Patients & Visitors Guide

Patient Guidelines

1. Admission Procedure
2. Visitation Guidelines
3. Advance Directives
4. Discharge Procedure
5. Patient Medical Records
6. Rights & Responsibilities

1. Admission Procedure

Welcome to our patient and visitor’s guide. We’ve compiled everything you need to know during your stay at Chong Hua Hospital, including information about our admission and discharge procedures, medical records, pharmacy policies, housekeeping rules, as well as your rights and responsibilities as a valued patient.

THE ADMISSION PROCEDURE

Step 1

At the ER: Proceed to the TRIAGE AREA for evaluation and assessment. The triage nurse will then direct you either to the treatment area or the waiting area.

Direct to Room: Patients with Direct-to-Room orders (within twenty-four hours of issuance) from their Attending Physicians may proceed directly to the ADMITTING SECTION on the first floor of Building A.

Step 2

Fill out the Patient Data Sheet and submit it to the Admitting Section for processing, partial payment, and issuance of our Admission Kit. Our experienced and accommodating staff will be available 24/7 to assist you.

For Patients with Health Maintenance Organizations (HMO)

HMO or insurance company–covered hospitalization should have a letter of authorization (LOA) emailed to the ff. branches:

Fuente Branch:

HMO Email: chhc_hmo@chonghua.com.ph
HMO Billing: chhf_billing@chonghua.com.ph

Mandaue Branch:

HMO Email: hmo.mandaue@chonghua.com.ph
HMO Billing: chhm_billing@chonghua.com.ph

You may call the ADMITTING SECTION HMO staff at local 76109 (Fuente branch) or local 82217 (Mandaue branch) for any HMO-related concerns. A reversible amount will be added to your bill for any item borrowed during your hospital admission.

ROOM RESERVATION GUIDELINES

For reservations via PHONE CALL, please provide us with the following information:

Chong Hua Hospital: (032) 255 8000 local number 76116/76112
Chong Hua Hospital Mandaue: (032) 233 8000 local number 82227/82228

Required Information for Reservations:

COMPLETE NAME
DATE OF BIRTH
ROOM OF CHOICE
CONTACT PERSON
CONTACT NUMBER
INSURANCE CARD DETAILS (if applicable)
DOCTOR'S NAME
REASON FOR ADMISSION

Please provide us with the following information:

Chong Hua Hospital Email: chhc_admitting_@chonghua.com.ph
Chong Hua Hospital Mandaue Email: m_admitting_user_@chonghua.com.ph
Chong Hua Hospital Facebook Messenger: https://www.facebook.com/ChongHuaHospital

Required Information for Reservations:

COMPLETE NAME
DATE OF BIRTH
ROOM OF CHOICE
SCANNED COPY OF THE DOCTOR'S ORDER (for direct-to-room admissions)
REASON FOR ADMISSION
CONTACT PERSON
CONTACT NUMBER
INSURANCE CARD DETAILS (if applicable)

NOTE: We also accept walk-in reservations.

IMPORTANT: Please make sure that the DOCTOR'S ORDER IS SENT IN ADVANCE to the Admitting section.

For reservations via EMAIL or FACEBOOK MESSENGER.

2. Visitation Guidelines

The Philippines is currently in the transition phase of the endemic phase of COVID-19. As mandated by the DOH, we request everyone to comply with the following:

VISITOR GUIDELINES

A maximum of two healthy adult watchers or visitors are permitted to stay with a non-COVID patient during admission.
Only one adult watcher or visitor MAY be allowed to stay with a confirmed COVID patient during their admission.
Healthy visitors of non-COVID patients, EXCEPT for those in the critical care units, may be allowed entry from 6 a.m. to 9 p.m. only.
All visitors must observe physical distancing.
All visitors must wear a surgical mask while in the hospital.
All visitors must practice cough etiquette. Ensure that a surgical mask is on when you cough or sneeze. Change the mask if it is soiled or damp. Throw the used mask in the yellow trash bin and wash your hands afterward.
Visitors must follow proper hand hygiene protocols such as frequent hand washing and the use of hand sanitizers.
Visitors experiencing symptoms of COVID-19, such as fever, cough, and difficulty breathing, shall not be allowed to visit patients.

3. Advance Directives

Chong Hua Hospital respects the dignity and rights of our patients. Legal documents for advance directives and living wills are available, and are designed to guide your attending physician and other staff regarding your preferred intensity of care, including orders regarding life-sustaining treatment.

