citizens charter - vmmc.gov.phvmmc.gov.ph/images/arta2014.pdf · citizens’ charter ... where the...
TRANSCRIPT
VETERANS MEMORIAL MEDICAL CENTER
A Modern Hospital with a Heroic Heritage
CITIZENS’ CHARTER
The Veterans Memorial Medical Center Citizens’ Charter serves as a guide for our clients- the veterans and their dependents- including non-veteran patients in availing hospitalization benefits provided by VMMC. The Charter embodies VMMC’s Mandate, Vision, Mission, Service Pledge and an array of services for our clientele. This affirms our unwavering commitment to provide the best medical services to the so-called “living heroes” of our land.
TABLE OF CONTENTS
Our Mandate - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -Page 1 Our Vision - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Our Mission - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Our Service Pledge - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -- - - - - - 2 Availability of Services - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - New Services Available - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3 PATIENT CARE SERVICES: Guidelines in Consultation- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 4 Guidelines in Admission of Patients - - - - - - - - - - - - - - - - - - - - - - - -5 Guidelines in the Discharge of Patients - - - - - - - - - - - - - - - - - - - - - 6 Who are Eligible to Apply for Hospitalization Benefits at VMMC? - 7 How to Apply for VMMC Patient ID - - - - - - - - - - - - - - - - - - - - - - -8
Documents Required for Veterans in Getting VMMC Patient ID (Green Card)- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 9 Documents Required for Veteran Dependents in Getting VMMC Patient ID (Yellow Card) - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-11 SERVICE STANDARDS Outpatient Service- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 12-13 Emergency Ward- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 14-15 Social Service- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 16-17 Medical Administrative Section - - - - - - - - - - - - - - - - - - - - -- 18-19 Accounting Section - - - - - - - - - - - - - - - - - - - - - - - - -- - - - - - 20-21 All OPS Patients - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 22 OPD LABORATORY - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 23 CLIENT FEEDBACK FORM - - - - - - - - - - - - - - - - - - - - - - - - - - - - - The VMMC Citizens’ Charter Team - - - - - - - - - - - - - - - - - - - - -
OUR MANDATE
The Veterans Memorial Medical Center by virtue of Public Law 865-80th U. S. Congress
and through various amendments and programs introduced
is tasked to provide the best medical care and treatment
to the veterans and their dependents.
OUR VISION
VMMC envisions to render premier medical services to the veterans and their dependents through a
comprehensive health care system characterized by excellence, dedication and commitment.
OUR MISSION
1.PATIENT CARE: To provide the best medical care and treatment to eligible veteran patients and their dependents.
2. EDUCATION AND TRAINING: To provide an integrated, comprehensive and progressive educational training program in the medical and allied fields not only among its staff and personnel but also residents, interns, and undergraduate students.
3.RESEARCH: To develop and muster research capabilities of the Medical Center by initiating, encouraging, and promoting basic and clinical research.
4. CIVIC ACTION AND OUTREACH PROGRAMS: To provide basic medical services to nearby communities and to support the civic action program of the national government.
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OUR SERVICE PLEDGE
We the officials and employees of the Veterans Memorial Medical Center do hereby pledge to render the best medical services primarily to the veterans, their dependents and the public with utmost care and concern, unconditional love, dedication and commitment, imbued with courtesy and professionalism.
All these we pledge because your wellness is our foremost concern for we acknowledge you as “the living heroes” of our land.
AVAILABILITY OF SERVICES
Administrative Services: Mondays to Fridays except Holidays 8:00 A.M. to 4:30 P.M. (No Noon break)
Outpatient Services: Mondays to Fridays except Holidays 8:00 A.M. to 4:30 P.M. (No Noon break)
Medical Services: 24 hours everyday 7 days a week
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NEW SERVICES AVAILABLE
Pain Clinic
Cancer Clinic
Nutrition Clinic Blood Bank
Diabetic Clinic Renal Dialysis Laryngeal Center
Cobalt Therapy CT Scan Magnetic Resonance Imaging (MRI)
Ultra Sound Gamma Camera
Bronchoscopy Gastroscopy
Colonoscopy
Laparoscopy Arthroscopy
Yag and Argon Laser Ecumenical Chapel and Prayer Room
Provision of Available Maintenance Drugs and Medicines to Veterans and Veteran Dependents
Breast Feeding Program TB DOTS Mother – Baby Friendly
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GUIDELINES IN CONSULTATION
VETERANS AND VETERAN DEPENDENTS Present your valid ID (Veteran’s ID, PVAO Pensioner’s
ID, AFP Retiree’s ID or get your VMMC Patient ID - Green Card(For veterans) –Yellow Card (For veteran dependents)
Proceed to DFM&OPS Information Desk Clerk for your number and clinic assignment.
Give your number to the Nurse or Nursing Attendant In Charge in the clinic.
Wait until your name is called and seen by the assigned physician
If patient is for admission, physician directs patient to the Patients Control Unit (Ground Floor, Main building) for ward assignment.
