UNIT I: INTRODUCTION TO HEALTHCARE SET-UP
membership fees and fund-raising events
Healthcare professionals- backbone of
healthcare system
TYPES OF HOSPITAL (Government Sector)
1. PRIMARY HEALTH CENTER (PHC)
Immunizations, vitamins, treats simple
illnesses Can be found in rural areas
2. COMMUNITY HEALTH CENTER (CHC)
Around 5-6 primary health center report here
3. DISTRICT HOSPITALS
Have basic facilities
4. TEACHING/SPECIALTY HOSPITALS
Connected to a medical school or university
RLE (Related Learning Experience)
Ex. East Avenue Medical Center, Philippine
Heart Center
TYPES OF HOSPITAL (Private Sector)
1. GENERAL PRACTITIONERS AND CLINICS
Front liner
Caters outpatients
Doesn’t have specialty doctors
2. POLYCLINIC
Have specialty doctors
3. NURSING HOMES/HOSPICE
This is usually for terminally ill patients and
elderly people
Can be considered as “home for the aged”
Caters inpatient
4. PRIVATE SUPER-SPECIALTY HOSPITALS
Caters outpatients and inpatients
Ex. Makati Medical Center, St. Luke’s Medical
Center, The Medical City, Asian Hospital and
Medical Center, Cardinal Santos Medical Center
10. OPHTHALMOLOGY (Ophthalmologist) –deals with
eyes diseases
NGO SECTOR- their funds come from donations,
HOSPITAL- a place where you will take care of
patients
FUNCTIONS OF HOSPITAL
Supervise the staff activities
Taking care of sick and
injured Prevention of disease
Maintain clean and safe environment
Diagnosis and treatment of disease
Ensure safety of patients
Safe maintenance of patient’s records
Ensure drugs/medicine are available
Maintains health by providing nutritious
foods Rehabilitation and vocational training
Medical education and research
 National Kidney and Transplant
Institute (NKTI)
 Philippine Heart Center (PHC)
 Lung Center of the Philippines (LCP)
 National Center for Mental Health ( NCMH)
 National Children’s Hospital (NCH)
MEDICAL SPECIALTIES
1. CARDIOLOGY (Cardiologist) -specializes in heart
2. SURGERY (Surgeon) –treatment of disease
through operation
3. ORTHOPEDICS (Orthopedist/Orthopedic Surgeon) -
operates on muscular skeletal system
4. PEDIATRICS (Pediatrician) –deals w/ the diseases
of children
5. GYNECOLOGY (Gynecologist) –deals w/ the
diseases on female reproductive organ
6. DERMATOLOGY (Dermatologist) –treats skin diseases
7. ANESTHESIOLOGY (Anesthesiologist) –drugs patients;
usually they partner w/ surgeons
8. NEPHROLOGY (Nephrologist) –deals with kidney
diseases
9. ONCOLOGY (Oncologist) –specializes cancer patients
11. EMERGENCY MEDICINE- emergency patients;
caters symptoms of a prolonged disease
 Patient enters hospital
DEPARTMENTS IN HOSPITAL
Registration
1. OUTPATIENT DEPARTMENT
Consultation
Doesn’t do admissions
Ex. Gastroenterology, Pulmonology, Admission
ENT, etc.
Treatment
2. INPATIENT DEPARTMENT Patient leaves hospital
A. WARD- where the patient stays for his/her
confinement in the hospital
HEALTHCARE PROFFESIONAL CAREER OPTIONS
TYPES OF WARD
Healthcare Professional (HCP)
1. Children’s ward
An individual who has received special training
2. Geriatric ward or education in a healthcare-related field
including administration or patient care.
3. Private room

4. Semi-private room The HCPs are service providers in:

Hospitals
5. Public ward
Nursing homes
6. Presidential suite Rehabilitation Facilities
Patient’s Homes
B. SURGERY- the place where they do operations

- RECOVERY ROOM- a room that patient

stays after a surgery QUALITIES OF A HCP
C. ICU (Intensive Care Unit) - a ward that has the highest Healthcare professionals need to be:
care
1. Mature and responsible
NICU (Neonatal Intensive Care Unit) - a ward for
infants and children 2. Friendly and helpful

