NAMINGIT, JODELYN MAY C.

MPA-2
PLACE OF WORK:

PROVINCIAL HEALTH OFFICE (PHO)

LAGAWE, IFUGAO

VISION:

“An empowered, healthy and progressive people living in a clean, green well
balanced and culture friendly environment with efficient health care delivery,
networking system and cooperation among partner agencies, the local
government unit and the community.”

MISSION:

“The Provincial Health Office is tasked to provide a quality and sustainable,

comprehensive, health and medical services through effective and efficient
implementation of the different health programs and medical services with a
good networking and collaborative efforts among partner agencies.”

GOALS & OBJECTIVES:

The implementation of Universal Health Care/Kalusugan Pangkalahatan (KP) shall

be directed towards the achievement of the health system goals of financial risk
protection, better health outcomes and responsive health system.

1. Financial Risk Protection: To protect all Filipinos, especially the poor, against the
catastrophic cost of ill health, KP shall strengthen the National Health Insurance
Program (NHIP) as the prime mover in improving financial risk protection,
generating resources to modernize and sustain health facilities, and improve the
provision of public health services to achieve the Millennium Development
Goals(MDGs).

2. Responsive health system: KP aims to enhance the responsiveness of the health

system and client satisfaction by improving the quality hospitals and health care
facilities. Government owned and operated hospitals and health facilities will be
upgraded to expand capacity and provide quality services to help attain MDGs,
attend to traumatic injuries and other types of emergencies, and manage
noncommunicable diseases and their complications.

3. Better health outcomes: KP aims for the attainment of health-related MDGs by

focusing on the reduction of maternal and child mortality, morbidity and mortality
from TB and malaria, and the prevalence of HIV/AIDS, in addition to being
prepared for emerging disease trends, and prevention and control of
noncommunicable diseases.

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POLICIES:

Section 1. “Open Door” Policy

It is the policy of DOH CAR management to encourage employees to take

problems to the next level of management if they are unable to resolve a
situation with their direct supervisor.

Section 2. Customer Focus and Continual Quality Improvement

Section 2.1 Quality Culture and Continual Quality Paradigm

Being ISO 9001:2008 certified, the DOH CAR adopts a quality culture. Thus, all
employees are expected to commit to being customer-focused and the
adoption of a continual quality improvement lifestyle.

DOH CAR employees shall continually look for ways to improve the quality of
services delivered to customers, and actively obtain and respond to client
expectations and suggestions. All service providers shall know and respond to
their customers’ needs and expectations within the mandate of the office and to
the extent allowed by available capacities and resources.

Section 2.2 Customer-first Policy

The training point persons, event organizers and all service providers shall
implement a customer-first, guest-first, disabled and elderly, pregnant-first,
women and children-first policy in all queues/lines including food. During events,
invited guests and VIPs shall be guided to their designated seating places and
shall be accorded warm hospitality.

Trainings to develop internal capabilities shall be done as much as possible in the

DOH CAR Training Center so that the service providers can serve their customers
while undergoing training.

Section 2.3 “No-break” Policy

The DOH CAR implements a “no-break policy” to ensure the un-interrupted

delivery of services during lunch break and snack break (also see Chapter 2,
Section 9, Anti-red Tape Act). Telephone calls or personal visits to transact official
business shall not be viewed as interruptions to work, meetings or trainings inside
or outside the office, but rather as opportunities to serve customers. The
concerned service providers and officials shall be responsive to the
official/legitimate needs and queries of customers directed to them, personally
as well as those delegated by their superiors.

The DOH-CAR employees are expected to accept and respond to official calls
and requests from internal and external customers after working hours, on week-
ends and holidays, and even when they are on leave of absence. This is on the
premise that they are government servants until they retire or are separated from
the office.

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Section 2.4 Public Assistance and Complaints Desk and Customer Satisfaction
Surveys

To be responsive to customer complaints and suggestions, the DOH CAR

conducts various Customer Satisfaction Surveys for external and external clients.
The personnel in charge of the Public Assistance and Complaints Desk (PACD)
ensures that each customer has access to the services needed during the visit, to
ensure responsiveness of the DOH CAR. Boxes for customer feedback are also
available, and the DOH CAR website and newsletter provide additional means
of communicating with customers.