4. Discharge Procedure

A multidisciplinary team of doctors, nurses and allied medical staff will plan the discharge and post-hospital care of the patient. Here’s what you need to know once you have been discharged by the team.

Step-By-Step Guide

Step 1

Verify that your attending physician has given the "May go home" order at the Nurses’ station and wait for the following to be given to you:

Discharge Instructions
Medical Records (Certified True Copy)
PhilHealth Forms

Step 2

Please return any borrowed items during admission:

TV remote control to the Billing section
Room key(s) to the Admitting section

Step 3

For PhilHealth members, please proceed to the Billing Section together with the following completed and fully accomplished forms:

PHIC Form 1 accompanied by the employer
PHIC Form 2 signed by the attending physicians
PHIC Form 3 (duly accomplished)
PHIC Form 4 (for maternity cases only)
For incomplete PhilHealth requirements, you have to settle your account at the Billing Section in full. You can file your PhilHealth requirements after the discharge for direct refund from PhilHealth at a later date.

For non-PhilHealth members, please proceed to the Billing Section (Ground Floor, Bldg. A) for the computation of the final hospital bill.

Senior Citizen's discount, if applicable, may be granted upon full payment and presentation of an identification card or document that establishes that patient is a citizen of the Republic of the Philippines and is at least sixty (60) years old.
For personal accounts, please pay the hospital bill and professional fees at the cashier.

Step 4

A gate pass shall be given to you by the nurse’s station upon discharge.

Important Discharge Reminders

The cut-off time for discharge is at 5:00 PM.
Please make arrangements with the Billing Section if you want to check out after the cut-off time.
All major credit card payments are accepted.
You can request an updated statement of account from the Billing Section.
ATM terminals are available at the Ground floor of Building C.

5. Patient Medical Records

Photocopies of your medical records and medical certificates can be furnished by the Medical Records Section. Please coordinate with the staff at the Nurses’ Station prior to discharge if you need a copy. A “release of information consent form” must be signed by the Attending Physician and the patient prior to the release of records. A courier service is available upon request. Additional charges incurred shall be included in the patient’s bill.

For inquiries please call:

Tel. No.: +63(32) 255-8000
Local 75166, 75168
Location: Building D, 3rd Floor

Operating Hours:

Monday – Friday 8:00 AM – 5:00 PM
Saturday, Sunday & Holidays 8:00 AM – 4:00 PM

6. Patient Rights & Responsibilities

CHONG HUA HOSPITAL aims to provide you with safe and quality care. As a patient in this hospital, it is important for you to know that you have RIGHTS AND RESPONSIBILITIES that will enable you to participate in receiving quality healthcare.

Communication and Information

Your Rights

To be informed of the names of the doctors, nurses, and health team members directly involved in your care
To request additional information on the doctor/s responsible for your care
To be informed of the diagnosis, planned course of treatment, procedures & expected results
To be informed of the risks, benefits, and treatment/diagnostic alternatives, the consequences should one refuse
To be informed of pain and pain relief measures
To be informed of care options when the hospital care is not indicated
To be informed of doctor’s fee before any medical care

Your Responsibilities

To provide complete and accurate patient information including, but not limited to, personal, social, and medical information.
To provide a copy of your advance directive if intended to apply during admission.

Access and Support

Your Rights

To receive respectful and compassionate care in a safe setting regardless of age, race, religion, national origin, gender/sexual orientation, physical or mental disability
To be provided with attention when you request for help, with the understanding that other patients may have more urgent needs
To be provided with attention from a Patient Service Representative in resolving complaints
To be provided with assistance on ethical issues by contacting an Ethics Committee member
To be provided with a copy of all your medical records according to the CHH Medical Records policy
To request information and a summarized list of your hospital charges

Your Responsibilities

To abide by all hospital rules and regulations

Respect and Dignity

Your Rights

To privacy and confidentiality of all records except as otherwise provided by law
To privacy, to the extent consistent with providing adequate medical care
To be free from the use of seclusion or restraints in any form unless clinically required

Your Responsibilities

To treat hospital staff, other patients, and visitors with courtesy and respect
To pay hospital charges and physicians’ fees in a timely manner

Empowerment and Choice

Your Rights

To decide about your plan of care before and after treatment
To seek a second opinion without fear of compromise to one’s care within or outside the organization
To decide about advance directives
To decide about tissue/organ donation
To decide to refuse treatment to the extent permitted by law
To discharge from the hospital against the advice of your doctor
To decline to participate or to withdraw from a research study without compromising one’s hospital care
To verify the accuracy of your hospital charges and physicians’ professional fees

Your Responsibilities