November 9, 2023

LIGAYA L. TERAZA
State Auditor IV

Audit Team Leader

Audit Team No. R8-19

Dear Ms. Teraza:

This is letter is in response to yours dated 26 October 2023. Re: Results of the requested technical
review and inspection of the on-going Business Process Outsourcing (BPO) of the DBP Data Center,
Inc. (DCI) with the Eastern Visayas Medical Center.

In the said letter the response of the hospital was noted as still incomplete due to the following
factors, among others:

a. DCIs failure to conduct orientation services

b. Failure to update doctor master list by HR
c. Forms already deployed by Medix system incompatible with hospital requirements
d. Hospital still to provide hardware for medix touchscreen kiosk
e. Software already deployed by Medix system incompatible with hospital preference
f. Software has not been updated due to lack of users

The EVMC responds to the above-cited factors as follows:

A. DCIs failure to conduct orientation services

DCI has been conducting orientation services prior to the “go live” of its services until the
present on a continuous basis.

The attendance sheet to the pre- go live activities have already been submitted to your office
several times already.

As DCI is a partner of the hospital in the delivery of its services, every new employee/ job
order of the hospital that will use the Medix software is mandated to secure log-in
credentials from DCI. Part of the process in the giving of these user accounts and pass codes
is an orientation and training on the software for each grantee to ensure that he/ she is
knowledgeable on how to perform his tasks from a software administrator’s point of view.
This training is done on an on demand basis at the DCI office within the hospital.

In addition, DCI, in 2023 alone, has also conducted at least twenty (20) batches of refresher
courses to hospital personnel that use its software to perform their tasks.

Thus, it cannot be said that DCI has not conducted orientation services.
B. Failure to update doctor master list by HR

The hospital management has time and again reminded its Human Resources Department to
update the doctor master file as part of due diligence.

It has also issued a memorandum for the said department to update the master list. A copy
of the document is attached as Annex “A.”

C. Forms already deployed by Medix system incompatible with hospital requirements

Medix is a software/ system that was existing prior to the entry of agreement between the
hospital and DCI. This software is web based and is the same one that is used by all other
hospital where DCI has entered a BPO agreement with, among them is JB Lingad Memorial
Medical Center, Ilocos Training and Regional Medical Center and others.

The agreement between EVMC and DCI did not include customization of forms. Having
specific forms to comply with every requirement of the hospital cannot be demanded from
DCI.

However, as DCI would like to serve its clients best, it engages its partners to submit ways by
which the software would be better would make the work easier and the employees more
efficient. All improvements/ enhancements/ updates that are done on a regular basis to the
software does not only affect one hospital but all of the hospital- partners.

D. Hospital still to provide hardware for medix touchscreen kiosk

EVMC management through the IHOMP team is in the process of evaluating technologies
that would best suit the hospital needs for the next several years. This will be purchased
soon.

E. Software already deployed by Medix system incompatible with hospital preference

The hospital management begs to disagree with this statement and deems the same
inconsistent with hospital actions. This statement is unfair such that the undersigned would
like to request for verified documentation relative to this statement in order to properly
respond to the same.

The mere fact that DCI was engaged as partner for this project shows the faith of the
hospital on the Medix software. This software has made the management of the medical
center scalable even during its early implementation stages when the average number of in-
patients was at 1,100 every day. The same software and services provision also allowed the
hospital to reduce the financial float to as low as fourteen million pesos from a high of
seventy million.
 F. Software has not been updated due to lack of users

The software is updated on a regular basis as stated above. This is the reason why some
features are added while those that have no users are replaced with something that may be
utilized better by the hospitals.

An example would be the android native application which used to be part of the software.
However due to non-use by the hospital personnel throughout the entire ecosystem for
some reason or another, the same was replaced with a technology that is better suited to
deliver on its mission. This upgrade allows users to use their mobile devices to record
activities done to patient at bedside by using the same software as if they are on their
desktops or laptops. Today, nursing and medical personnel can use Medix seamlessly on
any device without having to learn or unlearn new skills. This also allows for faster updating
of the software as there is no more need to code separately for the android application.

We hope that the foregoing explains the position of the hospital relative to the project subject
matter of this letter and closes this subject with finality.

Sincerely yours,

MARISSA A. NICOLASORA
Finance Management Officer II

Noted

SALVADOR B. EVARDONE, MD, MHA, MPH, CeSE

Medical Center Chief II
Annex “A”
Annex “B” – Screenshots of the procurement module

PROCUREMENT MEDIX HIS MODULES

MODULE 1 : PURCHASE REQUEST
SAMPLE GENERATED PURCHASE
REQUEST FORM
MODULE 2 : PURCHASE ORDER
SAMPLE GENERATED PURCHASE
ORDER FORM
Annex “C” Screenshots from the Supply module

INVENTORY AND WAREHOUSING

MODULE 1 : PURCHASE INVOICE /

RECEIVING
SAMPLE GENERATED FORM IN
MODULE 1
MODULE 2 : WAREHOUSE REQUEST

SAMPLE GENERATED RIS

MODULE 3 : WAREHOUSE TRANSFER
(NEW/PARTIAL & ISSUED)

SAMPLE GENERATED RSMI FORM

MODULE 4 : WAREHOUSE /
INVENTORY INQUIRY
SAMPLE GENERATED SAMPLE GENERATED
STOCK CARD REPORT

Annex “D” Screenshots from the PHIC document processing module

Annex “E” Screenshots from the Medical record monitoring module

Annex “F” Screenshots from the Medix touch screen kiosk module
Annex “G” Screenshots from the Medix Queueing System module
Annex “H” Screenshots from the Medix hotspot android tablet
module

KIOSK QUICK REFERNECE GUIDE

EXAMINATION RESULTS
STATEMENT OF ACCOUNT
Annex “I” Screenshots from the Medical Record module