized

representative

Php

50.00

recors

below

10 yrs/

Php

100.00

for 10

yrs.

Above

addition

al

5.00/co

1 minute HIMS Staff

authorization letter and valid I.D. -Submit required forms (e.g. SSS, GSIS, Insurance etc.)

py of

attach

ments

2. Patient/Authorized Representative proceeds to cashier for payment

2. Collects payment

50.00

for

current

record/

100.00

for 10

yrs.

above

5 minutes Cashier

3. Patient/Authorized Representative presents official receipt to Window 1 or 2

3. Issues appointment

slip None 1 minute HIMS Staff

4. Retrieves patient

record for preparation of

requested documents

and signing.

None 2 days HIMS staff/Attending

Physician

5. Release of requested

documents None 1 minute HIMS staff

6. Issues appointment

slip for scheduled

patients

None 1 minute HIMS staff

*same day release for

patients who requested

immediately after their

check-up (OPD& ER)

-Clinical abstract and

Certificate of

Confinement are

released on the same

day

TOTAL:

Php

100.00/

50.00

addition

al

5.00/co

py

2 days,

9 minutes

Issuance of Patient Identification Card

Proper steps to Follow in creating and issuance of Patient Identification Card

Office or Division: Admitting and Information Section Classification: Simple Type of Transaction: G2C Who may avail: All clients who wants to avail Government health care Services


Patient Information Sheet Admitting and Information Section

Patient Identification Card Admitting and Information Section


PROCESSING TIME

PERSON RESPONSIBLE

1. Fill out Patient Information Sheet

1. Receives Patient Information Sheet from patient/patients companion/informant

None 30 Seconds Admitting Staff

2. Validates data written on the Patient Information Sheet

None 3 Minutes Admitting Staff

3. Searches from the Hospital information system if with previous hospital record


4. Assigns Health Record Number to New Patient


5. Issue Patient Hospital Identification Card to patient/patient companion/informant


TOTAL: None 6 Minutes, 5

Seconds

Laboratory request from ER, In and Out- Patient

Objective: To release timely, accurate and reliable laboratory results

Office or Division: Department of Pathology and Laboratory Classification: Simple Type of Transaction: G2C – Client is transacting public Who may avail: All who need medical consultation/treatment


Laboratory request Attending Physician


PROCESSING TIME

PERSON RESPONSIBLE

9. Presents laboratory request

2. Receives laboratory results

11. Receives laboratory request

2. Encodes and renders laboratory request on the computer 3. Extracts blood and receives urine and other specimen 4. Performs requested laboratory test 5. Records results of laboratory tests done 6. Releases laboratory results .

None 2 mins

2 mins

2 mins 1hr (STAT) OPD (within a day)

2 mins

2 mins

Laboratory Receptionist

Laboratory Receptionist

Medical Technologist



Laboratory receptionist

TOTAL: None 1hr and 10 mins,

Linens Distribution to all Admitted Patients

Clean linens to be distributed to admitted patients.

Office or Division: Linen and Laundry Section Classification: Simple Type of Transaction: G2C Who may avail: Patients


Daily Monitoring sheet and logbook Linen and Laundry Section

SOA with Delivery Receipt Outsource client (Kalinisan Steam Laundry, Inc)


PROCESSING TIME

PERSON RESPONSIBLE

10. Present Kalinisan Delivery Receipt, Outsourcing Monitoring Sheet

12. Receives clean linen from outsourced provider and ensures accurate quantity and quality of linen.

None 45 min Linen and Laundry Staff, Hospital Inspector and

Outsourcing staff

2. Distributes linen to all admitted patients

13. Issuance of hospital linen and makes bed preparation.

2.1 Daily changes of linen per ward, collection of soiled linen and curtains.

None

None

15 min

4 hours

Linen Staff/Patient Relative

Linen Staff

3. Accomplished Out- Sourcing Monitoring Sheet

3. Daily Inventory of Linen

None 3 mins Linen Staff

4. SOA with Delivery Receipts

4. Receives SOA and checks daily Delivery Receipts

None 20 mins Linen Staff

5. Accomplish Job Request Form

5. Perform sewing and mending Viceral pack

None 1 hour Seamstress

TOTAL: None 6 hours, 23 minutes

Medical Assistance for Indigent Patients

Medical Social Workers assistance to the Indigent Patients settled their charges in free

of charges.

Office or Division: Medical Social Service Department Classification: Simple Type of Transaction: G2C – Government to Client Who may avail: Patients


Statement of Account, Charge Slip, Referral and Result

Out Patient Department, Emergency Section, Billing Section, Laboratory, ECG, 2D Echo, Radiology Department

Social Case Summary, Guarantee Letter Medical Social Service, Local City Social Welfare and Development (CSWD) and Department of Health


PROCESSING TIME

PERSON RESPONSIBLE

1. Present Statement of Account from the Billing Section Accomplished Referral form

Social Case Study Referral Form Social Case Study Diagnostic

Procedures/Results Patient/Relatives will

proceed to the Department of Health – Public Assistance Unit to seek Medical Assistance

1. Referral of Patients who are in need of assistance

1.1 Accomplishment of of Social Case

Summary 1.2 Medical Social Worker will receive the Guarantee Letter to settle the patient’s charges

None

20 mins

24 hours and 20 minutes


Social Welfare Officer / City Social Welfare Department Social Worker/ Relative


TOTAL: None 24 hours and 40 minutes

NTP TB-DOTS Clinic

The National Tuberculosis Control Program TB DOTS Clinic provides the updated

standardized policies and guidelines on the provision of quality TB care and the

necessary systems to put in place to enable us to address the problem of TB. All

health care providers, therefore, must provide TB diagnostic, treatment and

counselling services to patients in accordance with the MOP. This will ensure that

TB patients get cured, duration of TB transmission is reduced, and poor outcomes

are prevented.

Office or Division: NTP Classification: Simple Type of Transaction: G2C Who may avail: All


Hospital Identification Card TMC Out-Patient Medical Records

Sputum Result (GeneXpert) TB DOTS clinic

Chest X-Ray result Radiology Department


Fees To Be Paid

Processing Time

Person responsible

1.Submit the required document to the NTP Nurse for initial assessment.

6. Receives referral form

None 1 Minutes NTP TB-DOTS Staff

2.Provide additional information if needed.

7. Cross-checking patient’s information with patients Hospital Identification Card


3.Validate the data/information given.

8. Assesses/Examines patient


4.Follow up schedule will be written at the back portion of the Hospital Identification Card.

9. Scheduling of Patients for Follow up TBDC result


5.Return to the clinic at the scheduled date/time.

10. Follow up Result None 2 Minutes NTP TB-DOTS Staff


Non-invasive Cardiovascular Procedures for In-Patients 1. 2-Dimensional Echocardiogram

2. Treadmill Stress Test

Office or Division: Heart Station Classification: Complex Type of Transaction: G2C – Government to Citizen Who may avail: All Out-patients needing any of the above mentioned procedure.


Completely filled-up request form Referring medical doctor

Client Steps Agency Actions Fees To Be

Paid Processing

time Person

responsible

1. Submission and checking of request/referral form.

1.1 Receive the request/referral form and check for completeness.

1.2 Issuance of charge slip.

1.3 Provide instruction for payment, schedule and release of results.

None 5 minutes Heart Station Staff

2. Payment of fees (cashier, request for medical assistance form social worker)

2.1 Pay to cashier. 2.2 Refer to social

service

2D Echo Doppler – Php3300

2D echo Plain – Php2800 Treadmill - Php1600

5 minutes Heart Station Staff

3. Scheduling 3. Assign date and time to perform the procedure.


4. Performance of procedure

4. Explain the procedure to be perform to patient.


5. Releasing of results. 5. Interpret the procedure done. 5.1 Typing of results. 5.2 Issuance of result.

None 2 weeks Cardiologist

Heart Station Staff

Heart Station Staff

TOTAL: Fees may vary per

procedure

2 weeks, 1 hour, 13 minutes

Non-invasive Cardiovascular Procedures for Out-Patients 1. 2-Dimensional Echocardiogram

2. Treadmill Stress Test

3. 24 Hour Holter Monitoring

Office or Division: Heart Station Classification: Complex Type of Transaction: G2C – Government to Citizen Who may avail: All In-patients needing any of the above mentioned procedure.


