With all the advances makati medical center made in terms of investments in state-of-the-art equipment and training of its medical staff, you'd think that there's little room for improvement now. Actually, there is still an area in makati med that needs improvement and i am referring to the services of the Medical Records department as well as the Admissions department which is responsible for the release of the certificate of live birth.
When i gave birth last April 9, 2010 ,i actually expected to get the certificate of live birth anytime before the discharge as what happened with my previous childbirth experience with other hospitals in the province or at least a week after discharge. Instead, we were given a certificate of live birth claim slip that says that we have to call mmc after a month for confirmation if a temporary copy of the birth certificate is already available. A month after and it's not even sure we can get the copy of a TEMPORARY birth certificate! When i called them up 8888-999 loc 3002 i was told it would take that long because the draft certificate of live birth we submitted will have to be typed and then signed by the attending obgyne. Also, they will have it registered first. But really, a month? For such a hospital like MMC who prides itself in providing first class service? Uggh...
Anyway, a day after discharge i needed to return to MMC for newborn screening. Since my philhealth benefit was not yet deducted from my bill, i was told by philhealth to get a delivery report as support for my updated mdr and filing of my claim for reimbursement. I decided to go the the medical records to request for such copy, i actually thought i will be able to bring home one upon request but i was told that i have to wait for 3 more weeks to follow up. During that time, i witness a client who was obviously very angry and not caring that she's scolding the staff for such lousy service. Apparently, she also requested a medical report and she already did follow ups(i dont know how many) but nothing came of it. She asked for the name of the doctor who made a surgery on her coz she wanted to talked to the doctor herself, and according to her, she didn't even know that a surgery was made on her. She told the staff at the counter that if she missed her flight, would mmc shoulder her plane fare?
It didn't help that the attitude of the MMC employee was like, he didn't know the status of the request. He can't even placate the irate client. When it's my turn to file a request, he asked for my name, asked for the date of delivery, consulted with a colleague after which he returned to me and just gave me a piece of paper containing a number with which to contact for follow ups. Maybe he is a new employee, or hungry because its nearing 1 o'clock and he has not had lunch yet, or maybe he just doesn't care.
Even if records management is not your flagship service, still it is important to us your client.
An update: This morning i had my follow up consultation with my obgyne and i proceeded to the medical records just to check if the requested delivery report was ready for release even though i was told the first time i filed that i have to follow it up after 3 weeks. I was pleasantly surprised when the report is ready and there was no hassle at all just after 10 days of my giving birth. It's a considerable improvement considering i was actually expecting to get it a month after. I'm conceding therefor that i may have been too hasty in my opinion and maybe that woman who i chanced upon loudly complaining at the medical records may have had a different problem with mine and perhaps it is an isolated incident. Also, when i went to Admissions a duplicate copy of the birth certificate stamped registered was ready when they said that it will also be available after a month. I would therefor conclude that i am now satisfied with the MMC's medical records and admissionn department but then again, they could still improve it perhaps a week after request of the reports? There's always room for improvement, right?