Frequently Asked Questions – Safe Care

GENERAL

  1. What is SAFE CARE?
    • Safe Care is a sharing-economy platform for customers who particularly want to meet their doctors within the safe spaces of Discovery.
    • To ensure safety and sanitation for our customers, we comply with stringent health & safety guidelines from the DOT, as well as use effective disinfectants proven to kill the virus that causes COVID-19.
  2. Who are your partners for SAFE CARE?
    • At the moment, we are working with Cardinal Santos Medical Center as a face-to-face solution for their e-consult services and with their accredited doctors.
  3. Can doctors have clinics in the hotel as part of SAFE CARE?
    • Doctors cannot have clinics in the hotel. The safe spaces are in fact booked by their patients requesting for a visit to meet with them (hotel visit versus house visit).
  4. Why am I paying for the hotel meeting space and not my doctor?
    • Use of safe spaces in Discovery hotels is a voluntary and personal choice of the patient to meet with his/her doctors. The booking is a transaction of the patient and not the doctor’s. Patients have the first option to meet their doctors in their clinics or hospitals. The Safe Care program offers an alternative safe and sanitized meeting space instead of the above-mentioned venues.
  5. What are the operating hours of Safe Care?
    • Bookings can be received Mondays to Fridays, 9am-5pm, for appointments with a 24-hour advance notice. Bookings received during the weekend will be attended to the Monday after. Bookings received during holidays will be handled on the next working day.
    • Meeting space operations are Mondays to Saturdays, 10am – 8pm except during holidays.

 

BOOKING

  1. What kind of room can I expect from the meeting space I will book?
    • The spaces will be confirmed on the day of your arrival based on availability. It may be a function room, a business center room, or a living room of a hotel suite (converted into a meeting area).
  2. How long can I stay in the room?
    • Your booking is good for 1 hour only. You may book extra hours, as needed.
  3. What can I do inside the room?
    • Your room is a meeting space. Aside from the actual meeting, you may purchase some grab & go snacks from the hotel and consume the meal inside your booked space.
  4. How many companions can I bring with me to the meeting with my doctor?
    • You are only allowed to bring with you one (1) official companion to your scheduled meeting.
  5. Where can other non-official companions stay while waiting for me?
    • You can book another meeting space for them. Otherwise, only expected guests and their official companions are allowed to stay in the hotel premises for health & safety purposes.
  6. Can I request for a specific space/room?
    • The meeting space will be designated on the day of the appointment subject to availability.
  7. How much is the per hour booking fee?
    • For Discovery Suites, the fee is P500++ per hour
    • Fees are exclusive of prevailing VAT, service charge, taxes and fees.
  8. Can I book a meeting space for more than 1 hour?
    • Yes, you may book it for a maximum 8 hours. The hourly rate is the same for 1 hour or more.
  9. Where do I pay for my hotel space/room booking?
    • You will receive a payment link via email to settle your booking fee upon confirmation of your booking.
  10. Is there a Senior Citizen and/or a PWD Discount applicable to my rate?
    • YES, we honor the senior citizen and PWD discount upon presention of valid ID.
  11. If I have questions regarding my booking, who can I talk to?
    • For your hotel space booking, you may send us an email at safecare@discoveryhospitality.com.
    • For doctor related inquiries, you should contact your doctor directly or the e-consult facility of CSMC.

 