Completely filled-up request form Referring medical doctor


Paid Processing

time Person

responsible

1. Submission of request form through computer system.

1.1 Receive the request form and check for completeness.

1.2 Assign date and time to perform the procedure.


2 Performance of procedure

2.1 Explain the procedure to be perform to patient.


3 Charge the procedure done through computer system.

3.1 Issue order of payment.


4 Send patient back to ward after the procedure.

4.1 Record or print the procedure done


5 Releasing of results. 5.1 Interpret the procedure done.

5.2 Typing of results. 5.3 Issuance of result.

None 2 weeks Cardiologist

Heart Station Staff

Heart Station Staff

TOTAL: None 2 weeks, 1 hour, 10 minutes

Nutrition Counseling

Nutrition counseling is an ongoing process in which a Registered Nutritionist Dietitian works with

an individual to assess his or her usual dietary intake and identify areas where change is needed.

The nutrition counselor provides information, educational materials, support and follow-up care to

help the individual make and maintain the needed dietary changes.

Office or Division: Nutrition and Dietetic Service Classification: Simple Type of Transaction: G2C – Government to Citizen Who may avail: All


Nutrition Clinic Referral Slip Nursing Station/Out Patient Department


PROCESSING TIME

PERSON RESPONSIBLE

1.Submit the required document for the nutrition counselling in the Nutrition and Dietetics Service Office

1. Received the documents to start the process

None

2 minutes

Nutritionist-

Dietitian/ Foodservice Workers

2.Listen for the instruction of the Nutritionist Dietitian

2. Instruct and educate client based on their nutritional needs

None 25 minutes Nutritionist-Dietitian

3. Sign in the Nutrition Counselling Logbook

3. Give logbook to the client

None 1 minute Nutritionist-Dietitian


OPD Consultation for New Patient

Out- Patient Department provides safe, compassionate, efficient, affordable and accessible

quality health care services to patients who need to have appropriate attention and treatment.

Our health care facility advocates health promotion and disease prevention.

Office or Division: Out-Patient Department (New Patients) Classification: Simple Type of Transaction: G2C Who may avail: Patients


-Patient’s Information slip -Patient’s Health card

-OPD main entrance door -OPD HIMs Unit


PROCESSING TIME

PERSON RESPONSIBLE

1. Filling Up Information Slip

14. Gives out information slip to be accomplish for needed information

None 3 minutes Security guard at Out- Patient Department

entrance

15. Triaging/Patient Classification

2. Patient presents Information Slip to Triage Officer for classification and issuance of control number.

None 3 minutes Triage Medical Officer/Triage Officer

3. OPD Records Registration

3. Triage Officer forwards information slip and control number to OPD records for registration to MEDIX system and provide Patient’s Health card. Register patient to logbook of specific consultation areas.

None 5 minutes Triage Officer/ OPD records officer

4. Vital Signs Taking 4. OPD Nursing staff directs patient to specific areas according to their particular clinics/consultation areas. Vital signs are initially taken.

None 3 minutes OPD Nursing staff

5. Consultation

5. OPD Nursing staff endorses the patient

None 10 minutes OPD Nurse/Nursing Aide

and his/her record to the Junior Intern/Senior Intern/Medical Officer III or MO IV for consultation. History Taking/Physical Examination/ assessment are done

JI/SI/MOIII/MOIV

6. Discharging

6. Prescribes

medications/ requests

for ancillary procedures

are done by the

Attending MO III/ MO

IV. Follow up

scheduling/referral to

other OPD

None 5 minutes Medical Officer III/

Medical Officer IV

7. Referrals

7. Nursing staff shall

assist patient for referral

to other OPD

consultation areas and

endorse

None 5 minute Medical Officer III/

Medical Officer IV


OPD Consultation for Old Patient

Out- Patient Department provides safe, compassionate, efficient, affordable and accessible

quality health care services to patients who need to have appropriate attention and treatment.

Our health care facility advocates health promotion and disease prevention.

Office or Division: Out-Patient Department Classification: Simple Type of Transaction: G2C Who may avail: Patients


Patient’s Information slip OPD main entrance door

Patient’s Health card OPD HIMs Unit


PROCESSING TIME

PERSON RESPONSIBLE

1. Triaging/Patient Classification

1. Presents Patient Health Card to Triage Officer for classification and issuance of control number.

None 3 minutes Triage Medical Officer/Triage Officer

2. OPD Records Registration

2. Triage Officer forwards Patient Health Card and control number to OPD records for registration to MEDIX system. Register patient to logbook of specific consultation areas.

None 5 minutes Triage Officer/ OPD records officer

3. Vital Signs Taking 3. OPD Nursing staff directs patient to specific areas according to their particular clinics/consultation areas. Vital signs are initially taken.

None 3 minutes OPD Nursing staff

4. Consultation

4. OPD Nursing staff endorses the patient and his/her record to the Junior Intern/Senior Intern/Medical Officer III or MO IV for consultation. History Taking/Physical Examination/ assessment are done

None 10 minutes OPD Nurse/Nursing Aide

JI/SI/MOIII/MOIV

5. Discharging

5. Prescribes medications/ requests for ancillary procedures are done by the Attending MO III/ MO IV. Follow up scheduling/referral

None 5 minutes Medical Officer III/ Medical Officer IV

6. Referrals

6. Nursing staff shall assist patient for referral to other OPD consultation areas and endorse

None 5 minute Medical Officer III/ Medical Officer IV


Patient Admission from ER

To facilitate admission of patient to designated specialty ward and continuously provide

quality in- patient care services

Office or Division: Emergency Department Classification: Complex Type of Transaction: G2C – Government to Citizen Who may avail: All patient


Accommodation slip Emergency Department

Consent for Admission Emergency Department

Consent to Care and Management Emergency Department

Clinical Cover Sheet Admitting Section


PROCESSING TIME

PERSON RESPONSIBLE

1. Patient/Relative signs Consent for Admission Companion proceeds to Admitting Section to secure Clinical Cover Sheet

1. Prepare and present accommodation slip to patient and secures consent

None

50 minutes

Nurse on Duty Nursing Aide

2. Patient/Relative signs Consent to Care and Management Patient is transported to Ancillary Department for Diagnostic Examination(if necessary)

2. Carrying out of Doctor’s order

None Nurse on Duty

3. Discharge patient to ED registry

None ED encoder

4. Patient/Relative signs in the Admitting Section logbook once inform regarding hospital policies and patient rights

4. Inform hospital policies/PHIC/Pay accommodation

4.1 Service

4.2 Philhealth

None

None

5 minutes

5 minutes

Social Worker

Medicare/Billing Clerk

4.3 Pay 5 minutes

5. Notify ward nurse None 5 minutes Nurse on Duty 6. Patient is

transported to

designated specialty

ward

6. Receive/ Fetch/

Transport patient

None 5 minutes Nurse on Duty

TOTAL: None

75

minutes[Pls.

Calculate total

time, see

reference PDF]

Patient Admission Process

Proper steps to Follow in Admitting a Patient



Proper filled out ”Mga Impormasyon Tungkol Sa Pasyente“ Form

ER/OPD

Doctors order Sheet Admitting Doctor


PROCESSING TIME

PERSON RESPONSIBLE

11. Submission of Accommodation Slip & “Mga Impormasyon Tungkol sa Pasyente” Form

16. Receives from the informant and “Mga Impormasyon Tungkol Sa Pasyente” Form & Doctors order from the ER/OPD


17. Validation of data of patient written in the Mga Impormasyon Tungkol sa Pasyente

12. Validation & Encoding to the Hospital Information System


1. Printing of Clinical Cover Sheet


3. Proof reading of the Clinical Cover Sheet by patient/patient companion/informant

13. Issuance of Clinical Cover Sheet to patient/patients companion/informant



Seconds

Payments of Delivery

The Materials Management Section prepares and ensures the completeness of

documents needed for the payment of delivered items.