If patient is not for admission, physician gives prescription and directs patient to OPS Pharmacy to get medicines.
NON-VETERAN PATIENTS Secure authority for consultation at the Office of the
Director Pay the consultation fee at the Cash Section Proceed to the Office of the Head, Department of Family Medicine and Outpatient Service for consultation. If patient is for admission, proceed to Medical
Administrative Section (Ground Floor, Main Building).
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-5-
GUIDELINES IN ADMISSION OF PATIENTS
VETERANS AND VETERAN DEPENDENTS
Secure referral for admission from Outpatient Service Clinic Physician
Present referral for admission to the Chief, Medical Administrative Section (Ground Floor, Main Building).
Chief, MAS directs patient to Patients Control Unit for Admission
Admitting Clerk instruct patient to fill up Patient Information Sheet(PIS), Issues Admission Slip and assist patient to report to assigned ward.
NON-VETERAN PATIENTS
Secure authority for admission at the Office of the Director
Present authority for admission to the Chief, Medical Administrative Section(MAS)
Chief, MAS directs patient to Patients Control Unit
Admitting Clerk assists patient to report to assigned ward. If patient is on emergency case, admitting
clerk admits patient upon presentation of E-Ward Consultation Sheet.
-5-
GUIDELINES IN THE DISCHARGE OF PATIENTS
VETERANS AND VETERAN DEPENDENTS
Secure patient’s Clearance Sheet from the Nurse Station
Proceed to Billing Unit for settlement of Hospital Bill For Philhealth Member/Dependent- Submit the
requirements to avail of benefits. Present the Clearance Sheet at the Nurse Station
Present the Clearance Sheet to the Guard at the Lobby.
NON-VETERAN PATIENTS
Secure patient’s Clearance Sheet from the Nurse Station
Proceed to Billing Unit for settlement of Hospital Bill For Philhealth Member/Dependent-Submit the
requirements to avail of Philhealth benefits For government employee- Secure certificate of
employment for the necessary discount. Secure Order of Payment Proceed to Cash Section (Ground Floor) for
Payment Present Official Receipt to Billing Clerk Present the signed Clearance Sheet at the Nurse
Station Present Clearance Sheet to the Guard at the Lobby.
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WHO ARE ELIGIBLE TO APPLY FOR HOSPITALIZATION BENEFITS AT VMMC?
A. VETERANS – any person who fall under any of the following categories.
1. USAFFE veterans with wartime service 2. Recognized World War II guerillas in the Philippines whose
names appear in the US approved reconstructed rooster of 1948.
3. Deserving Guerilla. 4. Members of the Philippine Expeditionary Forces t
Korea(PEFTOK) 5. Philippine Scouts who were in the service prior to October 6,
1945. 6. New Philippine Scouts who were in the service prior to July 4,
1946 and other World War II veterans with approved claims at the Philippine Veterans Affairs Office.
7. Hukvets carried in the HUKBALAHAP Rooster under PD 1207 and with approved claims at PVAO.
8. Members of the Philippine Revolutionary Forces who took up arms against the Spaniards and the Americans during the Philippine Revolution.
9. Members of the Philippine Civic Action Group (PHILCAG) to Vietnam.
10. Disabled veterans receiving disability compensation/pension under RA 6948.
11. Military Retiree who joined the AFP before May 26, 2007; who was honorably discharged/ separated with at least 6 years in military service.
12. Members of the Philippine Constabulary with at least 6 years cumulative active service; who was absorbed by the Philippine National Police in 1991 (now under the DILG). 13. Members of the Coast Guard Unit(PN) with at least 6 years cumulative active service; who later joined Philippine Coast
Guard (now under DOTC) who was honorably separated from the service.
14. Military Retiree with a minimum cumulative active service of 20 years ; who have joined the AFP after May 26, 2007 provided that he was honorably discharged (RA 9396).
B. VETERAN DEPENENTS 1. Spouse-legitimate wife/husband or unremarried widow/er of
the aforementioned veteran. 2. Children-Legitimate, illegitimate, and/or legally adopted Unmarried child/ children below 18 years old of the
aforementioned veteran; or legitimate,illegitimate and /or legally adopted unmarried child/children children regardless of age who are physically/mentally incompetent/disabled before reaching the age of 18.
4. Parents-natural/adoptive parents or loco parentis of the aforementioned veteran, regardless of the veteran’s status.
-8-
HOW TO APPLY FOR VMMC PATIENT ID
Applicant must bring at least two documentary evidences of being a veteran or veteran dependent and 3 pcs. recent 1x1 picture.
Proceed to Social Service, Outpatient Service
Get a number from Social Service Welfare Assistant and wait.
Enter the interview room when your number is called. (Only one companion is allowed)
Applicant with complete documents will be issued VMMC Hospital ID immediately and can already avail of medical benefits.
