of the Philippines

Republic
Department of Health
OFFICE OF THE SECRETARY

September 8, 2020

DEPARTMENT MEMORANDUM
No. 2020- 0426

FOR: ALL CHIEFS OF DEPARTMENT OF HEALTH (DOH)

HOSPITALS, MEDICAL CENTERS AND SANITARIA,
AND EXECUTIVE DIRECTORS OF SPECIALTY
HOSPITALS |

SUBJECT: Interim Guidelines on the Use of the Standardized Client

Experience Survey Tool to Measure Responsiveness

I RATIONALE

The Malasakit Program, created under the Republic Act No. 11463, also known the
as
“Malasakit Centers Act”, seeks to address the two non-clinical outcomes for patient care
namely, financial risk protection and responsiveness. in order to address the health facility’s
responsiveness to
the needs of clients, the program has adopted the Administrative Order (AO)
No. 2020-003, entitled Strategic Framework on the Adoption of Integrated People-Centered
Health Services in All Health Facilities that shall (1) ensure and promote an organizational
culture geared towards responsiveness, (2) ensure appropriate infrastructure and
processes;
and (3) promote client engagement and empowerment.

These policies call for a mechanism to evaluate and monitor how responsive our health
facilities are to the needs of its
clients. With this, all DOH Hospitals, Medical Centers,
Sanitaria, and other government hospitals with established Malasakit Centers shall utilize the
Standardized Client Experience Survey tool to measure the responsiveness of these hospitals
to the needs of its
clients.

Il. SCOPE AND COVERAGE

These guidelines shall cover all DOH-Retained Hospitals, Medical Centers, Sanitaria,
and Hospitals with established Malasakit Centers.

Hil. GENERAL GUIDELINES

A. All DOH Hospitals, Medical Centers, Sanitaria, and other government hospitals with
established Malasakit Centers shall:

1. Utilize the Client Experience Survey Form to standardize measuring

responsiveness.

2. Use the proposed excel file for report generation and submit the report to
hidb.ipchf@gmail.com every end of the semester.

Building 1, San Lazaro Compound, Rizal Avenue, Sta. Cruz, 1003 Manila
e Trunk Line 651-7800 local 1108, 1111, 1112,
Direct Line: 711-9502; 711-9503 Fax: 743-1829 e URL: http://www.doh.gov.ph; e-mail: ftduque@doh.gov.ph 1113" oe
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 3. A soft copy of the said survey form and excel file may be accessed through
bit.ly/IPCHSstandardForms.

. Report generated from this tool shall be used by the facility’s Continuous Quality
Improvement (CQI) Team or its equivalent as one of the metrics for quality and
people-centered care.

IV. SPECIFIC GUIDELINES

. Survey Collection
1. The survey shall be distributed to all frontline service areas of the hospital (i.e.
Emergency Department, Patient Rooms/ Wards, Laboratory, Malasakit
Centers, and the like).
~

Quota sampling method shall be utilized for data collection.

. The quarterly target sample size for this survey shall be determined using the
following parameters:
i.
li.
Annual Number of
Clients (In-patient and Out-patient);
Confidence Interval of 95%; and
ii. Margin of Error of 5%.
Included
SIZe.
in the proposed excel file is the calculator for determining the sample —

B. Report Generation and Submission

1. All collected surveys will be encoded in the prescribed excel file.

2. The generated report shall be used by the hospital to monitor its performance
in terms of providing people-centered care across its different departments/
Services.

. The CQI Team or its

equivalent shall analyze the data for submission to the
‘hospital’s Integrated Hospital Operations Management Program (IHOMP)
committee or its equivalent.

The personnel-in-charge of collating and analyzing the data shall sign a non-
disclosure form to ensure the confidentiality of all data gathered from the
survey. A sample confidentiality and non-disclosure form may be found in
Annex A.

At the end of each semester, all hospitals shall submit the excel files to the
Health Facility Development Bureau (HFDB) through hfdb.ipchf@gmail.com.

C. Translation of the Survey Form to other Dialects

1. The hospital may translate the said forms into the appropriate dialect used by
the hospital.

2. Acopy of the translated form will be submitted to hfdb.ipchf@gmail.com for

documentation.
id
 D. Incorporation to existing Hospital Information System
1. The hospitals are encouraged to incorporate this survey in their existing
Hospital Information System.

2. They may also utilize electronic or online platforms to facilitate the collection
of the said survey.

E. Review of Forms and Processes

1. The Health Facility Development Bureau and the Malasakit Program Office
shall review semiannual the forms used and the process for collecting the
survey.

For strict compliance.

By Authority of the

yA
Health:

LILIBETH C. DAVID, MD, MPH, MPM, CESO

Undersecretary of Health
III
Health Facilities and Infrastructure Development Team
Encl. as stated
ANNEX A. Sample Confidentiality and Non-Disclosure Form

Confidentiality and Non-Disclosure Agreement

I, |
, agree with the following statements:

I have read and understood [Insert Hospital’s Name] Privacy Policy.

I understand that I may come in contact with confidential information during the course of
preparing and consolidating the reports for the Client Experience Survey Tool. As art of the
condition as the personnel-in-charge for this report, I hereby undertake to keep in strict
confidence any information found in the survey. I will do this in accordance with the [Insert
Hospital’s Name]’s privacy policy and applicable laws, including those that require
mandatory reporting.

I will not divulge any confidential information that may be gathered aboutthe client through
the survey form.

I also agree tonever remove any confidential material of any kind from the premises of [Insert
Hospital Name], unless, authorized as part of my duties, or with the expressed permission or
direction to do so from [Hospital’s Name].

(Print Staff Name)

(Signature of Staff)

(Signature of witness)