The PACD also acts as a public relations desk, where all guests may access
information as to the proper service provider to approach for various needs or
concerns. Questions and complaints are received through the desk, or through
hotlines or “helplines”, or website established by the office.

In keeping with the quality standards of ISO 9001:2008, all process owners shall
develop means of gathering, analyzing and responding appropriately to
customer feedback. The Statistics Unit shall take responsibility for consolidating,
analyzing and reporting the results of all customer satisfaction surveys/feedback
of the DOH-CAR customers on a quarterly and annual basis.

Section 2.5 “Bilis-Aksyon” Partner

In keeping with CSC MC No. 15 s. 2012, the Anti-red Tape Act and the
“Mamamayan Muna” policy of the Civil Service, the head of the Human
Resource Management and Development Section is the designated Bilis Aksyon
Partner. The Bilis-Aksyon Partner is tasked to monitor and/or ensure quick action
on reports received from the public, oversees the implementation of the Anti-Red
Tape Act in the DOH CAR, and submits the necessary reports.

Section 2.6 Consumer Complaints Conciliation and Arbitration

The DOH has set procedures in the conduct of conciliation and arbitration of
consumer complaints applicable to cases under DOH jurisdiction through an
Administrative Order. The resolution of consumer complaints applicable to cases
under DOH jurisdiction is guided by Joint DTI-DOH-DA Administrative Order No. 1
series 1009, promulgated by virtue of R.A. 7394, or the Consumer Act. The
Secretary of Health has also designated Consumer Arbitration Officers in each
Regional Office assigned to handle such cases.

Section 4. General Principles Governing Public Officers and Employees

Based on Executive Order No. 292 (The Administrative Code of 1987), Chapter 9,
Book I, “General Principles Governing Public Officers), the DOH CAR officers and
employees commit to the following governing principles and policies:

1. Nature of Public Office – Public office is a public trust. Public officers and
employees must at all times be accountable to the people, serve them with
the utmost responsibility, integrity, loyalty and efficiency, act with patriotism
and justice, and lead modest lives.
2. Policy on Change of Citizenship – Public officers and employees owe the
State and the Constitution allegiance at all times, and any public officer or
employee who seeks to change his/her citizenship or acquire the status of
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 an immigrant of another country during his/her tenure shall be dealt with
by law.
3. Declaration of Assets, Liabilities and Net Worth – A public officer or
employee shall upon assumption of office and as often as thereafter as
may be required by law, submit a declaration under oath of his/her assets,
liabilities and net worth.
4. Ethics in Government – All public officers and employees shall be bound by
a Code of Ethics to be promulgated by the Civil Service Commission.
5. Inhibition Against Purchase of Property at Tax Sale – No officer or employee
of the government shall purchase directly or indirectly any property sold by
the government for the non-payment of any tax, fee or other public
charge. Any such purchase by an officer or employee shall be void.
6. Powers Incidental to Taking of Testimony – When authority to take
testimony or receive evidence is conferred upon any administrative officer
or any non-judicial person, committee, or other body, such authority shall
include the power to administer oaths, summon witnesses, and require the
production of documents by subpoena by a subpoena duces tecum.
7. Liability of Superior Officers –

7.1. A public officer shall not be civilly liable for acts done in the performance of
his/her official duties, unless there is a clear showing of bad faith, malice, or gross
negligence.

7.2. Any public officer who, without just cause, neglects to perform a duty within
a period fixed by law or regulation, or within a reasonable period if none is fixed,
shall be liable for damages to the private party concerned without prejudice to
such other liability as may be prescribed by law.

7.3. A head of a department or a superior officer shall not be civilly liable for the
wrongful acts, omissions of duty, negligence, or misfeasance of his/her
subordinates, unless he/she has actually authorized by written order the specific
act or misconduct complained of.

8. Liability of Subordinate Officers – No subordinate officer or employee shall

be civilly liable for acts done by him/her in good faith in the performance
of his/her duties. However, he/she shall be liable for willful or negligent acts
done by him/her which are contrary to law

Section 5. Integrity Management

The DOH implements an Integrity Management Program to support the

anti-corruption advocacy of the Philippine Government. A DOH CAR Integrity
Management Committee has been established to ensure the effective
implementation of integrity management initiatives and measures, which are in
full consonance with the strategic thrusts and priorities of the Department, and
which will prevent, reduce, if not totally eradicate graft and corruption.

