TUY-RANCES,OLIVIA E

HPAD 213BL
RE : TQM PAPER
BACKGROUND
I am a member of the cooperative operating the Naga Imaging Center
Cooperative (NICC) Doctors Hospital in Naga City, Camarines Sur. The NICC
Doctors Hospital is the newest hospital in the city, which opened only last March
28, 2013. It is a Level 2 Philhealth accredited facility with 99 beds. It has an 8
bed Intensive Care Unit, 2 bed Pediatric Intensive Care Unit, a High Risk
Pregnancy Facility, a Neonatal Intensive Care Unit,an 8 suite Operating Room, a
4 chair Dialysis Unit, including one connected to the Intensive Care Unit, an
Oncology Unit, a state of the art Rehabilitation Medicine facility considered to be
the best in the Bicol Region and a 15 room Outpatient Clinic for private use.
Its laboratory facility is Level 3. It has basic hematology, serology lab with
bacteriologic capability. Its imaging facilities consist of x-rays, including portable
x-ray and computerized digital x-ray, a C-arm (this is an imaging intensifier
machine mainly for orthopedics because it can penetrate dense anatomy in
lumbar and hip regions) a 1 slice CT scan, a 16 slice CT scan , MRI (0.2 tesla
GE refurbished).
Its doctors, numbering about 100 active consultants, are mostly members
of the cooperative. These doctors are not only specialists but also sub-specialists
of the various specialties.
The NICC Doctors Hospital is compliant to industry standards in every
way from waste disposal, environmental requirements and the rest of the building
and fire requirements
STATEMENT OF THE TQM PROBLEM
The food service or the dietary department has the most number of complaints
On September 24-31, 2014, a survey was conducted on 30 NICC Doctors
Hospital clients

EVIDENCE OF THE PROBLEM

From September 24-31, 2014, 30 NICC Doctors Hospital clients
responded to a survey. The result of the survey identified 82 complaints,
grouped into 10 main areas or categories. They are as follows:
CATEGORY
Food Service
Nursing Service
Billing
Linen
Room
Admission
Physician
Cleaners
Visitors
Information Booklet
TOTAL

NO. OF COMPLAINTS
38
17
11
6
3
2
2
1
1
1
82

PERCENTAGE OF
TOTAL
46.34%
20.73%
13.41%
7.31%
3.65%
2.43%
2.43%
1.21%
1.21%
1.21%
99.93%

COMPLAINTS
40
35
30
25
20
15

NO. OF COMPLAINTS

10
5
0

From the above, it can be seen that main problem area relates to the Food
Service. The survey revealed 5 types of complaint on the food service. They are
as follows.

TYPE OF FOOD
SERVICE COMPLAINT
Not visited regularly by a
dietecian
Not informed about their
diet
Food not attractive
Not served at the right
time

NO. OF COMPLAINTS

PERCENTAGE OF
TOTAL

15
11
8
3

TOTAL
Because of what these respondents perceived to be an unsatisfactory
performance in the area of food service, they rated as their overall impression of
the NICC Doctors Hospital as only either fair or very good, instead of excellent.

FOOD SERVICE COMPLAINTS

NO. OF COMPLAINTS

PROBLEM ANALysis
There were 30 respondents
17 or57% were on special diet
13 of 30 (43) were on regular diet
Of the 30 respondents 8 out of 30 or 26% found the food unattractive
Of these 8 , 3(out of30) or 26% were on special diet and 5 out of 30 ( 17
%)
were on regular diet
The 5 on regular diet had no problem in terms of food except that all of
them were not informed about their diet and all were not visited by the
dietician.
The 3 on special diet
2 were were visited by dietician, 2 were informed
Abou their diet.
In general of the 30 respondents only 17 or 57% were informed about
their diet and only 11 (37%) were visited by the dietecian

The
1. NOT ATTRACTIVE OR APPETIZING
a. of the 30 respondents 8 of 30 or26 % found the food not
appetizing.Of these 8 ss
2. NOT SERVED AT THE RIGHT TIME

3. NOT INFORMED ABOUT THE DIET

4. NOT REGULARLY VISITED BY THE DIETICIAN