PRE-EVENT

  1. What do I need to prepare for my meeting?
    • The SAFE CARE team will send you the following:
      • Health Questionnaire (for you and your companion)
      • Booking contract (review the terms & conditions)
    • Appointment Voucher/Guest Folio (Booking confirmation)
    • Print and complete the above forms.
    • Forward to the waiting area staff for your meeting.
    • The health questionnaire must be signed in front of the waiting area staff.
  1. Do you accept walk-ins?
    • NO, we do not accept walk-ins.
  2. What is the grace period for booking a meeting space in Discovery?
    • Advice from the CSMC e-consult facility must be received 24 hours before the scheduled meet-up.
  3. If I want to change my appointment schedule, how do I amend my booking?
    • All changes must be coursed through the e-consult system of CSMC. They will inform us of any approved changes.
  4. Am I allowed to cancel my booking?
    • Cancellation policies depend on the cancellation policies of the e-consult service of CSMC for services paid to CSMC.
    • Discovery will not charge for no-show or cancellation of space bookings.
  5. If I arrive early in the hotel, where can I wait?
    • You can wait outside the hotel as you can only be admited in the waiting room 15 minutes before your scheduled appointment.
  6. Is there parking in the hotel?
    • YES, there is parking in the hotel for a FEE. You may also park across the hotel where there are parking lots & mall parking areas.
  7. Is the hotel guaranteed to be COVID-FREE?
    • No place is guaranteed to be COVID-FREE. All hotels with permision from DOT & BOQ to operate during the quarantine period accept returning Overseas Filipinos and OFWs to quarantine in their premises, as needed by OWWA or as booked by guests directly. Guided by strict management of health & safety in the hotel based on IATF & DOT regulations, hotel’s house guests who may be or may not be infected by the coronavirus responsible for COVID-19 are quarantined in their respective rooms. A mitigation and sanitation plan is in place to ensure containment of virus spread in case of infected guests.
  8. How can you ensure “safe spaces” in your premises?
    • The Department of Tourism has issued strict guidelines on health and safety inside hotels operating during the quarantine period. These sanitation standards are of the highest level of safety during a pandemic.
    • Discovery further validates it’s high standard of safety & sanitation through use of proven effective disinfectants that kill the virus that causes COVID-19. We have partnered with Lysol to ensure we use high grade disinfectants, the sanitation of meeting spaces being done before and after every use of space (every hour after a booked appointment or space use).

 

DURING MEET-UP

  1. What time do I arrive for my meet-up?
    • You can be accommodated in the waiting area 15 minutes before your scheduled appointment.
  2. Where do I go when I get to the hotel?
    • After your temperature check at the entrance of the hotel, where you are to show the guard your appointment voucher, they will guide you to the waiting area, based on the time of your appointment. You need to present your appointment voucher to gain access to the waiting area.
  3. What can I expect when I get to the hotel?
    • Expect temperature checks and submission of the health questionnaire. Note that if you are exhibiting symptoms of COVID-19 (fever, cough, colds, etc.) you may be denied entry to the premises.
    • You are expected to wear the appropriate PPEs (masks, shields, gloves, etc.) as you please, with the minimum compliance to wearing a mask everywhere in the hotel premises.
  4. Why will you deny my entry to the hotel if I am exhibiting COVID-19 symptoms?
    • Based on the guidelines of the Department of Tourism and IATF, these symptoms if detected prior to entry as well as reflected in the health questionnaire, will be valid basis of denial of entry to an establishment as part of the Bayanihan To heal As One Act (RA 11469).
  5. Why do my official companion and I need to fill-up a health questionnaire?
    • As part of the regulations of IATF, all individuals entering building business establishments including hotels need to fill-up a health questionnaire. Non-disclosure of correct health condition or incorrect disclosure of information regarding exposure to COVID-19, directly or indirectly, is punishable by law under the RA 11469 Bayanihan to Heal as One Act. The health questionnaire also serves as the contact tracing system of the hotel.
  6. When can I proceed to my meeting room?
    • After submission of the required documents to the waiting area staff, you will given instructions to proceed to either a function rooms, a business center room or the living room of one of the hotel suites. You will receive your suite key, if any, to proceed to your meeting room on the starting time of your appointment.
    • Your meeting room will have social distance markings where you, your companion and your doctor will be positioned.
  7. If my guest (doctor) arrives late, can my booking be extended?
    • If your guest (doctor) is expected to be delayed, you may request for a time change, subject to space availability, as long as you have not occupied the room. If you have occupied the room, you need to pay for extra hours of use, as needed.
  8. Can I arrange for meals to be served during my meetings?
    • YES, you may. You can request for this during your booking online or order upon your arrival in the hotel. Only pre-packed grab & go meals will be served.
  9. Which public bathroom can I use?
    • There will be a designated public bathroom within the same floor as the waiting area and the meeting rooms. The public bathroom will be subject to the strict sanitation protocols to ensure frequent disinfection of the space.
    • If you are assigned a suite room, bathrooms in suite rooms are not accessible to your and your guests during your 1-hour meeting. You need to use the public bathroom provided within your meeting floor.
  10. Am I required to return to the waiting area after my meeting?
    • YES, you need to return to the waiting area to return the issued suite key, if any, as well as to inform the staff that your meeting is finished and that the room can already be sanitized.
  11. Will there be a standby nurse in the hotel to assist me, as needed?
    • No, we are not a health facility. There are no standby nurses for your meet-up purpose, particularly.
  12. Do you provide wheel chairs in the hotel?
    • No, we are not a health facility. We offer standard hotel facilities for PWD, Senior Citizens and Pregnant Women.
  13. Do you have diagnostic services in the hotel?
    • No, we are not a health facility. We simply provide a safe meeting space for your requirements.
  14. Do you have a pharmacy in the hotel?
    • No, we do not have a pharmacy. But your may avail of delivery services through MedExpress Delivery at +63 2 8333 3333.