3. Practical and be able to find solution to problems

PROTOCOL IN HOSPITAL 4. Punctual

OUTPATIENT 5. Honest

Patient enters hospital 6. Good Listener

Registration 7. Patience

Consultation 8. Able to relate well with people from different

cultures
Patient leaves hospital

INPATIENT
ROLES AND RESPONSIBILITIES OF HCPs

Roles

1. Patient Comfort

2. Supervision
3. Working conditions 4. Emotional well-being of the patient
5. Housekeeping duties
6. Patient monitoring duties
Responsibilities
1. Dependability
 Being on time
 Reporting in and out timings when you leave the
area
 Doing your job to the best of your ability
 Calling your supervisor and informing him/her
beforehand when you absent to the work
2. Honesty
 Never sign in or sign out another person
 Never take anything from the hospital that is not
yours
 Never say you have completed your work when you
have not completed
3. Attitude
 Be ready to do a good job
 Be willing to help co-workers
 Be aware of your facial expressions and always be
positive
4. Follow the rules and regulations
 Read the policy manual of the hospital
 Read the procedure manual of the hospital
PROFESSIONALISM AND INTEGRITY
1. Always wear your official I.D at work
2. Treat each other with kindness, respect, and
professionalism
3. Show self-confidence and logical thinking during
phone and personal contact with patient
4. When calling to schedule an appointment, always
identify (introduce) yourself as the hospital staff
5. Maintain confidentiality of the collected information
3. Maintenance and Housekeeping
6. Any problems must be reported to superiors
immediately
7. Record all the patient information honestly and
accurately
8. Follow good safety principles and instructions
9. Always complete laboratory slips
10. Complete and explain all health history questions
11. Always record correct measurements of height,
weight, pulse, and blood pressure
12. Remember that the hospital is a non-smoking zone
ETHICS FOR HCP
Ethics is a code of conduct representing ideal behavior
for a group of people.
1. be loyal to patients, co-workers, and hospital
2. Know your limitations
3. be sincere in performing the duties and expect only
your salaries in return
4. Respect the privacy of others
5. Always treat others as you treat yourself
6. Never accept tips from the patient
Ethics of confidentiality
Do not discuss patient information with:
Another patient
Relatives and friends of the patient
Visitors to the hospital
Representatives of the news media
Fellow workers, except when required for
personal reasons
Your own relatives and friends
OVERVIEW OF THE CAREER OPTIONS IN HEALTHCARE
There are four major services in the hospital which can
provide job options
1. Therapeutic Services
2. Diagnostic Services (Paramedics)
4. Support Services
 Physiotherapy Assistant
THERAPEUTIC SERVICES Physiotherapist
Physician in-charge of the patient
1. Respiratory Therapy

Workers that help in treating the patients with 5. Food Service Department
breathing problems Workers are responsible for providing food with
Levels: appropriate nutritional value to the patients
and their attendants
Assistant
Respiratory Technologist Levels:
Pulmonologist Food Service Assistant
Diet Technician
2. Pharmacy
Dietician
Workers dispense medications and sterile
solutions. They also control the distribution of 6. Medical Assistant
products such as narcotics, alcohols, and
They do both administrative and clinical tasks.
barbiturates. They are responsible for checking They have variety of duties, some may do the
the expiry dates of vaccines and medicines from back office works and others may work in the
time to time front office.
Levels: Levels:
Pharmacy Workers Administrative/Front Office Medical Assistant
Pharmacy Helper Clinical/Back Office Assistant
Pharmacist Office Manager
3. Occupational Therapy 7. Dental Department
Workers help both well and disabled patients to Helps in maintaining oral/mouth hygiene and to
do their daily activities independently by repair dental abnormalities. They help in the
planning, developing, and maintaining the treatment and in prevention of hard and soft
patient’s activities tissue problems of the mouth.
Levels: Levels:
Occupational Therapy Assistant Dental Assistant
Occupational Therapist
Dental Laboratory Technologist
Physician in-charge of the patient Dentist
4. Physiotherapy Workers 8. Nursing
Workers that help people with injuries or Workers that provide many different and
diseases of the muscles, nerves, joints, and important services
bones to become normal. The physiotherapy
workers help the patient to become normal and Levels:
do their daily activities.
Assistant Nurse
Levels: Staff Nurse
Nurse Supervisor
Nursing Director
DIAGNO 1. Medical Laboratory Workers
STIC
SERVICE Workers makes note of the charges in
blood, urine, lymph, and body tissue
S
 2. Housekeeping
Levels:
Responsible for the cleanliness and neatness of
Laboratory Assistant the hospital. Cleanliness helps prevent the
Laboratory Technologist spread of infection and helps more pleasant
Laboratory Supervisor environment to the employees and clients.
Pathologists
Levels:
2. Radiology Workers
Housekeeping Attendant
Workers operate X-ray equipment for taking Housekeeping Supervisor
pictures of the internal parts of the body