Applicant with incomplete documents will have to secure needed papers.
Applicant who lost his/her VMMC Hospital ID will have to secure Affidavit of Loss at the Legal Unit(Ground Floor, Main Building).
“It is incumbent upon us to care for our noble
patriots who, at the risk of life and limb, braved
the perils of combat to defend our nation.”
_ Pres. CORAZON C. AQUINO
-8-
DOCUMENTS REQUIRED FOR VETERANS IN GETTING VMMC PATIENT ID (GREEN CARD)
Present two of the following:
Valid PVAO Pensioner’s Identification Card
Valid AFP Retiree’s ID
Certification of Honorable Discharge
Verification Slip of Military Service from PVAO
Or Office of the Adjutant General(OTAG, NRD)
Camp, Aguinaldo, Quezon City
Certificate of approved claims as World War II
veteran from PVAO
Bureau of Treasury Acknowledgment Certificate
Statement of Pay and Allowance Voucher(SPAV)
Philippine Veterans Bank(PVB) Stock Certificate
Retirement Order
Special Order
Complete Disability Discharge (CDD)Certificate
Disability Separation Order
-9-
DOCUMENTS REQUIRED FOR VETERAN DEPENDENTS IN GETTING VMMC PATIENT ID (YELLOW CARD)
A. SPOUSE OR UNREMARRIED WIDOW/ER
PVAO Pensioner’s ID AFP Retiree’s Dependent ID Hospital ID of Veteran
PVAO documentary evidences of the veteran Registered marriage contract authenticated by
LCR/NSO or in the absence of marriage contract certificate of loss of record from the office of the local civil registrar where the marriage was officiated and a joint affidavit of two disinterested parties.
B. CHILD/ CHILDREN 1. LEGITIMATE
Documentary evidences of the veteran Marriage contract of the parents LCR/NSO registered
Birth Certificate(Original) or in the absence of the Birth Certificate a certificate of Loss of Records from the Office of the Local Civil Registrar where the birth certificate was registered and a joint affidavit of two disinterested parties.
2. ILLEGITIMATE Documentary evidences of the veteran Birth Certificate of the child establishing filiation of the
veteran
The veteran latest Income Tax Return (ITR) wherein the child/children is/are listed as his/her dependents.
3. ADOPTED
Documentary evidences of the veteran Legal Adoption Papers
4. PHYSICALLY AND/OR MENTALLY INCOMPETENT/DISABLED
Documentary evidences of the veteran Original NSO/LCR registered Marriage Contract of the
Parents, in the case of legitimate child/children Original NSO/LCR Registered Birth Certificate or in the
absence of the Birth Certificate, a certificate of loss of
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record from the Office of the Local Civil Registrar where the birth was registered and a joint affidavit of two disinterested parties.
Medical Certificate showing medical/psychiatric
treatment/physical incapacity prior to the age of 18.
The veteran’s latest Income Tax Return(ITR) for
illegitimate child/children or Legal Adoption papers
for adopted child/children.
5. PARENTS A. NATURAL-
Documentary evidences of the veteran Original Birth Certificate or Marriage Certificate of
the veteran or in the absence of the birth certificate or marriage certificate, a certificate of loss of record from the Office of the Local Civil Registrar and a joint affidavit of two disinterested parties.
Letter of award of the veteran
Income Tax Return of the veteran B. ADOPTIVE-
Documentary evidences of the veteran Legal Adoption Papers/Letter of Award
Income Tax Return of the veteran C. LOCO PARENTIS-
Documentary evidences of the veteran Affidavit of the person/s who stood in the loco
parentis to the veteran at least one (1) year prior to his entry into the active service and a joint affidavit of two disinterested parties.
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LOCATION: OUTPATIENT COMPLEX
Schedule of Availability of Service:
Monday – Friday: 8:00 a.m. -4:30 p.m.
Who may avail of the Service: VETERANS and VETERAN DEPENDENTS
How to avail of the Service:
What are the Requirements:
Valid VMMC Patient’s ID Card
Duration: 10 minutes minimum: 65 minutes maximum
STEP APPLICANT / CLIENT SERVICE PROVIDER DURATION OF
ACTIVITY (Under normal circumstances)
PERSON IN CHARGE
FEES FORM
1 Present valid VMMC ID to Clerk At the Information Counter. Get priority number.
Verify ID and give priority number and advice patient to proceed to specified clinic.
5 minutes
Information Clerk
None
2 Proceed to waiting area of designated clinic and wait for your name to be called.
Locate medical chart and bring it to the specified clinic.
