bm narrative report_medical services inc.docx

8/9/2019 BM Narrative Report_Medical Services Inc.docx

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MEDICAL SERVICES OF AMERICA, INC., PHILIPPINES

Cavite Branch

Violeta O. Reye

1/A field study report submitted to the faculty of the Department of Management,

College of Economics, Management and Development Studies, Cavite State University,

ndang, Cavite, in partial of the re!uirements for graduation "ith the degree of #achelorof Science in #usiness Management, ma$or in Mar%eting "ith the Contribution &o'

((((((((((((((((((((((' )repared under the supervision of )rof' *ina C' Abogadie'

IN!ROD"C!ION

+he )hilippine health care system consists of government and private health,

diagnostic, and treatment facilities spread unevenly across the archipelago' overnment

health facilities tend to focus on providing preventive, curative and rehabilitative services

"hile private facilities provide direct personal care that is curative and rehabilitative in

nature'-arious health facilities serve the health needs of the .ilipinos' ospitals continue

to be one of the vital institutions that provide health care services to the ma$ority of the

.ilipino population' n 02, 34 of the hospitals are privately5o"ned 6D7, 028'

9ith regard to utili:ation, ;


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ospitals do not operate in isolation, and are only one element of the "ider health

care system' +he role of hospitals has changed significantly in recent decades and this

trend can be epected to continue'

+he main trend over recent decades has been one of consolidation, "ith a decline

in the number of general hospitals' A more recent development is the rise of ne"

providers that are mostly private medical centers delivering routine hospital care' +heir

creation is no" being encouraged by governments and that they are etending their range

of services' +hese developments can be eplained by several factors' +he advance of

medical technology has made it possible not only to treat more patients and a broader

range of medical problems, but also to do so in speciali:ed stand5alone clinics' *ong

"aiting lists in elective care also play a %ey role' .urthermore, ne" health care providers

are assumed to increase productivity, to be more patient friendly and to enhance patient

choice' &e" providers may also be able to adopt more efficient "or% practices, being less

constrained by eisting rules or traditions' +here is also a lin% "ith mar%et competition,

because ne" entrants "ill boost competition'

O#$ective o% the St&'y

enerally, the field study "as conducted to provide the students the opportunities

to apply her %no"ledge and s%ills learned in the actual business settings'

Specifically, the study aimed to

1' describe the company profile and operations of MSA=

0' determine the organi:ation and management practices of MSA=


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?' describe the services and e!uipment offered by MSA to clients=

;' describe the mar%eting practices employed by the company= and

' describe the students learning eperiences during the field study'

I()ortance o% the St&'y

+his study helped the student to apply her gained %no"ledge and s%ills in

#usiness Management course to the actual operations of the company' t also provided

her insights and eposure to business operations and %ept her abreast "ith the highly

dynamic business "orld' t also provided her valuable eperiences that made the student

more prepared for her present employment'

.inally, this study can be used as a reference by students conducting related

studies'

ME!HODOLO*+

!i(e an' Place o% the St&'y


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+he field study "as conducted in Divine race Medical Center and Asia Medic

.amily and Medical Center in Cavite specifically in the )ulmonary Section of these

hospitals from Fuly >, 011 to 7ctober >, 011' #oth of these hospitals have tie5ups "ith

Medical Services of America, nc'

Data Collection

+he information on historical bac%ground and company profile, organi:ation and

management policies and practices, mar%eting activities and services, financial data and

plans of the company "ere obtained from the records of the company, company

brochures, pamphlets, maga:ines, and corporate "ebsite' 7bservations and intervie"s

"ith employees "ere also conducted to gather information on the problems encountered

by the company'

Sco)e an' Li(itation o% the St&'y

+his study focused mainly on the operational activities, services and mar%eting

activities of the company' +he problems identified "ere based on the actual "or%

eperiences and observations of the student in the company' #ecause of the companys

confidentiality policy, prices of products and services "ere not revealed in this report and

the financial data "ere limited only to the DMC 011 gross income report by month,

from Fanuary to &ovember 011'

!HE COMPAN+


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.igure 0' Corporate logo of MSA


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+he Companys mission statement is Kto embrace change by confronting the

future "hile sustaining the highest level of care to the patients= to provide appropriate

care and professional support to the community= and mostly, to be fiscally secure in the

provision of care'L

Currently, MSA )hilippines is affiliated "ith 0; hospitals all over the )hilippines'