All employees are encouraged to be vigilant and to report any suspected

cases to the Integrity Management Committee for appropriate action.

Section 6. “No Gift” Policy/Policy on Gifts (based on A.O. No. 2007-0043 dated
December 27, 2007 and on CHD-CAR RFO No. 2008-0004 dated November 23,
2008)

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 1. DOH CAR employees shall not solicit, directly or indirectly, any gift and/or
benefit for themselves or for others, regardless of the cost, unless otherwise
approved by the Department of Social Welfare and Development.
2. DOH CAR employees shall not accept or receive, directly or indirectly, any
gift or benefit, regardless of the cost, where this may influence, or may
reasonably be seen to influence or to have influenced past, present, or
future performance of their official functions.
3. In the course of the performance of their official functions, DOH CAR
employees shall not accept any fee or remuneration beyond what they
are legally entitled to receive in their official capacity in accordance with
law. (An example of remuneration allowed by law is the honorarium given
to Food and Drug Regulation Officers for witnessing raffle promotions: PhP
350.00 if raffle is held during office hours, or PhP 500.00 if outside working
hours, during holidays, and week-ends).
4. DOH CAR employees shall not accept or receive any gift and/or benefit,
directly or indirectly, irrespective of the amount, from any of the following:

a. Any tobacco or milk company and organizations/interests associated with or

related to these industries. (Example: gift packs from tobacco or milk companies);

b. Any bidder, caterer, supplier, contractor, or entity with contracts with the DOH
CAR and the agents of these parties. (Example: free meals, snacks or
accommodations provided by suppliers/ contractors; free bags/ t-shirts or other
Information and Education Campaign (IEC) materials given by suppliers of these
materials).

c. Any individual or party applying for any form of DOH CAR authorization (e.g.
license to operate, permit, authentication of certificate of product registration,
accreditation, verification). (Example: Owners of drugstores, drug distributors/
manufacturers, drug traders/ importers, food processors, drug testing laboratories,
dialysis clinics, etc.).

d. Any individual who owns any establishment which is being monitored by this
Office, which includes but not limited to water refilling stations.

e. Other parties transacting business with the DOH CAR or any DOH retained
hospital in CAR.

f. Any individual, counsel, witness, or their agent undergoing any fact-finding

investigation being conducted by the DOH CAR or by any government agency.

g. Any accused individual, counsel, witness, or their agency in any case before
the DOH CAR or before any court.

5. DOH CAR employees may accept gifts and/or benefits from individuals:

5.1 provided that the latter do not fall within any of the classifications in No. 4.

5.2 provided further that the gifts and/or benefits received under this Section that
were delivered in the work place and valued at one thousand (PhP 1,000.00)
pesos or more shall be recorded in the Registry of Gifts to be provided and kept
in custody by the Integrity Management Committee (a designated DOH-CAR
Office gift custodian).

