Elardo, Ferlie Mae S. Professor Jacqueline Morta, PhD.

BSA51

Value Chain of DLSUMC

NARRATIVE
Because DLSUMC is in the service industry and provides medical care, it begins by
accommodating or accepting patients in the emergency department, then treating them
in the emergency room before transferring them to ordinary rooms and also treating
outpatients who cannot go to hospital due to some reasons including being a bedridden
and such.
Following admission, DLSUMC provides essential medical treatment, and patients will
be cared for by a physician. They will be subjected to diagnostic testing, treatment,
emergency treatment, and diagnosis consultation for their current situation. When
patients have completed their medical treatment and care, they will be discharged.
These activities will include discharging a patient, sending patients home against
medical advice from doctors or referral to other healthcare facilities. Another primary
activity of DLSUMC is the sales and marketing which involve hospital marketing through
posting a billboard, advertising, insurance like HMO and Maxicare, Service rates,
Discounts/Financial aid such as the advantages of being a Philhealth member, giving
medical social service and lastly the patients’ feedbacks through online survey. This is
a critical activity for DLSUMC in order to ensure that its health education services reach
a wider audience. Finally, in order to provide a high- quality service, DLSUMC offers
health screenings, ambulatory services, laboratories, patient monitoring, and health
education for staff and patients, as well as for people outside the organization, such as
hosting webinars or seminars to educate others about the importance of health and the
like.
For support services, infrastructure or the hospital administration are the people who
run the hospital, The Board of Directors is the governing board of the hospital, their
function is crucial factor for the hospital. Next is the Medical Director, she is the
executive officer of the hospital. Chief of Clinics is responsible for the medical staff.
Chief nurse heads the nursing staff. His responsibilities are focused mainly on the
proper care of patients, training and education or nursing staff and promulgation of
standard and quality of nursing procedures. Accounting and Legal department includes
also in this support activities because they are ones who are responsible for the legal
and financial advises for the hospital since it is heavily regulated by the government.
Next is the information services, these are the people who documents and process the
information. The Information Section is often the patients first contact inside the hospital
for inquiries. The Admitting section is the one responsible for admission; obtains vital
information such as patient’s full name, address and such. The Billing and Collection is
responsible for billing patients and collection of payment for services rendered. The
Customer Service is responsible from facilitating patients concerns and their families-
handle requests, questions and complaints and settle dissatisfaction. The Medical
Records Section is responsible for maintaining copies of all patients’ records. The
Computer Information System is responsible for computer and hospital network. The
Health Education Services is responsible for staff and patients’ health related education.
The Human Resources is responsible for recruiting, hiring employees and determining
employees’ benefits.
Accordingly, diagnostic and therapeutic services (technology development) include the
updated medical equipmets that will be used in general operations. Medical equipment
includes MRI, CT scan and Ultrasound and such. This also includes medicines for
treatments. To further the studies of the hospital regarding the possible medicine about
a specific illness they do researching it is an opportunity for them to help other people
and to improve delivery of health care through scientific research.
Additionally, DLSUMC has a good reputation especially that it has been granted a
license to operate a COVID Testing Laboratory last May 08, 2020.
Lastly, the hospital support services. This support services responsibility is to provide
support to the entire hospital. Property and Central Supply is responsible for processing
order, receiving, stocking and distributing all equipment and supplies used by the
hospital, diagnosis, repair and preventive maintenance of hospital equipment.
Purchasing Section is responsible for buying all requests and equipment of the
hospitals, searching and selecting suppliers. Linen Section cleans and maintains
hospital linen and patients’ gowns. Housekeeping and Maintenance maintains safe and
clean environment. Security Services is responsible for the safety and protection of the
people and property of the hospital.