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The Official Publication of Davao Doctors Hospital | T2 Issue | August 2018

Conversations Patient Experience Group PAGE 6

Cover Story


The Ultimate Measure of Care PAGE 4

PATIENT EXPERIENCE: The Ultimate Measure of Care

Features Another DDH Milestone: State-of-the-art Fetal Telemetry PAGE 9 Sterile Service Evolution...Rising Above! PAGE 11 1st Scoliosis Screening Program PAGE 12

Community Pulse

Davao Doctors Hospital Joined Brigada Eskwela 2018 PAGE 13 Planting for our Future: Mangrove Planting Initiative PAGE 14

Meet the Experts

Get to know Leo Silva and Aljun Persillas of Patient Experience Group PAGE 9


Touch Point! “ A hospital without compassion is like Disneyland without fun.” Fred Lee


veryday, thousands of patients pass through the doors of our hospital to consult with their doctors, have laboratory and imaging tests done, be administered medications, undergo procedures and for a myriad other health processes. From the time this sea of people step into our portals, to the time they leave, they would’ve experienced the world of Davao Doctors Hospital. All too often, we think that what makes patients loyal to a hospital is how good their doctors are, or how modern the facilities and equipment, or how caring or how pretty the nurses are. In truth, it is all of these and more. The totality of the experience is what will make Davao Doctors the preferred healthcare provider of a patient. There are many routine actions done by all of us throughout the day. A security guard inspects the bags of each and every person entering our territory. A laboratory technician extracts blood, a nurse medicates, an orderly transports patients, the janitor mops the floor, the doctors make rounds. But what differentiates one security guard or doctor or technician or nurse or billing clerk, from another, that would spell a positive patient experience? One lab technician can be a source of a positive or negative experience depending on his demeanour when extracting blood. A janitor stopping his mopping to give careful direction to an inquiring patient, can be a pleasant experience for that patient. A doctor, taking time to sit down and pray with his patient can impact a patient beyond one can imagine. It’s the respect, the sensitivity, the attention afforded them at each touch point that creates emotional attachment. These are bundled in the word “compassion”, and each one of us is a touch point where compassion can be manifested. This issue of PULSE desires to explore the concept of “patient experience” and how we are moving towards realizing each of us contribute as Touch Points.


Raymund CS Del Val | Noel A. Villanueva,MD Jastene Angelene Galcacio | Jencynt Chu Leo Silva | Dr. Ramona Reyes | Ace Perez Noel Basco, Jr. | Sonia Evalyn C. Calugas


Edu Lopez | Katrina Sanchez

LAYOUT & GRAPHICS | Jencynt Chu PHOTOGRAPHY | Cholo Dumlao | Gray Tillo

THE PULSE is the official quarterly newsletter of Davao Doctors Hospital published by Davao Doctors Hospital. Printed in Davao City, Philippines. Distributed in Mindanao for the medical community, health enthusiasts, as well as select hotels, restaurants, cafes, fitness centers and health establishments. No part of this publication may be reproduced or transmitted in any form or by any means, without permission in writing from the Publisher. FOR ADVERTISING & OTHER INQUIRIES Email: Call: (082) 222-8000 loc. 1188

JOIN OUR TEAM! We need writers, artists and photographers. Graphic and written contributions are welcome. COMMENTS? SUGGESTIONS? Email:

PRESIDENT’S VIEWPOINT Engage the DDH Way: A Commitment of Outstanding Service to our Patients


hat is patient engagement? Having been in this business for seven years, I have began to understand the importance of engagement, not only with our medical doctors and staff, but most especially with our patients and their families. As noted by a report from the Healthcare Information and Management Systems Society (HIMSS), patient engagement involves “providers and patients working together to improve health”. Therefore, the very goal of patient engagement is to inform people about possible options for their treatment, medications, recovery, and all other features of the healthcare system assisting them. Benefits of patient engagement Engaging patients is a good practice as it gives a venue for both the hospital’s teams and the patients to effectively communicate. And we all know that communication is the key to success – in this sense, success in clinical outcomes. With patient engagement, we set the bar high to provide more detailed and comprehensive care. With this, we can increase customer satisfaction and loyalty as well as acquire increased revenue. What have we done? It has been shown that greater engagement in healthcare leads

