17 June 2021 – World Health Organization in the Philippines continues to support the COVID-19 response in the country. In June 2021, WHO teams visited the One Hospital Command Center (OHCC) recently relocated to the Philippine International Convention Center (PICC) to review support being provided to regions currently experiencing a surge of COVID-19 cases.
Throughout the COVID-19 crisis, OHCC has played a central coordinating role in optimizing the use of critical care services in hospitals and relevant facilities. Its 150-strong staff includes medical and non-medical personnel, Oplan Kalinga coordinators for hotel isolation facilities, and around 30 call-takers that link patients with local emergency operations centers, which serve as the pre-hospital triage systems for COVID-19 admissions.
Patients with COVID-19 and their families are guided on seeking medical care and homecare protocols. On the other hand, non-COVID patients who have limited access to healthcare services due to the pandemic have a chance at accessing quality routine healthcare without leaving their homes through teleconsulting offered by the OHCC.
The need for enhanced telecommunication support has been apparent for several months. OHCC has seen its call volume and number of referrals increase nearly 500% since February 2021. As of June 2021, the OHCC receives an average of over 200 calls a day. This has led to numerous pending cases for each staff shift.
“During the surge of COVID-19, we received requests that varies from asymptomatic patients needing isolation to severe patients needing higher level of care,” said OHCC Operations Manager Dr Bernadett Velasco. “Due to our limited manpower, OHCC hired more coordinators to assist the overwhelming calls received per day. Aside from this, we made sure that we provide the best possible option for patients in terms of isolation and medical care in accordance with DOH guidelines. We are happy to have helped a lot of patients during the surge and we continually do it until now.”
OHCC is also key in monitoring and providing near real-time data on available staffed beds for hospitals in the National Capital Region and other areas. OHCC teams facilitate teleconsultation, patient referrals, and medical transport assistance for those who need urgent care.
Dr Rabindra Abeyasinghe, WHO Representative to the Philippines, talks to Undersecretary Leopoldo J. Vega and OHCC Operations Manager Dr Bernadett Velasco on OHCC’s challenges and successes in supporting Filipino patients. Photo by WHO/J Orbina
WHO has been supporting OHCC since its inception in 2020 by strengthening its Information and Technology (IT) capacity and policy development in institutionalizing the OHCC as the National Patient Navigation and Referral System.
“The National Patient Navigation and Referral system will be the link between healthcare facilities and the patients, supporting them to gain early access to the health services for better outcomes,” said Undersecretary Leopoldo J. Vega. “It will also close the loop by providing better access to financial resources through the Malasakit Centers and Medical Assistance Programs of the different institutions. The connectivity provided will be a breakthrough in the implementation of the Universal Health Care.”
Dr Rabindra Abeyasinghe, WHO Representative to the Philippines, hands over laptop computers to DOH Undersecretary Leopoldo J. Vega on behalf of OHCC. Photo by WHO/J Orbina
Through a grant from the European Union to WHO for its COVID-19 response, WHO donated 20 laptop computers that will enable the call center to meet unprecedented surging demand for its services.
“WHO would like to acknowledge the OHCC for the vitally important work it is doing in coordinating health referrals during this pandemic. These computers will help modernize and scale OHCC activities and lead to OHCC facilitating better health outcomes throughout the country,” said Dr Rabindra Abeyasinghe, WHO Representative to the Philippines.
About WHO response in the Philippines
Throughout the pandemic, WHO has been supporting the Department of Health (DOH) and its sub-national units with technical expertise on expansion of diagnostic capacity, early contract tracing and management, expansion of healthcare pathways and strengthening surveillance systems, and risk communications and community engagement.
For more information, contact:
Dorn Townsend, Risk Communications and Community Engagement Pillar Lead, WHO Philippines, townsendd@who.int
Rocel Ann Junio, Communications Officer, WHO Philippines, junior@who.int