Republic of the Philippines

LEGAZPI CITY HOSPITAL

CITIZEN’S CHARTER

Admitting Section

A. Admission of Patient

Step Action to take (Patient) Corresponding Task of Hospital Personnel Duration of Activity Person in charge Documents Required
1 Proceed to admitting area Verifies patients record:
-if OLD, Retrieves previous Master Patient index(MPI) to get the hospital number
20 minutes per patient Admitting Staff Hospital ID
-If NEW, assigns and/or issues patients hospital number/card and prepares MPI 30 minutes per patient Admitting Staff
2 Proceed to admitting area Receives notice of admission 10 minutes per patient Admitting Staff Admission Order
3 Provide Additional Information Collect the Patients Complete Demographic Profile and Admitting Diagnosis 15 minutes per patient Admitting Staff
4 Verify PHIC Classification 30 minutes per patient Admitting Staff PHIC ID/MDR
5 Records the patients admission to iHomis and Excel File 20 minutes per patient Admitting Staff
6 Records Patients Demographic in the Clinical Cover Sheet and Admission logbook 15 minutes per patient Admitting Staff
7 Validates Information and secures signatures of patients/information in Clinical Cover Sheet 10 minutes per patient Admitting Staff
8 Coordinates with the concerned unit/Patients admission 15 minutes per patient Admitting Staff
9 Coordinates with Medical Social Services for Patients classification and the Billing and Claims for Billing Requirements 15 minutes per patient Admitting Staff

B. Discharge of Patient

Step Action to take (Patient) Corresponding Task of Hospital Personnel Duration of Activity Person in charge Documents Required
1 Proceed to admitting area Receives Discharge Clearance Slip form patients or guardians 5 minutes per patient Admitting Staff Discharge Slip
2 Records Patients Discharge 5 minutes per patient Admitting Staff

Billing and Claims Section

Philhealth Verification Eligibility and Submission of Documents Process

Step Action to take (Patient) Corresponding Task of Hospital Personnel Duration of Activity
(Maximum Time)
Person in charge Documents Required Fees
1 Proceed to Billing Section for verification of Philhealth eligibility upon admission Verify the patient’s Philhealth eligibility on the PHIC portal With MDR: 10 mins
With PHIC ID: 15 mins
Without ID and/or MDR: 20 mins (accurate information provided); (inaccurate/not available information) 25 mins
(Note: Requires stable internet signal. For slow internet, a 15-minute extension might be necessary.)
Billing Clerk *Membership Data Record(MDR)
*Philhealth ID
2 Secure Claim Signature Form (CSF) upon admission Orient the patient on and provide list of the documents to be complied with to avail of Philhealth benefits YES in PBEF: 5 mins
NO in PBEF: 15 mins
Billing Clerk *MDR
*CSF
*Receipt(s) of Payment(s)
*Certification of Premium Contributions
3 Submit duly accomplished documents to the Billing and Claims Section upon admission or immediately the next day following the date of admission Check and verify the correctness and completeness of information on duly accomplished Philhealth forms 10 minutes Billing Clerk *MDR
*CSF
*Receipt(s) of Payment(s)
*Certification of Premium Contributions

Billing Process for Non-Philhealth Patients

Step Action to take (Ward Nurse) Corresponding Task of Hospital Personnel Duration of Activity
(Maximum Time)
Person in charge Documents Required Fees
1 A ward nurse shall forward the face sheets of patients for discharge Receive the face sheets of patients for discharge 5 minutes Billing Clerk Face sheets of patients for discharge
2 Countercheck the accuracy of the charges based on the available charge slips 10 minutes Billing Clerk Charge Slips
3 Countercheck for discrepancy, if there is any, between the tentative and final bills

Generate the final bill when the tentative and final bills have tallied
*1-2 days confinement: 10 mins
*3-4 days confinement: 15 mins
*5-7 days confinement: 20 mins
*8-10 days confinement: 25 mins
*10 or more days confinement: 30 mins
*with procedure/s done: 30 mins