to improved health outcomes. And one of our mission in DDH is to ensure excellent clinical outcomes. But this would be hard to achieve without patient engagement. That is why we made a lot of changes through the years – changes that allowed us to value patient and doctors’ concerns, and address it with very effective and convenient outputs. One of which is the Patient ID Card that provides secure access to patient records and results. This automated system lessens waiting time and record errors as it releases online outpatient test results via email. Perks and rewards also await those who regularly use DDH Patient ID Card. Another DDH patient engagement is to continuously host all year round Health Awareness Activities. These fairs just don’t benefit our patients, but also our visitors. We make sure we spread knowledge about health spearheaded only by the best doctors and medical practitioners in the region. This also serves as our act of giving back to the community for entrusting their lives and allegiance to us. On top of that, we at DDH has digitally transformed to make things simpler. We acquire state-of-the-art facilities and equipment to give our patients healthcare programs of their choices. We create packages that best fit their needs and give them more options to choose from. The renovation of our buildings has been relentless, as we believe that we still have a lot to improve and to offer. We never cease to train our people to provide customer care beyond expectations. All of these and more just to deliver safe, effective, and quality service for everybody. Here at DDH, we strive not only to maintain patient engagement but to improve it. We motivate people to be fully engaged as we do our part in furnishing patients with our outstanding service.


DOCTOR’S CHART What Patients Value


roviding excellent clinical outcomes has for the longest time been the major objective of the best Healthcare providers worldwide. However, studies show that Patient experience during the care process is increasingly becoming as important as clinical outcomes. The less the suffering during the delivery of care, the more positive is patient experience. One, that is valued most by patients, is ease of scheduling appointments. Next, is adequate and timely information about their disease. Equally valued is empathetic communication from the care team. Sixty percent of complaints and dissatisfaction comes from relatives and caregivers of patients. Healthcare providers, therefore, must satisfy not only the patient but the relatives as

well. What are some of the things we can do to improve patient experience? · Start seeing patients in our clinics on the stated clinic hours. · Allow patients to tell their stories without interruption. · Take the time to answer their questions. · Explain results of diagnostic procedures and their implications. · Schedule conferences with the family members along with the other members of the care team, the more frequent the better. · Write down the complete diagnosis in the front sheet of the charts and indicate our professional fees before the day of discharge . · Have our clinic secretaries undergo customer service training.

NOEL A VILLANUEVA, MD Medical Director THE PULSE | August 2018




The Ultimate Measure of Care by: Leo Silva


linical outcomes, patient satisfaction, patient engagement……All these are summed up in the phrase PATIENT EXPERIENCE.

Patient Experience is a global revolutionary idea for health care. Beryl Institute, one of its lead advocate, has defined Patient Experience as, “The sum of all interactions, shaped by an organization’s culture, which influence patient perceptions, across the continuum of care.” It is going back to the basics of caring for people. The working principle goes around the three crucial values: Compassion, Courtesy and Respect, and Seamless Communication. This goes beyond administrative protocols. 4

THE PULSE | August 2018

COVER STORY In the recent years, Healthcare has become one of the fast growing industries when corporate management took over its business aspect. It then attracted more and more investors. However, the complexities of its life and death situations and processes, need for sophisticated skill of its people, the idiosyncracies of its clients as well as the cost of sustaining its bottom line, make healthcare a rather stressful and complicated industry. Undeniably, our clients will not go to you for R and R. They are sick. They are injured. They are helpless. They are most vulnerable. They are the most anxious. They go to you because they need care. Often, they come financially unprepared. These constitute the challenge for health care provider.

performance is culture. This has broken the silos and opened up a multidisciplinary approach which empowers and engages patients and their families in coming up with their health care plan. Studies also show that organizations who commit to transform the culture from blaming to a just culture has been rewarded by enjoying an atmosphere of engagement and transparency. In a report released by Beryl Institute entitled -”The State of Patient Experience in 2017: Going Back to Purpose”, Patient Experience is now being recognized as an integrated effort touching on much of what we do in healthcare and one that drives clear and measurable outcomes.