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6. DOH CAR employees may give and/or receive token gifts and/or benefits
to/from their fellow employees, in the office or at their homes, appropriate
to the occasion during which it is given provided that the gifts and/or
benefits received under this Section valued at one thousand (PhP 1,000.00)
pesos or more shall be recorded in the Registry Book of Gifts to be provided
and kept in custody by the designated DOH-CAR Office gift
custodian. (Example: Christmas and birthday gifts).
7. DOH CAR employees may receive cash awards or prizes allowed by law
and government rules and regulations given by the DOH CAR during
Anniversary and Christmas celebrations.
8. DOH CAR staff may give and/or receive to/from their fellow employees’
emergency contribution/ assistance of a reasonable value or amount in
cases of death, illness, calamity, and other similar situations. (Example: in
case of serious, chronic or long lingering illness).
9. DOH CAR employees, in their personal and/or official capacity, may
receive donations of food, medical supplies, medicines, and medical
devices from any donor provided such donations are covered by an
appropriate Memorandum of Agreement (MOA) / Memorandum of
Understanding (MOU), certificate of donation, or acknowledgment receipt
and provided further that these donations shall be given to Baguio General
Hospital and Medical Center (BGHMC) for their indigent patients or
distributed during DOH public health campaigns or DOH health emergency
response activities. Recipients of the donations shall be identified and shall
affix their signature as proof of receipt of donation. The personnel
concerned shall submit a report on use of the donation to the DOH CAR
Regional Director and the accounting unit. However, if the donation costs
less than five hundred (PhP 500.00) pesos, only an acknowledgment receipt
shall be required.
10. DOH CAR employees may receive plaques, awards, certificates, souvenirs,
or other tokens of gratitude and/or benefits as appropriate to the
occasion/ ceremony to which he/she is invited as a guest speaker or
lecturer, provided that such plaques, awards, certificates, souvenirs, or
tokens of gratitude shall not be reasonably perceived as intended to
influence the employees in the performance of their official functions.
Transportation and accommodation provided to enable the DOH CAR
employee to be a speaker or lecturer during the occasion/ ceremony may
also be accepted.
11. DOH CAR staff, in their official and/or personal capacity, may receive gifts
exchanged or given on occasions such as Christmas and Anniversary
celebrations to members of Inter-Agency Councils, Committees, and other
organizations to which the DOH CAR belongs provided that each gift
received under this Section valued at one thousand (PhP 1,000.00) pesos or
more shall be recorded in the Registry Book of Gifts to be provided and
kept in custody by the designated gift custodian.
12. DOH CAR employees shall not give gifts, tokens, or pasalubong, irrespective
of the amount, to any DOH Central Office employee who is on official visit
to the Office;
13. DOH CAR employees shall not accept gifts, tokens or pasalubong,
irrespective of the amount, from any of the DOH-retained hospitals during
the course of their official travel to any of the said establishments;
14. DOH CAR employees shall not allow sponsorship by its clients in the
following:

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14.1 meetings and training courses organized by the DOH CAR. (Example: Milk
companies sponsoring activities of the Nutrition Program; Drug companies
sponsoring trainings/ seminars for pharmacists which was organized by the DOH
CAR, etc.)

14.2 to enable their attendance in scientific meetings or training courses held in

the Philippines or in other countries unless the training of the duly authorized DOH
CAR personnel is part of the specifications in the purchase contract for an
equipment item procured by the office or the training involves maintenance of
the purchased equipment. (Example: Cash allowance, free plane tickets, free
hotel accommodation provided to DOH CAR employees by drug companies,
suppliers, contractors, etc.)

15. DOH CAR employees may receive performance-based cash awards,

scholarship grants, and similar benefits granted by appropriate
government agencies, non-profit private institutions, and national or
international non-profit organizations.
16. All prohibited gifts left in the DOH CAR premises shall immediately be
returned to the giver. In circumstances where it is considered inappropriate
or impractical to return the said gift (i.e., perishable goods), the employee
with whom the gift was given shall immediately hand over the gift to the
Chief of the Management Support Division, who shall then dispose of the
item in favor of indigent patients at the Baguio General Hospital and
Medical Center. The MSD Chief shall notify the gift giver in writing of the
disposition of the item, copy furnished the IAS.
17. The designated gift custodian shall make periodic reports to the
chairperson of the Integrity development Committee with regard the
contents of the gift registry.

Any violation of these rules shall be a ground for disciplinary action, without
prejudice to the filing of the appropriate administrative or criminal charges, if
warranted, against the erring employee.

Section 7. The Anti-Red Tape Act of 2007 (Republic Act No. 9485)

The Declaration of Policy found in Section 2 of the Act states:

“It is hereby declared the policy of the State to promote integrity, accountability,
proper management of public affairs and public property as well as to establish
effective practices aimed at the prevention of graft and corruption in
government. Towards this end, the State shall maintain honesty and responsibility
among its public officials and employees, and shall take appropriate measures to
promote transparency in each office or agency with regard to the manner of
transacting with the public, which shall encompass a program for the adoption
of simplified procedures that will reduce red tape and expedite transactions in
government.”

Republic Act No. 9485 aims “to promote transparency in government with regard
to the manner of transacting with the public by requiring each agency to simplify
frontline service procedures, formulate service standards to observe in every
transaction and make known these standards to the client.”

