CITIZENS CHARTER - vmmc.gov.phvmmc.gov.ph/images/arta2014.pdf · CITIZENS’ CHARTER ... where the...

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.

-1-

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

-2-

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

-3-

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).

-4-

-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.

-6-

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

-10-

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.

-11-

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


MONDAY – SUNDAY : 24/7


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


3

Coordinate, assist admission or give home instructions

30 minutes

Doctor/Nurse


END OF TRANSACTION

-14- -15-

LOCATION: SOCIAL SERVICE- OUTPATIENT COMPLEX ISSUANCE OF VMMC PATIENT ID


Monday –Friday: 8:00 a.m. -4:30 p.m.


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


4

Sign ID Card and Cardex Affix Thumb Mark

Assists Applicant

5 minutes


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


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.


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


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


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

-20- -21-

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


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


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


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


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


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.


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-


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


Person in

Charge

Fees

Form

1

Resident/Medical Intern submits the request from the physician to the Ultrasound Section.


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-


X-RAY MAIN _____________________________________________________________________________________________________________________


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


Person in

Charge

Fees

Form

1

Patient submits the request from the physician to the X-ray Registration Area.


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-


X-RAY MAIN _____________________________________________________________________________________________________________________


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



Person in Charge

Fees

Form

1

Submits the request from the physician to the X-ray Registration Area.


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-


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



Person in Charge

Fees

Form

1

Resident/Medical Intern submits the request from the physician to the X-ray Section.


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-


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


Step

Applicant/Client



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-


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


Step

Applicant/Client



Person in

Charge

Fees

Form

1

Patient submits the request from the physician to the radiotherapeutic (RT) nurse


3 minutes Radiotherapeutic

Nurse

Pls. see

list

Cobalt referral

2 Patient waits for the instruction of the RT nurse


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-


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



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]

http://www.vmmc.gov.ph/

http://www.vmmc.gov.ph/

mailto:[email protected]

mailto:[email protected]

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