+able 1 sho"s the list of )hilippine hospitals affiliated "ith MSA )hilippines' +he

company offers respiratory services in partnership "ith these hospitals, "hich include a

complete line of respiratory e!uipment, competent respiratory therapist, respiratory

e!uipment maintenance and service, and continuous education and training'

+able 1' *ist of hospitals affiliated "ith MSA )hilippines

Ho)ital Location

Metropolitan ospital Sta' Cru:, Manila

U'E'@'M' Memorial Medical Center Jue:on City

9orld Citi Medical Center Jue:on City

)hilippine 7rthopedic Center Jue:on City

7ur *ady of )illar ospital mus, Cavite

Horea5)hilippines .riendship ospital +rece Martires City

eneral Emilio Aguinaldo Memorial ospital +rece Martires City

Divine race Medical Center eneral +rias, Cavite


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Asia Medic .amily ospital and Medical Center Dasmarias, Cavite

+able 1 continuedN

Ho)ital Location

St' Fude .amily ospital 7longapo City

Afable Medical Center, nc' 7longapo City

-'*' Ma%abali Memorial ospital San .ernando, )ampanga

Angeles Medical Center Angeles City

oly .amily Medical Center Angeles City

St' @aphael .oundation Medical Center Mabalacat, )ampanga

Central *u:on Doctors ospital +arlac City

&a:areth eneral ospital Dagupan City

#ethany ospital, nc' San .ernando City, *a Union

#ulacan )rovincial ospital Malolos, #ulacan

St' +herese M+C Colleges ospital loilo City

+he Doctors Clinic and ospital Horonadal City

Allah -alley Medical Specialist Center, nc' Horonadal City

&otre Dame ospital and School of Mid"ifery, nc' Cotabato City

Metropolitan ospital &asugbu, #atangas


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+he company is also the eclusive distributor of medical e!uipment for the

follo"ing companies Medgraphics Corporation= @espironics, nc'= United #MEC= Dital

&ovametri= and 9estmed' t has its o"n Engineering Department that can provide

repair services and after sales service maintenance'

+he medical e!uipment offered to companies include ventilators, ).+ System,

as Echange System, Stress System +esting +readmill, )ortable Metabolic +esting

Syste, &utritional Assessment, Simple Spirometer, )ulse 7imeter, EC Machines

6Single O ? Channel8, Multiparameter )atient Monitor, Central Station Monitoring

System, Chest )ercussor, .etal Monitor/ Doppler, Des%top -ital Sign Monitor, Suction

Machines, Syringe )ump, nfusion )ump, &ebuli:er, olter @ecorder / Analy:er, 7ygen

Analy:er, Safety Analy:er'

MSA )hilippines has basic re!uirements for a tie up "ith hospital' +hese include

a minimum of 1 bed capacity= accredited by the Department of ealth, and )hilhealth=

and has eisting pulmonary e!uipment and staffs, that arrangement "ill be discussed in a

meeting "ith hospital management' +he pulmonary staff may apply at the corporate

office of MSA to undergo @+ Enhancement training in order to ensure that !uality service

"ill be delivered to patients'

Appendi A sho"s a sample of Memorandum of Agreement bet"een the

company and affiliated hospital'

Or-aniation an' Mana-e(ent

Medical Services of America adopts a hierarchical organi:ational structure "here

every entity in the organi:ation, ecept one, is subordinate to a single other entity' +his


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arrangement is a form of a hierarchy' +his hierarchy consists of a singular/group of po"er

at the top "ith subse!uent levels of po"er beneath them' +his is the dominant mode of

organi:ation among large organi:ations'

Medical Services of America, nc' has several locations across the country, "ith

over 0 companies located in the follo"ing states .lorida, eorgia, ndiana, Hentuc%y,

Maryland, &evada, &orth Carolina, 7hio, 7%lahoma, )ennsylvania, South Carolina,

+ennessee, -irginia and 9est -irginia' Even "ith a "idespread presence, MSA still has a

local, small to"n appeal'

+he #oard of Directors 6#7D8 holds the top authority' t is primarily responsible

for oversight functions'

+he #oard of Directors of MSA, nc' is composed of @onnie *' Goung,

)resident/CE7 and Senior #oard Member= Fames .' ardman, Eecutive -ice

)resident/C77 and Senior #oard Member= Fohn D' Heim, -ice )resident/C.7 and

Senior #oard Member= Donna S' Camit, -ice )resident and Senior #oard Member=

9ayne Feffcoat, Corporate Director and Funior #oard Member, and Christy Feffcoat

Corporate Director, and Funior #oard Member'

