PCSO-Palawan branch tops clients’ satisfaction rating

• Source: http://www.manilatimes.net/pcso-palawan-branch-tops-clients-satisfaction-rating/403247/
• Monday, June 4, 2018

(The Manila Times)

The Palawan branch of the Philippine Charity Sweepstakes Office (PCSO) in Puerto Princesa City received the highest ratings from the 2017 Customer Satisfaction Survey by the Development Academy of the Philippines (DAP).

PCSO General Manager Alexander Balutan said the branch office was adjudged best for medical assistance (4.60 percent) and prize claims (4.69 percent).

“I would like to congratulate the men and women of our Palawan branch office headed by Rolando ‘Orly’ Batislaong for a job well done. I hope this will serve as a good example and inspiration to all other branches and a challenge as well to step up their performance and delivery of services,” he said.

Batislaong said they are encouraged by the observation. He has been with PCSO for 20 years, 17 years as Palawan branch manager.

“With all humility, we are not yet at our best when it comes to our full service. Since our allocation is not sufficient to sustain and/or serve all our clients in full and in a day, we try to compensate through our services. We do not allow clients to wait in line for more than an hour. We try to deliver our services fast so they won’t feel annoyed,” Batislaong said.

The branch has a daily Individual Medical Assistance Program (IMAP) allocation of P200,000 and caters to 30-40 patients a day.

In 2017, the Palawan branch assisted in 8,167 cases for a total of P49 million. The top three cases served include hospitalization with 3,812 cases at P30 million; laboratory/diagnostic procedures with 3,043 cases at P10 million; and dialysis (peritoneal/hemodialysis)with 455 cases at P4 million.

For the first quarter of 2018, the branch served 2,304 cases at P12 million, an 11.6-percent increase compared to the same period last year when there were 2,064 cases at P12 million.

“There is no significant increase since the allocation is almost the same. Most of our clients belong to Class C, D, and E who are into agriculture, fishing and tourism industries,” Batislaong said.

Palawan is the largest province in terms of land area. The distance from the PCSO office to the city from north to south is approximately 300 kilometers.

“Our top priority is clients coming from the northern and southern part of Palawan, and persons with disability (PWD). Our office is in the heart of the city. We are inside the City Coliseum and it is very accessible and near the hospitals,” Batislaong added.