DDH Patient Experience Group Davao Doctors Hospital, despite being the forerunner in the provision of quality and safe health care in Southern The Patient Experience Group of Davao Doctors Hospital Philippines, is not exempted from receiving complaints, is now working closely with the Quality Management disappointments and adverse events. Despite aggressive and Accreditation Department in integrating patient experience in all standards of innovation and integration care. Key projects include: Care of technology for quality and safety, there is still a great need [DDH] decided to integrate patient Conference, Weekly Patient Experience Huddle, Patient and to transform its culture towards the three fundamental values experience as part of its operational Family Advisory Council, and of human care. It may sound strategy. [...]a clear statement of Carers Forum. Engagement of the health care providers is also so easy, but changing mind set and human behaviour are the commitment to transform the way care a priority. As an organization, acknowledges that a toughest hurdles . is delivered by engaging both the DDH strong relationship with care In 2017, the executive recipient (patient and family) and the providers is a key element that drives positive experience committee of the hospital and leads to positive clinical decided to integrate patient care provider. outcome. In order to ensure a experience as part of its operational strategy. This first big step is a clear statement culture of highly engaged care providers, Stress Debriefing of commitment to transform the way care is being sessions are being done together with the Learning and delivered by engaging both the recipient (patient and Development Department. The aim is to alleviate burnout, family) and the care provider (Health Care Team). Human especially among doctors and nurses. The program involves experience is now an integral part of every policies and activities such as Laughter Yoga and Psychological First Aid. Immersion to Patient Experience is also done as part procedures made and revised. of the General Orientation Program, prior to deployment of all employees. New hires appreciate that they are touch Reactions points in the whole of a patient’s experience. Skeptic of this revolutionary idea is, “Will it have a positive impact in patient outcomes?” Thomas H. Lee, MD in his As we pursue excellence in healthcare, Davao Doctors article, “How U.S. Health Care Got Safer by Focusing on the Hospital’s strong leadership commitment will ensure Patient Experience”, reveals two critical factors relevant a continuous striving towards its vision, to go beyond to patient experience. First, there is a positive correlation borders. ________________________________________________________________ between better patient experience and quality outcomes, LEO SILVA is DDH’s Assistant Director for Patient Experience and Auxillary Group and second, that the common factor driving better under HR and Admin

THE PULSE | August 2018



Patient Experience Group by: Jencynt Chu

“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them”. - Kevin Stirts ver the past years of conducting patient surveys, DDH came to a conclusion that it takes more than medical care and treatment to satisfy patients. Based on the results, patients appraise the entirety of their hospital experience to determine whether it was positive or not. In this focus group discussion, we gathered the staff of our Patient Experience Department to get insights on the role they play in enhancing patient experience.


How does your department help in the improvement of patient’s experience? Aljun Presillas – Patient Experience Officer We assess the experiences of our clients . First, we identify yung meron yung hospital, then we find out kung ano yung mga sinabi ng patient namin about them. Second, we ask kung ano yung mga things that we need to improve. Through listening to our clients, we were able to see ano yung mga gaps na kailangan nating ayusin. Katrinna Maquidato – Patient Experience Associate As patient experience associate, I must be present to hear complaints. We mediate ….may mga times talaga na when hindi nila maiintindihan kung ano ba talaga yung need ng patient. We’re there to mediate and facilitate , and eventually, we do service recovery. We also serve as the cancer care support group. We visit our cancer patients twice a month; second and fourth Thursday of the month. Nagbibigay kami ng activities for the cancer patients and kanilang family members na nandun while they wait for their treatment session. Mga activities lang ……in a way na di sila magwoworry while waiting. Ang usual feedback nila; fun ang mga activities, nakakapagpasaya at somehow naaalis ang worries nila. It helps them in their recovery. Jonah Mae Pagtolo-an – Admitting Associate In admitting section, we are the gateway to the hospital. So we are the first stop ng mga patient either for admission or not, so what we do basically is to create the welcoming attitude towards patients. We accommodate their concerns, their queries. To improve patient experience, we ask what they need. If possible , we give exactly what they need and if hindi naman possible yung gusto nila, we can offer options. 6 THE PULSE | August 2018

Beatrice Sienes – Social Worker Social Services is part of the patient experience department. Sa section namin, we handle financial issues. We give options where to get possible assistance, including the requirements of each. May mga cases na may pupunta sa amin with problematic cases like patients for discharge who are unable to pay. Physically and emotionally drained na rin sila. We provide a counseling para mapafeel namin sa kanila na financial issues can be addressed. Ang importante ay ang medical assistance na maibigay sa patient. We give services sa mga low income earning patients, even to indigents. Walang discrimination, same services at lower cost. Rosanna Sevilla – Patient Relations Associate Sa Executive Lounge, we treat our patients like VIP, mayaman man o hindi. Foreigner o Pinoy, we treat all of them as our valued clients. We facilitate and ensure that all the procedures needed will be done. We communicate with the centers in order to prioritize them and all the results will be delivered on time. Leo Silva – Assistant Director for Patient Experience and Auxiliary Services The creation of patient experience as a department is a concrete step for the hospital in embracing the idea of considering human experience as a key driver to quality outcomes. Based on the global movement of patient experience, evidence shows that if an organization invest on experience, it also improves their engagement in the care they receive. One of our goals is to make sure that the values of patient experience are embraced by all of our staff from top to bottom. We envision that all of us will deliver excellent service, that we do things with compassion and we make sure that all of our communications are flawless.