+he MSA )hilippines are committed to the same ecellence that is conveyed by

each member of the management team' .igure ? sho"s the organi:ational structure of

MSA )hilippines'

MSA )hilippines is headed by Ms' Aurora Fimeno5Dere$a, the eneral Manager'

She is in5charge of directing the overall business and operations' She performs budget

oversight, including evaluating the needs and uses of resources' #udget oversight


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*eneral Mana-er

Aurora Fimeno5Dere$a

H&(an Reo&rce an'A'(initrative O%%icer

Cecile ,' de *eon

!rainin- O%%icer

7rville Pamora

Chie% Acco&ntant

Milagros D*' Macariola

Ho)ital O)erationO%%icer

&oli #' *agasca

Area Coor'inator an'S&)ervior

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promotes economic development in communities "hen appropriate or necessary to

generate company business' She also heads the in5house company programs for

development and gro"th to promote and generate entrepreneurship'

.igure ?' 7rgani:ational structure of MSA )hilippines


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Ms' Mary Micheline Cecile ' De *eon, the uman @esource and Administrative

7fficer "ho oversees the day5to5day operations of other uman @esources 6@8

professionals' She ensures that the policies and procedures are being follo"ed, and %ept

current "ith "or%place la"s' She ma%es certain that employees "ages and benefit

options are comparable "ith those of competitors "ithin the industry' She is also

responsible for see%ing and identifying employee talents "ho "ill help achieve the

companys strategic goals, vision, mission and overall success'

Ms' la Macariola, the .inance officer, is responsible for audit and investigates,

claims, analy:es contracts, and validates financial documents and ta%es charge of the

accurate financial reporting'

Mr' &oli *agasca, the ospital 7perations 7fficer, supervises and monitors the

operations of MSAs )ulmonary Department at client hospitals' e coordinates "ith the

support groups for all the needs of hospital supervisors to assure smooth operations' e

ensures that the hospitals operations run smoothly and according to company policies' e

also manages the Area Coordinators and Supervisors as "ell as their employees and

monitors their $ob performance'

Mr' 7rville Pamora, the +raining 7fficer "ho renders trainings and enhancement

of staffs to ensure that operations manual and !uality service is al"ays applied' e,

alongside "ith the @ 7fficer, conducts personality development programs and s%ills


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t is the policy of the company to pay employees by direct deposits to the ban% on

a regular basis and in a manner so that amount, method and timing of such payments "ill

comply "ith applicable la"s of regulations' +he follo"ing pay procedures are

implemented by the company

a8 )ayday is every 1thand ?thof each month' +he fifteenth of the month salary

covers the period from 151, and ?th from 13 5? of every month'

b8 Employees on each payday "ill receive, in addition to their direct deposit, a

statement sho"ing gross pay, deductions and net pay'

c8 Deductions are made from pay in accordance "ith eisting la"s for

"ithholding income ta, social security premiums, )hilhealth, and other

necessary deductions such as absences for reasons "hich do not entitle an

employee to a part or to all of his pay for the period of his absence'

E()loyee Bene%it. +he company provides the follo"ing benefits to its

employees

1' Company uniforms

+he company prescribes uniforms to employees "hose nature of $obs involve

direct and fre!uent contract "ith costumers= or "hose $obs re!uire them to "ear such

uniforms for reason of safety, security, health and hygiene' +he uniform of the employees

is a scrub suit personali:ed'

0' ealth Care Coverage

All regular employees are entitled to be included in the Companys healthcare

coverage'

?' olidays


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MSA observes all legal and public holidays declared by the )hilippine

overnment

;' Counseling

MSA Corporate 7ffice "ill be available to discuss and help the staffs "ith

strictest confidence'

' Service A"ards

*oyalty a"ard is upon completion of five years of continuous service and every

five years on"ards'

3' Salary *oans

Emergency assistance thru Salary *oan )rogram is given to a regular employee

"ho have rendered at least one year of service upon filing of loan application'

>' ousing for ospital Staff

Maretin-

Mar%eting for MSA )hilippines, is the process of performing various forms

of mar%et research and feasibility study, presenting proposal of services to clients to

identify, to satisfy, and %eep them' t is an integrated process through "hich the

company builds strong relationships and creates value for its clients'