G2B – Government to Supplier

Who may avail: Supplier


Disbursement Voucher Form Materials Management Section

PAR/ICS/Demo Sheet (for Equipment) Materials Management Section

Inspection and Acceptance Report Materials Management Section

Invoice Receipt Supplier

Warranty, Preventive Maintenance and Calibration Certificate, Manual (for Equipment)

Supplier


PROCESSING TIME

PERSON RESPONSIBLE

1. Submit all pertinent documents to MMS.

2. Checks the completeness of the attachment.

3. Prepares

Disbursement Voucher.

4. Reviews the

accurateness and completeness of documents.

5. Forwards the

Disbursement Voucher for processing, approval and releasing of checks to different designated department.

None 3 Days Adm. Aide III Adm. Assistant I

Adm. Assistant III Adm. Officer III

Supervising Adm. Off.

TOTAL: None 3 days

PCSO Referral

As means of augmentation to the financial incapacity of the patient to their

hospitalization expenses.

Office or Division: Medical Social Service / PCSO Help Desk Classification: Simple Type of Transaction: G2C – Government to Government Who may avail: Patient


1. Individual Medical Assistance Program (IMAP) Assessment form (1 copy- original)

2. Transmittal

Medical Social Service Department

Accomplished by Patient 1. PCSO Application Form (1 copy-

original) 2. Personal letter of patient directed

to PCSO Manager (1copy- original)

3. Clinical Abstract and/or Medical Certificate

4. Statement of Account (for hospital bill, 2 copies); (3) Implant Quotations for Implant, Hearing Aid devices; Doctor’s Prescriptions (drugs under formulary, 1 copy original)

5. 2 Government issued ID’s / 2 Valid ID’s

1. Medical Social Service Department

2. Patient’s own completion

3. Health Information Management Section / Medical Records / Ward Doctor / Nurse / Billing Section

4. (3) Implant, Hearing Aid device suppliers, Attending physician, Pharmacy

5. Offices that issues Valid ID’s.


PROCESSING TIME

PERSON RESPONSIBLE

1. Present /Submit Accomplished PCSO Application Form & Acknowledgement Form -Clinical Abstract -Personal Letter -Valid ID

1. Interview patients who needs referrals. 2. Collate and verify the accomplished documents. 3. Receive the required

documents

None

None

None

20 minutes

20 minutes

10 minutes


Patient/Relative SWO

Social Worker

4. Wait for the PCSO

approval for the

application.

5. Follow up at the

Medical Social Service

Department regarding

PCSO application

approval.

1. Create a

transmittal to

be sent to the

respective

PCSO Social

Worker.

2. Processing of

PCSO

Approval.

None

None

20 minutes

1 day

Administrative

Assistant

Administrative

Assistant / SWO

TOTAL: None 1 Day and 70

minutes

Physical Therapy Patients Consultation (New Patients)

Physical therapy consultation is given by rehabilitation doctors to patients presenting

with physical impairment, activity limitation and participation restriction.

Office or Division: PMRU Classification: Simple Type of Transaction: G2C Who may avail: All


1. Referral form From the respective physician

2. Hospital card Out-patient record section- Window 1

3. Patient’s Information Sheet Out-patient department- PMRU

4. Physician’s Notes Out-patient department- PMRU

5. Ancillary Request Forms Out-patient department- PMRU

Client Steps Agency Actions Fees To Be Paid

Processing Time

Person responsible

Present referral form- if available- and hospital card to the PMRU front desk.

Get complete patient information- for new patients- and hospital card.

None 5 Minutes Physical Therapy

Personnel

Wait for an appointment schedule to be given by the physical therapy personnel.

Schedule and write down the appointment on the hospital card and Schedule log book.

None 3 minutes Physical Therapy

Personnel

Patient will receive the hospital card with the appointment and the referral form- if available- and sign on the Schedule log book.

Have the patient affix his/her signature on the Schedule log book after consent.

None 1 Minute Physical Therapy

Personnel

Patient will receive a confirmation text from the PMRU prior to the scheduled date and reply assent or dissent.

Text the patient for confirmation prior to consultation.


Personnel

Patient will go back on the scheduled date and present hospital card.

Get the hospital card from the patient and validate the schedule of the patient.

None 1 minute Physical Therapy

Personnel

Patient will wait to be called by the rehabilitation doctor.

Forward hospital card to OPD-Records section for encoding.

None 10 Minutes Rehabilitation

doctor

Patient will enter the consultation room after being called by the rehabilitation doctor.

Rehabilitation doctor assesses, examines and prescribe physical therapy management and/or ancillary requests for the patient.

None 10 Minutes Rehabilitation

doctor

Patient will go back to the PMRU front desk for scheduled treatment session.

Schedule patients for treatment sessions.


Personnel

Patient will sign on the Consultation Attendance log book after consultation and scheduling.

List down patient information on the Consultation Attendance log book and have the patient sign.


Personnel

TOTAL:

Fees vary per patient case.

(Refer to physical therapy

fees table)

35 Minutes

Physical Therapy Treatment for New and Old Patients

Physical therapy treatment is given to clients and/or patients with physical

impairment, activity limitation and participation restriction- who underwent

consultation.

Office or Division: Physical Medicine and Rehabilitation Unit Classification: Simple Type of Transaction: G2C Who may avail: All


Hospital card Out-patient record section- Window 1

Physician’s Notes Out-patient department- PMRU

Official receipt Accounting section- Cashier windows

Consent form Out-patient department- PMRU

Evaluation forms Out-patient department- PMRU

Tagubilin form Out-patient department- PMRU


Paid

Processing Time

Person responsible

1. Present hospital card on the treatment schedule at the PMRU front desk for daily log in.

1. Get hospital card from the patient to be given to the assigned physical therapy personnel.


Personnel

2. Wait for the name to be called by the assigned physical therapy personnel.

2. Retrieve physician’s note for prescribed physical therapy management and issuance of charge slip.


Personnel

3. Patient will go to cashier and pay for the physical therapy services prior to presenting official receipt at the PMRU front desk.

3. Get the official receipt from the patient and record the OR number on the Patient’s Receipts logbook.

Electrotherapy: 30.34 Therapeutic ultrasound: 30.67 Mechanical traction: 44.36 Paraffin wax bath: 31.30 Strengthening exercise: 55.00

5 Minutes Physical Therapy

Personnel

Balance and mobility exercise: 50.00 Endurance and aerobic exercise: 40.00 Stretching exercise 30.00 Range of motion 30.00 Exercise myofascial release: 25.00 Joint mobilization 25.00

4. Patient will listen to the

physical therapy personnel

and will sign on the

informed consent form

prior to the start of the

physical therapy service.

4. Discuss policies and

procedures and

patient’s rights of the

PMR, and secure

patient’s signature on

the informed consent

form and Patient’s

Attendance logbook.

None 3 Minutes Physical

Therapy

Personnel

5. Patient will go inside the

assigned treatment area

for interview and

assessment by the

physical therapy

personnel.

5. Assesses and

evaluates new

scheduled patients.

None 15

Minutes

Physical

Therapy

Personnel

6. Patient will receive the

physical therapy service.

6. Treat patients

accordingly.

None 45

Minutes

Physical

Therapy

Personnel

7. Patient will receive a

“Tagubilin form”.

7. Give and explain

“tagubilin” form for new

patients.