Levels:
SUPPORT SERVICES
Darkroom Attendants
1. Admissions
Radiologic Technologist
Radiologist A staff responsible of the admission and
discharge of the patient. They help patients to
3. Electrocardiograph Technician fill the forms with necessary information to
Operate equipment that records the electrical maintain records correctly
changes that occur during a heartbeat graph.
Levels:
The recordings help doctors to diagnose
irregularities or abnormal changes in the Admission Office Guide
patient’s heart Admission Clerk
Admission Officer
Levels:
2. Medical Records Department
ECG Assistant
ECG Technician Maintains permanent records that describe the
patient’s condition and the treatment he/she
received
MAINTENANCE SERVICES
Levels:
1. Central Supply Workers Medical Record Clerk
Workers that supply the equipment and Medical Records Technician
materials necessary to each department. The Medical Records Librarian
equipment must be in working condition as
3. Ward Clerks
malfunctioning equipment can be life
threatening People responsible for the clerical, reception,

Levels: and communication duties in the ward or

different in-patient departments
Central Supply Worker
Chief Technician
Levels:
Supervisor Ward Clerk
Manager of the Ward Clerk
COMMUNICATION, APPERANCE, AND SERVICE 5 Elements of Communication
STANDARDS
1. Sender
Elements of Communication
2. Message
Communication is the basis for all human
understanding, interactions and relationships 3. Channel or transmitting medium

4. Receiver
 Could be transmitted through email, letter,
5. Feedback (unfortunately, not always requested by report, menu, etc.
sender)

NON-VERBAL COMMUNICATION
Confidentiality is the right of every patient and must be
reported at all times. This means that all matters Uses symbols and signs and not words to
relating to the information about the patient is secret communicate
and should not be discussed with anyone who is All about body language of sender
supposed to know it. Message can also be send through facial
expressions, the way a person dressed,
gestures, touch, etc.
VERBAL COMMUNICATION Can be facial expressions
Gestures
Refers to the form of communication in which
Touch is very important as a healthcare
message is transmitted verbally; professional
communication is by word of mouth or piece of
writing

Verbal communication can be developed in many ways: MASS COMMUNICATION

Talking to people constantly Usually identified as mass media
Following mass media Ex. Books, cinema, television, etc.
Read a lot

2 TYPES
BARRIERS OF COMMUNICATION
1. Oral Communication
1. Language Barrier
Spoken words are used, ex. Face to face
Different languages, vocabulary, accent, dialect
conversation, speech, telephonic conversation,
video, radio, television 2. Cultural Barrier
2. Written Communication Age, education, gender, social status, economic
position, religion, etc.
Written signs or symbols are used to
communicate 3. Individual Barrier
May be printed or hand written
Human memory cannot function beyond a limit

4. Organizational Barrier

Organization’s culture, regulations, status

relationship, staff shortage, etc.

5. Interpersonal Barrier
Lack of trust in employees, lack of knowledge of
non-verbal clues like facial expression, body
language, fear of losing power, shortage of time
for employees, poor relationship with employer

6. Attitudinal Barrier
Limited physical and mental skills, 7. Channel Barrier
intelligence, understanding, creates a barrier,
Wrong medium for communication
it affects attitude and opinion
8. Labeling