CONVERSATIONS The second goal is to make our clients loyal to us. They will come back not because we provide a certain level of care beyond compare . Giving cure is not the only thing that we do but we touch their lives. We ensure that every touch point matters to all of us, from utility workers to managers. Those are our goals; every interaction matters. We make sure that we sustain a “JUST Culture”

How will you determine that your patient is satisfied with the care or the services you deliver?

Aljun Presillas – Patient Experience Officer Sir Leo mentioned about the values. We focus on three values : courtesy and respect, compassion and care and flawless communication. Those values are translated into survey questions. In every department, we measure those different values.Aside from that, we measure also the process, we also measure our product, whether our product is okay. We can measure it through inpatient and outpatient satisfaction survey. We give the results to the different departments for them to see what is happening in their units and do something about it . Katrinna Maquidato – Patient Experience Associate We give importance to the feedback verbally conveyed to our department. Complaints, commendations, usually, may mga masasabi sila during our visitation. They share their comments sa service na nareceive nila. It’s one of the measures na malalaman natin how satisfied they are. We also provide feedback and we value those concerns not only for documentation purposes. If there is a need for action then we will file it sa online Opportunities For Improvement Reporting System ( OFIRS ) for root cause analysis and process improvement, then we will give them updates. Jonah Mae Pagtolo-an – Admitting Associate We use patient satisfaction survey in the admitting section because we are also part sa survey nila regarding the experience of patients while in the admitting section. We can measure patient satisfaction through feedback, so after every transaction we make, if the patient is delighted, they can say something nice but if they have complaints, we can also welcome the negative feedback as opportunity for improvement. Beatrice Sienes – Social Worker Sa part naman ng Social Services, more of verbal and face to face feedback. Unending gratitude. They tend to remember us kahit sa labas kami ng hospital . “ Ma’am, patient po ako dati sa Davao Doc. You were able to help us where to get financial assistance”. Rosanna Sevilla – Patient Relations Associate If the patients are satisfied with the care we give, they usually say “Maganda talaga dito sa Davao Doctors, di lang sa facilities, pati na the way they take care of me. Babalik at babalik talaga ako dito”. They even refer us to their friends and family. Aljun Presillas – Patient Experience Officer In 2015, we began using a tool that would measure not only satisfaction, but client loyalty as well. Nowadays, satisfaction is not the only element that you would want to measure because when you measure satisfaction, you are just verifying how good you are, but that does not mean they will promote us. The tool we use is the Net Promoter Score ( NPS ) to measure loyalty. We identify if patients are our promoters, passive clients or detractors.

How do you engage patients when you do surveys? Aljun Presillas – Patient Experience Officer What I’ve learned from my previous mentor, a psychiatrist, ….. sabi nya before doing something, for example before interviewing or conducting administrative actions, ask first the client kung kamusta siya. “how are you po?,how are you doing?, kamusta yung stay nyo dito?”. If you ask the patient how she or he is, you start to make a connection so hindi na mahirap yung pag conduct ng survey or kung ano man yung gagawin mo. Yun ang ina-apply ko when doing surveys. After connecting, that’s the time na ako mag start. “I’m here po to conduct a survey”.

What are the challenges? Aljun Presillas – Patient Experience Officer Ang pinaka challenging experience ko is when a client is not willing to listen to explanations. How did I handle that? Yun lang…. i-let go ko na lang because there are some people like that. At least, I know myself, that I did everything I can. When I started working here, I appreciated the principle; “Respond with a heart”. Before discussing the issue, you need to listen first in order to respond appropriately. Ganun din kasi sa counseling, if you will see the client’s perspective, you will be able to know what actions should be done and it would be easier for you to apologize. Leo Silva – Assistant Director for Patient Experience and Auxiliary Services You just need to be there. Dapat may sense of attentiveness on what they really feel. Make sure that something good will happen after you talk. They might feel better and they’ll find another perspective of things. Patients don’t just come here because they are in need of the technical side of healthcare. They just want to be cared for. Rosanna Sevilla – Patient Relations Associate Sometimes, we can’t deliver the results on time due to lack of doctors….. may naka leave or busy due to the number of patients being catered. Some patients don’t have doctors, we still let them

choose or kami ang maghahanap ng doctor para sa kanila. We must find ways to avoid delays. Minsan pinapaakyat na namin ang patients sa clinics then kami na lang ang magdadala ng results doon. Jonah Mae Pagtolo-an – Admitting Associate Ang pinaka basic challenge ng Admitting Section is room availability, especially kung kaunti lang ang ma- discharge or di naman kaya, full house. For those with room reservations, per policy, dapat sila yung priority in occupying the room after the discharge of a patient, then we give the rooms to other patients. Ang challenge is when the patient is elderly and the physician orders that they should be admitted in the 2nd or 3rd floor for close monitoring. We have no choice but to give even reserved rooms.Some patients in the ICU stay there for long periods. We cannot expect fast transfer of patients to the ICU from the 2nd floor. Patients with HMO’s have limitations on room coverage. If ever the room and board will not be available during the time of admission, we will offer options for them in the mean time. Another challenge is the orientation of the patients on the policies of the hospital. Some of our patients especially in ER are not very attentive during the time of admission dahil very worried sila that’s why we give them the hospital primer and admission orientation form and if ever they have queries, they can ask the nurses in the station. We have now Patient Orientation specialist assigned to give more orientation and answer queries regarding their admission.

