C o m m u n i t y

E n g a g e m e n t

M a n u a l

C o m m u n i t y

E n g a g e m e n t

M a n u a l

The FamilyDOC Community Engagement

Manual is a comprehensive manual that seeks

to ensure the replicability of community

engagement best practices for FamilyDOC

Clinics.

The FamilyDOC Clinic is envisioned to be a chain

of community-based primary care clinics. The

clinic is a 3-in-1 healthcare facility composed of

an outpatient clinic, a laboratory and diagnostic

facility, and a pharmacy. It aims to provide quality

healthcare for the growing Filipino middleclass,

while at the same time maintaining affordability

and accessibility. The pilot site is in Poblacion,

Muntinlupa.

�To establish long-term partnerships with key

stakeholders in the community

�To work closely in partnership with key

stakeholders in promoting health and wellness

in the community through the services offered

at FamilyDOC Clinics

This manual will serve as a guide whenever a new

site for a FamilyDOC clinic has been identified

and steps for engaging the community around it

need to be initiated.

The steps outlined in this manual are meant

to be undertaken from the time a clinic site is

identified up to the clinic opening. Ideally, this

will span two months following the Timeline

included.

This manual includes a case study of the

community engagement done in Barangay

Poblacion, Muntinlupa City. Specific examples

from the experiences of setting up the pilot site

are referenced within blue boxes.

DESCRIPTION

Overview

BACKGROUND

GOALS OF COMMUNITY ENGAGEMENT

HOW TO USE THE MANUAL

// Contents04 Initiating the Community Engagement

04 / Environmental Scan05 / Stakeholder Analysis06 / Contact Key Stakeholders07 / Healthcare Mapping08 / Focus Group Discussion Formal Introduction with Stakeholders MOA09 / Brand Activation

10 Sustaining the Community Engagement

10 / Quarterly Updates Form groups or member clubs

11 Timeline

12Appendix

A. ENVIRONMENTAL SCAN

Initiating the Community EngagementI

An environmental scan is necessary in order

to know of and respond to the external factors

that may affect the context in which the clinic

and the community are existing in. By doing so,

certain measures can be undertaken to make

the clinic more resilient to factors which it can’t

control.

Political factors � Survey community leaders, political parties,

and special interest groups.

� Survey political conditions, conflicts,

programs, philosophies, and attitudes toward

government.

� Survey current and priority health programs

of DOH (at local level) and LGUs.

Economic factors � Survey per capita income, socioeconomic

status, sources of income, employment &

unemployment rates, supply and demand of

goods (especially health services), consumption

patterns, and price fluctuations.

Social factors � Survey population, geographical area,

childbearing rates, marriages, divorces, births,

deaths, life expectancy rates, lifestyles, ethical

concerns, sex roles, equality, education,

attitudes toward leisure time, social programs,

religion, number of churches, population

changes by race, age, sex, and level of affluence,

tastes, and preferences.

Technological factors � Survey trends in product innovations,

applications of knowledge, focus of private and

government-supported R&D expenditures,

new communication technologies, attitudes

toward technology, and Internet access.

Legal factors � Survey existing policies (especially health

policies), laws, enforcement, and regulation.

Environmental factors � Survey recycling, waste management,

endangered species, energy conservation,

pollution control, traffic congestion, and inner

city environments.

Figure 1. External forces affecting the organization. Adapt-ed from Strategic Management Concepts and Cases, 13th Edition by Daft (2011)

Source: Strategic Management Concepts and Cases, 13th Edition by Daft (2011)

4

B. STAKEHOLDER ANALYSIS

It is important to know about the stakeholders

as they are the movers and shakers of any

venture. When stakeholders are carefully

analyzed and engaged, resources will be easily

mobilized.

�Who are the stakeholders?

�What are the priorities of each stakeholder?

�What are the available resources of each

stakeholder?

�What are the motivations of each stakeholder?

Women’s Groups

Special consideration needs to be made for

women’s groups present in the community.

Studies (Hemard, et al., 1998) show that women

are known to be the gatekeepers of health in the

household. Their decision making influences

all members of the family. Therefore, tapping

women’s groups would provide access to health

of the families in the community.

Special Interest Groups

In the stakeholder analysis, include informal

groups like midwives association, homeowners

association, cooperatives, and transportation

groups (TODA) since these groups already have

close ties with the community.

Name / Role StakeStand on the

IssueIntensity of

StandDegree of Influence

Insight / Action

External Factor Key Observations in CommunityPolitical

Economic

Social

Technological

Legal

Environmental

Table 1. Environmental Scan Table

Table 2. Stakeholder Analysis

BLUE BOX #1

5

Set a courtesy call to the barangay captain Acquire contact information of barangay officialsand members of any community groups

Inform groups of available amenities in the clinic they can access.

.......

......

......

City

Barangay

Municipal Health Office(or City Health Office)

Community groups

C. Establish Contact with Key StakeholdersC. ESTABLISH CONTACT WITH KEY STAKEHOLDERS

6

D. HEALTHCARE MAPPING

The goal of healthcare mapping is to generate

data to understand the existing market within

the target community. This is done through

collection of geographic data and market

analysis of existing health services within the

vicinity of the FamilyDOC site.

Overview of health in the areaInformation on existing health programs and

status can be obtained from the city health

office.