None 2 Minutes Physical

Therapy

Personnel

TOTAL:

Fees vary per

prescribed

management

1 Hour, 16

Minutes

Procedure in Admitting Patient

Proper steps to Follow in Admitting a Patient



Proper filled out ”Mga Impormasyon Tungkol Sa Pasyente“ Form

ER/OPD

Doctors order Sheet Admitting Doctor


PROCESSING TIME

PERSON RESPONSIBLE

14. Submission of Accommodation Slip & “Mga Impormasyon Tungkol sa Pasyente” Form

18. Receives from the informant and “Mga Impormasyon Tungkol Sa Pasyente” Form & Doctors order from the ER/OPD


19. Validation of data of patient written in the Mga Impormasyon Tungkol sa Pasyente

15. Validation & Encoding to the Hospital Information System


1. Printing of Clinical Cover Sheet


3. Proof reading of the Clinical Cover Sheet by patient/patient companion/informant

16. Issuance of Clinical Cover Sheet to patient/patients companion/informant



Seconds

Processing and Validation of Procurement Section

Processing of Award of Contract for Agency’s Goods, Infrastructure and Consulting

Services

Office or Division: Procurement Section Classification: Complex Type of Transaction: G2B – Government to Business / G2G – Government to Government Who may avail: All


Project Procurement Management Plan Originating Office/Units

Purchase Request (3 original copies) Originating Office/Units

BAC Resolution BAC Office

Performance Security Supplier’s Company (Universal Bank, Insurance Companies)

Payment Form Procurement Section

Notice of Award Procurement Section

Purchase Order/Contract Agreement Procurement Section

Notice to Proceed Procurement Section


PROCESSING TIME

PERSON RESPONSIBLE

1. Submit the Purchase Request or Project Procurement Management Plan for initial assessment and verification

1. Receipt of documents from originating office.

None 3 Minutes Administrative Aide III/ Dental Aide/

Administrative Assistant I

2. Submit duly approved BAC Resolution including the procurement package and bid proposals.


None 10 Minutes Administrative Aide III/ Dental Aide

Administrative Assistant I/

Administrative Assistant II/

Administrative Assistant III

Administrative Officer IV

3. Present proof of notification.

3. Issuance of Notice of Award

None 5 Minutes Administrative Aide III/ Dental Aide


4. Submit copy of signed Notice of Award

4. Receipt of Performance Security filed by the winning bidders (applicable for public bidding, Negotiated Procurement – Two-Failed biddings, Adjacent or Contiguous) In case of Cash or Manager’s Check, issue Payment Form

None 15 Minutes Administrative Aide III/ Dental Aide/




5. Present proof of notification

5. Releasing of the Purchase Order and Notice to Proceed

None 10 minutes Administrative Aide III/ Dental Aide




Administrative Officer IV


Processing of Discharge Clearance

Step by Step Procedure for Discharge Clearance

Office or Division: Nursing Service Classification: Simple Type of Transaction: G2C Who may avail: Patient


Clearance Costing Center

Official Receipt Cashier


PROCESSING TIME

PERSON RESPONSIBLE

17. Doctor’s order in the chart

18. Summary of unbilled charges

3. Prepares clearance slip in the chart 3.1 Seeks Clearance

Lab/Blood Bank Radiology CSR Pharmacy – Checks and Prepares bill. *Pays/get official OR. Write down OR number and sign the clearance slip/instruct the patient to go back to the nursing station Billing – Checks/ Prepares bill/ stamps clearance 2.6 Linen * Note: For Pay Ward patient only.

3.2 Present completed clearance

None

None

None

None

None

2 minutes

2 minutes

10 minutes

3 hours

1 min

Nurse on duty

Nurse on duty

Nurse on duty/ Midwife/ Nursing Attendant on duty

Duty Med. Tech Duty Rad Tech. CSR personnel

Pharmacist Duty Billing Clerk

Linen personnel on duty

Billing Personnel/ Nursing personnel on

duty

3.3 Checks clearance/ patient’s belonging. Instructs patient on home medication, follow-up consult, (Alagang Pinoy Tagubilin Form) & completely fill out the Patient Satisfaction Survey Form. 4. Assists patient for

discharge 5. Gives clearance to

Security Guard on duty

None None

None

13 mins

5 minutes

1 minute

Nurse on Duty

Nursing personnel on duty



Watcher/ Relative of

patient

TOTAL: None 3 hours, 34

minutes

Processing of Employee’s Compensation Form/ HMO Reimbursement

Reimbursement/ Claiming of Employee’s Compensation benefits from GSIS/HMO

reimbursement.



Employees Compensation Form (1 original) Employer’s Office

HMO Reimbursement Form (1 original) HMO offices

Statement of Account (1 original) Billing and Claims Office


PROCESSING TIME

PERSON RESPONSIBLE


4. Received the necessary forms from member.

5. Fill-up all necessary items to be accomplished.

6. Attached statement of account and endorsed to member/patient

None

None

None

1 Minute

2 Days

1 Minute

Billing Staff

Billing Staff

Billing Staff

TOTAL:

None

2 days and 2 minutes

Processing of Financial Transactions

Processing of Disbursement Vouchers (DV), Purchase/Job, Contract/Memorandum of

Agreement

Office or Division: Accounting Section Classification: Simple to Complex Type of Transaction: G2C – Government to Citizen

G2B – Government to Business Entity G2G – Government to Government

Who may avail: All CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Minimum requirements per applicable guidelines

Accounting Office


PROCESSING TIME

PERSON RESPONSIBLE

20. Submission of Financial Documents

20. Receipt of Financial Documents

None 10 Minutes Receiving/Releasing Staff

21. Processing

1. Check accuracy of computation

2. Check completeness and propriety of documents based on the Checklist of Attachments

3. Return to client if

with clarification, error or lacking documents

None 3 Days Accounting Staff in-charged of processing

22. Review 1. Review propriety of

supporting documents and accuracy of computation

2. Return to client if with clarification,

None 3 Days Accountant

3. error or lacking documents

4. Sign Purchase/Job Order to certify funds availability

5. Affix signature as witness in the Contract/MOA

Affix signature on Box C of DV

23. Release of Documents

None 30 Minutes Receiving/Releasing Staff

TOTAL: None 6 Days , 40

Minutes

Processing of PhilHealth Requirements for Benefit Availment

These are the forms required by the PhilHealth to be accomplished and submitted by

the member in availing the benefit. Other documents are provided to support the

necessary information of the patient/member.



PhilHealth Benefits Eligibility Form (1 original)

Billing and Claims Office

Claim Signature Form (1 original) Employer/Billing and Claims

PhilHealth Member Registration Form (1 original):

5. Registered Birth Certificate (1 photocopy)

6. Registered Marriage Contract (1 photocopy)

7. Senior Citizen ID (1 photocopy)

Billing and Claims Office NSO/PSA Offices NSO/PSA Offices Local Government Offices (City Hall)


PROCESSING TIME

PERSON RESPONSIBLE


7. Interview the patient relative as to PhilHealth category (Direct/Indirect)

8. Perform an application entry to hospital software system (MEDIX).

9. Print all the necessary forms to be signed and reviewed by the member.

10. Prepare/print the Notice of Admission form

None

None

None

None

5 Minutes

3 Minutes

2 Minutes

1 Minute

PhilHealth Staff

PhilHealth Staff

PhilHealth Staff

PhilHealth Staff

for submission to the ward

TOTAL:

None

11 minutes

Processing of Radiology Request Examination

This includes the procedures of the Radiology Department for receiving of radiology

request, processing of request (including charging, scheduling, encoding, giving

additional instructions, etc.), rendering of radiology procedures and release of official

results.

Office or Division: Radiology Department Classification: Simple Type of Transaction: G2C-Government to Public Who may avail: Patients


Hospital Card, Radiology Examination Request, Senior Citizen’s ID

Attending Physician


PROCESSING TIME

PERSON RESPONSIBLE

1. Receives request examination

1. OPD/ER/In-Patient: Issuance of Order of Payment (Charge slip)

None 2 minutes Radiologic Technologist

2. Payment of request examination

2.1 Instructs to pay at Cashier, Senior Citizen/ Indigent/ DOH-MAP/ PCSO at Social Medical Services for classification.

None 1 minute Radiologic Technologist

2.2 Receives payment of fees,

Classification of

indigent/ Senior Citizen/ DOH-MAP, PCSO guaranty letter

None 5 minutes

15 minutes

Cashier

Social Service

3. Rendering of request examination

3.1 Perform requested procedures

None 30 minutes

Radiologic Technologist

(X-ray, Ct-scan ) ( MRI )

Radiologist (Ultrasound)

3.2 Records all the procedures

None 3 minutes Radiologic Technologist

(X-ray ,CT-Scan, MRI)

Radiologist (Ultrasound)

4. Reading / Interpretation of request examination

4.1 Reading (interpretation)

4.2 Typing

None 5 minutes Radiologist


5. Release of Result 5. Releasing of result

None 2 days Radiologic Technologist

Radiologist

TOTAL: None 3 days 2 min.