PATIENT INSIGHTS: Florence Madelo Why did you choose Davao Doctors Hospital as your healthcare provider? “Because it is the number 1 hospital in Davao City aside from it accessible, it has the most updated facilities that delivers accurate results.”

How was your experience during the admission process?

“The staff are friendly and approachable. Although the admission process is not as fast as expected, maybe because of room availability or the orderly, but the place (Waiting Area) is nice and clean.

What can you say about the surveys conducted during your confinement? “It was done a day after the admission. Actually there was a hospital primer given to us during the admission. Nakasulat dun ang patient’s rights, house rules, okay naman na may nangungumusta sa amin but it can disturb patients; patients wants to rest. Mas okay siguro kung mag survey na sila during the day of discharge.

Would you recommend DDH to your friends?

Yes. Actually my doctor is not from DDH but I still chose to be confined here. I will recommend DDH to my family, friends and colleagues.

PATIENT INSIGHTS: Mary Glen Hermosilla Why did you choose Davao Doctors Hospital as your healthcare provider? “Because of its reputation. Davao Doctors is a top of mind choice who provides good and quality service. Although it’s quite expensive, we are sure that it is worth it. Maayos mag handle ng patients an mga doctors and nurses, the procedures are efficient”.

How was your experience during your treatment?

“Siyempre you will be scared at first, when you go through something na hindi mo pa alam, the side effects that it will give to your body. Treatment wise, it was okay, may mga sharp pains but the team, are all warm, approachable, it’s a factor na naka connect ako with the rad tech. Dr. Lacanilao is also good. At first, hesitant ako to undergo radiation because of the side effects, but she mentioned that it is part of the treatment protocol.

Would you recommend DDH to your friends?

Yes, definitely; ang sa akin kasi is the professionalism ng mga staff dito sa Davao Doctors, efficiency sa service, It’s okay to pay a bit more basta you are sure that the quality of service you get is worth it.

________________________________________________________________ CONVERSATIONS, is a part of The Focus Group Discussion Project ( FGD) initiated by CorpComm group. The activity aims to get positive narratives from DDH’s management, employees, business partners and patients.

THE PULSE | August 2018



MEET THE EXPERTS Leo Francis L. Silva, RN, MAN

Assistant Director - Patient Experience and Auxillary Services


ffering a positive patient experience has always been the advocacy of Leo Silva ever since he joined DDH in April 2013 as Admitting Officer. A proud product of the Nursing Program of Davao Doctors College, Leo’s passion for improving patients’ experience in the hospital prodded him to earn his Master of Arts in Nursing Major in Nursing Service Administration from Fr. Saturnino Urios University. While heading Customer Services, he led its transformation to Customer Care while concomitantly spearheading the Corporate Social Responsibility Program of the hospital in 2014. His focus shifted when he became the Assistant Nursing Director for Out Patient Services in 2016-2018, but with the advent of Patient Experience as a Department in 2018, he was appointed to lead it, since he always had the heart of compassion for every patient. Leo is currently a part time Professor for Davao Doctors College’s Graduate School specializing in Bioethics and Nursing Management. He loves to teach and inspire nurses and other health care providers. At the moment, he has taken the role of leading the first-ever established Patient Experience Group in Mindanao, focused on empowering patients and their families through active representation in the hospital strategy now and in the years to come.

Aljun Presillas

Patient Experience Officer


t takes wisdom from life experiences, communication skills, compassion, and willingness to understand, for a person to be part of the Patient Experience Group. Aljun Presillas fits his role to a tee. Aljun graduated Cum Laude with the degree of Bachelor of Science in Psychology from the Mindanao State University – Iligan Institute of Technology. Thereafter, he served as Psychometrician at New Day Recovery Center, Inc. where he performed psychological testing to people with Substance Use and other psychiatric disorders. In 2014, he successfully passed the first ever licensure examination administered for Psychometricians. A few years later, he became a Case Manager in the New Day Recovery Center, assisting patients in their journey towards recovery. Because of persistence, hard work, and dedication, he was promoted to become a Team Leader in the Psychological Services Department. In 2017, equipped with the skills to face the challenge of a bigger pond, Aljun joined Davao Doctors Hospital Customer Care which now has emerged into a broader Patient Experience Group. Currently, he is undertaking Masters in Psychology at San Pedro College. As he continues to grow and develop in his profession, he hopes to practice and utilize the principles in psychology in ensuring positive patient experiences.