Health Status Checklist

�Top Causes of Morbidity and Mortality

�Current Community Health Status and

Health Issues

� Schedule of Health Programs and Activities

�Healthcare Facilities and Personnel

� Barangay Health Worker Program and

Personnel

� Existing Health-related Informal Groups or

NGOs

Survey of services and signal prices of

health providersDo an ocular inspection of all the health service

providers in the area including hospitals,

diagnostic laboratories, clinics, pharmacies,

and health centers. Survey the prices of signal

health services in existing healthcare providers

in order to compare the competitiveness of

the prices of the health services of FamilyDOC

clinic.

� Signal health services are the most commonly

availed health services from providers that the

public use to gauge financial accessibility (ex:

CBC, urinalysis, fecalysis, chest xray, ultrasound,

2D echo).

Geographical mappingMap the targeted community of the clinic based

on its geographical location.

BLUE BOX #2

Poblacion FamilyDOC Clinic Map

The pilot clinic in Muntinlupa City was

constructed in Brgy. Poblacion but nearby

barangays such as Putatan and Tunasan were

also geographically close to the clinic, so these

communities were engaged as well.

Referral networkBLUE BOX #3

It is essential to establish relationships with

nearby tertiary hospitals. An agreement with

the medical director of Ospital ng Muntinlupa

(OsMun) was made to be able to refer admitting

patients.

It is also important to establish relationships

with other referring health centers, clinics, or

doctors in the community who may want to

refer to FamilyDOC for consult, laboratory

workup, imaging, or pharmacy.

Figure 2. A photo showing Muntinlupa City and its component barangays. Poblacion is in orange.

7

E. FOCUS GROUP DISCUSSION F. FORMAL INTRODUCTION WITH KEY STAKHOLDERS

G. MEMORANDUM OF AGREEMENT

Focus group discussions or FGDs provide

insights into a specific patient’s experience of

health. FGDs also have the additional benefit

of increasing awareness about FamilyDOC

through word-of-mouth advertising and

is consistent with the desire to provide

personalized care for the family. Participants

usually appreciate that the clinic makes efforts

to listen to their comments and suggestions.

Steps � Recruit participants

� Recruit facilitators

�Carry out methodology of FGD (research

questions, activities, and flow of discussion)

�Data analysis and presentation

Initial FGDs should be focused on branding

and logo studies. However, future FGDs can

focus on the experience of healthcare in the

community. This will allow FamilyDOC to

understand the usual experience of health in

the market and address any concerns elicited

during the discussion.

BLUE BOX #4

FGD in Poblacion

An FGD in Poblacion, Muntinlupa was conducted

as part of studies on the “FamilyDOC” brand.

Eleven participants, mothers from the

community, were recruited with the help of the

barangay hall. The FGD was done in a Jollibee

branch, and participants were given tokens for

By this point, you may already have established

relationships with the key stakeholders. In this

step, formally introduce the clinic management

to the key stakeholders. Propose partnerships

and ask about avenues where FamilyDOC may

be of help to the community.

Proposed partnership with Municipal Health Office

� BHW program (1 training per site for

approximately 30 BHWs)

Proposed partnership with LGU/Barangay

�Healthy Family Series

� Pop-up clinics (before opening)

� Seminars, talks (at least 1 per quarter

throughout the year)

Proposed partnership with the Municipality/MayorPartnering province or citywide may be

necessary later on when clinics are scaling up.

8

H. BRAND ACTIVATION

Door-to-Door Visits by Physicians to Key GroupsFamilyDOC Physicians make their presence

known to the community by visiting homes of

the leaders of key groups.

Soft OpeningThe establishment begins operating but with

little promotion to precede the grand opening.

Pop-up Clinic/FairAn event wherein clinics will be setup to

accommodate the health needs of the

community.

Grand OpeningA publicized event to announce the official

opening of FamilyDOC. It is important to invite

key stakeholders in the LGU at least two weeks

before opening.

9

To maintain an open line of communication

with the LGU and other institutional partners,

quarterly updates containing data on the health

status of the community should be provided.

Having member clubs is one way to actively

engage both formal and informal community

groups.

Clubs �Mothers: Kumare Club

� Senior Citizens Club

�Children: Kids Crew

�Men: Bastketball Team, Liga

Steps � Recruit club members from the FamilyDOC

members pool.

�Hold activities where club members can

bond.

�Tap these core groups in engaging the

community.

A. QUARTERLY UPDATES

B. FORM GROUPS OR MEMBER CLUBS

Sustaining the Community EngagementII

10

TimelineIIIA

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11

8 April 2015

Mayor Atty. Jaime R. FresnediMayorMuntinlupa City

Dear Honorable Fresnedi,

Greetings!

FamilyDOC Clinic will be opening its pilot branch in Poblacion, Muntinlupa by June 2015. In line with our thrust of providing affordable quality healthcare, we realize the importance of understanding the commu-nity and their health needs.

We would like to request for your permission to speak with your Municipal Health Officer, Dr. Magdalena C. Meana, and obtain baseline health data. We are interested in understanding the current health services and programs of Muntinlupa City.

We would also like to speak to Barangay Captain Allen F. Ampaya of Poblacion and Barangay Captain Walter F. Arcilla of Tunasan. These are the barangays around our clinic and we would like to understand more about the political, social and economic situation of the community.

Our goal is to identify the important stakeholders and to understand current healthcare patterns. It is our hope that by engaging the community, we can improve the quality of our health services and complement any existing health programs in Muntinlupa.

Thank you for your kind attention. You may contact me at 09188151218 or rizzyalejandro@gmail.com for any additional questions or comments. I will also be in touch with your office to follow-up this request. We would be grateful for any assistance you can provide us with.Sincerely,

Maria Carissa A. AlejandroCommunity Engagement OfficerFamilyDOC Clinic

Appendix

SAMPLE LETTER OF INTENT