Psychosocial Interview, Classification and Case Management

During admission, the Medical Social Worker shall interview, assess, classify and assist

the patient or his/her family regarding their hospitalization expenses.

Office or Division: Medical Social Service Department Classification: Complex Type of Transaction: G2C – Government to Citizen Who may avail: Patient, relative


Psychosocial Assessment Tool, Referral Forms, cellphone/telephone, service vehicle

Medical Social Service Department , Motor Pool


PROCESSING TIME

PERSON RESPONSIBLE

22. Prepare Documents prescribed AO 31 Series 2012 Psychosocial Assessment Tool 1.1 Talk with the Medical Social Worker for interview and classification for the issuance of medical SCSR and/or referral. 1.2 Coordination with the Medical Social Worker and other Medical team for the planning on how to resolve the present problem of the patient and family.

24. Interview & Classification of patient

1.1. Referral Letter and Issuance of Medical Social Case Study Report 1.2 - Ward Visit - Case Management - Group Work - Advocacy - Consultation with other services 1.3 Contacting of

relatives/ Barangay/ Local MSWD

-Home visit and Conduction of

None

None

None

None

15 mins

15 mins

30 mins

1 to 3 days


Social welfare Officer

Social welfare Officer, Patient / Watcher

Other Medical Health Team

Social welfare Officer

Relatives Brgy. Officials

Local MSWD Social Workers

Patient: -Abandoned Patient -Problematic

Patient

Social Workers from other agencies

TOTAL: None 1 to 3 days, 1

hour

Public Assistance and Complaint

The hospital unit whose purpose is assist patients regarding their inquiries and

complaints.

Office or Division: Medical Social Service Classification: Simple Type of Transaction: G2C – Government to Citizen Who may avail: Patient, Patient’s Relative


PACD Logbook, CAR Slip (generated by the medical social service)

Public Assistance Unit Respective Ward


Fees To Be Paid

Processing Time

Person responsible

1. Client will be referred to PACD to file for a complaint.

1. The Medical Social Service received complain form other department

None 20 Minutes Medical Social Worker

PACD Officer of the day

2. Complainant will log a brief summary of the SW will attach his/her written complaint on the logbook and patient will further elaborate the complaint.

2. The Medical Social Worker listens to the complaint in the Public Assistance Complain Desk Office

None 15 Minutes Medical Social Worker

3. After the complainant verbalized his/her complaint, the complainant will proceed to listen to the Social Worker’s counselling and/or instruction.

3. The Medical Social Worker conducts counseling and handle the complaint to concern person to resolve

None 20 Minutes Medical Social Worker;

Complainant

4. Patient will be instructed by the Social Worker for the hospital’s action and he/she may follow up for the concern.

4. The Medical Social Worker prepares the referral for Corrective Action Report (TMC-CGI-04-02-04) and shall forward

None 20 Minutes Medical Social Worker; Respective

Ward/ Division

the report to the respective concerned/division head/ subject for defendant’s reply

TOTAL: None 1 Hour, 15

Minutes

Releasing of Cash for No Balance Billing Patients

100 % Compliance of Philhealth mandate.

Office or Division: Cashier Operation Section Classification: Simple. Type of Transaction:

G2C- Government to Citizen G2G- Government to Government G2B- Government to Business Entity

Who may avail: All


Petty Cash Voucher Cash Unit/counter

Request for Quotation ( 3 different establishment)

Cash Unit/counter

Purchase Request/Request form Cash Unit/counter

Certification of non-availability of examination/ procedures

Cost center


PROCESSING TIME

PERSON RESPONSIBLE

1. Requesting Personnel submits the required documents to Special Disbursing Officer

1. Receive the required documents and check for completeness 1.1 Issue Cash base on the amount in PCV if all required document are given

None 5 Minutes Special Disbursing Officer

2. Requesting Personnel submits Official Receipt to Special Disbursing Officer after the examination.

Receive the Official Receipt

None 1 Minute Special Disbursing Officer


Releasing of Checks

It covers payment for all check claims.

Office or Division: Cashier Operation Section Classification: Simple to Complex Type of Transaction:

G2B – Government to Business Entity G2G – Government to Government G2C- Government to Citizen

Who may avail: all CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Disbursement voucher Client

MDS check Client

Official Receipt Client

Authorization letter Client


PROCESSING TIME

PERSON RESPONSIBLE

1. Claimant presents Identification and Letter of Authorization to the Cashier

1. Check the veracity of authorization letter against ID presented

None 2 Minutes Issuing Officer

2. Claimant issues Official Receipt and signs in "Received" portion of the Disbursement Voucher as well as in the check registry

1. Check the Official Receipt and check registry

None 5 Minutes Issuing Officer

3. Claimant rechecks the check as to the correctness of his name and amount

Gives the check None 2 Minutes Claimant


Releasing of Statement of Account

Statement of Account is the hospital charges accumulated by the patient during

confinement. These are prepared by the Billing Staff to be settled by the member or

relative of patient needed for the issuance of discharge clearance.



Patient’s Clinical Chart (1 Original) Hospital Ward

Senior ID/PWD ID/Government Employee ID (1 Photocopy)

Local Government Offices/ Government Employer


PROCESSING TIME

PERSON RESPONSIBLE

1. Member/ Relative proceed to Medical Social Service for financial assistance. Any balance on hospital bill after discount of Social Service must be settled at Cashier Unit.

25. Compute and verify charges encoded and apply other acceptable discount together with PhilHealth deduction.

None 30 Minutes Billing Staff Cost Center

Medical Social Service Cashier Unit


Sale of Abstract of Bids, Minutes of the Meeting

Steps for sale of abstract of bids, minutes of meeting

Office or Division: Bids and Awards Committee Office Classification: Simple Type of Transaction: G2B Who may avail: All


Payment Form BAC Office

Official Receipt for Payment of the Bidding Documents

Cashier’s Section


PROCESSING TIME

PERSON RESPONSIBLE

Request for Payment Form

2. Filling of Payment Form

None 2 Minutes BAC Secretariat

Pay at the Cashier 3. Issue Official Receipt

P10 first Ten (10)

pages P5 for every

succeeding

pages

15 Minutes Cashier

4. Reproduction of Abstract of Bids/Minutes of the Meeting

None 1 Minute BAC Secretariat

Present Official Receipt

5. Acceptance of Official Receipt (to be photo copied) for the Payment of PBD


6. Issuance of Copy of Abstract of Bids/Minutes of the Meeting to the concerned person


TOTAL: Fees vary per

process

20 Minutes

Scheduling of OPD Minor Surgery

Schedules OPD Minor Surgery patients

Office or Division: Surgery Department Classification: Simple Type of Transaction: G2C Who may avail: Patients


Patient’s Information slip OPD main entrance door

Patient’s Health card OPD HIMs Unit


Fees To Be Paid

Processing Time

Person responsible

1. Referral for minor surgery

1. Receives patient from Surgery consultation room

None 3 Minutes M.O III and M.O IV

2. Patient instruction and registry

2. Minor Or Nurse schedules patient to log book

2.a – if PH patient directs to phil health section

None 5 Minutes Medical Officer OPD Minor OR Nurse

3. Patient instruction and registry

3. Discusses with patients his/her condition and operative flow

None 5 Minutes OPD Minor OR Nurse

4. Patient Scheduling on Minor Procedure

4. OPD minor OR Nurse registers the schedule on the patient Card with procedure time and date .

None 5 Minutes OPD Minor OR Nurse


Selling of Philippine Bidding Documents

Steps for selling of Philippine Bidding Documents

Office or Division: Bids and Awards Committee Office Classification: Simple Type of Transaction: G2B Who may avail: All


