QUESTIONS:

1. HISTORY

2. MILESTONES

3. PROGRAMS

3. Do you think you are carrying out your mission OR VISION? HOW DO YOU SAY SO?

4. RATE OF REFERRAL

FACILITIES

1. Hospital bed capacity

2. Number of workers each department

3. MEDICINES

4. AMBULANCE

FINANCIAL

1. funding? OTHER SOURCE OF FUNDING ASIDE FROM GOVT

2. expenses – largest bulk of expenses

3. FS FRO THREE YEARS

4.

5. PROBLEMS

6. PROBABLE SOLUTIONS

LEARN AND GROWTH:

1. HOW MANY MEDICAL DOCTORS/ PHYSICIAN WORK FULL TIME? PART TIME?

2. HOW MANY CLINICAL OFFICERS/ASSITANT MEDICAL OFFICERS WORK HERE?

LIST OF EMPLOYEES? MIDWIVES, NURSES, LABORATORY TECHNICIANS? PHARMACISTS OR DISPENSERS?

HMIS

1. TRAININGS AND PROGRAMS PARA SA WORKERS

2. HOW DO YOU MAINTAIN YOUR HUMAN CAPITAL

3. HOW DO YOU EVALUATE THE PERFORMANCE OF YOUR EMPLOYEES?

4. What benefits and incentives do you give to your employees? When and how are these
benefits and incentives given to them?

5. How do they ensure the welfare of their employees? How do they maintain a humane
and safe environment for their employees?

CUSTOMER DELIGHT:

PATIENT:

1. What’s your name?

2. Do you live nearby?

3. Can you tell me a little about how you ended up in the hospital? (Let the patient tell his or
her story. Allow the patient to talk for as long as he or she wishes.) (Possible follow-ups:
What time of day was it? Were you alone or was someone there with you? Who took you
here or called the ambulance? Was there anything different about this trip from other trips to
the hospital?

4. Can you tell me about some of your good and bad experiences with the health care
system? (Possible follow-up: What could have made that experience (even) better?)

5. Do you have any problems getting the care you need? Can you share with me some of
these problems? (Possible prompts: What was it like getting to the appointment? Did you
have to wait long? Reschedule? Do you have any co-pays? Not sure who you should see?
Difficulty getting the medicines you need? )