DAVAO CITY – The Health Facility Development Unit of the Department of Health (DOH) conducted a two-day workshop on July 6-7, 2023, at Apo View Hotel, Davao City. The workshop focused on the utilization of the Standardized Client Experience Survey Tool among Primary Care Facilities (PCFs), Government and Private Hospitals, and Infirmaries in the Davao Region.
The adoption of the Integrated People-Centered Health Services (IPCHS) in all health facilities, as outlined in Administrative Order No. 2020-0003, aims to establish an organizational culture that prioritizes responsiveness, client engagement, and empowerment, as well as the improvement of infrastructure and processes within healthcare facilities.
The IPCHS, incorporated into the Malasakit Program in accordance with the Malasakit Centers Act (Republic Act No. 11463), focuses on two non-clinical outcomes of patient care: financial risk protection and responsiveness.
To measure and monitor the responsiveness of health facilities, a standardized tool known as the Standardized Client Experience Survey (CES) Tool was developed and implemented. The interim guidelines for its use were issued through Department Memorandum (DM) No. 2020-0426 on September 8, 2020. After three years of its initial implementation, the tool has now been enhanced and is known as the Harmonized Hospital Client Experience Survey (HCES) Tool.
All DOH hospitals, medical centers, sanitaria, GOCC hospitals, and LGU hospitals with Malasakit Centers are expected to adopt the HCES tool for their frontline services. Private hospitals and infirmaries are also encouraged to adopt this standardized tool.
Representatives from the Provincial Health Offices, City/Municipal Health Offices, Government and Private Hospitals, and Infirmaries in the Davao Region actively participated in this workshop.