Payment Form BAC Office

Official Receipt for Payment of the Bidding Documents

Cashier’s Section


PROCESSING TIME

PERSON RESPONSIBLE

1. Request for Payment Form

7. Filling of Payment Form


2. Pay at the Cashier 8. Issue Official Receipt

Minimum P500 (project below

P500,000)

Maximum

75,000 (project more than 500

Million Pesos) depending on

the amount

of Philippi

ne Bidding Docum

ents

15 Minutes Cashier

9. Burning of PBD Files to a Compact Disc (CD)


4. Present Official Receipt

10. Acceptance of Official Receipt (to


be photo copied) for the Payment of PBD

5. Fill-up the PBD Distribution List

11. Issuance of PBD (CD) Soft Copy Format


TOTAL: Fees vary per

process

24 Minutes

Serving of Food

Primary function of the Nutrition and Dietetic Service is to provide the proper nutrition thru

serving nutritious and safe foods for the patient. It is the essential part of the nutrition care plan

in giving care to the patient

Office or Division: Nutrition and Dietetic Service Classification: Simple Type of Transaction: G2C – Government to Citizen Who may avail: All


Diet List Nursing Station


PROCESSING TIME

PERSON RESPONSIBLE

1.Admitted patient will wait for the delivery of the food based on the doctor’s diet prescription.

1. Print accomplished Diet List and checked the diet of the patient

None 5 mins. Nutritionist Dietitian

2. Prepare the food of the patient base on the diet prescription

None 10 mins Nutritionist Dietitian/ Administrative Aide

3. Deliver food of the patient

None 5 mins Administrative Aide


Smoking Cessation Counseling for New Patients

Smoking Cessation Program provides smoking cessation services like counseling, health

teaching and treatment to current smokers interested to quit.




Referral Form (1 original) Out Patient Department/ Clinical Wards

Tagubilin Form (1 original) Clinical Wards


PROCESSING TIME

PERSON RESPONSIBLE

1. Patient presents hospital card to Public Health Office staff who then retrieves patient record

1 Physician or smoking cessation counselors examines and manages the patient accordingly

None 55 Minutes Smoking Cessation Counselors


SMOKING CESSATION COUNSELING FOR FOLLOW-UP PATIENT

Smoking Cessation Program provides smoking cessation services like counseling,

health teaching and treatment to current smokers interested to quit.





PROCESSING TIME

PERSON RESPONSIBLE

1. Patient presents hospital card to Public Health Office staff who then retrieves patient record

1 Physician or smoking cessation counselors examines and manages the patient accordingly

None 35 Minutes Smoking Cessation Counselors


SPIROMETRY TESTING

Spirometry is a common test used to assess how well your lungs work by

measuring how much air you inhale, how much you exhale and how quickly you

exhale. It is used to diagnose asthma, chronic obstructive pulmonary disease

(COPD) and other conditions that affect breathing.

Office or Division: Respiratory Therapy Unit Classification: Complex Type of Transaction: G2C – Government to Citizen Who may avail: All patients with spirometry testing request or referral form


Request or Referral Form for Spirometry (1 original)

Referring Hospital or Clinic

Government Issued Identification Card (1 original)

BIR, Post Office, DFA, SSS, GSIS, LTO

Transaction Request Form (1 original) Respiratory Therapy Unit

Official Receipt (1 original) Cashier’s Office


Paid Processing

time Person

responsible

1. Submit the request or referral form to Respiratory Therapy Unit (RTU) for initial assessment and verification

1. Receive the request or referral form and check for completeness

1.1 Register patient’s details to Medix Hospital Information System

1.2 Print the transaction Request Form

1.3 Issue transaction

Request Form as an order of payment

1.4 Start processing the request

None 5 Minutes Respiratory Therapist

2. Pay the required fees at the Cashier’s Office by showing the

2. Accept the payment based on the transaction Request Form

For Pre Test-

PHP 725.69; 5 Minutes

Cashier Staff

transaction Request Form

*Make sure to secure Official Receipt that will be issued upon payment

2.1 Issue the Official Receipt

For Pre &

Post Test-

PHP 807.82

Note: Additional

20% reader’s fee (if

applicable)

3. Return to the Respiratory Therapy Unit (RTU) for verification and scheduling

3. Check the Official Receipt

3.1 Verify payment to Medix Hospital Information System

3.2 Schedule the patient

3.3 Explain the

procedure as well as the do’s and don’ts prior to the procedure


4. Return to the Respiratory Therapy Unit (RTU) on the scheduled day of the procedure

4. Explain the flow of the spirometry test procedure

4.1 Perform the spirometry test procedure

4.2 Advise the patient to return when the Test Result is ready for pick-up

4.3 Read and interpret

the result of the test 4.4 Inform the patient of

the availability of the Test Result through a text message

None

1 hour

5 days

2 minutes

Respiratory Therapist

Pulmonologist

Respiratory Therapist

5. Return to the Respiratory Therapy Unit (RTU) for the release of the Test Result

*Make sure to bring Government Issued ID and Official Receipt

5. Check the Government Issued ID and Official Receipt

5.1 Issue the Test Result


TOTAL:

PHP 725.69– Pre Test

PHP 807.82 –

Pre & Post Test

5 days, 1 hour, 19 minutes


INTERNAL SERVICES

Issuance of Hospital Order and Office Order

Hospital Order serves as formal communication letter that records and relay

Information from the Head of Agency to the concern employees.

Office Order is to identify the person/s who are authorized to attend activities/

meeting, in-house or outside the hospital in official time or official business.

Office or Division: Human Resource Management Office Classification: Complex Type of Transaction: G2G- Government to Government Who may avail: Tondo Medical Center Employees/End-User


Approved Request Letter MCC


PROCESSING TIME

PERSON RESPONSIBLE

1. Approved Request Letter

1. Preparation of Hospital Order


2. Present Signed/ Approved Hospital Order

2. Issuance of Hospital Order


3. Approved Request Letter

3. Preparation of Office Order


4. Present Signed/ Approved Office Order

4. Issuance of Office Order


TOTAL: None 4 days

Hospital Operation and Support Service

Oversees activities of all administrative units and ensures that efficient support

services be delivered for effective hospital operation and quality health care.

Office or Division: Chief Administrative Office Classification: Simple Type of Transaction: G2G- Government to Government Who may avail: Agency employees


None None


PROCESSING TIME

PERSON RESPONSIBLE

23. Hand over the document/s and present the Client Logbook for signature.

26. Receiving of Documents

None 5 Minutes Administrative Assistant I

Administrative Officer I

2. Review/Checking of Documents

2.1 Review the propriety and accuracy of the documents

2.2 Affix initial to certify the authenticity of documents

2.3 Signing of documents



Chief Administrative Officer

3. Releasing of Documents




Issuance of Delivery

The Materials Management Section issues the delivered and inspected items to the

End-user.




G2G – Government to Government

Who may avail: Employees / End-user


Requisition and Issuance Slip (RIS) Form (3 copies)

Materials Management Section


PROCESSING TIME

PERSON RESPONSIBLE

1. Fill-out the RIS form.

2. Submit RIS to Division Chief/Head for approval. *Make sure RIS is checked and initialed first by MMS Staff as to availability of stocks

3. Once approved,

submit RIS to MMS.

1. Receives the approved RIS

2. Issues the items to end-user as per approved RIS

3. Prepares the necessary document such as ICS, PAR and Demo Sheet.

None 2 Days Adm. Aide III Adm. Officer III

Warehouseman III Adm. Officer V

Supervising Adm. Off.