The following are the ten things to know about the Anti-Red Tape Act of 2007:

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 1. The law applies to all government offices including local government units
and government-owned and controlled corporations that provide frontline
services. Agencies performing judicial, quasi-judicial and legislative
functions are excluded from the coverage of the Act but their frontline
services are deemed included.
2. The law limits the number of signatures of officials or employees directly
supervising the evaluation, approval or disapproval of the frontline service
(request, application or transaction) to a maximum of five (5) signatures.
3. The law requires all government offices to draw up a Citizen’s Charter which
identifies the frontline services offered, step-by-step procedures, the
employee responsible for each step, the amount of fees, the documents to
be presented by the client and the procedure for filing complaints in
relation to requests and applications.
4. The Citizen’s Charter must be posted as information billboards at the main
entrance or most conspicuous place and in published materials.
5. The law defines “fixer” as any individual whether or not officially involved in
the operation of a government office who has access to people working
therein and whether or not in collusion with them, facilitates speedy
completion of transaction for pecuniary gain or any advantage or
consideration.
6. All applications/requests for frontline services shall be acted upon not
longer than five (5) working days for simple transactions and ten (10)
working days for complex transactions.
7. Denial of request for access to a government service shall be fully explained
in writing, stating the name of the person making the denial and the
grounds for the denial.
8. Public assistance desks should be set up in all offices and shall be attended
to even during break time. All officers and employees transacting with the
public should wear an ID or name-plate or other means of identification.
9. If a government agency fails to act on an application/request for renewal
of a license, permit or authority subject for renewal within the prescribed
period, said permit shall automatically be extended until a decision is
rendered on the application for renewal. No automatic extension however
shall apply to an expired permit or license or to permits/licenses which
cover activities that pose danger to public health, public safety, public
morals or public policy.
10. CSC shall conduct a survey of government agencies to check on the
existence and effectiveness of the Citizen’s Charter. CSC shall publicize the
results in an annual report card survey and furnish the government agency
concerned the result of the survey assessment, evaluation and/or
observations.

*Frontline service refers to the process or transaction between clients and

government offices involving applications for any privilege, right, permit, reward,
license, concession, or for any modification, renewal or extension of the
enumerated applications and/or requests.

Section 8. The DOH-CAR Citizen’s Charter

The Citizen’s Charter is a clear expression of the “front-line” and most-requested

services of an agency, and who are the customers entitled or qualified for those
services. It describes the step-by-step procedure for availing a particular service,
and the guaranteed performance levels. The Citizen’s Charter enables citizens

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and clients to check their expectations against what is offered, and provides a
mechanism for giving feedback when expectations are not met. The Citizen’s
Charter is kept up-to-date, especially in regard fees and charges, and is displayed
in a conspicuous place in the DOH-CAR Office. A handbook also contains the
updated Citizen’s Charter, which is also accessible to the public through the DOH-
CAR website.

The DOH CAR employees formulated the Citizen’s Charter governing their support
to the Anti-Red Tape Act of 2007. The following expresses the Service Pledge of
the officials and employees of DOH CAR:

“We, the officials and employees of the DOH CAR, pledge and commit to deliver
quality public services as promised in this Citizen’s Charter. Specifically, we will:

 Serve with integrity;

 Be prompt and timely;
 Display procedures, fees and charges;
 Provide adequate and accurate information;
 Be consistent in applying rules;
 Provide feedback mechanism;
 Be polite and courteous;
 Demonstrate sensitivity and appropriate behavior and professionalism;
 Wear proper uniform and identification;
 Be available during office hours;
 Respond to complaints;
 Provide comfortable waiting area; and
 Treat everyone equally.

Section 9. “No Lunch Break/No Break” Policy

In connection to customer focus, DOH CAR officials and employees shall

attend to internal and external customers even during break periods. Thus,
employees present in the DOH CAR offices shall make their services available
even to customers who arrive or seek services after working hours on a work day.

The immediate supervisors shall see to it that all service units, especially
those providing front-line services, are manned during lunch time and break
periods from 10:00 to 10:15 AM, 12:00 to 1:00 PM, and 3:00 to 3:15 PM. No
customer shall be made to return another time to be attended to, or to come
back the next day because they arrived at the office after office hours, as long
as there are still available staff to attend to them.

Section 10. “Jury duty”

Being on “jury duty” means that the DOH-CAR employees shall prioritize
specified responsibilities, activities and tasks to be performed over other
competing tasks so that they will be able to deliver specified outputs like plans,
reports, documents on time.

