Value Chain Hospital Value Chain Hospital Organizational Chart Hospital Support Services Hospital Primary Services

1. Hospital Administration
•The Board of Directors, Medical Director, Chief of Clinics, and Chief Nurse
Information Services
•The Admitting and Information, Billing and Collection, Customer Service, Medical Records Services,
Computer Information Systems, Health Education and Human Resources
Diagnostic & Therapeutic Services
•Laboratory, Diagnostic Imaging Center and Emergency Medicine.
•Physical Therapy, Rehabilitation Medicine, Occupational Therapy, Respiratory Therapy, Medical
Psychiatry, Pharmacy, Dietary, Social Services, Medical Staff and Nursing.
Hospital Support Services
•Property and Central Suppy, Linen Section, Purchasing and Procurement
•Housekeeping, Mainternace and Security Services
I. The Value Chain of Hospital
Source: Adopted to Michael E. Porter Value Chain model to the hospital. The primary processes are activities
devoted to care patients. The support processes support primary activities by providing human, technical and
material resources.
Admission
•Emergency Room
•Pay Treatment
Room
•Out-Patient
Department
•Admitting
Care
•Clinical evaluation
•Diagnostic tests
•Treatment
•Referral
•The Board of Directors, Medical Director, Chief of Clinics, and Chief Nurse
•The Admitting and Information, Billing and Collection, Customer Service, Medical Records Services,
Computer Information Systems, Health Education and Human Resources
Diagnostic & Therapeutic Services
•Laboratory, Diagnostic Imaging Center and Emergency Medicine.
•Physical Therapy, Rehabilitation Medicine, Occupational Therapy, Respiratory Therapy, Medical
Psychiatry, Pharmacy, Dietary, Social Services, Medical Staff and Nursing.
•Property and Central Suppy, Linen Section, Purchasing and Procurement
•Housekeeping, Mainternace and Security Services
I. The Value Chain of Hospital
Source: Adopted to Michael E. Porter Value Chain model to the hospital. The primary processes are activities
devoted to care patients. The support processes support primary activities by providing human, technical and
material resources.
Care
•Clinical evaluation
•Diagnostic tests
•Treatment
•Referral
Discharge
•Sent Home
•Home Against
Medical Advice
•Referred to other
health Facilities
Marketing &
Sales
•Services - Pricing
•Customer Service -
Patient Satisfaction
Survey
•Medical Social
Service- Financial
Aids
•Insurance - HMO
•The Admitting and Information, Billing and Collection, Customer Service, Medical Records Services,
Computer Information Systems, Health Education and Human Resources
•Laboratory, Diagnostic Imaging Center and Emergency Medicine.
•Physical Therapy, Rehabilitation Medicine, Occupational Therapy, Respiratory Therapy, Medical
Psychiatry, Pharmacy, Dietary, Social Services, Medical Staff and Nursing.
I. The Value Chain of Hospital
Source: Adopted to Michael E. Porter Value Chain model to the hospital. The primary processes are activities
devoted to care patients. The support processes support primary activities by providing human, technical and
material resources.
Marketing &
Sales
•Services - Pricing
•Customer Service -
Patient Satisfaction
Survey
•Medical Social
Service- Financial
Aids
•Insurance - HMO
Service
•Ambulatory
Services
•Monitoring
•Follow-up
•Referral to Wellness
Centers
•Health Education

2. Support Activities
I. Hospital Administration – These are the people who run the hospital
 The Board of Directors is the governing board of the hospital, whose primary function is
to formulate the policies of the hospital and to verify the annual operating budget
submitted by the Medical Director of the hospital for its approval. This board meets
monthly and at any other time if there are important matters to decide.
 The Medical Director is the Executive Officer of the hospital. His primary duty is to
execute the policies formulated by the Board of Directors and to coordinate the
medical, nursing and administrative functions of the hospital so as to provide safe and
adequate treatment and care to all patients admitted or attended to in the hospital.
 The Chief of Clinics is primarily responsible for the medical staff: supervising the
provision of diagnostic and therapeutic care for hospital patients, training for the
medical staff, and medical research.
 The Chief Nurse heads the nursing staff. Her responsibilities are focused mainly on the
proper care of patients, training and education of nursing staff and promulgation of
standard and quality of nursing procedures.
II. Information Services – Documents and process the information
 The Information Section is often the patients first contact inside the hospital for
inquiries. The Admitting Section is the one responsible for admission: obtains vital
infromation (patient’s full name, address, phone number, admitting doctor, admittting
diagnosis, Social Security Number, date of birth and all insurance information) and
assigns room for patients admitted.
 The Billing and Collection is responsible for billing patients and collection of payment
for services rendered.
 The Customer Service is responsible from facilitating patients concerns and their families
- handles requests, questions, complaints and settle dissatisfaction. They conduct
training for the hospital staff related to customer service. It provides feedback based
on statistical data that can be utilized for the improvement of the delivery of health
care services.
 The Medical Records Section is responsible for maintaining copies of all patients records.