(The time set here applies provided all the charges have been entered in IHOMIS; otherwise, a 30-minute extension might be necessary for encoding of charges.)
Billing Clerk Tentative and final bills in iHOMIS
Encode and print the Statement of Account (SOA) complete with the patient’s information, summary of charges, and discounts if applicable For common diagnoses:

*no verification of laboratory test and/or X-ray results needed: 10 mins

For “rarely” encountered diagnoses: 20 minutes
Billing Clerk SOA

PWD/Senior Citizen ID

MSS Classification
Prepare the patients’ Discharge Pass in triplicate (Nurse, Billing, and Guard) copies and record the same in the logbook (3-5 patients at a time shall be forwarded to the Ward) 10 minutes Billing Clerk Discharge Pass Logbook
Forward the face sheets and Discharge Passes of patients to the ward nurse 5 minutes Billing Clerk Face sheets
Discharge Passes
Note: The ward nurse shall then give the discharge pass to and advise the patient or his/her representative to proceed to the Billing Section for the discharge process. At this point the discharge process for non-Philhealth patients shall be observed.

Discharge Process for Non-Philhealth Patients

Step Action to take (Patient) Corresponding Task of Hospital Personnel Duration of Activity
(Maximum Time)
Person in charge Documents Required Fees
1 Proceed to the Billing Section and present the Discharge Pass given by the ward nurse for information and verification of hospital bills Inform the client about hospital charges and verifies all documents needed for discharge 15 minutes Billing Clerk
2 Request for a copy of hospital bills Print, check, and verify the Statement of Account (SOA) and issue the same to the patient or his/her representative 10 minutes Billing Clerk
3 Proceed to the Cashier’s Office for payment of hospital bills Endorse the patient to the Cashier in case there are particular instructions re: payment [e.g., for Official Receipt (OR) or Acknowledgment Receipt (AR) for possible PHIC patients] 10 minutes Billing Clerk SOA
4 Present OR/AR to Billing and Claims for recording of OR/AR number Record the OR/AR number, amount paid, and date on the SOA 5 minutes Billing Clerk Official Receipt (OR)
Acknowledgement Receipt (AR)
5 Proceed to the Ward and present the Discharge Pass to the nurse-on-duty Issue two (2) copies (Nurse & Guard) of duly accomplished Discharge Pass to the patient or his/her representative 5 minutes Billing Clerk Discharge Pass
6 Proceed to the Security Guard and present the Discharge Pass to the guard-on-duty The guard-on-duty shall check the Discharge Pass and record the time of patient’s departure from the hospital 5 minutes Security Guard Discharge Pass

Billing Process for Philhealth Patients

Step Action to take (Nurse) Corresponding Task of Hospital Personnel Duration of Activity
(Maximum Time)
Person in charge Documents Required Fees
1 A ward nurse shall forward the face sheets of patients for discharge Receive the face sheets of patients for discharge 5 minutes Billing Clerk Face sheets of patients for discharge
2 Countercheck the accuracy of the charges based on the available charge slips 10 minutes Billing Clerk Charge slips
3 Countercheck for consistency/ discrepancy between the tentative and final bills

Generate the final bill when the tentative and final bills have tallied
*1-2 days confinement: 10 mins
*3-4 days confinement: 15 mins
*5-7 days confinement: 20 mins
*8-10 days confinement: 25 mins
*10 or more days confinement: 30 mins
*with procedure/s done: 30 minutes

(The time set here applies provided all the charges have been entered in IHOMIS; a 30-minute extension might be necessary for encoding of charges.)
Billing Clerk Tentative and final bills in IHOMIS
4 Encode and print the Statement of Account (SOA) complete with the patient’s information, summary of charges, and discounts if applicable net of Philhealth case rate For common diagnoses:

*no verification of laboratory test and/or X-ray results needed: 10
*with verification of laboratory test and/or X-ray results needed: 20

For common procedures:

*NBB: 20 mins
*private patients;
no consultant/s: 30 mins
*with consultants:40mins

