Customer Relations Office
Administrative Department support for medical assistance, counseling, and patient-family guidance
Customer Relations Office / Administrative Department
The Customer Relations Office provides psychosocial assessment, crisis intervention, counseling, financial guidance, and rights-based advocacy for patients and families. The team also helps coordinate medical and financial assistance, address treatment barriers, and connect clients with government and partner resources that support recovery and continuity of care.
Services Offered
- Psychosocial assessment and social case study interviews
- Emotional and crisis support for patients and families
- Individual and family counseling
- Financial counseling and resource mobilization
- Protection, advocacy, and mediation support
- Coordination with government and partner agencies for assistance
Cases Managed
- Patients with financial difficulties and treatment barriers
- Persons with disability (PWD)
- Senior citizens
- Children and pediatric patients needing psychosocial support
- Solo parents
- VAWC-related cases
- Mental health concerns
- Terminal illness and high-risk psychosocial cases
Core Procedures
- Social case study interview and psychosocial assessment
- Risk assessment and prioritization of vulnerable patients
- Preparation of social case study documentation
- Crisis intervention during bad news, ICU admission, surgery, or grief
- Individual and family counseling using therapeutic communication
- Financial counseling on hospital bills, payment options, and promissory notes
- Processing medical and financial assistance from MSWD, CSWD, DSWD, PCSO, DOH-MAIFIP, and other agencies
- Preparation of endorsement letters and coordination with partner agencies
- Mediation on billing or care concerns while upholding patient rights
What to Expect
Confidential, respectful, and client-centered care.
Thorough psychosocial and needs assessment by licensed social workers.
Clear guidance on programs, eligibility, and documentary requirements.
Step-by-step assistance throughout processing and referral.
Continuous support from admission to discharge planning.
Technology & Equipment
Electronic case management system for tracking medical assistance applications
Digital documentation workflow for patient requirements
Tele-counseling platforms for remote assessment
Updated partner-agency database for fast and accurate endorsements
Assigned Team
Licensed Medical Social Workers
Patient Coordinator
Department Head (Supervising)
Frequently Asked Questions
Who may avail of Customer Relations Office assistance?
Patients, relatives, or guardians experiencing medical, financial, emotional, or social difficulties related to hospital care.
Are services free of charge?
Assessment, counseling, and case management services are free. Financial assistance is subject to evaluation and approval by partner agencies.
What documents are required?
Requirements typically include hospital statement of account, valid ID, medical certificate or abstract, and barangay certificate of indigency. Our staff will assist you in compiling the necessary documents.
Contact & Appointment
Department Head
Karla P. Pena, RSW – Medical Social Worker / CRO Head
Person to Contact
Customer Relations Office Staff Duty
Office Hours
Mon-Fri, 8:00 AM – 7:00 PM
#104 Pampanga Medical Specialist Hospital, San Antonio, Guagua, Pampanga 2003 Philippines