DEPARTMENT OF HEALTH

Quality Objectives & Plans Monitoring

CY 2014
Version 0
Section A: General Information
Office: Regional Office II Division/Section/Unit: RLED/CAO
Program/Project: Support Service
Process: Handling of Consumer Complaints
Section B : Directives
B.1 PGS/KP Goals
Better Health Outcomes Responsive Health System Equitable Health Financing
B.2 Strategic Thrusts
Financial Risk Protection Improving Access to quality health facilities Achieving Health-Related MDGs
B.3 Quality Policy
Guarantee equitable, accessible and quality health services
Ensure highest standard of health care in compliance with statutory and regulatory requirements
Continually improve our QMS to the satisfaction of our Citizens

Section C: Objectives
Actual Measurement of
Measurable Achieved?
Quality Objectives Statements Accomplish Target
Target Yes/No
ment (How to measure)
C.1 DOH Objective/s
C.1.1 PGS: Guarantee accountability in DOH
C.1.2 MFO 2: TECHNICAL ADVISORY AND SUPPORT SERVICES
C.2 Office Objective/s
To ensure the satisfaction of our 90% of the clients are 90% 9/10 x 100 YES
clients satisfied

C.3 Process Objective/s

To ensure that all legitimate consumer Acted upon within 5 2 2/2 x 100 Yes
complaints shall be acted in an days after receipt
inexpensive, speedy and easily
available means of
conciliation/mediation/arbitration
To promote consumer education and
information
Section D. Quality Plan

Actual Persons Results /

Activities Date Accomplished
Budget Responsible Outputs

D.1 Conduct of initial evaluation of  2/26/2014 0 FDA Initial evaluation

complaint by RD  2/27/14 conducted

D.2 Receive and record consumer  2/26/14 58.00 FDA Complaints

complaints  2/28/14 CAO received and
recorded
D.3 Conduct of Conciliation/Mediation  3/3/14 827.60 Preliminary
 On-going Investigation
conducted
D.4 Submission of Report P50.00 Preliminary
Report
submitted
D.5Conduct of Arbitration

D.6 Conduct of Hearing

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 D.7 Render Decision

Prepared by: Reviewed by:

DOMINGO K. LAVADIA RIO L. MAGPANTAY,MD,PHSAE, CESO III

Administrative Assistant III Director IV
OIC Legal Section Head of Office
Process Owner

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