For common procedures (with second case rate)

*NBB: 30 mins
*private patients; no consultant/s: 40mins
*with consultants:50mins

For “rarely” encountered diagnoses:

*NBB: 40 mins
*private patients; no consultant/s: 50mins
*with consultants:60mins

(The time set here applies to patients whose PHIC eligibility has already been verified and required documents have already been submitted, checked and verified. Otherwise the time set for verification of PHIC eligibility and submission of documents required will apply on top of the time set for the above transaction.)
Billing Clerk Face sheets

SOA

PWD/Senior Citizen ID

MSS Classification
5 Prepare the patients’ Discharge Pass in triplicate (Nurse, Billing, and Guard) copies and record the same in the logbook (3-5 patients at a time shall be forwarded to the Ward) 10 minutes Billing Clerk Discharge Pass
Receiving Logbook
6 Forward the face sheets and Discharge Passes of patients to the ward nurse 5 minutes Billing Clerk Face sheets
Discharge Passes
Note: The ward nurse shall then receive the discharge passes and give the same to and advise the patient or his/her representative to proceed to the Billing and Claims Section for the discharge process. At this point the discharge process for Philhealth patients shall be observed.

Discharge Process for Philhealth Patients

Step Action to take (Patient) Corresponding Task of Hospital Personnel Duration of Activity
(Maximum Time)
Person in charge Documents Required Fees
1 Proceed to the Billing and Claims Section and present the Discharge Pass given by the ward nurse for issuance of Statement of Account (SOA) Print SOA with the final bill net of Philhealth With complete requirements checked and verified: 5 mins

No verification done yet: 30 mins

PHIC eligibility verified; without or incomplete requirements submitted: 20 mins

For AR (with intent to refund)
YES in PBEF: 15 mins
NO in PBEF: 20 mins

With excess; no available fund for payment; to execute promissory note (PN): 30 mins
Billing Clerk *MDR

*CSF

*Receipt(s) of Payment(s)

*Certification of Premium Contributions
2 Proceed to the Cashier for payment of excess bill Issue copy of SOA to be presented to the Cashier upon payment of bills 5 minutes Billing Clerk *Statement of Account (SOA)
*Official Receipt/Acknowledgement Receipt
3 Present OR/AR to Billing and Claims for recording of OR/AR number Record Official Receipt (OR) or Acknowledgment Receipt (AR) number and amount paid on SOA 5 minutes Billing Clerk *Statement of Account (SOA)
*Official Receipt/Acknowledgement Receipt
4 Proceed to the Ward and present Discharge Pass to the ward nurse-on-duty Issue two (2) copies (Nurse & Guard) of duly accomplished Discharge Pass to the patient or his/her representative 5 minutes Billing Clerk Discharge Pass
5 Proceed to the Security Guard and present the Discharge Pass to the guard-on-duty The guard-on-duty shall check the Discharge Pass and record the time of patient’s departure from the hospital 5 minutes Billing Clerk Discharge Pass

Billing and Discharge Process for Non-Philhealth OPD Patients with Surgical Procedures

Step Action to take (Nurse/Patient) Corresponding Task of Hospital Personnel Duration of Activity
(Maximum Time)
Person in charge Documents Required Fees
1 An OR/ER nurse shall forward the chart with OR technique of patients for billing Receive the chart with OR technique of patient for billing 5 minutes Billing Clerk Patient’s chart with OR technique
2 Countercheck the accuracy of the charges based on the available charge slips 10 minutes Billing Clerk Charge slips
3 Countercheck for consistency/ discrepancy between the tentative and final bills

Generate the final bill when the tentative and final bills have tallied
10 mins

(The time set here applies provided all the charges have been entered in IHOMIS; otherwise a 30-minute extension might be necessary for encoding of charges.)
Billing Clerk Tentative and final bills in IHOMIS
4 Encode and print the Statement of Account (SOA) complete with the patient’s information, summary of charges, and discounts if applicable net of Philhealth case rate For common procedures with codes provided for by the surgeon:

