CHAPTER 1
THE ORGANIZATIONAL OVERVIEW
at 667 United Nations Avenue, Ermita, Manila, Philippines. It was founded in 1956 by a
group of doctors, under the corporate name Manila Medical Services, Inc. (MMSI). In
Located along United Nations Avenue in the old business district of Metro
Manila, which is also considered the tourist district of Manila, MDH is a stones throw
away from Chinatown. It has entry and exit points on both United Nations Avenue and
Teodoro M. Kalaw Avenue. Its T.M. Kalaw faade faces the Department of Tourism and
MDH operates only in the Philippines, but it serves many international clients and
standards and that anticipates and responds to the needs of the patients, their
provide service that is guided by ethical standards and improve the healthcare
In 1979, Dr. George S.K. Ty, Group Chairman of the Metrobank Group and
founder of the Metrobank Foundation, Inc., the parent company of Manila Doctors
Hospital, envisioned MDH to become the leading center of excellence and wellness in the
Philippines. His vision had MDH providing world-class holistic, quality, and safe patient
care.
As such, in keeping with its our goal to serve as a health and wellness center for
D. Corporate Objectives
Clients or customers
E. Quality Policy
F. Core Values
MDH abides by these principles in its relationship with internal and external
Quality
Accountability
Innovativeness
Social Responsibility
Teamwork
Professionalism
Respect
Integrity
Compassion
Excellence
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 5
CHAPTER 2
MANAGEMENT ASPECT
A. Management Summary
MDH fosters good governance and effective leadership by providing the
necessary structures and processes to sustain patient safety and quality improvement. The
policy, and core values, which are evaluated semi-annually in terms of relevance and
strategic plan that was formulated in 2011. The said planning process, which shall guide
MDH until 2013, is supported by an operational plan and a balanced scorecard properly
planning and control. It utilizes a bottom up budgeting process that encourages unit
B. Management Ownership
Board of Directors:
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 6
President
Mr. Augusto P. Dr. Dante D. Dr. Mario Joselito Dr. Mark Richard
Advisory Board
Adviser
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 8
Corporate Officers:
Medical Affairs
Dr. Mario Joselito Dr. Terrence L. Dr. Nelson S. Dr. Mark Richard
Secretary
MDH defines itself as a private tertiary hospital. Based on the DOH definition, a
tertiary hospital is a medical center with a full complement of services and specialties
- Cardiology - Otology
- Neurology - Rhinopharyngology
- Pulmonary Medicine
- Rheumatology
- Toxicology
- Occupational Therapy
- Speech Therapy
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 11
Radiology Pharmacy
X-Ray
CT Scan
Mammography
- Trophoblastic Diseases
- Urogynecology
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 12
- Urology
- Sports Medicine
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 13
Shockwave
Lithotripsy
Ophthalmology
- General Ophthalmology
- Pediatric Ophthalmology
- Glaucoma
- Ocular Oncology
- Uveitis
- Neurophthalmology
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 14
D. Corporate Governance
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 15
necessary structures and processes to sustain patient safety and quality improvement. The
policy, and core values, which are evaluated semi-annually in terms of relevance and
strategic plan that was formulated in 2011. The said planning process, which shall guide
MDH until 2013, is supported by an operational plan and a balanced scorecard properly
planning and control. It utilizes a bottom up budgeting process that encourages unit
led by a Chairman, the President, two Senior Vice Presidents, the Hospital Director, and
three Directors (one for each directorate). The Board of Directors is led by a Chairman
who is not an executive officer. The following committees support the governance
executive members. There are two representatives who are members of the Medical Staff
highly competent and experienced executive. The Internal Auditor reports to the Board of
Directors.
The three directorates cover the three major areas of the Hospitals: the Finance
Directorate oversees the financial performance of the entire Hospital and ensures that
proper monitoring and control systems are in place. The Administrative Directorate takes
care of the support operations of the Hospital. It also oversees the Hospitals Business
Linen Service and Security. The Medical Directorate includes the Medical Services
Division and the Allied Medical Services Division. It oversees the medical services
offered by the Hospital and the activities and services of doctors and allied health
professionals at MDH.
highest governance body. With the help of data culled from surveys and consultations,
these recommendations and directions are implemented prior to every annual planning
unit of the Hospital. Employees are represented by their corresponding division heads
during executive meetings and their opinions and comments are taken into consideration.