TOTAL: None 2 days

Issuance of Human Resource Management Office Documents

To provide the needs of documentary records of employees

Office or Division: Human Resource Management Office Classification: Highly Technical Application Type of Transaction: G2G - Government to Government Who may avail: Tondo Medical Center Employees


Request Form Human Resource Management Office


PROCESSING TIME

PERSON RESPONSIBLE

24. Approved Request Form Service Record

27. Issuance of Service Record:

a. Active Employees b. Separated Employees

50.00 pesos

7 days HRMO Staff

25. Approved Request Form Certificate of Employment with Certificate of Clearnace

28. Issuance of Certificate of Employment

a. Active Employees b. Separated

Employees

50.00 pesos

2 days HRMO Staff

26. Approved Request Form Certificate of Leave Credit

3. Issuance of Leave Credits

None

2 days

Leave Credit in Charge

27. Approved Request Form Certificate of Leave without Pay

4. Issuance of Leave Without Pay

None 3 days Leave Credit in Charge

TOTAL: None 14 days

Job Order Procedures

Steps for Job Order Procedures

Office or Division: Engineering and Facilities Management Section Classification: Simple Type of Transaction: G2G Who may avail: Employees requesting for Job Orders


Proper Filled Out Job Order Request Form

Engineering & Facilities Management Section

Job Order Request Form Engineering /Maintenance Personnel.


PROCESSING TIME

PERSON RESPONSIBLE

1. Requester fills up Job Order Form and submits to Maintenance Department (FOR Biomedical, Electrical, Carpentry, AC & Ref, Painter, Plumber and Other Works)

1.1 Job Order Forms for review and approval (Non-Urgent)

1.2 Job orders that require major repair and renovation shall have the approval of Medical Center Chief II

None

Minor: 1 day

Major: 1 day

Engineer IV, Chief Admin Officer

Engineer IV, Chief Admin Officer and

Medical Center Chief II

2. Client awaits for the Request

2.1 Job Call to follow of Job Order Forms for review and approval (Urgent)

2.2 Maintenance staff/ supervisor goes to the location to assess damage or study job order specification

None

60 minutes

Maintenance Staff/ Supervisor


3. Maintenance staff/supervisor lists down on the Job order/Purchase requisition form needed materials and price quotation, then forward it to the Purchasing Officer

None 60 minutes Maintenance Staff/

Supervisor


4. As the maintenance staff receives both the job order form and the

None Biomedical –

(1 hour for repairs, 4 days

Maintenance Staff/ Supervisor

materials, he will then

work on the requested job.

if item is for purchase.

Electrical – 20 mins, if the material is available at

maintenance, 2 days if item

is for purchase Carpentry – 1

Hour for repairs, 1 week

for fabrications.

AC & Ref – 1 day – includes

cleaning & Check- up

Painting – 2 days

Plumbing –

40 mins. if

the material is

available at

maintenance,

2 days if item

is for

purchase

4. Requester will verify the completion

of the job.

5. After Completing the Job Maintenance staff/supervisor inspect the outcome of the job and verify its completion together with the requester.

The Job Order will be Finalized and keep

record.

None

5 minutes

Maintenance staff/supervisor

TOTAL: None

Bimoedical –

27.083 hours

(1.13 days)- for

repairs ,

122.083 hours

(5.09 days) – if

item is forn

purchase

Electrical -

26.413 hours

(1.1 day)- if the

material is

available at

maintenance,

74.083

hours(3.09

days) - if item is

for purchase

Carpentry –

27.083 (1.13

days)- for

repairs,

146.083

hours(6.09

days) – for

fabrications

AC & Ref –

50.083 hours

(2.09 days)

Painting –

74.083 hours

(3.09 days)

Plumbing – 26.753 hours (1.1 day) if the

material is available at

maintenance, 50.083 hours (2.09 days) - if

item is for purchase

OPD Patient Classification of Patient with Diagnostic Procedure

Assistance to out-patients who requested for Diagnostic Procedures but are incapable

to pay in full.

Office or Division: Medical Social Service Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: Patient


Diagnostic Requests, Charge Slips, Indorsements

Out Patient Department, Medical Social Service, Cashier, Laboratory Department, Radiology Department, ECG, 2D Echo


PROCESSING TIME

PERSON RESPONSIBLE

1. Present Diagnostic Request Request form for Diagnostic X-ray, ECG etc.

29. Patient to proceed to Medical Social Service Office Present request of diagnostic procedures with corresponding charge slip from cost centers/ classification of patients

1.1. Referral of patients to other service 1.2 Indorsement of patient to various agencies 1.3 Medical Social Wor- ker receives accomplished documents 1.4 Payment of Patient on the Diagnostic Procedure if with remaining balance after the augmentation.

None

None

None

None

None

20 mins

10 mins

10 mins

1 day

15 mins

Social Welfare Officer Laboratory Staff Radiology Staff

ECG Staff

Social Welfare Officer Cashier




2. Upon the facilitation of the Medical Social Service, the patient/ relative will pay at the cashier section

2. Medical Social Worker will provide necessary discount depending on patient’s classification

None 15 minutes

TOTAL: None 1 day 1 hour and 25 minutes

Preparation of Identification Card

To provide the identity of the Employees

Office or Division: Human Resource Management Office Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: Company Employees


Request Form Human Resource Management Office


PROCESSING TIME

PERSON RESPONSIBLE

1. Present Approved / Signed Appoinment Paper by MCC II ID Request Form Affidavit of Lost

1. Issuance of ID (Big) - New - Lost

50.00 pesos

5 days HRMO Staff

2. ID Request Form Affidavit of Loss

2. Issuance of ID (small) - New - Lost

50.00 pesos

3 days HRMO Staff

TOTAL:

None

8 days

Preparation of Payroll

In order to keep employees morale, an on-time preparation of payroll for on-time releasing to employees.

Office or Division: Human Resource Management Office Classification: Highly Technical Application Type of Transaction: G2G - Government to Government Who may avail: Tondo Medical Center Employees


Guidelines in Payroll DOH - DBM


PROCESSING TIME

PERSON RESPONSIBLE

1. Present Monthly Report of Absences

1. Preparation of Subsis- tence , Laundry Allow- ance and Hazard Pay


2. Prepare Monthly Report of Leave Without Pay

2. Preparation of Phil- Health Sharing.


3. Prepare Monthly Report on Number of Hours Incurred of Employees between 10 PM - 6 AM

3. Preparation of Night Shift Differential


4. Present Daily Time Record signed by Immediate Supervi- sor.

4. Preparation of Job- Order Payroll


5. Prepare Monthly Report of Leave Without Pay, Billing Statement ( GSIS, Pag-ibig, Landbank, Union Loan, Death Benefit, New Mem- ber) Appointment of New and Promo- ted Employees

5. Preparation of Salary None 6 days HRMO Staff (Payroll in Charge)

TOTAL: None 15 days

Preparation of Voucher

In order to maintain the Employees morale on releasing of prepared voucher to

Accounting Office for processing.

Office or Division: Human Resource Management Office Classification: Highly Technical Type of Transaction: G2G – Government to Government Who may avail: Employees


Completeness of Requirements

Human Resource Management Office


PROCESSING TIME

PERSON RESPONSIBLE

1. Present Daily Time Record (DTR)

- Approved Appointment

- Certificate of Assumption to Duty

- Certificate of Oath of Office

- Statement of Asset, Liabilities and Net Worth (SALN)

1. Preparation of First Payment of New Employees


2. Present - DTR - Approved Old

and New Appointment

- Certificate of Assumption to Duty

- NOSA

2. Preparation Salary Differential of Promoted Employees


3. Prepare Monthly Payroll

3. Preparation of Remittance


4. Present -Daily Time Record

4. Preparation Maternity Leave Pa

None

Clearance Certificate -Application for Leave -Medical Certificate

5 days HRMO Staff

5. Present -Daily Time Record -Clearance Certificate

5. Unclaimed Salary/Last Salary


TOTAL:

None

21 days

Processing of Financial Transactions and Communication

As the main undertaking of the Financial Management Officer II, it is substantial and

imperative to regularly process and secure all highly monitored and reviewed financial

transactions and communication, as part of the Agency’s day-to-day operation.

Office or Division: Finance Office Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: Tondo Medical Center Offices


Logbook Submitting or receiving office/ section/ unit

Receiving Copy of Document, if necessary

Submitting or receiving office/ section/ unit


PROCESSING TIME

PERSON RESPONSIBLE

1. Log necessary information needed in the logbook to track documents as needed; Secure a received copy upon receipt of the Finance Office; and Ensure the logbook is accomplished properly with complete time, date and signature of person to receive.

