Republic of the Philippines
Department of Health
OFFICE OF THE SECRETARY
November 28, 2022
DEPARTMENT MEMORANDUM
No. 2022 - {530
TO : ALL UNDERSECRETARIES: ASSISTANT
SECRETARIES; DIRECTORS OF CENTERS FOR
HEALTH DEVELOPMENT, BUREAUS, AND
SERVICES: MINISTER OF HEALTH - BANGSAMORO
AUTONOMOUS REGION IN MUSLIM MINDANAO
(MOH-BARMM); AND OTHERS CONCERNED
SUBJECT : Interim Guidelines on the Implementation and Use of the
Standardized Primary Care Facility - Client Experience
Survey (PCF-CES) Tool to Measure Responsiveness in All
Government _and_ Private Primary Care Facilities in the
Philippines
I. RATIONALE
Administrative 2020-0003, Strategic Framework on the Adoption of
Order No.
Integrated People-Centered Health Services (IPCHS) in All Health Facilities, established the
IPCHS to ensure (1) organizational culture geared towards responsiveness, (2) client
engagement and empowerment, and (3) appropriate infrastructure and processes in health
facilities. Pursuant to Republic Act No. 11463, Malasakit Centers Act, IPCHS was adopted
by the Malasakit Program as part of the law’s mandate on two non-clinical outcomes for
patient care: financial risk protection and responsiveness.
Moreover, Administrative Order No. 2020 - 0037, Guidelines on Implementation of
the Local Health Systems Maturity Levels, is being implemented in Universal Healthcare
Sites (UHS) in response to Republic Act (RA) 11223, Universal Health Care Act. In this
policy and its Implementing Rules and Regulations (IRR), Local Health Systems Maturity
Levels (LHS ML) were created to monitor the progress of provinces and city-wide
integration of local health systems. In the LHS ML under Service Delivery, Key Result Areas
(KRA) 2.7 requires having technical guidelines on customer feedback mechanisms, including
standard form and data utilization.
For these purposes, a standardized tool to measure and monitor the responsiveness of
primary care facilities towards people-centered health services was developed.
II. SCOPE AND COVERAGE
These guidelines shall cover all
government and private primary care facilities, DOH
Centers for Health Development (CHD) in all regions in the Philippines and Ministry of
Health-Bangsamoro Autonomous Region in Muslim Mindanao (MOH-BARMM).
1108, 1111, 1112, 1113
Building 1, San Lazaro Compound, Rizal Avenue, Sta. Cruz, 1003 Manila Trunk Line 651-7800 local
Direct Line: 711-9502; 711-9503 Fax: 743-1829 @ URL: http://www.doh.gov.ph; e-mail: dohosec@doh.gov.ph
IIL. GENERAL GUIDELINES
A. All government primary care facilities (PCF) shall utilize the standardized
PCF-CES tool as a means to harmonize the measurement of responsiveness in all
PCF.
B. Private PCFs are also encouraged to utilize the tool as a customer feedback
mechanism.
C. Reports generated from the tools shall be used for the facility’s Continuous
Quality Improvement (CQI), serve as a basis for quality and people-centered care,
and compliance for the KRA in compliance with the LHS ML.
IV. SPECIFIC GUIDELINES
A. Survey Administration and Collection
1. The PCF-CES tool shall be given after the client is done with all their
transactions.
2. Accomplishment of the tool shall be self-administered and voluntary. The tool
shall not be used as a prerequisite to avail of any services offered in the PCF.
3. The standardized English and Filipino translated tools shall be used without
modifications.
The PCF-CES may be translated into the appropriate dialect used by the
facility. Should a PCF do so, a copy of the translated form shall be submitted
to the Health Facility Development Bureau (HFDB) for documentation.
A quota sampling method shall be employed wherein administration of the
PCF-CES tool shall continue until the prescribed sample size has been
reached.
The quarterly target sample size shall be computed in the calculator included
in the online report generator. The following parameters are used in
determining the sample size:
a. Annual number of clients;
b. Confidence interval of 95%; and
c. Margin of Error of 5%
Electronic or online platforms may be utilized to facilitate the collection of the
said survey as long as the integrity of the tool and the data collected is intact.
All related tools shall be accessed through this link:
https://bit.ly/StandardPCF_CESTools.
B. Report Generation and Submission
1. All collected and validated surveys will be encoded in the prescribed
PCF-CES online report generator.
2. The administrative unit of the PCF shall analyze the data and ensure the
submission of the reports.
3. The designated personnel-in-charge of collating and analyzing the data of the
PCF shall sign a non-disclosure form to ensure the confidentiality of all data
gathered from the survey.
A consolidated report shall be submitted to the Health Facility Development
Unit (HFDU) using the PCF-CES online report generator excel file by January
of the succeeding year.
The HFDU shall then collect and validate the reports submitted by the PCF,
and submit a Regional PCF Responsiveness Report using the Regional
Consolidation of Responsiveness Report template to the HFDB annually in
March of the following year.
Regional PCF Responsiveness Reports shall be submitted to the IPCHS
Program email at hfdb.ipchf@gmail.com.
The generated report shall be used by the PCF to monitor its performance in
terms of providing people-centered care across its different services and
healthcare providers.
C. Review of Forms and Processes
1. The HFDB shall review the forms used and the process for collecting the
survey annually.
2. The PCFs may send their suggestions and input for the improvement and more
efficient implementation of the PCF-CES tool through the HFDUs.
D. Prescribed Implementation Timeline
2023
1st Quarter Dissemination and Orientation of the PCF-CES tool
2nd Quarter Training and Demonstration on the PCF Online Report
Generator and Regional Responsiveness Report
3rd Quarter Start of Utilization of the tool in the PCF
4th Quarter Consolidation of Reports per PCF
2024
1st Quarter Consolidation of Reports by Region
V. ROLES AND RESPONSIBILITIES
The list of the concerned offices shall perform the following with regards to the
implementation of the PCF-CES tool:
A. All government PCFs shall, while private PCFs may:
1. Utilize and adopt the PCF-CES tool as a measure of responsiveness.
2. Ensure timely submission of reports to the HFDU through the PCF-CES
online report generator.
3. Ensure that the submitted information is validated by the head of the facility or
personnel authorized by the management.
B. The CHDs and MOH-BARMM through their respective HFDUs shall:
1. Properly disseminate the information and tools related to the PCF-CES to the
PCF.
2. Monitor submissions and ensure the active adoption and implementation of the
PCF.
3. Provide technical assistance and guidance to the PCF regarding frequently
asked questions.
Conduct orientations and demonstrations on the adoption and implementation
of PCF-CES regularly or as needed.
Ensure timely submission of the consolidated Regional Responsiveness
Report to HFDB.
Provide feedback to the PCF on the validated and generated final reports of
HFDB and provide technical assistance based on the recommendations.
C. The HFDB of the DOH shall:
1. Orient HFDUs and PCF on the adoption and implementation of the PCF-CES
tool and its related processes.
2. Coordinate with HFDUs regarding the monitoring of data submissions.
3. Analyze data and produce final reports based on the data collected every
semester.
4. Conduct implementation reviews annually to discuss the final reports.
For your information and strict compliance.
By Authority of the Secretary of Health:
|)
LILIBETH C. DAVID, MD, MPH, MPM, CESO I
Undersecretary of Health
Health Policy and Infrastructure Development Team
