Document No.

QUALITY PROCEDURE
Rev. No. 01 Page
SICAT PROCEDURES
Issued By: Date:
Customer Feedback Procedure SICAT 07/14/
2016

1.0 Purpose Customer Feedback is a mechanism that record and

resolve related issues, inquiry/complaints from
costumers on specific services provided by SICAT.
Information gathered through the costumer’s feedback
will be used to answer customer queries or resolve
problems and at the same time serve as an input to
support the process of improving its services and
delivery system. Customer satisfaction shall be the end
objective of this process that ultimately reflects a quality
service delivery.

2.0 Scope The customer feedback process shall include gathering

of information that will cover all services provided by
SICAT and embraces all forms of feedback or
complaints either through telephone, face-to-face
method, feedback/suggestion box letter or information
acquired from meetings.
3.0 Definition of Terms The following terms as used in this Procedures shall
mean:

 Customer – refers to an individual or group of

persons interested in and recipient of SICAT
services. A customer may be classified as
internal or external.
 Customer Service Officer- refers to SICAT
personnel whose responsibility is to retrieve,
record and follow-up customer inquiry or
complaint.
 Customer Feedback Procedure – refers to an
established system to formally record and
respond to all queries, feedback or complaints
from customers either through telephone,
face-to-face contact, letters or formal
meetings.
 Complaints – refers to official issues raised
against existing systems, procedures or
programs/projects being implemented by
SICAT.
 Responsible Persons – refers to officials,
 Document No.
QUALITY PROCEDURE
Rev. No. 01 Page
SICAT PROCEDURES
Issued By: Date:
Customer Feedback Procedure SICAT 07/14/
2016

personnel or staff responsible and

accountable for implementation of the
programs and projects.
4.0 Responsibilities

Vocational School The procedure of customer feedback shall be the

Superintendent joint obligation of the Vocational School
Superintendent and SICAT Quality Management
QMR Committee and Review Committee. This responsibility includes
the maintenance and modification of procedures and
related methods.

Customer Service Officer

In any customer relationship process, management
support is a vital factor in the overall implementation
of the system. Management therefore should adopt a
written policy for customer feedback and specific
responsibility on customer relations should be
explicitly defined. In this case it is the responsibility
of the Customer Service Officer assigned to execute
the system and resolve the issues and problems
through an adopted process flow and documentation
procedure using the Customer Inquiry and Feedback
Form and Logbook to document the process.
 Document No.
QUALITY PROCEDURE
Rev. No. 01 Page
SICAT PROCEDURES
Issued By: Date:
Customer Feedback Procedure SICAT 07/14/
2016

5.0 Procedures

Responsibilities Key Steps Interfaces

Admits
Client/Patient
 Trainee’s School ID
 Health Record Log book
 Forms
Excuse slip
Checks/validates Survey Form
the submitted
credentials

Allows
patient/client to
enter the clinic if
School Nurse credentials are
valid

Checks chief
complaints of
patients/client
Takes:
Temperature
Pulse Rate
Respiratory Rate
Blood Pressure

A
 Document No.
QUALITY PROCEDURE
Rev. No. 01 Page
SICAT PROCEDURES
Issued By: Date:
Customer Feedback Procedure SICAT 07/14/
2016

Records
Record Book
medicines Medicines
dispensed

Releases Patient with

Follow-up instruction

6.0 Procedures Details

6.1 Admit Clients/Patients

Students/Employees/Clients will:

 Present school I.D.

 Present office I.D.

6.1 Check the Credentials

School Nurse will:

6.1.1 Check/validate the submitted credentials

6.1.2 Allow patient/client to enter the clinic if credentials are valid and
acceptable
6.1.3 Advise patient/client to prepare correct credentials if not valid

6.2 Medical Examination of Patient

School Nurse will:

6.2.1 Checks chief complaints of patients/client

Takes:
 Temperature
 Pulse Rate
 Respiratory Rate
 Blood Pressure
6.2.1 Assess chief complaints
 Document No.
QUALITY PROCEDURE
Rev. No. 01 Page
SICAT PROCEDURES
Issued By: Date:
Customer Feedback Procedure SICAT 07/14/
2016

6.2.2 Render treatment if manageable

6.2.3 Refer to medical management if not manageable

6.3 Recording

School Nurse will:

6.3.1 Record all medicines dispensed to clients for replacement of the

stocks.
6.3.2 Record to logbook and require patient/client for signature.

6.4 Release Patient with Follow-up Instruction.

7.0 References:

8.0 Attachments:
 Document No.
QUALITY PROCEDURE
Rev. No. 01 Page
SICAT PROCEDURES
Issued By: Date:
Customer Feedback Procedure SICAT 07/14/
2016