Services OfferedMSA )hilippines is fully engaged in the business of providing Cardiopulmonary

Services in partnership "ith local hospitals' +he company provides the hospitals "ith

much5needed cardiopulmonary e!uipment, as "ell as a staff of highly competent


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respiratory therapists "ho have undergone rigid training in providing !uality respiratory

services, 0;5hours5a5day, >5days5a5"ee% or depending on hospital needs'MSA installs complete line of high modality pulmonary e!uipment as "ell as

supplies necessary for the operation of an effective @espiratory Department' Maintenance

and up5%eep of all the respiratory e!uipment are done by MSA bio5medical engineers

regularly to ensure that e!uipments are operating under optimal condition according to

international standard' MSA ensures delivery of !uality cardiopulmonary services to the

patients of its partner hospitals "hich is at par "ith the leading hospitals in the

)hilippines'

+he respiratory services offered to customers in hospital set5up are grouped into

four ma$or service categories' +hese services include the follo"ing

!hera)e&tic ervice. +he therapeutic services of the company include

nebuli:ation, chest physiotherapy, incentive spirometry, C5)A) and oygen therapy'

1' &ebuli:ation I +his is conducted by via aerosol facemas% set5up, via aerosol

tracheostomy mas% set5up or patient in ventilator' +he @espiratory +herapist

eplains the procedure to the patient and set5up the nebuli:er' #efore and after

the procedure, auscultation of patients chest is being done and patients

respiratory rate and pulse rate is ac!uired' *i%e"ise, the patients condition is

documented'

0' Chest )hysiotherapy 5 n addition to aerosol therapy, chest percussion 6C)+8

is added to the procedure, if ordered by the physician, to improve the

mobili:ation of retained secretions along the patients air"ays' +his procedure

can be done manual or utili:e a device for Ksha%ingL the secretions 6

-ibracare8'


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0' C)@ )articipation 5 MSA @espiratory +herapist assists in the C)@'

Ambubagging and eternal chest compression could be done to alternate "ith

the &7D/physician on duty'

?' Mechanical -entilation 6&eonatal, )ediatrics, Adult8 5 )atient5ventilator

management 6KroundsL8 every t"o hours, everyday "hile the patient is

attached on the mechanical ventilator, are being done by MSA @espiratory

+herapist' )atient5ventilator management includes

?'1 Assessment and monitoring of patients condition,?'0 Chec%ing for ventilator function 6including alarm and tubing

systems8,

?'? @efilling the humidifier if necessary,?'; Ascultation of patient to %no" if suctioning is needed,

?' Documentation of patients progress through ventilator monitoring

sheet and S7A), and

?'3 Ad$ustment of the parameter settings per physicians orders and

troubleshooting "hen necessary'

MSA standard procedure in changing ventilator circuit, for infection control, is

every five 68 days for adult patients and every three 6?8 days for pediatric/infant patients'

;' 9eaning )rotocols I +he MSA @espiratory +herapist implements "eaning

program and method ordered by the physician' )atients vital signs are

chec%ed during the procedure as "ell as the physical condition and breathe

sounds' Communication "ith patient during "eaning sessions is important'

All pertinent patient data is documented and the nurse5on5duty or physician is

notified on the out5come after each sessions'

' )ulse 7imetry 5 +he patient attached to pulse oimeter is visited by MSA

@espiratory +herapist every shift to chec% if e!uipment is functioning


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education services offered by MSA )hilippines include patient and family education and

in5service training'

1' )atient and .amily Education 5 All pulmonary procedures to be done are

eplained to the patient and relative prior to its performance' .ull details on

ho" procedure "ill be done, "hy it should be done and the benefits the

patient can get from the procedure are conveyed in order to get their full

participation'0' n5Service +raining 5 7rientations and lectures for physicians, nurses, etc'

regarding pulmonary services provided by MSA and related topics such as

ne" modalities in pulmonary services and e!uipment could be conducted per

re!uest'

Price

)rices are established according to the type of supplies and services that "ill be

rendered "ith the approval of both the hospital management and MSA company' +he

pricing and rates are stated in the M7A signed by the hospital and MSA )hilippines' +he

student "as not allo"ed by the management to reveal the prices and rates of services as

part of the agreement'

Promotion

+he promotional strategies used by private medical centers "ere advertising,

public relations and sales promotion'