Included under “jury” duty are:

1. Participation in the procurement process e.g.: posting in the Philippine

Government Electronic Procurement System (PhilGEPS) by assigned
personnel, review and evaluation of bids by the Technical Working Group,
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 2. Performance of functions of the Inventory, Inspection, Appraisal, and
Disposal Committees,
3. Execution of official functions related to health planning, health
emergency/ disaster management, provision of mandated and
appropriate technical assistance/other services per request of local
government unit and other customers , and
4. Other mandated/official functions duly proclaimed/assigned by the Head
of the Agency to be performed on “jury” duty.

Section 11. Completed Staff Work

In the execution of all official roles, responsibilities and tasks (i.e the preparation
of policy documents, invitation letters, speeches), all DOH-CAR staff are expected
to do “completed staff work”. This includes preparing to represent the DOH-CAR
in meetings and other functions. This is the mark of an efficient staff. It protects
signatories and supervisors from half-baked ideas, voluminous memoranda, and
immature oral presentations, the burden of gathering the pertinent
details/information and working out solutions himself/herself.

Completed Staff Work is a principle of management which states that

subordinates are responsible for submitting written recommendations to superiors
in such a manner that the superior need do nothing further in the process than
review the submitted document and indicate approval or disapproval. It also
entails the study of a problem, and presentation of a doable and focused
solution, by personnel. Thus, the staff are responsible for ensuring that the
document or report presented to the signatory is already complete, accurate
and concise.

The words “completed staff work or action” are utilized because of the tendency
to present a difficult problem to the supervisor in piece-meal fashion. The duty of
the subordinate is to work out the details, and not consult the supervisor in the
determination of those details, no matter how perplexing they may be.
Consultation may be done with other staff or other agencies, and a final, and not
a rough, draft shall be presented to the supervisor.

Program managers are considered to have the technical expertise, and thus are
expected to be able to advise their supervisors what they ought to do, not to ask
the supervisor what they ought to do. The decision-makers need the answers of
their staff, not their questions. Thus, the job of the staff is to study, write, restudy
and rewrite until they have produced a single and best proposed action for
presentation, preferably in finished form or at least a final draft.

Section 12. Communication and Coordination

DOH-CAR employees shall communicate officially with customers, stakeholders

and other partners through letters signed by the Head of Agency/Officer-in-
Charge. Any verbal communication, commitment, agreement, or
recommendation shall not be considered “official” until it is duly approved by the
Head of Agency in writing. Initial boxes shall be provided for the Division
Chiefs/OICs on the file copy of all out-going letters to indicate that they are aware
of the contents.

DOH CAR employees shall conduct official coordinate with customers and
stakeholders through channel/hierarchy. Staff shall not make decisions on their
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own but shall refer any decision, commitment or agreement to the supervisor(s),
especially for difficult problems or concerns. The Head of Agency shall designate
official spokespersons for emergencies/disasters, or risks. Concerned program
managers and experts may represent their own programs
during Kapihan sessions.

All employees and officers provided with cellular phone allowance are expected
to keep their cellular phones on “24/7”. All DOH-CAR employees (with or without
cell phone/communication allowance) are expected to respond to text
messages and telephone calls from other staff and their supervisors at all times,
especially during emergencies, since DOH is a front-liner in the social service
sector, especially for health emergencies, public health risks and disaster-related
concerns. Thus, the supervisors with cellular phone allowance may share their
allowance accordingly, with their staff.

BEST PRACTICES IN OUR OFFICE:

Integrity – The Department believes in upholding truth and pursuing

honesty, accountability, and consistency in performing its functions.

Excellence – The PHO continuously strive for the best by fostering

innovation, effectiveness and efficiency, pro-action, dynamism, and
openness to change.

Compassion and respect for human dignity – PHO upholds the quality
of life, respect for human dignity is encouraged by working with
sympathy and benevolence for the people in need.

Commitment – With all our hearts and minds, the Department commits
to achieve its vision for the health and development of future
generations.

Professionalism – The PHO performs its functions in accordance with

the highest ethical standards, principles of accountability, and full
responsibility.

Teamwork – The PHO employees work together with a result-oriented

mindset.

Stewardship of the health of the people – Being stewards of health for

the people, the Department shall pursue sustainable development
and care for the environment since it impinges on the health of the
Ifugaos.

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