VALUE CHAIN ANALYSIS

DE LA SALLE UNIVERSITY MEDICAL CENTER

INFRASTRUCTURE

Administrators- Legal Services- Human Resource Department

Medical Directors- Planning- Risk Management
Chief of Clinical Departments- General Management
Chief Nurse- Accounting Department
Nursing Auxiliary- Purchasing and Procurement Department

HUMAN RESOURCES MANAGEMENT

Incentives, bonuses, and profit-sharing- Recruiting of employees

Training programs- Health related education for staffs and employees
Performance appraisals
Competitive wages and salaries

Support
Activities TECHNOLOGY DEVELOPMENT

Medical and healthcare research- Real-time recording of patients’ records and information
Computer and Information System- Real-time recording of hospital revenues
Acquisition of new medical technologies- Data analytics
Website developers for the building and designing of site contents and interface- Security services

PROCUREMENT
Margin
Assistance from Information Desk - Security services
Communication with Medical Representatives-
Purchasing of medical technologies and inventories
Storing of medical supplies
Maintenance
Housekeeping

INBOUND LOGISTICS OPERATIONS OUTBOUND LOGISTICS MARKETING AND SALES SERVICE

Admission of patients. Outpatient services (Consultations, Results of laboratory tests. Availing of insurance coverage Follow-up check-ups and
Appointments laboratory exams, therapies, Results of swab testing. (HMO) treatments
Patients from other hospitals physical exams, etc.) PhilHealth members/dependents Monitoring services
(transfer and referrals) Diagnosis treatment care coverage
Collection of patients’ vital Inpatient care services (Childbirth, Customer Service
information and health declaration surgeries, hospitalization, Financial aid from Medical Social
form. treatment of serious illness, etc.) Services
Primary
Description of symptoms Collection of swab specimens. Discounts and benefits to all DLSAA
Activities Emergency room card holders
Receiving of hospital inventories. Exclusive privileges and discounts
to members of the DLSUMC
Diabetes Club
Premier suites, facilities, and drive-
thru immunizations.
 Primary Activities

In analyzing the De La Salle University Medical Center's Value Chain, the patients' participation in the health care services provided by the hospitals dramatically affects the result
of its value chain. First, in the inbound logistics, the raw materials or inputs of the hospitals are the medical supplies, technologies, and patients. The medical supplies and
technologies acquired from its various suppliers sustain the needs of diagnosing and treating a patient's illness. Hence, acquiring hospital inventories is necessary for laboratory tests,
surgeries, and other medical services. On the other hand, patients categorized as a walk-in, with appointments, and from ambulatory services are inputs of the hospitals to perform
their operations. The vital information, including the health declaration acquired from the patients, will be needed in determining the appropriate clinical departments. Additionally,
the patient's symptoms descriptions are necessary to decide on the medical doctors' appropriate services.
Consequently, the medical doctors will administer outpatient services, diagnosis treatment care, and inpatient services to treat the patients. In the process activities, it will run
necessary laboratory tests to diagnose the illness accurately. After this, treatments will be provided, such as surgeries to cure the condition. For patients who have muscle injuries,
treatments will be in the form of physical therapies. Third, outbound logistics involves the giving of laboratory results to patients who acquired such services. During this pandemic,
many patients undergo COVID-19 testing and could obtain the results through email or pick-up. Through the laboratories of the hospitals, it will deliver the results to patients and be
forwarded to respective clinical departments who requested such tests before undergoing any surgical procedures.
In the marketing and sales activities, the hospital provides insurance coverage for health cardholders. PhilHealth members or dependents are also accepted to avail services and
hospital admissions. It also advises patients in applying for financial aid from Medical Social Services. This promotion encourages patients to acquire other services from DLSUMC
since they will have discounts on the service fees. Moreover, it offers privileges and discounts to DLSAA card holders and patients who will apply for membership of the DLSUMC
Diabetes Club. The hospital may also provide premiere suites for patients and encourage them to avail their drive-thru immunizations for hassle-free services. And lastly, the after-
care services of the hospital involve follow-up check-ups and monitoring of the patients' conditions. It could add to the determination of the quality of the services provided,
especially if there were no adverse reactions to treatments.