10 minutes
Records Clerk
3 Proceed to assigned doctor for consultation/treatment
Take history and vital signs Examine, diagnose, treat patient
10 minutes 20 minutes
Nurse/Physician Doctor
4 Proceed to Pharmacy for Prescibed medicines or to specified departments/clinics for diagnostic procedures
Dispense medicines or Do the required procedures
20 minutes
Pharmacist or Concerned department/clinic
END OF TRANSACTION
-12- -13-
LOCATION: EMERGENCY WARD
Schedule of Availability of Service:
MONDAY – SUNDAY : 24/7
How to avail of the Service:
Who may avail of the Service: EMERGENCY CASES What are the requirements: VALID VMMC
PATIENT’S ID CARD Duration: 4 HOURS
Step Applicant/Client Service Provider Duration of Activity
(Under Normal Circumstances)
Person In Charge Fees Form
1
Enter Emergency Room Meet patient, initial Interview, usher to appropriate area
10 minutes
Nurse
None
VMMC Appropriate Form
2
Submit for History taking/ P. E. Submit for diagnostic tests
Evaluate condition of patient, P.E. History Do necessary procedures when indicated(ECG,CBG, CBC) Then give disposition order
3hours 20 minutes
Doctor, Nurse, Medical Technologist, X-ray Technician
VMMC Appropriate Form
3
Coordinate, assist admission or give home instructions
30 minutes
Doctor/Nurse
VMMC Appropriate Form
END OF TRANSACTION
-14- -15-
LOCATION: SOCIAL SERVICE- OUTPATIENT COMPLEX ISSUANCE OF VMMC PATIENT ID
Schedule of Availability of Service:
Monday –Friday: 8:00 a.m. -4:30 p.m.
How to avail of the Service:
Who may avail of the service: RP VETERANS AND THEIR DEPENDENTS
What are the requirements: Documentary evidences as Proof of being a veteran or veteran dependent Recent 1x1 picture (3 copies) Duration: 45 minutes
Step Applicant/Client Service Provider Duration of Activity (Under Normal
Circumstances)
Person In Charge Fees Form
1
Get a number from the Social Service Office and prepare documents while waiting for your turn.
Social Welfare Assistant
None
2
When number is called, present complete requirements.
Validate documents and interview applicant if eligible
1 5 minutes
Social Worker/Social Welfare Assistant
Application for
Hospitalization
Benefits Form
3
Sign Interview Form Prepares VMMC Patient ID and Cardex
10 minutes
Social Worker/Social Welfare Assistant
4
Sign ID Card and Cardex Affix Thumb Mark
Assists Applicant
5 minutes
Social Worker/Social Welfare Assistant
Cardex
5
Listen to instruction and seek clarification
Orients veteran/dependent Re: Hospitalization Benefits
15 minutes Social Worker/Social Welfare Assistant
6
Receive VMMC Patient ID reRRe
Release ID R
Social Worker/Social Welfare Assistant
Soo SSoo
END OF TRANSACTION
-16- -17-
LOCATION: MEDICAL ADMINISTRATIVE SECTION (MAS) REGULAR ADMISSION
Schedule of Availability of Service: Monday – Friday: 8:00 a.m. -6:00 p.m. Saturday/Holiday: 8:00 a.m. -4:30 p.m.
How to avail of the Service:
Who May Avail of the Service: RP VETERAN AND VETERAN DEPENDENTS
What are the requirements: Valid VMMC Patient’s ID Duration: 50 minutes
Step
Applicant/Client
Service Provider
Duration of Activity
(Under Normal Circumstances)
Person In Charge
Fees
Form
1
Present valid patient’s ID card and referral for admission from OPD clinic physician to Chief, Medical Administrative Section
Sign and direct patient to the Admitting Unit of Patients Control Unit
10 minutes
C, MAS AC, MAS
None
Appropriate VMMC Form
2
Fill up Patient Information Sheet at the Patients Control Unit (MAS)
Receive referral and instruct patient to fill up Patient Information Sheet
10 minutes
Admitting Clerk
Patient Information Sheet (PIS)
3
Assign service, ward and bed to patient
10 minutes
Admitting Clerk
4
Check accuracy of the Patient Information Sheet. Encode PIS and generate admission slip.
10 minutes
Admitting Clerk
5
Proceed to assigned ward Accompany/assist patient to assigned ward
10 minutes
Nursing Attendant
END OF TRANSACTION
-18- -19-
LOCATION: ACCOUNTING SECTION DISCHARGE OF NON-VETERAN PATIENTS
Schedule of Availability of Service: Monday to Friday: 8:00 a.m.-6:00 p.m. Saturday/ Holiday: 8:00 a.m.-4:30p.m.
How to Avail of the Service:
Who May Avail of the Service: Non-Veteran Patients with or without Philhealth What are the Requirements: Philhealth Forms I, II, III, Member Data Record, Discharge Medical Data, Operating Report and Operating Technique
Step
Applicant/Client
Service Provider
Duration of Activity
(Under Normal Circumstances)
Person In Charge
Fees
Form
1
Submit accomplished Philhealth requirements for Philhealth members. Non- members follow same step.