THE PULSE | August 2018


Another DDH Milestone:

State-of-the-art Fetal Telemetry by: Ace Perez, SunStar Davao


aking the lead in medical healthcare, Davao Doctors Hospital (DDH) adapted another technological advancement, this time, in its Obstetrics and Gynecology department – the Fetal Telemetry System with Fetal and Maternal Monitor. This modern Telemetry System is considered the first of its kind.

and forth to different beds. It helps their work become more convenient and efficient. “With the new and advance technology, patients are happier and more comfortable with the services. Women who are with high-risk pregnancies also feel safer and more secured with the new devices.” Zhan added.

“One of the goals of the Zhan also revealed that hospital is to provide the since Edan launched this best facilities for patient The fetal and maternal monitor has a modern product in 2017, care and this can be made central monitoring system and wireless the number of orders has possible by upgrading been increasing because our facilities. With the transducers. [...] Patients can move freely medical institutions even when monitored. acquisition of those new viewed these devices as medical devices, DDH necessary and helpful for could serve our patients their efficient operation. better” said Dr. Elmer M. This latest milestone of DDH is a remarkable move in Chua, MD, FPOGS, FSUOG, FPSMFM. the healthcare industry in the Philippines. DDH and Jenny Zhan, product manager of Edan’s Obstetrics Edan are indeed partners in bringing innovation and and Gynecology, said the device is a top technology value together to improve healthcare services and in obstetrics and gynecology, recognized globally.. human condition. The fetal and maternal monitor has a central monitoring system and wireless transducers. It has ________________________________________________________________ PEREZ is a newswriter for SunStar Davao. This article was taken from a centralized workstation aiming to improve the ACE Mr. Perez’ article in SunStar Davao published last July 9, 2018 with author’s monitoring experience for both the healthcare permission. provider and moms. Patients can move freely even when monitored. Enabling the hospital to be more efficient and competitive, the fetal telemetry system offers comfortable and seamless fetal monitoring for antepartum and intrapartum clinical needs. The telemetry system saves nurses from running back

THE PULSE | August 2018




THE PULSE | August 2018


Sterile Service Evolution...Rising Above! by: Noel C. Basco, Jr., RN


very day, a series of surgeries are performed in Davao Doctors Hospital (DDH) Operating Theatres. The surgical team relies on the availability and reliability of the devices and instruments used in every procedure. These instruments must have been properly cleaned, disinfected, inspected, wellpackaged and sterilized, ensuring that everything is working as expected prior to each use. Otherwise, these devices may compromise the quality and safety. The Central Sterile Services Department (CSSD) plays a vital role in achieving the hospital’s goal of providing safe patient care and reducing hospital surgical infection. As a leader in healthcare innovations, DDH pioneered in Mindanao the centralizing of reprocessing to institute standardized best practice in the workflow. Our CSSD facility is unidirectionally designed for a smooth flow from the dirty to clean to sterile areas. Tasks in each area are performed only by technicians skilled in properly cleaning and decontamination, inspection and functionality testing, packaging and sterilization of instruments before these are used on patients. The Heart of the Hospital Operating Room, Delivery Room, Emergency Room, Nursing Units – these are just some of the customers served by CSSD. For every procedure performed in each unit, whether minor or major, several specific sterile supplies and instruments are needed. CSSD provides those needs . An incomplete set is a cause of frustration for the surgeons. Imagine wound suturing without a needle holder! The department contributes to the reduction of incidence of hospital infection by providing sterilization conducted under strict and controlled conditions. The CSSD also took some work from the Nursing and other hospital staff so they can devote more time in providing patient care. Added advantage of centralizing the sterilization process is the hospital avoidance of duplication of costly equipment used by various departments.