 

SAFETY STANDARDS

 

  1. Health Monitoring
    • Temperature Checks at entrances. Denial of entry for temperate reading of 37.7 centigrade. Guests or visitors are brought to the isolation room until fever is validated.
    • Mandatory Health Questionnaire submission for all hotel guests and visitors. Incorrect disclosure of health condition and exposure to COVID-19 is punishable by law based on RA 11469, Bayanihan To Heal As One Act.
  2. Respiratory Etiquette
    • Use of Face Masks (plus Face Shields, as preferred) while in the hotel premises.
    • Maintain social distance of 1-2 meters when talking or interacting with people
    • Coughing & Sneezing Etiquette
      • Cover your mouth and nose with your sleeve
      • Dispose of used tissue correctly
  3. Use of PPEs
    • Use of PPEs (masks, gloves) during entire stay inside the hotel
    • Use of PPEs by program staff (Hazmat Suit, Face Shield, Gloves)
    • Plastic panels separating staff and customers
    • Plastic covered elevator control panels
  4. Social Distancing
    • Distance of 1-2 meters is maintained between people within a common space
    • Use of dedicated elevators
    • Movement flow to maintain social distances
    • Social Distancing Markers
      1. Elevator: maximum 4 persons per flight
      2. Floor markers for queeing
    • Social distanced seats (waiting room & meeting room)
  5. Crowd Control
    • Compliance to maximum participants per gathering based on IATF guidelines
    • Movement Flow Control to avoid crowding in common spaces
    • Appointment system to anticipate crowd within a common space at any given time
  6. Hygiene & Sanitation
    • Meeting space sanitation plan (based on Lysol global standards)
    • Public area sanitation plan (based on Lysol global standards for hotels)
    • Public toilets sanitation (based on Lysol global standards for hotel public toilets)
    • Sanitation stations (regular and foot—activated stations)
  7. Contact-less Greetings
    • No kissing or handshakes
    • Mabuhay Greeting of DOT
  8. Contact-less Methods
    • Pre-payment prior to arrival
    • Online Banking
    • Cash in plastic pouch
  9. Contact Tracing
    • Health Questionnaire
    • Contact tracing App
  10. Disinfection
    • All frequently touched areas in a given space follow a strict disinfection schedule
    • Frequency: Before and After use of space
    • Use of Lysol disinfectants proven to kill the virus that causes COVID-19
    • Disinfection levels are based on Lysol’s global disinfection standards for hotels
  11. Others
    • Express lane for seniors, pregnant women and PWDs
    • Emergency Response Team

Briefings and notice boards for health & safety protocols

SAFE CARE – DOCTORS

How it works?

  1. Doctors of Cardinal Santos will tell their patients that they can meet-up in Discovery.
  2. Patients will book the consultation with the doctor in the tele-consult facility of the hospital.
  3. The tele-consult facility will charge patients for Professional Fees and Hospital Fees.
  4. After PF and Hospital Fees are paid, the tele-consult facility will message DHC for the booking of the patient.
  5. DHC will contact the patient to inform patient of the booking and send him/her the payment link to settle venue/space booking fee.
  6. The patient will receive the health questionnaire and all the pre-arrival requirements, etc.
  7. Patient will arrive in the hotel and present the appointment voucher to the hotel entrance guard.
  8. Patient will be directed to the waiting area 15 minutes before the scheduled appointment.
  9. Patient will submit requirements to the waiting area staff and sign in.
  10. Patient will receive the room assignment & key, if any, upon completion of requirements.
  11. Patients will proceed to the assigned room.
  12. Doctor proceeds to assigned room.
  13. Patient & doctor meet inside the assigned room.
  14. After the meeting, patient proceeds to the waiting area to return keys, if any, and sign out.
  15. Patient leaves the hotel.
  16. Doctor moves to the next room for the next patient.
  17. Hotel disinfects the room based on the standards of partner Lysol.
  18. Room is left to rest for 20-30 minutes.
  19. Sanitized room can be assigned and used by the next guest after the rest period.