Receive and check accomplished Philhealth requirements
5 minutes
Billing Clerk
Philhealth Forms, I,II,III
2
Compute hopital bill/Philhealth benefits
20-25 minutes
Billing Clerk
3
Prepare statement of Account/ Order of Payment
10 minutes
Billing Clerk
4
Proceed to Cash Section for payment of Hospital Bil
Accept Payment/Issue Official Receipt
5 minutes
Cashier
Based on Order of Payment
Official Receipt- National Treasury
5
Present Official Receipt and Clearance Sheet
Sign the clearance sheet. Instruct patient to go back to assigned ward
5 minutes
Billing Clerk
6 Proceed to assigned ward Sign clearance sheet 5 minutes Nurse on Duty
END OF TRANSACTION
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DEPARTMENT OF RADIOLOGY AND RADIOTHERAPY
CT SCAN _____________________________________________________________________________________________________________________
Schedule of Availability of Service: - 24 hours service
Who May Avail of the Service: - Veteran patients and dependents - Non-veteran patients What are the Requirements: - CT Scan request - Green Card for veterans and dependents - Official receipt for non-veteran patients
How to avail of the Service: IN-PATIENTS
Step
Applicant/Client
Service Provider
Duration of Activity (Under Normal Circumstances)
Person in Charge
Fees
Form
1
Medical Intern/Resident submits the request Checks the request for complete data and signature of requesting physician, consultant-in-charge, Dept. Head and CPS
2 minutes
CT STAFF
Pls. see list
CT request
2
Medical Intern/Resident waits for the schedule for the examination
Schedules the patient and gives instructions on preparation.
2 minutes
CT STAFF
3
Nursing Attendant brings the patient to the CT Section on the day of schedule
Instructs the patient to wait for his/her name to be called
1 minute
CT STAFF
4 Patient is called and goes to CT room Performs the CT examination
15-20 minutes (routine) 1 hour & 30 minutes (special
procedure w/ contrast)
CT STAFF
5 Medical Intern/Resident comes back for the issuance of CT result after three working days
Release CT result
3 minutes
CT STAFF
-22- -23-
DEPARTMENT OF RADIOLOGY AND RADIOTHERAPY CT SCAN _____________________________________________________________________________________________________________________
Schedule of Availability of Service: - 8:00am – 4:30pm
Who May Avail of the Service: - Veteran patients and dependents - Non-veteran patients What are the Requirements: - CT Scan request - Green Card for veterans and dependents - Official receipt for non-veteran patients
How to avail of the Service: OUT-PATIENTS
Step
Applicant/Client
Service Provider
Duration of Activity (Under Normal Circumstances)
Person in
Charge
Fees
Form
1
Patient submits the request from the physician to the CT Section
Checks the request for complete data and signature of requesting physician, consultant-in-charge, Dept. Head and CPS
2 minutes
CT STAFF
Pls. see list
CT request
2
Waits for the schedule and instructions/preparation of the examination
Schedules the patient and gives instructions on preparation.
2 minutes
CT STAFF
3
Patient comes back on the day of his/her schedule Non-veteran patient will go to the Finance Division to pay for the procedure and present the official receipt to CT Staff
Instructs the patient to wait for his/her name to be called
1 minute
CT STAFF
4 Patient is called and goes to CT room Performs the CT examination
15-20 minutes (routine) 1 hour & 30 minutes (special
procedure w/ contrast)
CT STAFF
5 Patient comes back for the issuance of CT result after three working days
Release CT result
3 minutes
CT STAFF
-24- -25-
DEPARTMENT OF RADIOLOGY AND RADIOTHERAPY ULTRASOUND SECTION _____________________________________________________________________________________________________________________
Schedule of Availability of Service: - Monday – Friday, 8:00am – 4:30pm
Who May Avail of the Service: - Veterans and dependents - Non-veteran patients What are the Requirements: - Ultrasound request - Green Card for veterans and dependents - Official receipt for non-veteran patients
How to avail of the Service: FOR OUT-PATIENTS
Step
Applicant/Client
Service Provider
Duration of Activity (Under Normal Circumstances)
Person in
Charge
Fees
Form
1
Patient submits the request from the physician to the Ultrasound Section.
Checks the request for complete data and signature of requesting physician/consultant-in-charge
2 minutes
ULTRASOUND
STAFF
Pls. see
list
Ultrasound
request 2
Patient waits for the schedule and instructions/preparation for the examination
Schedules the patient and gives instructions on preparation.
5 minutes
- do -
3
Patient instructed to come back on the day of his/her schedule. Non-veteran patient has to pay for the procedure first at the finance Division before reporting to Ultrasound Section.