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A'vertiin-. )rint advertisements such as promotional brochures, pamphlets and

maga:ines "ere provided to target clients particularly doctors and management of the

hospitals' #illboards and banners "ere placed in strategic location, usually near medical

facilities to promote the companys services'

Plic relation. MSA )hilippines regularly participates in annual outreach

program or medical mission participated in by hospitals and medical professionals in

Cavite' +he company provides free nebuli:ation and EC procedures to the community'

Sale )ro(otion. )roduct and service orientations "ere regularly conducted by

area coordinators and supervisors among target clients to ma%e the products and services

%no"n and persuade them to avail the products and services of MSA'

Finance

.or confidential reason, only the gross income earned by MSA )hilippines5Cavite

#ranch from Divine race Medical Center 6DMC8 "as provided to the student' As

sho"n in +able 0, the highest gross income for the services rendered to DMC "as

reported in Fanuary amounting to )h) , '3 follo"ed by September "ith gross

income of )h)


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+he company also plans to computeri:e the uman @esource Department and

payroll, and to upgrade from K#undyL cloc% system to KSimonL cloc% system' +his is part

of the companys goal of enhancing its human resource operations along "ith gro"th in

the number of medical personnel'

FIELD S!"D+ E, 011 covering

t"o affiliated hospitals of MSA in Cavite, namely Divine race Medical Center and Asia

Medic .amily Medical Center'

+he student performed her function as Area Coordinator in the )ulmonary Section

of the covered hospitals' She monitored the overall operations of the )ulmonary Section

of DMC and AM.MC' )art of the monitoring functions involved supervising the MSA


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peoples needs and her determination to achieve the companys goals' +he student firmly

believes that the goal of the field study "as achieved'

S"MMAR+, CONCL"SION AND RECOMMENDA!IONS

S&((ary

A field study "as underta%en at MSA )hilippines5Cavite #ranch focusing on t"o

affiliated hospitals, namely Divine race Medical Center and Asia Medic .amily and

Medical Center in Cavite from Fuly > to 7ctober >, 011'

n general, this study "as conducted to enable the student to apply the gained

%no"ledge and s%ills in the actual business settings' Specifically, it aimed to describe the

profile and operation of MSA, organi:ation and management, mar%eting practices, and

the students learning eperiences during the field study'


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+he field study categorically enhances the students s%ills li%e actual application

of theoretical %no"ledge and s%ills gained in classroom activities' Eposure and

interaction "ith medical personnel, hospital administrators and target clients and staff

further develop the students supervisory and managerial s%ills as "ell as self5confidence

enabling her to perform her $ob "ell'

+he field study is a culminating eperience for the #usiness Management student'

+he student firmly believes that the ob$ectives of the field study "ere met' +he students

eperiences prepared her for competent and responsible practice in the business industry'

Reco((en'ation

+he shortage of staff particularly pulmonary therapist "as the most fre!uent

problem encountered during her field study' +his is further heightened by rising demand

of client hospitals' ence, it is recommended that MSA )hilippines should train and hire

more pulmonary therapists that "ill cover the entire "or%load and accommodate the

increasing demand for cardiopulmonary services' +he company should offer more

attractive compensation to retain current staff "hile attracting ne" and s%illed respiratory

therapists'

9ith regards to delayed payment of hospitals, MSA should give incentives to

hospitals that pay on time li%e discounts' +he assigned collecting personnel to the

hospitals should find effective "ays on ho" to avoid delays in payments such as constant

follo" ups, offer a convenient "ay of payment such as post5dated chec%s and offering

staggered payments'


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+o increase sales and profits, MSA )hilippines should develop more attractive

proposals to retain eisting clients and attract ne" clients'

*astly, since this field study prepared the student for competent and responsible

practice, lin%s and mutual arrangements should be built bet"een the school 6CEMDS8

and business establishments' Establishing ties "ith o"ners of firms not only guarantees

the students "elfare during field study but assure the school of a reliable place "here the

students could truly achieve a competent and responsible field study'

BIBLIO*RAPH+

Douglas C et al' 6008' )rimary care trusts' A room "ith a vie"' ealth Services

Fournal, 1100


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&ightingale & 6038' University ospital in Coventry light and space' ospital

Development, 1; &ovember 6"""'hd'maga:ine'co'u%/hybrid'aspQ

typeCodeR0OputCodeR1, accessed 1; 7ctober 0

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