 

DOCTORS

  1. Doctors get a request from the tele-consult facility for an appointment.
  2. Doctors confirm the appointment request.
  3. Tele-consult sends an appointment confirmation to doctor and Discovery.
  4. Discovery receives the appointment schedule.
  5. Discovery handles hotel venue/space booking.
  6. Once patient acknowledges communication triggered by Discovery, doctor will receive a confirmation of appointment from Discovery via email.
  7. Doctor will be given access to their appointment calendar.
  8. System can send a reminder email to doctor 1 day before the scheduled appointment.
  9. Doctor arrives in the hotel on the day of appointment.
  10. Doctor parks within designated parking area, on a first come first serve basis.
  11. No valet parking is available as part of health & safety regulations.
  12. Doctors must wear the proper PPEs, with the mask to be worn at all times while in the hotel.
  13. Doctor goes through the temperature at the hotel entrance.
  14. Doctor proceeds to the waiting area to submit health questionnaire, daily, to the waiting area staff.
  15. Doctor checks with waiting area staff the assigned room number for the scheduled appointments for the day.
  16. Waiting staff issues the keys for the assigned room/s for appointments.
  17. Doctor can proceed to the first assigned room if room is available.
  18. Inside the room, designated seats are marked for social distancing.
  19. Consultation takes place within the designated schedule of meeting.
  20. Doctors will move to the next assigned room for the next appointment.
  21. Used room will be disinfected using proven disinfectants of Lysol and will be left to rest for 20-30 minutes, as prescribed.
  22. Doctors are requested to arrive in the hotel 15 minutes before the 1st
  23. Doctors are requested to schedule their appointments one after the other to avoid waiting periods.
  24. Waiting area for doctors will be set-up in the designated waiting area, if needed.
  25. Doctors need to return the keys to the waiting area staff after the last appointment.
  26. Free parking voucher will be issued by the waiting area staff based on doctor’s appointment schedule.
  27. Doctor pays for parking in excess of free parking allowed based on doctor’s appointment schedule.

 