Instructs the patient to wait for his/her name to be called
1 minutes
- do -
4
Patient is called and goes to ultrasound room
Performs the ultrasound examination 15-20 minutes
- do -
5 Patient is instructed to go to OPD Records Section after three working days for the result
1 minute
- do -
-26- -27-
DEPARTMENT OF RADIOLOGY AND RADIOTHERAPY
ULTRASOUND SECTION _____________________________________________________________________________________________________________________
Schedule of Availability of Service: - 24 hours service Who May Avail of the Service: - Veterans and dependents - Non-veteran patients What are the Requirements: - Ultrasound request - Green Card for veterans and dependents - Official receipt for non-veteran patients
How to avail of the Service: FOR IN-PATIENTS
Step
Applicant/Client
Service Provider Duration of Activity
(Under Normal Circumstances)
Person in
Charge
Fees
Form
1
Resident/Medical Intern submits the request from the physician to the Ultrasound Section.
Checks the request for complete data and signature of requesting physician/consultant-in-charge
2 minutes
ULTRASOUND
STAFF
Pls. see list
Ultrasound
request 2
Resident/Medical Intern waits for the schedule
Schedules the patient 1-2 minutes
- do -
3
Nursing Attendant brings the patient to the Ultrasound Section
Instruct the patient to wait for his/her name to be called
1 minute
4 Patient is called and goes to ultrasound room
Performs the ultrasound examination 20-25 minutes
- do -
5 Resident/Medical Intern comes back for the issuance of result after three working days
Release ultrasound result
3 minutes
- do -
-28- -29-
DEPARTMENT OF RADIOLOGY AND RADIOTHERAPY
X-RAY MAIN _____________________________________________________________________________________________________________________
Schedule of Availability of Service: - Monday – Friday, 8:00am – 4:30pm
Who May Avail of the Service: - Veterans and dependents - Non-veterans What are the Requirements: - X-ray request - Green Card for veterans and dependents - Official receipt for non-veteran patients
How to avail of the Service: OUT-PATIENTS (For Routine Chest and Non-Chest Procedures)
Step
Applicant/Client
Service Provider
Duration of Activity (Under Normal Circumstances)
Person in
Charge
Fees
Form
1
Patient submits the request from the physician to the X-ray Registration Area.
Checks the request for complete data and signature of requesting physician/consultant-in-charge
2 minutes
Registration Clerk
Pls. see list
X-ray request
2 Patient waits for the instruction of the clerk.
Instructs the patient to go to the X-ray Film Library for verification of old x-ray number instructs the non-veteran patient to go to Finance Division to pay for the procedure
1 minute -do-
3 Patient proceeds to the X-ray Film Library to submit his/her request and waits for verification Non-veteran Patient goes to the Finance Division and returns to the X-ray registration
X-ray Library Staff looks for old number and returns the request to the patient and instructs patient to go back to the x-ray registration area
5 minutes
20-30 minutes
X-ray Film Library Staff
Finance Division Staff
4 Patient goes back to the X-ray registration area and waits for his/her name to be called by the Technologist
Instructs the patient to wait for his/her name to be called. The clerk registers the patient in the logbook and prepares the necessary ID marker
3 minutes
Registration Clerks
5 Patient goes to X-ray room Performs the x-ray procedure 3 minutes
Technologist on duty
6 Patient will be instructed to go to the OPD Records Section for the result after three working days
2 minutes
-do-
-30- -31-
DEPARTMENT OF RADIOLOGY AND RADIOTHERAPY
X-RAY MAIN _____________________________________________________________________________________________________________________
Schedule of Availability of Service: - Monday – Friday, 8:00am – 4:30pm
Who May Avail of the Service: - Veterans and dependents - Non-veterans What are the Requirements: - X-ray request - Green Card for veterans and dependents - Official receipt for non-veteran patients
How to avail of the Service: OUT-PATIENTS (For special procedures)
Step
Applicant/Client
Service Provider Duration of Activity
(Under Normal Circumstances)
Person in Charge
Fees
Form
1
Submits the request from the physician to the X-ray Registration Area.
Checks the request for complete data and signature of requesting physician/consultant-in-charge
2 minutes
Registration Clerk
Pls. see list
X-ray request
2 Waits for the instruction of the clerk.
Schedules the patient and gives instruction/preparation for the examination
5 minutes -do-
3 Patient comes back on the day of schedule Instructs the patient to go to the X-ray Film Library for verification of old x-ray number Non-veteran patient is instructed to go to Finance Division to pay for the procedure
3 minutes
-do-
4 Patient proceeds to the X-ray Film Library to submit his/her request for verification Non-veteran Patient goes to the Finance Division and returns to the X-ray registration
X-ray Library Staff looks for the old number and returns the request to the patient and instructs him/her to go back to the x-ray registration area
5 minutes
20-30 minutes
X-ray Film Library Staff
Finance Division
Staff
5 Patient goes back to the X-ray registration area from X-ray Film Library Non-veteran patients from Finance Division will present the official receipt to the registration clerk
Instructs the patient to wait for his/her name to be called Instructs the patient to wait for his/her name to be called
2 minutes
Registration Clerk
6 Patient is called and goes to X-ray room Performs the x-ray procedure 15-30 minutes Technologist on duty
7 Patient will be instructed to go to OPD Records Section for the result after three working days
2 minutes
-do-
-32- -33-
DEPARTMENT OF RADIOLOGY AND RADIOTHERAPY
X-RAY MAIN _____________________________________________________________________________________________________________________
Schedule of Availability of Service: - 24 hours service Who May Avail of the Service: - Veterans and dependents - Non-veterans What are the Requirements: - X-ray request
How to avail of the Service: FOR IN-PATIENTS (for chest, non-chest and special procedure)
Step
Applicant/Client
Service Provider Duration of Activity
(Under Normal Circumstances)
Person in Charge
Fees
Form
1
Resident/Medical Intern submits the request from the physician to the X-ray Section.