*NBB: 20 mins
*Private: 30 mins

For “rarely” encountered procedures; no codes provided for by the surgeon: 40mins

*NBB: 40mins
*Private: 60mins

(The time set here applies provided the patient has been entered in IHOMIS and all charges have been posted therein; otherwise a 30-minute extension might be necessary for such processes. It also applies to patients whose PHIC eligibility has already been verified and required documents have already been submitted, checked and verified. Otherwise the time set for verification of PHIC eligibility and documents required will apply on top of the time set for the above transaction.)
Billing Clerk Face sheets SOA

PWD/Senior Citizen ID

MSS Classification
5 The patient shall secure SOA from Billing and proceed to the Cashier for payment of bills Issue SOA to the patient for payment at the Cashier 5 minutes Statement of Account
6 The patient shall present the Official Receipt (OR) or Acknowledgement Receipt (AR) to Billing Record the OR/AR number and amount paid on SOA; issue Discharge Clearance to the patient 10 minutes Billing Clerk Official Receipt (OR)
Acknowledg-ment Receipt (AR)
Discharge Clearance
7 The patient shall proceed to the Security Guard and present the Discharge Pass to the guard-on-duty The guard-on-duty shall check the Discharge Clearance and record the patient’s departure from the hospital 5 minutes Billing Clerk Discharge Clearance

Billing and Discharge Process for Philhealth OPD Patients with Surgical Procedures

Step Action to take (Nurse/Patient) Corresponding Task of Hospital Personnel Duration of Activity
(Maximum Time)
Person in charge Documents Required Fees
1 An OR/ER nurse shall forward the chart with OR technique of patients for billing Receive the chart with OR technique of patient for billing 5 minutes Billing Clerk Patient’s chart with OR technique
2 Countercheck the accuracy of the charges based on the available charge slips 10 minutes Billing Clerk Charge slips
3 Countercheck for consistency/ discrepancy between the tentative and final bills

Generate the final bill when the tentative and final bills have tallied
10 mins

(The time set here applies provided all the charges have been entered in IHOMIS; otherwise a 30-minute extension might be necessary for encoding of charges.)
Billing Clerk Tentative and final bills in IHOMIS
4 Encode and print the Statement of Account (SOA) complete with the patient’s information, summary of charges, and discounts if applicable net of Philhealth case rate For common procedures with codes provided for by the surgeon:

*NBB: 20 mins
*Private: 30 mins

For “rarely” encountered procedures; no codes provided for by the surgeon: 40mins

*NBB: 40mins
*Private: 60mins

(The time set here applies provided the patient has been entered in IHOMIS and all charges have been posted therein; otherwise a 30-minute extension might be necessary for such processes. It also applies to patients whose PHIC eligibility has already been verified and required documents have already been submitted, checked and verified. Otherwise the time set for verification of PHIC eligibility and documents required will apply on top of the time set for the above transaction.)
Billing Clerk Face sheets SOA

PWD/Senior Citizen ID

MSS Classification
5 The patient shall secure SOA from Billing and proceed to the Cashier for payment of bills Issue SOA to the patient for payment at the Cashier 5 minutes Statement of Account
6 The patient shall present the Official Receipt (OR) or Acknowledg-ment Receipt (AR) to Billing Record the OR/AR number and amount paid on SOA; issue Discharge Clearance to the patient 10 minutes Billing Clerk Official Receipt (OR)
Acknowledg-ment Receipt (AR)
Discharge Clearance
7 The patient shall proceed to the Security Guard and present the Discharge Pass to the guard-on-duty The guard-on-duty shall check the Discharge Clearance and record the patient’s departure from the hospital 5 minutes Billing Clerk Discharge Clearance
Inquiries, feedback, suggestions, recommendations, and complaints may be sent to/filed with:
GINA P. BORROMEO, Section Head, Billing and Claims Sections