Integrated Role in Patient Care and Safety Following the recent threats caused by widespread infections in different hospitals, CSSD was given more attention, thus, DDH invested resources to strengthen the infrastructure. Stateof-the-art CSSD equipment were installed. These equipment include the first- in-Mindanao Washer-Disinfectors. We also upgraded our Steam Sterilizers to Pre-Vacuum from Gravity Assisted, and acquired additional Plasma Sterilizer. Each equipment is designed for a specific purpose for a specific instrument. Quality as Top Priority Different protocols, policies, and procedures were developed for a uniform practice in every step of reprocessing. The CSSD follows the different norms and standards both in local guidelines and international practices. CSSD was able to pass the recent survey conducted by the Accreditation Canada International. The varying educational needs of employees are addressed to ensure competency and patient safety. Monthly trainings and workshops are provided to the staff to check the competency of the employees in coordination with the Learning and Development Department. Gone are the days that Sterile Processing Technicians, the CSSD staff, are in the subterranean level. The CSSD was able to rise above its previous status. From being part of the Operating Room, it is now a department independently standing on its own. From the “clandestine” operation, the staff are now skilled, able to understand the nature, importance, and complexity of the reprocessing practices. The objective is clear – providing quality sterile instruments and supplies for patient care and safety. ________________________________________________________________ NOEL BASCO,JR. is the head for DDH’s Central Sterile Services Department. He took Sterile Processing Training Course in Germany and ranked 1 during its culminating ceremony.

THE PULSE | August 2018



1st Free Scoliosis Screening Program by: Ma. Ramona Reyes, MD, FPOA


coliosis is a back deformity wherein the spine becomes “C” or “S” shaped. Depending on the severity of the curve and the age at which it is discovered, if left undiagnosed and untreated, it may result in progressive deformity, poor self-image, and in very severe cases, restrictive lung disease. In an effort to increase awareness about scoliosis and to educate the public about the importance of early detection and early intervention, June has been declared as the International Scoliosis Awareness Month. What initially began as an

Dr. Ramona Reyes and Dr. Gilbert Cauilan with Ms. Karina Santos (DDH) and Ms. Amanda Bonafe-Kiamko (ScoliosisPH)

awareness campaign in the United States and United Kingdom is now an internationally celebrated movement across the globe. Scoliosis Philippines Inc. is a non-profit organization, which aims to raise awareness and provide support to scoliosis patients in the Philippines. Since their inception, they have helped organized several scoliosis screening programs, with the most recent one held at Cebu Doctors University Hospital last June 16, 2018. This year, the Davao Doctors Hospital was invited by Ms. Amanda BonafeKiamko, president of the Scoliosis Philippines, Inc., to host the Mindanao leg of their annual scoliosis screening program. Under the leadership of Ms. Karina M. Santos, DDH Director of Learning and Development Department, and with the active participation of our DDH staff, the free screening program was set on the 22nd of June at the AVR, 4th Floor Oncolgy Bldg of DDH.


THE PULSE | August 2018

Participants came from as far as General Santos City, to take part in this event. The attendees were warmly welcomed by our very own Dr. Celia Castillo, DDH Corporate Research and Development Director, who also shared her own story about having scoliosis. This was then followed by lectures from our orthopedic spine specialists, Dr. Ramona Reyes and Dr. Guilbert Cauilan on the signs, symptoms, causes, diagnosis and treatment of scoliosis. Common misconceptions about scoliosis were corrected and clarified. Parents were made to understand that scoliosis did not result from carrying heavy items, sports, or poor posture. Participants were then given a demonstration by our physical therapy staff on the exercises that they can do to help improve their posture. The afternoon was spent with members of the Scoliosis Philippines, Inc. sharing their own stories about scoliosis. As Dr. Gilbert Cauilan so aptly put it, “Scoliosis is NOT a disease nor a disability, it is a deformity.” Early recognition and early intervention is the key. This was the first hospital-based scoliosis screening program conducted in Davao. A total of 58 participants were screened and

Open Forum and Exercise Demos from DDH Physical Therapists.

educated. Hopefully empowered. We hope to increase this number even more in future programs. Let us all help spread scoliosis awareness! ________________________________________________________________ MA. RAMONA REYES, MD specializes on Orthopedics Spine and Scoliosis Surgery. For consultation, you may proceed to our Spine and Scoliosis Clinic located at DDH (ground floor, main hospital building)


Davao Doctors Hospital Joined Brigada Eskwela 2018 by: Jastene Angelene Galacio


he 2018 Brigada Eskwela was held last May 28-June 2, with the theme “Pagkakaisa Para sa Handa, Ligtas at Matatag na Paaralan Tungo sa Magandang Kinabukasan”.

of Filipino unity or bayanihan at work, as different sectors of society joined in a collaborative effort to help transform public schools in becoming effective avenues of learning.

