PATIENT GUIDE
Client Experience Guide
At Maria Reyna – Xavier University Hospital, we uphold your rights as a patient and guide you in your responsibilities to ensure a respectful, compassionate, and collaborative healthcare experience for all.
Patient's Rights
- Receive considerate, respectful care and treatment in a clean and safe environment without discrimination, free from abuse, neglect or harassment
- Receive emergency care
- Privacy while in the hospital and confidentiality of all your information and records
- Receive complete information about your diagnosis, treatment and prognosis in easy-to-understand terms
- Participate in decisions about your care and treatment and refuse treatment to the extent permitted by law. With your permission, your family may participate in decisions about your care. If you leave the hospital against medical advice or refuse treatment, the hospital and doctors will not be responsible for any medical consequences.
- Provide informed consent before any non-emergency procedure
- Provide an advance directive and designate a legal representative to receive information and provide consent if you are too ill or if it is medically unadvisable for you to receive the information and make healthcare decisions on your behalf
- Be involved in the planning during discharge, transfer to another facility or level of care
- Clarify about the care and services you receive
- Receive detailed information about your hospital and physician charges
- Receive spiritual and pastoral services
Patient's Responsibilities
- Provide complete and accurate personal information, including full name, date of birth, address, contact number, insurance carrier, among others
- Provide complete and accurate information about your health, including past illnesses and hospitalizations, medications and products taken, treatment undergone, and other details that may be relevant to your care plan
- Provide advance directives if preferred
- Treat hospital staff, doctors, patients, and other visitors with utmost courtesy and respect
- Inquire and participate in the plan of care, and inform if one is considering alternative treatments
- Adhere to instructions and cooperate with the healthcare team to execute the care plan
- Abide by all hospital policies and protocols, including the environmental advocacies
- Take care of equipment, furniture, and facilities availed during your hospital stay or visit; damage to hospital property corresponds to monetary compensation or a fine
- Take care of your personal belongings, the hospital is not liable for any losses or damages
- Provide constructive feedback through our Client Experience Feedback Form and the Hospital Administration. Avoid airing on other media platforms
- Adhere to government-enforced laws and policies
- Comply with the requirements of insurance and other 3rd party agencies for financial aid
- Pay your hospital and physician bills in a timely manner
Hospital Services & Guidelines
A helpful guide to our hospital’s services, amenities, and reminders to make your stay safe, comfortable, and well cared for.
Your Healthcare Team
Attending Physicians, Residents, Nurses, and our ancillary and support services assist and provide necessary support to ensure you are holistically taken care of.
Facilities
Amenities are provided for your use. Please take care of them so that other clients may enjoy the same during their stay in the future.
Please inform the nurses’ station of damaged/broken
items. They will be charged accordingly.
Watcher's Policy
1. The Admitting section issues a watcher’s pass to a legal-age individual designated by the patient or next of kin.
2. Each patient may have up to two (2) watchers. One watcher receives a free pass and an additional watcher is charged ₱100 for utility use.
3. Passes must be returned upon discharge; lost passes is
charged accordingly.
4. Entry is not allowed for anyone with infectious conditions (e.g. cough, fever, rash).
5. Firearms must be surrendered at the guard post.
6. Do not sit or lie on the patient’s bed (unless pediatric).
7. Use of electrical appliances is discouraged; fees apply if used.
8. Washing of clothes and personal items is not allowed.
Visitation
1. Security issues a visitor pass to individuals who are at
least ten (10) years old.
2. A maximum of two (2) visitors are allowed at a time in private rooms and one (1) visitor in wards and special care areas.
