PCSO to act on ASAP desk complaints

Philippine Charity Sweepstakes Office (PCSO) Assistant General Manager for Charity Sector Dr. Larry Cedro assured that complaints arising from ASAP (At-Source-Ang-Processing) Desks with partner-hospitals will be acted upon to improve the delivery of charity services to patients.

Cedro issued the statement in response to complaints of erring social workers in some partner-hospitals and those who give preferential treatment or priority to their relatives, friends, or close acquaintances.

He said that with the public’s empowerment through social media and other mediums, PCSO is more conscious and aware of the public’s feedback. 

“‘Wag ho sanang matakot ang publiko na kapag nagsumbong mas magiging mahigpit or pahihirapan sila. On the part of PCSO, we encourage them to report because there’s a reason for us to assist them because they’re cooperating with us. Kung meron kayong nababalitaan [na ‘di maganda], report them to the head of or branch offices, the managers, or via social media accounts,” Cedro said.

In view of this, Cedro said they will study the possibility of hiring their own registered social workers to man the desks.

At present, the staff manning the ASAP Desks are organic staff of the partner-hospitals.

“Prior to the deployment of these staff, the agency has oriented them on the Implementing Rules and Regulations (IRR) of the Individual Medical Assistance Program (IMAP),” he said.

The IMAP is the flagship program of PCSO under Charity Assistance Department. It is designed to attend to the financial needs of all individuals with health-related problems through the provision of financial assistance.

The desks are the point of access to IMAP established through a partnership between the agency and hospitals that directly provide various health interventions to patients.

The role of the social worker is to evaluate and acknowledge the application and then do the profiling of patients to establish socio-economic condition and classification.

Cedro revealed that they had received complaints filed through Hotline 888 and called the attention of the personnel and hospitals involved by sending them a letter and requiring them to explain their side.

Social workers were also reminded of the protocol that “they are the extension of the government in a way. The expectation from them is similar to what we do [in the main office]”, and those who were proven guilty were already sanctioned (e.g. rotated or replaced).

Cedro, however, admitted that it’ll be a challenge on the agency’s part to hire registered social workers organic to PCSO to man ASAP Desks, mainly due to the availability of plantilla position, or a government approved listing of positions.

“The desire to make them organic to PCSO will be a challenge on our part, primarily on the plantilla or organizational structure. Meron kasi tayong requirement. We welcome the issue. But to curb that issue, we encourage the public to report to us any cases that you can consider as questionable, should there be preferential treatment, or other related activities na sa tingin niyo hindi tama,” said Cedro.

Cedro shared that ASAP Desk was initially launched in St. Luke’s Global and Quezon City in 2011. They also visited several government and private hospitals, but only one hospital acknowledged. From one ASAP Desk, it increased to 26 in April 2015.

“‘Pag nalaman nila ‘yung benefits ng program, sila na mismo ang lumalapit sa amin. With the help of our branch managers, we try to validate their capacity to join the program,” said Cedro.

Currently, there are 86 partner hospitals under ASAP Desks both in private and government hospitals nationwide. Out of 86 ASAP Desks with memorandum of agreement, 58 are operational.

Right now, the agency is expanding and encouraging hospitals to signify their intent to join the program. Recently, Batangas City Mayor Meynard Sabile has signified his intent for the hospital of Lipa City, a devolved hospital, to become a partner-hospital under the ASAP.

 “What’s in it for us is the willingness [of the local government unit] to become partner hospitals. The requirement now is for the patient to transact business directly with the social services of the partner institution instead of them going to our main office,” he said.

ALEXANDER F BALUTAN  

General Manager