1.1 Receipt of Financial

Documents:

1.1.1 Disbursement

Voucher (DV)

1.1.2 Purchase/Job Order

1.1.3 Contract/Memorandu

m Agreement

1.2 Receipt of

Communications:

1.2.1 Internal

1.2.2 External

None

15 Minutes Finance Office Staff

2. Correct any inconsistencies as pointed out by the Financial Management Officer II; and

Return documents to proponent in need of initial and/or signing prior the Financial Management Officer II.

2. Review

2.1 Review the propriety

and accuracy of

documents.

2.2 Affix initial at the

MCCII to certify the

authenticity of

documents in

DV/PO.JO.

2.3 Affix signature as

witness in the

Contract/MOA

None 6 Hours Financial

Management Officer II

3. Accomplish the logbook properly with complete time, date and signature of person in receipt.

3. Release of Documents

None 10 Minutes Finance Office Staff

TOTAL: None 6 Hours, 25

Minutes

Processing of Requests for Funding

100% of Requests for Funding are processed/obligated within 10 working days.

Office or Division: Budget Section Classification: Highly Technical Type of Transaction: G2G – Government to Government Who may avail: Tondo Medical Center Employees/End-User/Clientele


Purchase Order/Job Order/Payroll/Contract of Agreement/Memorandum of Agreement/Statement of Account/Service Invoice/Bills for Payment

- For PO/JO/Contract/MOA and other similar claims, please refer to enrolled official forms at TMC-DCC

Attachments stated in COA Circular 2012-1

- COA Circular 2012-1 is available at

BUDGET Section; lists are also downloadable via the internet.


PROCESSING TIME

PERSON RESPONSIBLE

1. Submit requests for funding with complete/ necessary documentary requirements to the receiving staff



2.1 Attach the deficiencies on the required documents for completion as written in the routing slips

4. Processing of documents as to completeness and propriety of the supporting documents

4.1 If incomplete, the request and its attached documents shall be returned to the originating office with the note indicated in the official routing slip on the nature of the deficiency.

4.2 If supporting documents are complete and computations are accurate, he/she

None 6 Days Administrative Officer I

prepares the ORS/BURS and forwards documents to Administrative Officer V.

3.1 Attach the deficiencies on the required documents for completion as written in the routing slips

5. Initial Review of requests for funding

5.1 If additional documents are still needed to support a particular transaction, he/she fills-up routing slip with the deficiencies and returns the transaction documents to the Receiving/Releasing Staff to be returned to concerned party for compliance.

5.2 If supporting documents are complete and proper and computations accurate, AO III shall affix her initial in the Box B of the ORS/BURS, then forwards to SAO.

None 2 Days Administrative Officer III

6. Signature on Box B of ORS/BURS Supervising Administrative Officer’s final review of the ORS/BURS and its supporting documents. Returns to budget staff for corrections if found with deficiencies, or affixing her signature on Box B of the ORS/BURs if

None 2 Days Supervising Administrative Officer

complete and proper.

5. Receive the FUNDED requests

7. Releasing None 3 Minutes Administrative Assistant I

TOTAL: None 10 Days, 6

Minutes

Request for Use of Hospital Vehicle

Steps for requesting use of vehicle

Office or Division: Motorpool Section

Classification: Simple Type of Transaction: G2G Who may avail: Employees requesting for use of vehicle of the hospital


Proper filled out request for use of vehicle form.

Motor pool Section

Request for use of of hospital vehicle form

Available Driver on Duty


Fees To Be Paid

Processing Time

Person responsible

1. Requester fills up the request for use of vehicle form and submits to motor pool section

1. Accomplish request for use of hospital vehicle signed by the head of department

None 5 Minutes Dispatcher / Assign Driver / Passenger

EFMS

CAO


2. Accomplish request for use of hospital vehicle purchase of blood signed by physician (ward)


EFMS

CAO


3. Accomplish request for use of hospital vehicle purchase of medicines signed by pharmacists


EFMS

CAO


4. Accomplish request for use of ambulance transfer of patient signed by the physician (ER Dept)


EFMS

CAO


1. Accomplish request for use of ambulance signed by the physician (ward dept)


EFMS

CAO

6. Once the request for the use of vehicle is approved, the requester will be awaiting for the driver to accomplish the trip ticket signed by the Chief Admin. Officer

2. Approval for the use of Trip Ticket

None 10 Minutes Chief Admin. Officer / Driver / Passenger


Technical Support for ICT Equipment

In order to maintain quality service to the patients, all of the ICT equipment must

be in optimal condition. End-Users may refer any ICT Equipment related problems to

the Information Technology Section

Office or Division: Information Technology Section Classification: Highly Technical Type of Transaction: G2G – Government to Government Who may avail: Tondo Medical Center Employees / End User


Job Request Form Information Technology Section Office

Pull-Out and Return Form Information Technology Section Office

CLIENT STEPS AGENCY ACTIONS

FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Fill out job request form

1. Receipt of the Job Request Form

None 5 Minutes End-User

2. Initial checking of ICT equipment

None 10 Minutes IT Section Staff

3. Pull-Out of the ICT Equipment if needed

None 5 Minutes

IT Section Staff

4. Repair/tech-nical support of ICT equipment

None 2 Hours

IT Section Staff

5. Fill out of findings and action taken

None 5 Minutes IT Section Staff

2. Filling up of the Job request form’s confirmation of accomplishment of request

6. Return of the ICT Equipment and Final confirmation of technical support done

None 10 Minutes End-User IT Section Staff

TOTAL: None 2 hours & 35 Minutes

Training Request Process

This process enumerates the steps an employee needs to comply with for his/her

individual training needs.

Office or Division: PETRO Classification: Simple Type of Transaction: G2G – Government to Government Who may avail: All Employees


Training request form PETRO


PROCESSING TIME

PERSON RESPONSIBLE

1. Completely Fill-Out Training Request Form and Attach letter of invitation.

31. Accept and Check completeness of Form

None 10 Minute Individual requesting for Official Time or Business/PETRO

Staff

2 Approval of Request

None 1 Day Department Head, Division Chief. Chief

Training Officer, Medical Center Chief

3. Issuance of Special Order once approved.

None 30 Minutes Petro staff

TOTAL: None 1 Day 40 Minutes

FEEDBACK AND COMPLAINTS MECHANISM

How to send feedback 1. Prior to discharge from the ward, the nurse issues Patient Satisfaction Survey Form and reminds the Patient/ relative to fill-up the form and drop to suggestion box.

2. Customer who drops PSSF and Feedback Form from clinics, diagnostic areas (Radiology and Laboratory) and other ancillary services (Pharmacy, CSR, Dietary) are gathered and surveyed.

How feedbacks are processed 1. The Administration Secretary opens the suggestion boxes 2x a week.

2. Administration Secretary segregates negative feedback from positive feedback.

3. Results are tallied by Administration Secretary monthly for review of TOP Management and CQI.

4. Tallied results are reviewed by Top Management during administrative Meeting/ Management Review for resolutions and continual improvement.

How to file a complaint 1. The Medical Social Worker listens to the complaint at the Public Assistance Complaint Office.

2. The complaint will be registered in the complaint Logbook.

How complaints are processed 1. The Medical Social Worker conducts counseling and handle the complaint systematically report to concern person and resolve it at once.

2. The Medical Social Worker fulfil the Corrective Action Report and will be forwarded to the Quality Management Unit for review and record keeping

Contact Information of CCB, PCC, ARTA

ARTA: [email protected] 1-ARTA (2782) PCC: 8888 CCB: 0908-881-6565 (SMS)

Office Address Contact Information


Honorio Lopez Blvd. corner Kalakal St., Brgy.

127, Balut, Tondo, Manila

Hotline Number: Trunkline: (02) 865-9000

ER: (02) 865-9035

Mobile: Globe-09773370546 / Smart-09395222095 /

Sun-09430614987

TONDO MEDICAL CENTER CITIZEN'S CHARTER - DOH

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Transcript of TONDO MEDICAL CENTER CITIZEN'S CHARTER - DOH