PGH Revs Up for Total Quality Patient Care Delivery Using ICT

In today’s information society, knowledge and service has never been more emphasized. We are witnessing dramatic changes around us that reflect this trend: telecommunications and the Internet, the shift to a global economy, and the competitiveness it has triggered. The image of a “global village” that Marshall McLuhan once described is already here. The new economy is principally driven by knowledge workers servicing technologically transformed industries and businesses. As a result, we nowadays not only prefer that things get done better and faster, in fact, we insist on it.

When it comes to quality patient care, the Philippine General Hospital (PGH) is and has always been first to the Filipino mind. For a long time, PGH is acknowledged as the premier institution for service, training, administration, and research in the field of health sciences. Today, as the hospital enters its 100th year of delivering quality patient care, organizational and technological innovations are happening to ensure that that mission is carried on.

This year marks the launch of PGH’s Hospital Information Systems Development Program that will leverage information and communication technology (ICT) in enhancing the patient care experience and bringing efficiency in hospital operations.

The Patient Chart Tracking and the Billing & Collection Systems start with the hospital’s admitting units (i.e., Out Patient, Emergency, Obstetrics, and Admitting) by building the patient case record. By registering a patient into the system, patient service requests such as laboratory examinations and medications, will be delivered promptly. Likewise, patient billing information and room assignment may be requested anytime from authorized personnel. This translates to reliable service delivery, updated and accurate billing information, quicker computation of patient claims and benefits (like PhilHealth), and shorter queues at the Cash Division counters. The principle behind it is simple: less time to administrative tasks gives more time to patient caring.

With its Pharmacy Inventory System, the hospital becomes capable of centrally managing the procurement, transfer, and dispensing of drugs and other medical products of its Main Pharmacy and three other satellite pharmacies. The system also gives the Pharmacy Department a quick overview its business with a just few mouse clicks and keyboard taps on a computer terminal.

For charity patients, affordability of medicines is very important and PGH pharmacies are known to have the lowest prices in the area. With an automated system, this ensures patients that the needed drugs and medication are always available. One can even expect to experience shorter queues when the system is completely rolled out towards the end of the year. At the pay wards, the system is also linked to the Patient Chart Tracking System where patient charge slips for drugs and medicines are eventually consolidated and summarized by the Billing & Collection System.

Also part of PGH’s initial computerization package is the setting up of an information delivery infrastructure that includes the installation of a fiber optic data communications backbone that connects the Administration Building to the 8-storey Central Block Complex, the Main Pharmacy near Taft Avenue, and the Out-Patient Department along Padre Faura Street. The extensive network reach promotes better coordination and enhanced communication not only among clinical and administrative units of the hospital but also to its peers in the industry via the Internet.

Facilitating the completion of this P20-million effort is the Information Systems Office (ISO) under the direct supervision of the Office of the Director. The unit is responsible for the planning, development and implementation of hospital-wide ICT projects making certain that these are in line with PGH’s overall implementation strategy. The ISO is actually a recent reinvention of the former Data Processing Center, whose renaming and expanded functions was approved by the University of the Philippines Board of Regents in December 10, 2004.

Recognizing ICT’s strategic role in transforming and modernizing the hospital for its next 100 years, PGH Director Dr. Carmelo A. Alfiler poised the ISO for the new task. The ISO’s mission is to provide highly reliable technology services, deliver innovative service offerings, and help reengineer processes using ICT. Aside from managing the hospital’s information resources and infrastructure, ISO also facilitates knowledge on ICT-related issues and concerns. Heading the unit is Mr. Rogelio O. Morales assisted by Ms. Maria Teresa P. dela Cruz as Coordinator for ICT Projects.

Assisting the PGH in putting its initial computerization program in place is Leverage Technologies (LST), Inc., a company based in Ortigas Center, Pasig City that has been in the ICT business for more than 10 years and for a broad range of industries. As a world-class technology partner, LST has successfully proven its capability in assisting PGH in implementing and managing technological change. On August 15, 2005, in time for PGH’s 98th year celebration week, LST is holding a ceremonial turn over of the three application systems it has completed for the hospital.

But the road to help modernize the PGH does not end there. Already in the pipeline, medical records computerization is the next phase of the ISO’s reengineering program. This project will further enhance quality patient care by providing doctors quick access to medical results and a history of diagnoses and treatments of their patients. For PGH, the project will serve as a tool for administrators in the management and planning of patient care and services as well as a valuable resource for health research and statistics. The P82-million project will cover the rehabilitation and expansion of its existing ICT resources, implementation of document imaging and management systems, building the electronic patient record, and implementing the computerized patient record.

In 2004 alone, the PGH Medical Records Division handled a total of 1,350,000 records. On a monthly basis they manage to handle almost 120,000 records, about 2,000 records daily. With medical records computerization holds the promise of lesser storage space, lean and efficient staff, shorter turnarounds and improved quality service despite the growing demands and complexity of their operations. Also in the works is the automation of all clinical and administrative units, geared at enhancing and streamlining cross-functional processes.

Today, the PGH is starting to reap business value from its Hospital Information Systems Development Program, part of management’s strategy of strengthening the hospital’s fiscal position. ICT is contributing towards realizing substantial savings brought about by streamlined processes and enhanced service delivery from shorter service turnarounds. It also strengthened transparency in government, ensuring hospital policies and procedures are faithfully complied with.

As PGH reaches its first 100 years of continuously meeting its commitment to total quality patient care, the many more improvements and innovations can be expected. With a dynamic leadership and a vision of becoming the premier medical institution in the Philippines and be among the best recognized in the world, PGH is ready to take on new and exiting challenges.

By: Ogie Morales