Checks the request for complete data and signature of requesting physician/consultant-in-charge
2 minutes
Registration
Clerk
Pls. see
list
X-ray
request 2
Resident/Medical Intern waits for the schedule Schedules the patient 1-2 minutes
- do -
3
Nursing Attendant brings the patient to the X-ray Section,
Instruct the patient to wait for his/her name to be called
1 minute
-do-
4 Nursing Attendant submits the request to the X-ray Film Library for verification of old number
X-ray Library Staff looks for the old number and returns the request to the Nursing Attendant and instructs him/her to go back to the x-ray registration area
5 minutes
X-Ray Film
Library
5 Patient is called and goes to X-ray room Performs the X-ray examination 20-30 minutes Radiologic Technologist
6 Resident/Medical Intern comes back for the issuance of result after three working days
Release x-ray result
3 minutes
- do -
-34- -35-
DEPARTMENT OF RADIOLOGY AND RADIOTHERAPY
X-RAY (OPD) _____________________________________________________________________________________________________________________
Schedule of Availability of Service: - Monday – Friday,7:00am –3:30pm
Who May Avail of the Service: - Veterans and dependents - Non-veteran patients What are the Requirements: - X-ray request - Green Card for veterans and dependents
How to avail of the Service:
Step
Applicant/Client
Service Provider Duration of Activity
(Under Normal Circumstances)
Person in
Charge
Fees
Form
1
Patient submits the request from the physician to the information clerk and waits for instructions.
Checks the request for complete data and signature of requesting physician/consultant-in-charge and instructs the patient to wait for his/her name to be called
3-5 minutes
Registration Clerk
Pls. see
list
X-ray
request
2 Patient is called and goes to X-ray room Performs the x-ray examination
5 minutes Radiologic Technologist
3 Patient will be instructed to claim the result at the OPD Records Section after three working days
1 minute
-do-
-36- -37-
DEPARTMENT OF RADIOLOGY AND RADIOTHERAPY
COBALT SECTION _____________________________________________________________________________________________________________________
Schedule of Availability of Service: - Monday – Friday,8:00am-4:30pm
Who May Avail of the Service: - Veterans and dependents - Non-veteran Patients What are the Requirements: - Cobalt referral, clinical abstract, biopsy report, diagnostic work up - Green Card for veterans and dependents - Official receipts for non-veteran patients
How to avail of the Service:
Step
Applicant/Client
Service Provider Duration of Activity
(Under Normal Circumstances)
Person in
Charge
Fees
Form
1
Patient submits the request from the physician to the radiotherapeutic (RT) nurse
Checks the request for complete data and signature of requesting physician/consultant-in-charge
3 minutes Radiotherapeutic
Nurse
Pls. see
list
Cobalt referral
2 Patient waits for the instruction of the RT nurse
Instructs the patient to wait for his/her name to be called
2 minutes -do-
3 Checks the clinical abstract histopath and other diagnostic work up
5 minutes
Radiation Oncologist
4 Computation of number of dose to be given to the patient
5 minutes
Medical Physicist
5
Exposes the patient for radiotherapy treatment
3 minutes
Radiologic Technologist
6 A week after the prescribed number of radiotherapy treatment (exposure), patient will return for a follow-up check-up
Checks the condition of patient after the prescribed number of radiotherapy treatment
5 minutes
Radiation Oncologist
-38- -39-
DEPARTMENT OF RADIOLOGY AND RADIOTHERAPY
X-RAY FILM LIBRARY _____________________________________________________________________________________________________________________
Schedule of Availability of Service: - Monday – Friday,8:00am-4:30pm (For issuance of results) - Monday – Friday, 9:00-11:00am & 2:00-4:00pm (For borrowing and returning of films)
Who May Avail of the Service: - Veterans and dependents - Non-veteran Patients - Residents & Medical Interns What are the Requirements: - Green Card for veterans and dependents - Official receipts for non-veteran patients - Borrower’s Slip for residents & medical Interns
How to avail of the Service: (Borrowing/Returning of X-ray Films)
Step
Applicant/Client
Service Provider Duration of Activity
(Under Normal Circumstances)
Person in
Charge
Fees
Form
1
Doctor borrowing x-ray films presents the borrower’s slip to the Library Staff For veteran patient/veteran-dependent borrower, he/she is advised to go to Medical Administrative Division (MAD) to deposit a certain amount for each film to be borrowed
Locates the film number in the index card and retrieves the film envelope and counts the number of films inside the envelope and issue the envelope to the borrower Locates the film number in the index card and retrieves the film envelope and counts the number of films inside the envelope or film/s that the patient wants to borrow
Pls. see
list
Borrower’s
Slip
2 Doctors/Patients claiming x-ray results Asks the claimant the date of x-ray procedure and the requesting ward/clinic.
3 Doctor/Patient is advised to take a seat while x-ray result is being retrieved
Releases the x-ray result.
