Section 2. Customer Focus and Continual Quality Improvement
Section 2.1 Quality Culture and Continual Quality Paradigm
Being ISO 9001:2008 certified, the DOH CAR adopts a quality culture. Thus, all employees are expected to commit to being customer-focused and the adoption of a continual quality improvement lifestyle.
DOH CAR employees shall continually look for ways to improve the quality of services delivered to customers, and actively obtain and respond to client expectations and suggestions. All service providers shall know and respond to their customers’ needs and expectations within the mandate of the office and to the extent allowed by available capacities and resources.
Section 2.2 Customer-first Policy
The training point persons, event organizers and all service providers shall implement a customer-first, guest-first, disabled and elderly, pregnant-first, women and children-first policy in all queues/lines including food. During events, invited guests and VIPs shall be guided to their designated seating places and shall be accorded warm hospitality.
Trainings to develop internal capabilities shall be done as much as possible in the DOH CAR Training Center so that the service providers can serve their customers while undergoing training.
Section 2.3 “No-break” Policy
The DOH CAR implements a “no-break policy” to ensure the un-interrupted delivery of services during lunch break and snack break (also see Chapter 2, Section 9, Anti-red Tape Act). Telephone calls or personal visits to transact official business shall not be viewed as interruptions to work, meetings or trainings inside or outside the office, but rather as opportunities to serve customers. The concerned service providers and officials shall be responsive to the official/legitimate needs and queries of customers directed to them, personally as well as those delegated by their superiors.
The DOH-CAR employees are expected to accept and respond to official calls and requests from internal and external customers after working hours, on week-ends and holidays, and even when they are on leave of absence. This is on the premise that they are government servants until they retire or are separated from the office.
Section 2.4 Public Assistance and Complaints Desk and Customer Satisfaction Surveys
To be responsive to customer complaints and suggestions, the DOH CAR conducts various Customer Satisfaction Surveys for external and external clients. The personnel in charge of the Public Assistance and Complaints Desk (PACD) ensures that each customer has access to the services needed during the visit, to ensure responsiveness of the DOH CAR. Boxes for customer feedback are also available, and the DOH CAR website and newsletter provide additional means of communicating with customers.
The PACD also acts as a public relations desk, where all guests may access information as to the proper service provider to approach for various needs or concerns. Questions and complaints are received through the desk, or through hotlines or “helplines”, or website established by the office.
In keeping with the quality standards of ISO 9001:2008, all process owners shall develop means of gathering, analyzing and responding appropriately to customer feedback. The Statistics Unit shall take responsibility for consolidating, analyzing and reporting the results of all customer satisfaction surveys/feedback of the DOH-CAR customers on a quarterly and annual basis.
Section 2.5 “Bilis-Aksyon” Partner
In keeping with CSC MC No. 15 s. 2012, the Anti-red Tape Act and the “Mamamayan Muna” policy of the Civil Service, the head of the Human Resource Management and Development Section is the designated Bilis Aksyon Partner. The Bilis-Aksyon Partner is tasked to monitor and/or ensure quick action on reports received from the public, oversees the implementation of the Anti-Red Tape Act in the DOH CAR, and submits the necessary reports.
Section 2.6 Consumer Complaints Conciliation and Arbitration
The DOH has set procedures in the conduct of conciliation and arbitration of consumer complaints applicable to cases under DOH jurisdiction through an Administrative Order. The resolution of consumer complaints applicable to cases under DOH jurisdiction is guided by Joint DTI-DOH-DA Administrative Order No. 1 series 1009, promulgated by virtue of R.A. 7394, or the Consumer Act. The Secretary of Health has also designated Consumer Arbitration Officers in each Regional Office assigned to handle such cases.