Problems of the Office

Tondo Medical Center aims to provide the most comprehensive and the best
possible patient care to the community it serves. However, encountering problems in a
medical environment is inevitable, especially in the field of information technology. The
biggest IT challenge faced today by Tondo Medical Center is meeting increasing
demand from patients for data and information accessibility. The major problems
experienced within the hospital that can be addressed with a computerized system
solution are the following:
Problem 1: Billing System Inefficiency

Database management of patient information is not centralized, which makes the

process of updating the services availed by the patient a tedious task.
Symptom 1
The individual chart of the patient goes through all the departments (Central
Supply Room, Laboratory, Radiology and Pharmacy) to update the record of patient’s
services that might have been availed by the patient in each department, whereas not
all patients avails all services offered by Tondo Medical Center. So to say, individual
patient chart spends up time to departments where no services have been availed.
Symptom 2
Individual patient charts are collected first and processed in groups before leaving
a particular department, for example the Laboratory department, that requires a
comparatively long period of patient’s time instead of individual patient charts being
processed after every submission in each department.

Problem 2: Ineffective Inventory Control System of Medical Supplies

The release of medical supplies inventory as to replenishment takes too much

time to be processed.
Symptom 1

Due to lack of a formalized process causing an ineffective inventory control

system, some of the medical supplies inventory turned out to be out of stock. It usually
happens because the medical supplies inventory ordering was completely based on
inference and presumption of which medical supplies inventory were currently being
utilized and which medical supplies inventory may be needed in the future. Since real-
time inventory is not implemented, the needed medical supplies inventory to be
replenished consumes too much time to be figured out as it delays its order and
release.
Symptom 2
Poor monitoring of medical supplies inventory forced TMC to outsource their
supplies just to satisfy their patients.

Problem to be Solved: Billing System Inefficiency

Tondo Medical Center’s process of billing statement urgently calls for a change
that’s why the group selected the problem 1 to be solved with a system solution. The
need of change in the decentralized database management of patients’ information is
due to the excessive consumption of a patient’s time—time spent waiting for a chart to
be processed undergoing into different departments where the concerned part is not
directly related and time spent that could have been faster if processed individually.
Justification for selection (e.g., objectives addressed, backing by mgt., etc.)
The proposed solution aims to improve the efficiency of Tondo Medical Center
specifically concerned with the processing of billing statements which will increase
satisfaction of patients and reduce their waiting time throughout the hospital system.
Tondo Medical Center is directed to becoming a hospital for health service
excellence which is in accordance to the company’s mission statement. Its Quality
Policy also states that “Tondo Medical Center, a tertiary, training and service-oriented
hospital is committed to deliver compassionate, efficient, affordable and accessible
health services to enhance patient satisfaction, to meet legal and statutory
requirements, and to continually improve the quality management system.” Solving the
problem stated would justify these statements. In order for Tondo Medical Center to
stay competitive, this hospital must have a solution to make the experience of patients
as smooth and cost efficient as possible.
The table below describes the billing statement procedure of Tondo Medical
Center, whereas it serves as a proof why the process of billing statement needs a
change.
Table 1. Billing Statement Procedures

Allowable
Period of
Step Activities Necessary Documentary Responsible Extension &
Form Requirement Officer/Empl Acceptable
oyee Reason

1 Inform Social Service Referral slip Social Worker 5 min- other

hospital admission
policies/ Accommodatio being
 PHIC/ Pay n Slip None Social Worker attended
accommodati
on Hospital Card Medicare/Billi
ng Clerk
a. Service
Social Worker
b. PhilHealth
Medicare/
c. Pay Billing Clerk

2 Notify ward None None Nurse on Duty 5 min – if line

nurse is busy

3 Issues Clearance slip Doctor’s order Nursing

clearance in the chart Attendant on
slip/ instructs Duty
what to do

4 Seeks Clearance slip None Watcher/ 5 min.

clearance Relative of waiting time
Summary of None patient if others
4.1. Lab/ unbilled paying ahead
Blood Bank charges Abstract of Duty Med.
– Stamps charges/ Tech. 5 min if
Cleared Charge slips temporary bill others
Duty Rad. waiting for
4.2. X-ray Clearance slip Items 1 & 2.1 Tech. their turn
to 2.4
Pays/ gets completed Watcher - do -
official receipt
Pharmacist
4.3
Pharmacy- Watcher
Checks/
Prepares bill. Pharmacist

Pays/ get Duty Billing

official OR. Clerk

Write down
OR

number and
sign the
clearance
slip/ instruct
the patient to
go back to
the nursing
station

4.4. Billing –
Checks/
Prepares bill/
stamps
clearance

4.5. Cashier