-40- -41-
ALL DFM-OPS PATIENTS
IMPORTANT REMINDERS: (MGA MAHALAGANG PAALALA)
ALL LABORATORY CONCERNS ARE ENTERTAINED AT THE OPD LABORATORY LOCATED AT THE OUTPATIENT COMPLEX (Lahat ng Pangangailangan hinggil sa Laboratoryo ay ilapit sa OPD Laboratory na matatagpuan sa OPD Building)
WE WILL BE GLAD TO ASSIST YOU FOR THE FOLLOWING LABORATORY SERVICES: (Malugod po namin kayong tutulungan sa mga sumusunod na serbisyo ng LABORATORYO)
BLOOD EXTRACTION Pagpapakuha ng Dugo
RECEIVING OF SPECIMENS Pagtanggap ng Specimen
SCHEDULING OF LABORATORY TEST REQUESTS Pag-iskedyul ng Requests
Department of Pathology
-42-
OPS LABORATORY BLOOD EXTRACTION RECEIVING OF SPECIMEN
SCHEDULING OF LABORATORY REQUESTS
SCHEDULE OF SERVICES SERVICES Days and Time BLOOD EXTRACTION-Monday to Friday except Holidays- 7AM to 10AM Pagpakuha ng Dugo- Lunes hanggang Biyernes maliban pag Pista Opisyal RECEIVING OF SPECIMEN- Monday to Friday except Holidays 7AM- 10AM Pagtanggap ng Specimen-Lunes hanggang Biyernes maliban Pista Opisyal SCHEDULING OF REQUESTS-Monday to Friday except Holidays-9AM -4PM Pag iskedyul ng Request – Lunes hanggang Biyernes maliban Pista Opisyal
REQUIREMENTS FOR LABORATORY TRANSACTIONS Mga Dapat Dalhin Bago Pumunta ng Laboratoryo
Official Laboratory Request signed by VMMC Physician Opisyal “Lab Request” na pirmado ng Doctor sa VMMC
Official Veterans ID Opisyal na ID ng Beterano
IMPORTANT REMINDERS TO OPD PATIENTS Mga Mahalagang Paalala sa Mga Pasyente sa OPS
Official Laboratory Test Results are automatically released/
forwarded to the Clinics where you are scheduled for Check-up. And mga Resulta ng inyong Lab Tests ay pinapadala sa mga Klinika kung saan kayo ay naka-iskedyul bumalik.
Mangyari lamang po na tayo ay sumunod sa ating mga patakaran upang maiwasan ang hindi pagkakaunawaan.
MARAMING SALAMAT PO! Department of Pathology
-43-
Praise (Papuri) Complaint (Puna)
(Please check appropriate box)
CLIENT FEEDBACK FORM
Upang lalo pang mapabuti ang aming serbisyo, nais naming malaman ang
inyong opinion at kuro-kuro. Mangyari lamang na sagutan ang ilang
katanungan tungkol sa aming serbisyo at ihulog ito sa Suggestion Box o
kaya ibigay sa Public Assistance Desk.
NAME (Pangalan)
ADDRESS (Tirahan)
PHONE NUMBER
E-MAIL ADDRESS
Office Transacted Business with(Opisinang Binisita)
What is your comment?(Ano po and inyong papuri o reklamo?)
What would you like us to do? (Ano po ang gusto ninyong gawin
namin?
SIGNATURE (Lagda)
DATE (Petsa)
WOULD YOU LIKE A WRITTEN REPLY? (Nais ninyo po ba ng sagot na
nakasulat? _YES (OO) NO (Hindi)
The VMMC Citizens’ Charter Team
MRS. DOLORES M. GERONIMO Team Leader
MS. FLORDELIZA M. BAUTISTA
Deputy Team Leader
MS. HELEN G. COCSON
MS.REMEDIOS V. BUENAFE DR. BALTAZAR A. VILLARAZA DR. CORAZON R. MACARAEG
DR. GODWIN N. HERNAEZ MR. JUANITO S.MONTEFALCON
Members
VETERANS MEMORIAL MEDICAL CENTER
North Avenue, Diliman, Quezon City Date Established: November 20, 1955
Telephone: 927-64-26 to 45
Fax No. 920-24-87
Hotline: 927-64-26 local 1511
Website: www.vmmc.gov.ph
E-mail: [email protected]