GENERAL

  1. Who is charged for the hotel venue/space rental fee?
    • The patient is the customer of the hotel. They will be charged for the hotel venue/space fee.
  2. What are the additional charges to the patients?
    • The hotel venue/space fee is P500++, exclusive of 24% taxes and charges.
  3. Can I have a permanent room to meet my patients?
    • No, there are no permanent rooms for the Safe Care program. The rooms are assigned based on space availability and sanitation considerations.
  4. If I join the program, does it mean that I have a clinic in Discovery?
    • No, your use of the space in the hotel does not mean that you have your own clinic in the hotel.
    • Technically, the space is booked by the patient and not the doctor. The activity can be considered a “hotel visit” instead of a “home visit”, as requested by the patient.
    • The hotel is not a health facility for medical clinics. The hotel is simply providing a meeting space, as requested and booked by the patient.
  5. Do I have free parking in the hotel?
    • Based on your appointment schedule, you will be entitled to a free parking voucher, with 1 hour allowance before and after the scheduled appointment for the day. Outside this time frame, parking will be charged to the doctor’s account.
  6. Can I do vaccination or blood extraction or similar inside the room?
    • Based on what is booked through the tele-consult facility, as allowed by your license to practice your profession, you may exercise your right to practice your profession, except for pharmaceutical intervention related to the mitigation of COVID-19 which is strictly prohibited by the IATF/DOT for meeting operators.
    • You are solely responsible for violations of your medical license/permit or any DOH regulation related to what you will exercise with your patient.
    • The hotel simply and clearly is a provider of space for the meeting between you and the patient, as requested by your patient.
  7. Can I leave some of my equipment and supplies in the hotel?
    • No, there are no lockers or storage area provided for your equipment or supplies.
  8. Can I book the room for my patient directly with the hotel?
    • We only accept bookings from the tele-consult facility.
  9. Can patients book a meeting room directly with the hotel to meet me?
    • However, booking is not qualified under Safe Care. Different rates apply which is P2,000 for 3 hours.
  10. How do I cancel an appointment?
    • Cancellation of appointment must be coursed through the tele-consult facility. The tele-consult facility will inform Discovery of any cancellation or revision of schedule.
  11. Can patients pay for my professional fee in the hotel?
    • Your professional fees and other services are based on what will be booked through the tele-consult facility. Payment for these fees will be collected by the tele-consult facility.
  12. What if my patient is a “no-show”?
    • The prepaid booking will not be refunded as the you (the doctor) will stay in the booked room.
  13. What if I am a “no show”?
    • The refund or revision of booking will depend on the instructions of the tele-consult facility.
  14. What if I am delayed?
    • Delays must be coordinated with the tele-consult facility.
    • You may also coordinate your delay with your patient who may request for a change of time while already in the hotel. Change of time will be subject to space availability and will be based on whether the patient has occupied the room, or not.
    • If the room has been occupied by the patient, extension of use will be charged to the patient, accordingly.
  15. Can I ask my patient to meet me on the same day in the hotel?
    • Bookings must be received from the tele-consult facility at least 24 hours prior to the appointment. We do not accept walk-in requests.
  16. Are the patients and doctors exposed to COVID-19?
    • In good faith, all program participants attest that they are free from any exposure to the coronavirus that causes COVID-19. Health questionnaires are filled up to document this attestation.
  17. Are we accepting COVID-19 patients for SAFE CARE?
    • We are not allowed by the IATF to engage in any pharmaceutical intervention for the mitigation of COVID-19. As such, SAFE CARE prohibits intentional engagement in any procedure or consultation related to COVID-19.
  18. What protection do we have against accidental exposure to COVID-19?
    • Appropriate PPEs will be provided to ensure adequate protection from accidental exposure to COVID-19.
    • Plastic shields in waiting areas will be set-up for waiting area staff.
    • Interaction with program participants (doctors & patients) at any given time will be limited to less than 15 minutes to ensure minimal accidental exposure to the virus, if any.
  19. If I get exposed to COVID-19 before my scheduled appointment, what should I do?
    • In good faith, doctors are expected to be safe from COVID-19 when they meet their patients. If you have become suddenly exposed to the virus which upon your assessment is a risk to the health of your patient and other program participants, do not continue with your scheduled appointments. Inform the tele-consult facility so appointments can be cancelled for both patient and the hotel.
    • If you have been exposed to COVID-19 in proper PPEs to ensure that you did not get infected by the virus, you may continue with your appointments as long as in good faith, you are certain that patients and program participants are safe from virus infection.
    • If you are exhibiting any symptom of COVID-19, you will be denied entry to the hotel as part of the guidelines of IATF/DOT in mitigating spread of COVID-19.
  20. What if I am denied entry to the hotel due to COVID-19 symptoms, what will happen to the booking?
    • Your patients will be informed that the appointment is cancelled due to possible exposure to the virus.
    • The booking can be set for another date at no extra cost to the patient, for the venue/space fee.
  21. If patient is exhibiting COVID-19 symptoms, what should I do?
    • There are 2 check points for this: Upon entry to hotel and at the waiting area upon submission of Health questionnaire. At these points, patients exhibiting symptoms of COVID-19 will be denied entry to the hotel or will be brought immediately to the isolation area, as mandated by law, stipulated in the Bayanihan to Heal as One.
    • If symptoms are suddenly observed during the meeting, you may invoke the law and request the patient or doctor to be moved to the isolation room until such symptoms are deemed to be unrelated to COVID-19.
  22. Can the patient leave the room key with me?
    • No, patient needs to return the key to the waiting area staff for patient to sign-out. This is important to ensure control of whereabouts of the patient during stay in the hotel.
  23. How often are the rooms cleaned?
    • Before and after every use.

 

SAFE CARE – EMPLOYEES

How it works?