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 17
Regular employees. They are empowered to pursue their assigned tasks, Hospital
and proactive decisions are encouraged to be made at every level. They participate in
strategic and operational planning of the hospital by providing their inputs through
surveys. They are given the opportunity to give suggestions during departmental and
divisional meetings and during the Hospital Affairs Update (HAU) a bi-annual report
also play an active role in the development of various processes within their functional
areas. Some of them are appointed as members of various cross functional committees
and task forces dealing with different segments of hospital operations (e.g. Internal
Committee, and Sports Committee). They actively participate in volunteer work through
the official hospital volunteer organization called the MDH Purple Hearts Club. The
MDH Employees Association (MDHEA) is one of the three key partners of the Hospital.
Doctors and trainees. They are engaged by the Hospital to participate in setting
the directions regarding the various health and medical services offered by the Hospital.
They are made accountable to discharge the function of various positions, medical or
administrative, where they are appointed. They serve as officers in the medical, training,
medical missions, doctors take on an active role. There exist rewards and recognition
programs where deserving physicians are recognized and rewarded at the end of each
year as part of the anniversary celebrations. The Medical Staff Association (MSA) is the
informed of the state of the affairs of the Hospital. They are also informed of the
Hospitals highlights and activities through Good Health - the official publication of
MDH; through the hospitals website, print advertisements and publicity efforts (press
releases, TV episodes). The stockholders are the third key partner of the Hospital.
synergistic complementation and mutual benefit. These partnerships are established with
institutions whose visions, missions, and values are aligned with that of the Hospital.
Partners are either locally or internationally based. MDH observes the highest standards
Patients and relatives. MDH ensures that patients and their relatives are fully
aware of the relationship between them and the Hospital. Transparency and openness are
observed with respect to the Hospital and its team members responsibility to patients.
They are well informed of their rights and responsibilities while they are within the
jurisdiction of the Hospital. Their inputs are solicited in regular customer surveys and the
suggestions are taken into consideration in the improvement efforts of hospital processes
Vendors (service providers and suppliers). MDH engages its vendors by setting
enabling them to grow with hospital by imparting to them the virtue of practicing quality
standards. MDHs vendors are constantly updated through regular communication and
regular meetings. The Hospital prefers vendors with good manufacturing practices that
Community and school. Engagement of the community and school is done using
school diagnosis and program planning, and implementation and evaluation. The
students, teachers, community members, and hospital staff collaborate in the attainment
management success, collaborative endeavors to address patients needs and safety, and
best practices. The contribution of corporate guarantors, HMOs and MDH are validated
products, and safe services as validated by AJA Registrars (ISO 9001: 2008 certifying
requirements and standards set by government agencies, from local government units, the
Environment and Natural Resources, Laguna Lake Development Authority, and other
applicable entities, which affect the operations of the Hospital. It takes upon itself to be
aware of the latest policies, circulars, and directives of government agencies and ensures
that all internal stakeholders are duly informed for judicious compliance.
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 21
are already showing good governance and effective leadership by providing necessary
structures and processes to sustain patient safety and at the same time quality
improvement. It is also stated that their leaders responsibility were all well defined and
constantly evaluated, they also have a good communication. Their policies and rules were
guided by their well define mission, vision, corporate objectives, quality policies and core
values. They also give equal importance to other stakeholders such as employee which
good in both parties. It is truly effective that they give equal importance and opportunity
to other stakeholders because it will give them a good performance thus providing a good
return in the hospitals earnings. They have also a good relationship with the
According to them the Board of Directors who are responsible for ensuring that
the policies most importantly the internationally agreed standards are followed, held a
meeting six times a year while the Executive and Management Committee who provide
governance and effective organization, meet every month. The performances of the
highest governing body is annually- every end of the year, are evaluated and serves as a
company to have an successful fruit, the leaders should be evaluated to know if they are
fit for the position, and if not they should find someone who is willing and skillful leader
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 22
who will lead the company because at the end of the day the main goal of the companies
meetings. Currently, they meet 6 times a year which is for us long enough to settle issues
that needed immediate attention from the highest power, we think a monthly meeting will
be enough to settle possible issues and problems company may face. They also need to
have a constant communication with their stockholders by providing them some emails
regarding on the standing of the company. Continue to have an advisory board in order to
have an opinion coming from an independent person. They should add an addition
directorate who will be responsible for the Nursing Service division and Human Resource
division so that Hospital director will not be burden on handling 2 divisions, also he only
they should have at least 2 evaluations a year: one in mid-year and another on the year
end, the mid-year evaluation is subject to probation if they are not doing their best in
contributing to the company, in that way the governing body will be push to work harder
and will be inspired to do their best. If they do the 2 evaluation, they should provide
CHAPTER 3
MARKETING ASPECT
Since its beginning, Manila Doctors Hospital has been a private tertiary hospital
withan authorized bed-capacity of 300. Over the years, it has continually developed its
entire medicaland support departments to become one of the top five and top-of-mind
hospitals in Metro Manila.It offers medical specialty residency and fellowship programs
others. This medical institution has several medical departments and facilities to serve
its patient population. Here are some of its services and programs:
.The practice of pharmacy in the hospital also includes broad responsibility for
the safe and appropriate use of drugs in patients, which includes, among other
things, the rational selection, monitoring, dosing and control of the patients
Therapeutics Committee.
