Updated as of May 12, 2023

Frequently Asked Questions:

Hospital Client Experience Survey (HCES) Form

Note: This document serves as the compilation of Frequently Asked Questions being submitted to
the team for clarification. You may use this as a reference for your guidance

Queries Answers

Who shall use the tool? ● Private hospitals and infirmaries and LGU hospitals and
infirmaries are encouraged to adopt as this tool was custom
Are private hospitals and fitted for hospitals mainly to monitor their responsiveness in the
facilities, and district context of the IPCHS Framework. It is ultimately under the
hospitals under province discretion of the facility's management if they will adopt the tool or
also required to not and if they will use this form on top of their own survey forms.
implement/use this tool? ● But for all DOH hospitals, medical centers and infirmaries,
sanitaria, GOCC hospitals, specialty centers, and all LGU
Should private facilities hospitals and infirmaries with Malasakit Centers, the
use the same format on adoption of this tool is required not only as a as this will also
top of our own survey serve as their compliance to ARTA and an indicator in the
form? Hospital Scorecard.

Is there a harmonized ● As per consultation with FICT, we were informed that TRCs were
CES tool for Treatment advised to utilize ARTA's CSM for now while they are
and Rehabilitation developing the CES Tool specific for TRCs.
Centers? ● For further clarifications, you may coordinate with Ms. Dianne
Rivera of the FICT Office of Asec Balboa.
● Submissions from TRCs shall not be included in the consolidated
report that the HFDB shall consolidate and submit.

Do we have another ● Since the HCES tool is intended to be used in all frontline
prescribed survey tool? areas/ services such as the ER, Wards, OPD, Laboratory,
Radiology, Billing, Pharmacy, Medical Social Service, Records,
Is the form for frontline etc. where the intended respondents are patients and their
service areas only? companions, non-frontline areas may also adopt the
prescribed CSM by ARTA or still utilize the HCES tool since the
questions are integrated.
● The consolidation and analysis process will be upon the discretion
of the management of the hospital.
● But for reporting purposes to HFDB, only the HCES results
shall be analyzed for responsiveness.

Is the form for frontline ● Yes. The tool is intended to be used in all frontline areas/
service areas only? services such as the ER, Wards, OPD, Laboratory, Radiology,
Billing, Pharmacy, Medical Social Service, Records, etc. where
the intended respondents are patients and their companions.
● Non-frontline areas may also opt to adopt the prescribed
CSM by ARTA or utilize the HCES tool since the questions are
integrated and it will be upon the discretion of the management to
consolidate the data.
 ● But for reporting purposes to HFDB, only frontline areas shall be
included in the analysis of responsiveness.

What is the role of ARTA ● ARTA's MC No. 2022-05 Guidelines on the Implementation of the
Committee in this HCES Harmonized Client Satisfaction Measurement (CSM), provided
guidance on what should be integrated in the tool with emphasis
to the Citizen's Charter. Likewise, questions to assess Service
Quality Dimensions helped further improve the scope of the tool.

Is this report recognized ● Yes. Upon consultation and coordination with the ARTA and
by ARTA? CART Secretariat in a meeting last January 4, 2023, the
integration of the CSM to the CES Tool was allowed and will
be accepted by ARTA as long as the questions for the Citizen’s
Charter and SQDs or their equivalent is present in the tool.
Hence, the harmonization of the Tool.

Will HCES eventually ● Yes, the HCES will replace the existing CES Tool.
replace the existing CES ● As previously discussed, the development of this tool arose from
form? the need to integrate ARTA's CSM to our hospitals' existing CES
tool in consideration of the goals of both tools.
● Start of implementation of the HCES tool will be in the 2nd
Semester/3rd quarter/Month of July of 2023.

Are we allowed to revise ● As the tool is already an integration of ARTA's CSM and the
the tool? standardized Client Experience Survey Tool, we wish to keep its
integrity as a standardized tool. Standardization enables us to
Do we need to adapt all compare, consolidate and analyze results across all hospitals and
aspects in the evaluation infirmaries. Modifications to the tool will require subsequent
survey? revisions in the computation and scoring system which will make it
difficult to align with other submissions.
● Should your facility revise this to accommodate your needs, we
suggest that you keep two version of the report generator, 1) to
be submitted to HFDB, 2) the revised version for your needs
● This form shall also be reviewed after its initial implementation

Is it possible that we ● Yes. hospitals and infirmaries are encouraged to utilize both
convert the survey into an printed and electronic means to implement the survey.
online form? ● Just make sure that these questionnaires are appropriately
numbered with a unique code for systematic encoding

Are LGU hospitals

included in the
consolidated report
● LGU hospitals with or without Malasakit Centers still need to
submitted to ARTA? submit a CSM report directly to ARTA to avoid non-submission.

● CSM reports submitted by HFDB to ARTA will only consist of

DOH hospitals.

● But the Annual Responsiveness Report shall include all

 submissions

Is there a Filipino version ● Currently, there is no Filipino version of the tool. A

of the new hospital client
experience survey form?
Can the DOH HFDB be
the one to provide HCES
form in major Filipino
languages?
standardized translation to the Filipino language is under
development but may take more time to be released since it has
to be pre-tested.
● You may opt to develop your own translation in line with the
guidelines presented and forward the translated tool to us.
● The HFDB currently does not have the capacity to translate the
forms in different Philippine dialects and languages as we are not
subject matter experts.

How will the harmonization ● Since the existing CES tool and HCES tool is measuring the same
of CES and CSM affect attribute, which is responsiveness, this shall not affect the
the metrics required for facility's OPCR. The computation for the indicator still follows the
OPCR 2023? same formula and the targets and rating scale shall stay the
same.

Where will we submit the ● NDA should be submitted alongside the online report generator
NDA? using the Submissions Google Form for every January 15th of the
following year.
● Submission Link: https://bit.ly/HCES_Submissions

What are considered ● Invalid Answers:

invalid surveys/answers?
● Invalid Surveys: delete the row along with its corresponding
○ Data 1 Sheet: Leave blank or choose others for responses
that do not fall under the categories provided.
○ Data 2 Sheet: Input zero for no answers or not applicable
rows in the Data 1 and Data 2 sheets.
○ Responses filled out by minors or less than 18 years old.
○ Responses without any demographic data
○ Responses that did not answer at least one question in each
strategy.
○ Empty Surveys
○ Collated Data Sheet: Rows show a #DIV!0 error

Can we modify the tool ● Yes, you may modify the HCES tool lay-out corresponding to your
aesthetically? needs, such as adding your hospital logo, as long as the contents
are not modified.