  1. Doctors of Cardinal Santos will tell their patients that they can meet-up in Discovery.
  2. Patients will book the consultation with the doctor in the tele-consult facility of the hospital.
  3. The tele-consult facility will charge patients for Professional Fees and Hospital Fees.
  4. After PF and Hospital Fees are paid, the tele-consult facility will message DHC for the booking of the patient.
  5. DHC will contact the patient to inform patient of the booking and send him/her the payment link to settle room booking fee.
  6. The patient will receive the health questionnaire and all the pre-arrival requirements, etc.
  7. Patient will arrive in the hotel and present the appointment voucher to the hotel entrance guard.
  8. Patient will be directed to the waiting area 15 minutes before the scheduled appointment.
  9. Patient will submit requirements to the waiting area staff and sign in.
  10. Patient will receive the room assignment & key, if any, upon completion of requirements.
  11. Patients will proceed to the assigned room.
  12. Doctor proceeds to assigned room.
  13. Patient & doctor meet inside the assigned room.
  14. After the meeting, patient proceeds to the waiting area to return keys, if any, and sign out.
  15. Patient leaves the hotel.
  16. Doctor moves to the next room for the next patient.
  17. Hotel disinfects the room based on the standards of partner Lysol.
  18. Room is left to rest for 20-30 minutes.
  19. Sanitized room can be assigned and used by the next guest after the rest period.

 

GENERAL

  1. Are the patients and doctors exposed to COVID-19?
    • In good faith, all program participants attest that they are free from any exposure to the coronavirus that causes COVID-19. Health questionnaires are filled up to document this attestation.
  2. Are we accepting COVID-19 patients for SAFE CARE?
    • We are not allowed by the IATF to engage in any pharmaceutical intervention for the mitigation of COVID-19. As such, SAFE CARE prohibits intentional engagement in any procedure or consultation related to COVID-19.
  3. What protection do we have against accidental exposure to COVID-19?
    • Appropriate PPEs will be provided to ensure adequate protection from accidental exposure to COVID-19.
    • Plastic shields in waiting areas will be set-up for waiting area staff.
    • Interaction with program participants (doctors & patients) at any given time will be limited to less than 15 minutes to ensure minimal accidental exposure to the virus, if any.
  4. If patient or doctor is exhibiting COVID-19 symptoms, what should I do?
    • There are 2 check points for this: Upon hotel entrance and at the waiting area upon submission of Health questionnaire. At these points, patients exhibiting symptoms of COVID-19 will be denied entry to the hotel, by law, as stipulated in the Bayanihan to Heal as One.
    • If symptoms are observed during the meeting, you may invoke the law and request the patient or doctor to be moved to the isolation room until such symptoms are deemed to be unrelated to COVID-19.
  5. Can the patient leave the room key with me?
    • No, patient needs to return the key to the waiting area staff for patient to sign-out. This is important to ensure control of whereabouts of the patient during stay in the hotel.
  6. How often do we clean the room?
    • Before and after use of each room.

 

 

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Reviews

  • COZY AND HOMEY. This was our 6th or 7th stay and the staff is still very accommodating. The location is strategic being right beside convenience stores, mall, and restaurants… I can say we plan to make it a habit to greet the new year here.”

    feetdraggerdoctor, Tripadvisor

  • OUTSTANDING AND FRIENDLY SERVICE. The service at the facility is outstanding from arrival to departure. Any thing you ask for is done promptly and with a smile. The gym is pretty good with all the requirements of a hotel gym, with sauna, personal trainers and group classes.”

    gdogs2, Tripadvisor

  • FABULOUS LOCATION AND SUPERB STAFF. The suites themselves are excellent with modern self catering facilities, fabulous bathrooms, comfy beds and exceptionally clean. The location is great for the CBD and restaurants and malls are all close by.”

    AdrianM853, Tripadvisor

  • COMFORTABLE HOME AWAY FROM HOME. I stayed in the Discovery suites hotel for 7 weeks in March and April while in Manila for work. And it was very easy for me to start calling it home after a few days! The location is great – podium mall across the street, Starbucks next door and across the street, megamall and Robinson’s galleria only a couple of blocks away.”

    pconneen, Tripadvisor