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 24
Endoscopy Unit- The Endoscopy Unit is a special medical facility that offers a
gastroenterologists.
bounds with the support from the hospital administration, boosted by the
competence and reputation of its medical staff and with the efficiency and
Vision Center- Equipped, staffed and designed to become one of the citys
leading eye centers, the MDH Vision Center provides its clients with a host of
excellent and up-to-date equipment, including the latest Humphrey visual field
outcome. And just recently, the Center acquired the Optical Coherence
obtain high resolution cross-sectional images of the retina.More than the top-
of-the-line equipment, the Vision Center also boasts of the most proficient eye
specialists and top-notch medical staff to ensure that your eyes are kept in the
partnership with the patient and their support system, its thrust is to enhance
environmental status.
services that encompass a wide array of vital tasks that support the physicians
the referral arm of Manila Doctors Hospital. The Department also serves as
the employees clinic of MDH and the center for occupational health and
safety for the institution. IMSD also serves as the pay out-patient center and
HMO-approval hub.
Pulmonary Physiology and Sleep Lab- The Pulmonary Physiology & Sleep
B. Specialty Clinics
multiple services for all your health, beauty and wellness needs, in a hospital
Certified plastic surgeons now package aesthetic surgery with other wellness
services and leisure activities to give local and foreign clients more value per
dedicated to the care of children with special needs under one roof.The center
ensuring that the proper nutrition care plan is implemented accordingly as part
elderly (60 years old and above) from evaluation to management and
services.
Hearing, Dizziness, Voice and ORL Endoscopy Center- One of the leaders
and innovators in ENT diagnostics, the Hearing, Dizziness, Voice and ORL
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 28
attend to the various tests involved to diagnose disorders of the ear, nose, and
throat, as well as those related to voice, speech, and swallowing. The center is
equipped with up-to-date machines and the latest technology, giving patients
acute and chronic pain. The countrys top pain interventionalists, palliative
skilled allied medical pain team offer medical care that is both cutting-edge
programs to patients and their families to help achieve treatment goals on the
most common metabolic diseases, with the ultimate aim of improving quality
of life.
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 29
C. Programs
the Corporate Social Responsibility Office (CSRO). The program includes the
seven (7) elements of Community Health in line with the standards of the
This includes:
In-house Surgical Programs- Manila Doctors Hospital (MDH) brings its world
class patient care to different areas around the country through medical
Pediatrics, and Surgery join the team who provides free consultation during
these programs. Aside from the external medical programs, MDH also
Department of Anesthesiology, and all four (4) are partly funded by the
Metrobank Foundation.
Ophthalmology which entails free surgery for the removal of cataract with free
intraocular lens. From two (2) legs per year, the program now offers four (4) runs
since 2014. This is conducted during the months of April, August, October and
Otorhinolaryngology (ORL) which benefits children who have cleft lip and
palate. The program targets a total of twenty (20) beneficiaries each year. The
Department of Surgery, caters to patients with thyroid problems. The free surgery
also caters to twenty (20) patients every year. The program is usually conducted
every September.
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 33
patients every year, and it is usually done during the month of November.
Clinic. Patients of the MDH CSR Clinic are able to access services
Pediatrics
OB-Gyne
Internal Medicine
Surgery
Ophthalmology
Otorhinolaryngology
access quality health care intervention from the 6 medical departments and
workers will evaluate. Upon approval, a Blue Card will be issued which
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 34
will entitle them to get the subsidized rates for their consultation.Our CSR
patients can also avail of the various services being offered by our MDH
preventing diseases.
handicapping conditions
CHAPTER 4
FINANCIAL ASPECT
Manila Doctors Hospital is one of the biggest active hospitals in the Philippines.