Contact no.: 0905-892-1185
Email address: lchbillings@gmail.com

Blood Clearance / Clinical Laboratory Clearance

No. Client Step Agency Activity Person Responsible Documents to be presented Maximum Time of Transaction Amount of Fees
1 Get a number from Blood Station Staff on Duty Provides the queue number and briefly explain waiting time procedure Staff on Duty Blood Station Blood Issuance Form 3 minutes
2 Present Blood Issuance Form/Clearance Form Receive requirements and check if accounts are settled Staff on Blood Station/Clinical Laboratory Blood Issuance Form/Clearance Form 30 minutes
3 Fill out applicable forms Process registration

Give charge slip to the patient

Instruct patient to pay applicable fees
Staff on Duty Clinical Laboratory Doctors Request Form 5 minutes
4 Get a number from queuing machine Staff on Duty Cashier Office Refer to citizen’s charter Cashier Department
5 Pay applicable fees Receive payment and issue official receipt Staff on Duty Cashier Office Laboratory Charge Slip Refer to citizen’s charter Cashier Department
6 Present copy of official receipt Record official receipt number Staff on Duty Clinical Laboratory Official Receipt 2 minutes
7 Issuance of clearance The blood bank personnel will stamp the blood issuance form/clearance form CLEARED; with its signature affixed below; as a mark that the patient is free from all of his/her blood liabilities. Staff on Duty Medical Technologist Clinical Laboratory Reception area, Blood Bank 5 minutes
End of transaction

In the event that the result is delayed because of unforeseen events such as natural calamities, machine breakdown, hemolyzed or unacceptable samples and circumstances beyond our control the client is  advised by the clinical laboratory/blood station staff on duty via text or call if re-extraction is needed or result is already available.

Inquiries, Feedback Mechanisms, Suggestions, Recommendations as well as Complaints may be send to/filed to:

Carlo Simeon Alvarado-Chief Medical Technologist – Clinical Laboratory


Information Technology Section Procedures

Request for PC, Printer, Internet and Network Repair or Troubleshooting

Step Action to take
(Client)
Corresponding task of Hospital Personnel Duration of Activity(Maximum Time) Person in-charge Documents required Fees
1 Hospital Staff with Job Order Request for PC or Printer Repair or Troubleshooting • Receives Job Order Request Form

• Verify/Checks the area that needs assistance and their concern
30 minutes IT Staff Job Order Request Form
2 Hospital Staff demonstrates the Issue or Technical Problem • Visits the area with concern and physically inspect the problem 30 minutes IT Staff
3 Hospital Staff concurs that the technical issue is resolved • Troubleshoots the technical issue and ensures that the problem is solved 60-480 minutes IT Staff Fully Accomplished Job Order Request Form

Request for Assistance and Troubleshooting for IHOMIS

Step Action to take
(Client)
Corresponding task of Hospital Personnel Duration of Activity(Maximum Time) Person in-charge Documents required Fees
1 Hospital Staff with Job Order Request for assistance and troubleshooting for IHOMIS • Receives Job Order Request Form

• Verify/Checks the area that needs assistance and their concern
15 minutes IT Staff Job Order Request Form
2 Hospital Staff demonstrates the Issue or Technical Problem • Visits the area with concern and physically inspect the problem 15 minutes IT Staff
3 Hospital Staff concurs that the technical issue is resolved • Troubleshoots the technical issue and ensures that the problem is solved 120 minutes IT Staff Fully Accomplished Job Order Request Form

Transmission of Philhealth E-Claims via IHOMIS

Step Action to take
(Client)
Corresponding task of Hospital Personnel Duration of Activity(Maximum Time) Person in-charge Documents required Fees
1 Hospital Staff with complete Philhealth Claims Documents • Receives Philhealth Claims Documents

• Verify/Checks that the documents are complete and intact
60 minutes IT Staff Philhealth Claims Documents
2 • Prepare PHIC claims in iHOMIS

• Scans all documents and converts them into appropriate files needed for transmission
120 minutes IT Staff
3 • Transmits all documents to Philhealth before the deadline 60 minutes IT Staff Completed Transmission of E-Claims Awaiting Approval

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