3. Visiting Hours
a. Wards/Private Rooms: 10:00 AM - 8:00 PM
b. Special Areas:
10:00 AM - 11:30 AM & 4:00 PM - 7:00 PM
c. 10 mins/visitor
4. No entry if with infectious symptoms (e.g., cough, fever, rash).
5. Firearms must be surrendered at the guard post.
6. Wear mask at all times.
7. Sanitize hands before and after visits.
8. Pets, flowers and balloons are prohibited.
9. Special area visits are restricted if patient is unstable.
10. Failure to comply will be subject to exit premises.
Patient ID Band
This is for patient identification. Please do not remove the ID Band in the course of your hospitalization.
Spiritual Services
If you desire spiritual counseling, confession,
anointing of the sick or communion, please inform the nurses’ station.
Daily Eucharistic Mass:
6:30 AM (Monday – Friday)
7:00 AM (Sunday)
Food Services
Empty food trays will be collected by our food service staff, please do not leave them outside.
7:00 AM - 7:00 PM | Main Canteen
(Infront of Rehab and Sports Medicine)
*Food stalls are also available within the Hospital Premises
Security
For security assistance, dial 157. For an operator, dial 0 from your hospital phone.
Please keep an eye on your belongings. The hospital is not liable for any loss or damage to items inside your room or in your vehicles parked within the hospital premises.
Waste Segregation
We encourage your participation in segregating your wastes in all areas of the hospital. There are designated trash bins for biodegradable, non-biodegradable and infectious wastes.
NO Styrofoam Policy
Due to the call for zero waste, the use and patronage of styrofoam or styro-containing materials is discouraged and will not be allowed inside the hospital premises.
HMO and PHIC
If you have an HMO/Insurance, please make sure to notify the ER nurse, the admitting section, or the nurses’ station.
If you are a Philhealth member or dependent, upon admission or at the earliest possible time, verify your PHIC
status through the PHIC Office.
HMO office is located at the Main Building, Ground Floor
HMO Hours: 8:00 AM - 5:00 PM Mondays to Saturdays
Use of Electronic Devices
Fees may apply when electricity is used for electronic devices/appliances brought during hospital stay.
Medical Certificate
Certificate of Confinement / Medical Certificates are issued upon request. Proceed to Medical Records for requisition.
Medical Records Department is located at the Ground Floor of the Main Building.
Medical Records Hours:
8:00 AM - 12:00 NN and 1:00 PM - 5:00 PM Mondays to Saturdays
NO Smoking Policy
Smoking is PROHIBITED within the hospital premises under the REPUBLIC ACT 9211 OF 2003; SECTION 5-D.
Client Feedback
We hope to learn more about your experience and how we can improve the quality of your care. Help us by filling out the CLIENT EXPERIENCE FEEDBACK FORM provided.
Billing and Payments
A Partial Bill is issued upon request at the billing section.
An update of your bill may be provided by the Financial Services Management Department anytime during your hospital stay.
Dial 138 for questions about your bill.
Payment outside operational hours will be catered to at the Information and Admitting Section.
Preparing for Discharge
Your nurse/billing personnel will inform you once your bill is ready.
10-Step Discharge Process
1. The discharge orders will be given by all attending physicians.
2. ICD Coding by PHIC ICD Coder (For PHIC Members & Dependents).
3. Unused medicines and supplies will be returned to the Pharmacy and Central Supply.
4. The clearance for your account will be checked by all Departments.
5. Discharge Notice will be sent to Billing
6. Preparation of Statement of Account (SOA)
7. Release of Statement of Account (At Window 1 or 2)
8. Settlement of Bill (Window 4)
a. A clearance slip will be given and presented to the nurses’ station and security personnel at the entrance lobby.
9. Get Discharge Instructions from the Nurses’ Station
a. Present the clearance slip to the nurse-in-charge
b. A copy of the discharge instructions will be given to you by the nurse-in-charge
10. Submission of the clearance slip and the watcher’s pass to the security personnel as you leave the hospital.
Going Home
A 1-hour time allowance will be given to give up your room to allow our housekeeping staff to make up the room for an incoming patient.
Additional charges apply if you stay beyond the specified
time.
Taxi
Ask the security personnel at the lobby in case you need taxi service.