They offered a line of services that will surely catered the needs of the people. Also it is
the first privat hospital in Asia to be surveyed by and awarded accreditation from
profitable growth of their normal operations and other sources of income. Thus the
Hospital policy ensures that their financial resources is efficiently and effectively
program of thorough cost analysis of key units to determine the efficiency of operations
The key strategies for implementing policies in 2011 included the annual unit
planning and budgeting workshop for unit heads and cost review of its centers. The major
success in 2011 was the strengthening of the Hospitals Financial Management System
and the reinforced training and development program of its people. This prepared the
Hospital in the bottomup budgeting process it implemented in 2011. The gross revenue
in 2011 posted a 5.3% increase. New sources of revenue included new packages, tests,
and procedures. The target 9% of net income over equity, or the return on equity, was
achieved at 28%. Being a hospital, MDH focuses on the number of clients (patients) in
terms of admission which showed an increase compared to the previous year. The
The Hospital had also a good control of its expenses and maintained efficient use
of its resources. It was able to prevent accounts receivables by monitoring the number of
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 38
admitted patients with account receivables (5% in 2011). It maintained an effective and
CHAPTER 5
Corporate Governance
necessary structures and processes to sustain patient safety and quality improvement. The
policy, and core values, which are evaluated semi-annually in terms of relevance and
achievement.
led by a Chairman, the President, two Senior Vice Presidents, the Hospital Director, and
three Directors (one for each directorate). The Board of Directors is led by a Chairman
who is not an executive officer. The following committees support the governance
(ManCom), and the Senior Management Team. There are 10 members in the Board of
who are members of the Medical Staff Association, conferred and endorsed by a
Board of Directors:
President
Mr. Augusto P. Dr. Dante D. Dr. Mario Joselito Dr. Mark Richard
The three directorates cover the three major areas of the Hospitals: the Finance
Directorate oversees the financial performance of the entire Hospital and ensures that
proper monitoring and control systems are in place. The Administrative Directorate takes
care of the support operations of the Hospital. It also oversees the Hospitals Business
Linen Service and Security. The Medical Directorate includes the Medical Services
Division and the Allied Medical Services Division. It oversees the medical services
offered by the Hospital and the activities and services of doctors and allied health
professionals at MDH.
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 43
B. Hypothesis
necessary structures and processes to sustain patient safety and quality improvement. The
policy, and core values, which are evaluated semi-annually in terms of relevance and
achievement.
led by a Chairman, the President, two Senior Vice Presidents, the Hospital Director, and
three Directors (one for each directorate). The Board of Directors is led by a Chairman
who is not an executive officer. The following committees support the governance
(ManCom), and the Senior Management Team. There are 10 members in the Board of
who are members of the Medical Staff Association, conferred and endorsed by a
Dr. George SK Ty is the honorary chairman. Dr. Antonio S. Abacan Jr. is the
current Chairman of the board and the acting President. Mr. Aniceto M. Sobrepea is the
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 44
Vice Chairman of the board. While the rest of the board are composed of Mr. Jose Ma K.
Lim, Mr. Augusto P. Palisoc, Jr., Dr. Dante D. Morales, Dr. Mario Joselito M. Juco, Dr.
Mark Richard C. Kho, Dr. Cecilio K. Pedro, Dr. Terrence L. Cham and Dra. Francisca
DC. Roa.
The three directorates cover the three major areas of the Hospitals: the Finance
Directorate oversees the financial performance of the entire Hospital and ensures that
proper monitoring and control systems are in place. The Administrative Directorate takes
care of the support operations of the Hospital. It also oversees the Hospitals Business
Linen Service and Security. The Medical Directorate includes the Medical Services
Division and the Allied Medical Services Division. It oversees the medical services
offered by the Hospital and the activities and services of doctors and allied health
professionals at MDH.
D. Recommendation
necessary structures and processes to sustain patient safety and quality improvement. The
policy, and core values, which are evaluated semi-annually in terms of relevance and
achievement.
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 45
led by a Chairman, the President, two Senior Vice Presidents, the Hospital Director, and
three Directors (one for each directorate). The Board of Directors is led by a Chairman
who is not an executive officer. The following committees support the governance
(ManCom), and the Senior Management Team. There are 10 members in the Board of
who are members of the Medical Staff Association, conferred and endorsed by a