Naming individuals, ex. Lazy, complainer
9. Sensory Impairment
Deafness, blindness can be a
communication barrier
MEASURES OBSERVE TO BREAK THE BARRIER
Some barrier that HCP must avoid are:
1. To become angry about the patient’s words
or behavior
2. Speaking to elders in disrespectful or childish manner
3. Interrupting the speaker and giving your ideas
4. Giving your view about patient’s beliefs,
telling him/her what they believe is wrong
5. Talking too fast or too slow that patient cannot
hear you
6. Making jokes about the feeling of patient’s
expressions of feeling unhappy or upset
7. Using medical terms that patient cannot understand
8. Ignoring the need for an interpreter when the
patient cannot understand the language of the country
9. Giving false assurances
DO’S FOR BREAKING BARRIERS
1. Express your feelings
2. Less use of words such as “never, always,
forever” etc.
3. Be a good listener
4. Understand information correctly before passing it to
someone else
Judging. After you are sure you understood what the
speaker has said, think about if it is making sense
5. Use specific and correct words
6. Always try to understand the speaker
7. Make eye contact to speaker
8. Write the instructions if the information is very
detailed or difficult
9. Oral communication
10. Ask to repeat again if necessary
11. Create a friendship
12. Show interest in purposeful and focused
communication
13. Get proper feedback
DON’T’S FOR BREAKING BARRIERS
1. Don’t be a selective listener
2. Don’t feel that others are always wrong
3. Don’t be a daydreamer
4. Don’t use commands for communication
5. Don’t use too many technical terms
6. Don’t judge people immediately
7. Don’t stop speaker or disturb him/her by asking
too many unnecessary questions
KEY SKILLS FOR EFFECTIVE COMMUNICATION
Listening Skills
This skill helps the HCP to understand what others
are saying. This can be improved through
practice
Good listening can give you better information.
Poor listening creates misunderstanding, waste
time, and allows mistakes
Interest. Show interest on the person that is sending the
message
Hearing. Listening well to what the speaker is saying
Do not interrupt. Allow the sender to give the entire
message
READING SKILLS
 WRITING SKILLS
What is Reading?
This is an art of communicating thoughts to the
This means understand the written text. When mind through the eye
we read, we understand the text in three (3)
levels Types of Writing

1. Read the lines Filling forms

Writing memos
2. Read between the lines
Writing business letters
3. Read beyond the lines Completing applications
Writing daily reports
Other documentations
Reading is a decoding process
Plan your writing
Encoder/Writer > Message > Decoder/Reader
1. Determine the purpose of your writing

2. Know your receiver/audience

PURPOSES OF READING
3. Organize your ideas, thoughts, and notes
What do we read?
Newspapers and magazines
PROFESSIONAL APPEARANCE
Advertisements, leaflets and pamphlets
Textbooks, novels, and short stories Your appearance is the representative if your
Letter capabilities
Email
Uniforms
Recipes, menus
Badges
Articles, reports, and legal documents Professional appearance (in terms of behavior)
Dictionaries
- Be willing to do a job
Cartoons and comic strips
- Be willing to help co-workers
Timetables, maps, statistical graphs, and
- Be aware of your facial expressions
diagrams
- Always use polite tones and words
Reading for information may be internal or external Personal Grooming
Internal reading. You read to gather information about This also refers to a personal hygiene. An act of
what is going on within the hospital taking care of your body through proper
cleanliness and self-care
External reading. Gathering information on your field
but outside the hospital
Tips to de-stress
Professional reading. Done when you need to continue Try physical activity
learning and studying to develop your skills
Share your stress
Know your limits
Take care of yourself
Make time for fun
Prioritize your task
It’s OK to cry
Avoid self-medication
PHONE ETIQUETTE Placing a call

One of the main complain of the client is that Keep frequently called numbers at one
their phone calls are not received properly place Double check the name and number
of the
 person you want to call
Know how to pronounce name
Check if it is appropriate to call
If the line has disturbance tell the caller that
you will call back
Basic Guidelines (in a phone call)
Identify yourself
Address the caller by his name
Keep conversation brief
Never be rude
Listen carefully
Do not stop the person in between when talking
Do not eat or chew something while speaking in
the phone
If you want to put the caller on hold, request
his/her permission to do so
Like thoughtful words (thank you, I appreciate
your assistance)
End conversation with proper salutation
Let the caller put the phone first
When receiving a call, pick-up within three rings
In case of missed calls, call back immediately
Wrong number
If you call the wrong number, express regret If
someone mistakenly call you, inform the
caller politely
If the person called you while trying to call
other department/person in the hospital, help
him/her by giving the correct number
Cellphone etiquette
Do not use loud, irritating ring tone
Do not shout over the phone
The volume of speech should not disturb others
in the hospital
Do not wear earphone while using the
cellphone
Do not give cellphone number to patients or
their attendants
Do not carry cellphone to critical units, pediatric
wards, etc.

Managing angry callers

Listen to the complaint/problem properly

Do not stop him/her, let him/her finish the
whole thing first
Do not say “you are wrong”
After he/she has finished you may say
thoughtful words
Look into the problem and be able to solve it
If you cannot solve the problem, tell him/her
the process how to solve the problem(how
long)
Do not mislead (fool)
Call back as early as possible when you have
information regarding the problem