3.  The Computer Information System is responsible for computer and hospital network
 The Health Education Services is responsible for staff and patients health-related
education
 The Human Resources is responsible for recruiting, hiring employees and determining
employees’ benefits
III. Diagnostic and Therapeutic Services
 Diagnostic services to determines causes of illness or injury includes the Clinical
Laboratory - responsible for study body tissues to determine abonormalities; Diagnositc
Imaging Center which determines lesions and abnormalities on body parts (e.g.,
Radiology, MRI, CT Scan, Ultrasound); and Emergency Medicine – provides emergency
diagnosis and treatment.
 Therapeutic Services include the following departments:
 Physical Therapy (PT) – provide treatment to improve large-muscle mobility
and prevent or limit permanent disability (e.g., exercise, massage, hydrotherapy,
ultrasound, electrical stimulation heat application).
 Rehabilitation Medicine – restore optimal function to people with injuries to the
muscles, tissues and nervous system such as stroke patients.
 Occupational Therapy (OT) – helps patients regain fine motor skills so they can
function independently at home and work (e.g., arts and crafts that help with
hand-eye coordination, games and recreation to help patietns develop balance
and coordination, social activities to assist patient’s speech impairments).
 Respiratory Therapy (RT) – treat patients with heart and lung diseases (e.g.,
oxygen, medications, breathing exercises)
 Medical Psychiatry – concerned with mental well-being of patients (e.g., talk
therapy, behavior modification, muscle relaxation, medications, group therapy,
recreational therapies-art,music, dance)
 Pharmacy – dispense medications per written prescription by doctors and
dentists; provides information on drugs and correct ways to use them; ensures
drug compatibility.
 Dietary – responsible for helping patients maintain nutritionally sound diets.
 Social Services –aids patients by referring them to community resources for
financial aid (e.g. PCSO, DSWD, Gov’t Agency).
 The Medical Staff – provides medical care to patients, subdivided into Clinical
departments: Medicine, Surgery, Obstetrics and Gynecology, Child Health,
Anesthesiology, Ophthalmology, Otolaryngology-HNS, Clinical Laboratory,

4. Radiology, Out-Patient and Emergency, Community and Family Medicine, and
Diagnostic and Imaging Center. A Chairman heads each department with
Senior and Junior Consultants, and a staff of resident physicians, post graduate
interns, junior interns and technicians.
 Nursing Service – provides care to patients as directed by physicians; grouped of
nurses, midwives, ward attendants and orderlies, and is managed by the nurse
supervisors in the administration of quality patient care. Each nursing unit has a
head nurse who directs the work of the staff nurses, ward attendants and
orderlies thoroughts their three shifts. Student nurses are affiliated for their
learning experience are supervised by the Clinical Instructor and the nursing staff.
IV. Support Services – Provide support to the entire hospital
 Property and Central Supply is responsible for processing order, receiving, stocking and
distributing all equipment and supplies used by the hospital; diagnosis, repair and
preventive maintenance of hospital equipment; inventory of supplies.
 Purchasing Section is responsible for buying all requests of supplies and equipment of
the hospitals; searching and selecting suppliers.
 Linen Section cleans and maintains hospital linen and patients’ gowns
 Housekeeping and Maintenance maintains safe and clean environment include the
cleaners, electricians, carpenters, gardeners and plumbers.
 Security Services is responsible for the safety and protection of the people and property
of the hospital.