Davao Doctors Hospital, through its Labor Management Committee under community development, participated in the annual Brigada Eskwela program of the Department of Education (DepEd). Started in 2003, Brigada Eskwela or the National Schools Maintenance Week is a nationwide program wherein individuals, government agencies and private organizations volunteer

This goes to show that selflessness and volunteerism are still abundant in our country, and that more people continually extend their help to make possible quality basic education. By doing so, the success of the program lies in the hands of humanity and there is no effort that is too small that can greatly impact the lives of the country’s future. With the opportunity given to all of us, we can be a part of something great, a solution to the challenges faced by the education sector. Despite the exhaustion, everyone felt fulfilled in the value of their experiences. The volunteers’ efforts all paid off and influenced us to continue effective partnerships among the different sectors of society. Indeed, it was a weeklong successful event because together, everybody achieves more. Kudos, Davao Doctors Hospital.

efforts to improve our public elementary and secondary schools. Garry John F. Tillo, DDH Community Relations Officer said that community engagements are part of DDH’s commitment to go beyond borders by helping the community through the School Rehabilitation Program and by supporting the Brigada Eskwela week of Bolton Elementary School. DDH, a partner of DepEd for Brigada Eskwela, mobilized its employees to support the facility improvement program by donating, cleaning, repainting, repairing, and furnishing classrooms of the adopted public school. The community indeed plays an important role and we could clearly see the concept

________________________________________________________________ JASTENE GALACIO is the Executive Assistant to the Medical Director and is also a member of DDH’s Labor Management Committee.

THE PULSE | August 2018




PLANTING FOR OUR FUTURE: DDH Mangrove Planting Initiative

by: Sonia Evalyn C. Calugas


Hospital united as one in celebrating the Philippine Environment Month last June 23, 2018 at Sitio Malamboon 76-A Bucana Davao City.

t can’t be denied that the earth is experiencing Global Warming. In response, concerned citizens came together to show their love for The Davao City Environment & Natural Resources our environment by enthusiastically planting 2,500 (CENRO) staff were very appreciative of the support we extended in promoting their campaign against mangrove seedlings and doing coastal clean-up. Climate Change. As part of our Community Social Innovation Program, the Davao Doctors Hospital Community Relations Office, together with the Labor Management Committee (LMC) - Community Development ___________________________________________ Team and Care Ambassadors of Davao Doctors SONIA CALUGAS is DDH’s Community Relations Associate, and is part of the Labor Management Committee.


THE PULSE | August 2018


THE PULSE | August 2018


Fast Facts and Figures about Cord Blood Banking and Cordlife Banking your baby’s cord blood could be a life-saving decision for your little one and your family. Cord blood banking is the process of cryopreserving the stem cells found in the newborn's umbilical cord blood - the collection of which is done right after the birth of the baby.

When banking your baby’s stem cells found in the umbilical cord blood, you only get one chance and one choice, and this is at the point of the delivery of your baby.


One Chance, One Choice

Believe it not, banking your baby’s cord blood with Cordlife can be cheaper than the average cost of your daily cup of brewed coffee at only Php 30/day.



may individuals may need stem cell transplant in their lifetime.

Average cost of daily cup of black cofee:


Your baby’s stem cells are a perfect match for him/her. It also has a higher chance of match with siblings and first degree family members.


Numerous Accreditations

Cordlife is a consumer healthcare company that serves the needs of mother and child through stem cell banking. It is trusted by over 300,000 parents worldwide for the health of their family.

Cordlife is the first and the only ISO 9001:2015 and DOH-registered cord blood banking facility in the Philippines. Recently, it was also granted the internationally- recognized symbol of quality by the AABB (formerly the American Association of Blood Banks) when it received the accreditation of the latter.

P A R E N T S5



Daily cup of store-brought coffee

1 in 217 100% 3

As of present, up to over 80 diseases including certain cancers and blood disorders may be treated with hematopoietic stem cells that can be found in cord blood.

Subsidiary of Cordlife Group Limited, a Singapore Exchange Mainboard Listed Company.


cord blood units4

To date, Cordlife Group has collectively released 41 cord blood units to clients for treatment.


Up to generations of your family can be protected with the Cordblood Network. It assists in the search for a matching cord blood unit for your family members should the need arise. Other benefits of banking your baby’s bord blood with Cordlife include Cordlife Shield, Transplant Care and Double Protection Guarantee.

CordBlood Network

Want to know more about how you can protect your child for a lifetime? Make sure to remember these numbers!

(02) 332-1888 (02) 470-1735 you may also email us at

1. Php 30 cost is based on Cordlife’s Cord Blood Banking Prestige Value Plan, Cordlife’s highest value 18-year plan 2. Diseases treated page. Parent’s Guide to Cord Blood Foundation. Accessed July 17, 2018 3. Nietfeld JJ, Pasquini MC, Logan BR, et. al. 2008 Biology of Blood Marrow Transplantation. 14:316-322 4. For details, visit 5. As of July 2016, based on consolidated figures of Cordlife Group Limited and its associates.

The Pulse T2 2018 | Patient Experience