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Tondo Medical Center Citizen's Charter

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Tondo Medical Center Citizen's Charter TONDO MEDICAL CENTER CITIZEN’S CHARTER 2020 (2nd Edition) TONDO MEDICAL CENTER CITIZEN’S CHARTER 2020 (2nd Edition) Page 1 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. Page 2 Tondo Medical Center Page Number External Services Page 6 - Acceptance and Surrendering Clean and Soiled Linens from Page 7 Outsourced - Acceptance of Delivery Page 8 - Admission of Patients Page 10 - Animal Bite Treatment for Follow-Up Patient Page 12 - Animal Bite Treatment for New Patient Page 13 - Assistance given by Security Section During COVID 19 Page 14 Pandemic Situation - Availment of Classified Philhealth Member and Dependent to Page 16 No Balance Billing - Blood Bank Procedure for In-Patient Page 18 - Consultation (During Pandemic Situation - COVID Patients) Page 21 - Consultation (During Pandemic Situation - Non COVID Patients) Page 23 - Consultation on Dermatology and Venereology During a Page 25 Pandemic at the Out-Patient Department (OPD) - Consultation Through Out-Patient Department Page 27 - Consultation Through Telecommunication (During COVID-19 Page 28 Pandemic) - Daily/Routinely Changing of Linens Page 29 - Diabetic Club for Follow-Up Patient Page 31 - Diabetic Club for New Patient Page 32 - Dietary Order Form Page 33 - Direct Observe Treatment Short-Course Page 34 - Disbursement to External Creditors Page 36 - Discharge Clearance Page 38 - Dispensing of Medicines and Medical Supplies for In-Patient Page 40 - Dispensing of Medicines and Medical Supplies for Out-Patient Page 42 (Cash) - Dispensing of Medicines and Medical Supplies for Out-Patient Page 44 (Cash) Under the New Normal Operation - Dispensing of Medicines and Medical Supplies for Out-Patient Page 60 (with Medical Assistance) - Disposal of Hazardous Waste Page 62 - HIV/AIDS CORE Team Clinic Page 63 - HIV/AIDS Counselling and Testing Page 65 - Home Conduction of Patient Page 66 - Home Visit of Patient Page 68 - Hospital Policy in Releasing of Cadaver Before Pandemic Page 69 Written in Tagalog Dialect so it can be Easily Understood - Issuance of Anesthesia OPD Clearance Page 72 Page 3 Tondo Medical Center Page Number - Issuance of Certificate of Remittances Covering Period of Page 74 10 Years - Issuance of Certificate of Remittances Covering Period of Page 75 More than 10 Years - Issuance of Medical Supplies for In-Patients Page 76 - Issuance of Medical Supplies for Out-Patients Page 77 - Issuance of Medical/Medico Legal Certificate, Certificate Page 132 Of Confinement, Clinical Abstract and Other Documents - Issuance of Official Receipts Page 136 - Laboratory Processes for In-Patients Page 138 - Laboratory Processes for Out-Patients Page 141 - Linens for New Admitted Patients Page 143 - Medical Assistance for Indigent Patients Page 144 - Non-Invasive Cardiovascular Procedures (In-Patients) Page 146 - Non-invasive Cardiovascular Procedures (Out-Patients) Page 148 - Nutrition Counseling Page 151 - Online Consultation on Dermatology and Venereology Page 152 During a Pandemic - Outpatient Physical Therapy Services Page 154 - Physical Medicine and Rehabilitation Consultation Page 156 - Physical Medicine and Rehabilitation Inpatient Consultation Page 157 and Treatment - New Normal - Physical Medicine and Rehabilitation Online Consultation Page 156 - Procedural Dermatology Services During a Pandemic at Page 157 the Out Patient Department (OPD) - Procedure in the Nursing Service Page 159 - Procedures for Processing of Radiology Request Examination Page 161 - Process of Complaints Page 163 - Process on Amendment of Patient Information Page 164 - Process on Direct Admission of Patient Including COVID-19 Page 166 Patients - Process on General Admission of Patient Including Page 168 COVID-19 Patient - Process on How to Acquire Patient Identification Card Page 173 - Processes of Patient's Management and Charges Including Page 174 During Pandemic - Processing of Employee's Compensation Form/HMO Page 183 Reimbursement - Processing of Philhealth Requirements for Benefit Availment Page 184 - Processing of School/University Affiliation Fee Page 185 - Public Assistance and Complaint Desk Page 188 Page 4 Tondo Medical Center Page Number - Pulmonary Function Test/Spirometry (In-Patient) Page 190 - Pulmonary Function Test/Spirometry (Out-Patient) Page 193 - Releasing of Statement of Account Page 197 - Request for the Use of Hospital Ambulance (Admitted Patients) Page 198 - Revised Policy in Releasing of Cadaver while Under Pandemic Page 203 Written in Tagalog Dialect - Sale of Prescription for Dangerous Drugs (SPFDD) Page 206 - Scheduling of OPD Minor Surgery Page 208 - Securing Bidding Documents by Clients/Bidders Page 210 - Securing Copy of Abstract of Bids, Minutes of the Meeting, Page 212 Other Documents Pertinent to Procurement Projects - Serving of Food Page 214 - Smoking Cessation Counseling for Follow-Up Patient Page 215 - Smoking Cessation Counseling for New Patient Page 216 Internal Services Page 217 - Action Taken (Approval and Recommending Approval on Page 218 Reports and Pertinent Documents - Approval of Documents/Voucher and/or Communication Page 219 - Disbursements to Internal Creditors Page 220 - Hospital Operations and Allied/Ancillary Support Service Page 222 - Inquiries and other Legal Assistance Page 223 - Issuance of Appointment Page 224 - Issuance of Requested Supplies/Equipment Page 229 - Processing and Validation of Procurement Section Page 231 - Processing of Financial Transactions and Communication Page 233 - Processing of Purchase Request for Small Value Procurement Page 235 - Real Time Issuance of Fund Utilization Report (FUR) to Page 237 Program Managers with Sub-Alloted Funds - Repairs when Parts are for Purchase Page 239 - Repairs when Spare Parts are Available Page 242 - Request for the Use of Hospital Vehicle (Official Business) Page 244 - Review/Draft Contracts and other Legal Documents Page 246 - Technical Support for ICT Equipment (On-Premise Repair) Page 247 - Technical Support for ICT Equipment (Outside Premise Repair) Page 249 - Feedback and Complaints Mechanisms Page 253 - Contacts Page 254 Page 5 TONDO MEDICAL CENTER EXTERNAL SERVICES Page 6 1. Acceptance and Surrendering clean and soiled linens from Outsourced To provide admitted patients with clean linen and to prevent infection, Linen and Laundry Section see to it the daily delivery of clean linens and daily picked-up of soiled linens. Office or Division: Linen and Laundry Section/Administrative Division Classification: Simple Type of G2C – Government to Client Transaction: Who may avail: Patients CHECKLIST OF REQUIREMENTS WHERE TO SECURE Daily Monitoring Sheet Linen and Laundry Section/Outsource Services FEES TO PROCESSING PERSON CLIENT STEPS AGENCY ACTIONS BE TIME RESPONSIBLE PAID 1. Present 1. Receives and None 45 minutes Linen and Kalinisan counts clean linen Laundry Staff, Delivery from outsourced Outsourcing staff Receipt, provider and Outsourcing ensures accurate Monitoring quantity and Sheet quality of linen. 2. Accomplished 2. Daily Inventory of None 3 minutes Linen Staff Out-Sourcing Linen Monitoring Sheet 3. Submits SOA 3. Receives SOA and None 20 minutes Linen Staff with Delivery checks daily Receipts Delivery Receipts TOTAL: None 1 hour, 8 minutes Page 7 2. 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 G2B – Government to Business, G2G-Government to Government Transaction: Who may avail: Supplier CHECKLIST OF REQUIREMENTS WHERE TO SECURE Actual Item/s Supplier Sales Invoice/Delivery Receipt Supplier Warranty, Preventive Maintenance and Supplier Calibration Certificate, Manual (for Equipment) Purchase Order/Order Form for Ordering Materials Management Section, Agreement Procurement Section Inspection and
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