Support Activities

The support activities of the De La Salle University Medical Center are the infrastructure, human resources management, technology development, and procurement needed to
analyze the hospital's value chain. The infrastructure includes the organization's structure to implement the strategies, provide solutions, and make sound decisions for the continuity

First, the participation of the patient in the provision of health care

of the hospital's operations. In this case, the administrators established the governance of the hospital's system and managed the business's operations. It provides leadership and
ensures that the hospital will progress its value. Along with them, medical directors, chiefs of clinical departments, and nurses execute the hospital's vision and mission. It helps to
determine hiring qualified medical staff and monitor their needs. Furthermore, departments such as legal services, accounting, human resources, and purchasing and procurement

services, greatly affects the

must validate the transactions incurred to avoid any issues. It helps to communicate with outside parties to acquire the hospital's needs and partner with third-party providers such as
the HMO and PhilHealth.

objective outcome of the value chain (better health). They help by

On the other hand, human resource management involves activities that are needed to hire new proper employees and improve the performance of the current staff. To motivate their
medical doctors and other staff, it should offer competitive wages and salaries. There should also be incentives, bonuses, and profit-sharing to be given in parallel with their

providing a description of the

performance. Motivated staff and employees will help to continue the legacy of the DLSUMC in providing high-quality services. Moreover, training programs and health-related
education would enhance employees' and staff' knowledge and skills, especially that they transitioned into services with precautionary measures due to COVID-19. It will train them
how to properly use the new technologies to minimize the errors and increase their efficiencies.

symptoms (input) and in following the prescribed treatment regimen

For the technology development, there will be a need for medical and healthcare research of the DLSUMC. It is necessary to be informed of the latest discoveries and approaches in
providing health care services to people. It will shed light on the current events and hopefully give solutions to terminal illnesses such as cancer. During this time, research and data

(process). As part of the value

analytics are vital to obtaining COVID-19 cases to help the DLSUMC create strategies to accommodate positive patients and give them treatments. Consequently, the hospital needs
website developers who will build and design its site. It will help them to properly promote their services and get people notified of their promos and achievements. The DLSUMC is
known for its integrated care services by which it has access to modern technologies in diagnosing and treating patients. They need to acquire new medical technologies to detect the

chain their participation helps determine the perceived value they receive,
illness and information about it accurately. Aside from this, updated software is required to record the revenue and patient data in real-time. It should also have tight security services
to prevent leaking of confidential information of the staff and patients.

the patient’s view of their

Lastly, the procurement activities involve how medical supplies and technologies are obtained and how patients are assisted. The DLSUMC has an information desk by which it helps
with the needs of the patients. It assists them on who are the doctors available and the appropriate clinical departments they should go in for check-ups. It also information about the
patients in preparation for the medical services to be given. Moreover, security services will be needed, especially in tracing the patients with COVID-19 symptoms through checking
body temperature and handing out forms. In the procurement of supplies and technologies, it will be coordinated through medical representatives. These inventories will be stored in
a cool place and will be needing maintenance in the case of technologies. There will also be a need for housekeeping to keep the facilities and storage safe and clean.
treatment. In effect, the patient participates in the value chain several
times over the course of the
treatment, and thus has considerable affect on the overall outcome of the
health care value chain.
Beginning with providing correct information and description of
symptoms, followed by judicious
follow-up with medications and the treatment plans are an integral part of
the health care value chain.
Where needed, subsequent visits to other health care providers
(pharmacies, test laboratories,
diagnostic x-rays, etc.) followed by repeat visits to the original health care
provider impact the
outcome.
Second, there are also objective variations in the cost of providing the
correct treatment. The patient,
who provides misleading symptoms in terms of input to the process, may
in fact require many more
diagnostic tests, numerous visits and possibly several treatment plans until
the correct one is identified.
Likewise, delaying treatment by ignoring warning signs and avoiding
timely treatment can lead to a
different value chain. An ignored pain in the leg may prove to be a blood
clot. If ignored, it may travel
to the chest area, which in turn may require hospitalization, or expensive
surgeries. Again, the
participation of the patient impacts the value chain.
Third, the overall physical and mental health and fitness of the patient are
important. Even if the right
symptoms are described correctly, and in a timely manner, the patient’s
overall health and other
preexisting medical conditions may necessitate more expensive
procedures to achieve the desired
results. Thus pregnant patients whose condition is considered to be of
relatively “high risk” can require
substantially more care than others. Different women, delivering healthy
babies could generate
substantially different cost figures, impacting the outcome of the value and
delivery chain.
Fourth, not all treatments are risk free. The treatment for certain illnesses
may have side effects which
are rather negative in their impact on the patient’s quality of life, and
overall satisfaction. Thus an
objective medical treatment, such as amputation of a limb, can impact the
patient’s final quality of life.
Likewise, the old, lonely patient who suffers from arthritis may want
someone to listen to his or her
problems more than for a doctor to dispense pain relief medication. A
busy health care provider may
not have the time to listen, focusing instead on the medical aspect of the
patient’s needs, disregarding
the emotional needs.