Center for Patient Experience: Pioneer of Care Beyond Medical Outcomes | The Medical City

Center for Patient Experience: Pioneer of Care Beyond Medical Outcomes

By The Medical City (TMC), Ortigas | July 12, 2023

Red Coat Ambassadors from across the TMC Enterprise in a workshop on empathy during the recently concluded RCA Summit in Iloilo City. JIRO F. EMELIO


Pasig City—At a time when people expect customer service to be increasingly seamless and the virtue of service is inextricable from delivery of care, patient experience management has become integral to effective leadership and quality measurement in healthcare.

This management is the core of The Medical City’s Center for Patient Experience (CPE), initially formed as the Customer Relations Department of the hospital, and now revamped as the center responsible for developing and implementing systems for patient interactions and engagement throughout their experience of healthcare delivery.

The CPE shifts the management of patient and customer service functions from a traditionally supportive role to a strategic, operational, and culture-shaping role throughout all facets of TMC in order to achieve “a brand of care beyond medical outcomes.”

Roxannie C. Alejo leads the center, based in TMC Ortigas, in creating a long-lasting experience by offering patient-centric and sustainable value-added services to all market segment patients.

CPE continues to be an essential component of the TMC’s goal of being patient partners through functions such as customer service, reception and information, out-patient and in-patient engagement, and most notably, the Red Coat Ambassadors program.

Launched as a movement in 2019 across the TMC Enterprise, the Red Coat Ambassadors are specially trained staff and TMC retirees-turned-volun- teers who assist patients and guests with navigation, information, and non-me- dical care. Stationed at vantage points and main diagnostic units, they directly impact the environment of care at TMC by giving patients and guests a personal, positive experience when it matters most.

“The Red Coat Movement is more than just a customer service project. When you see that Red Coat, you should be reminded that, hey, there’s another human being ready to connect,” says Dr. Eugenio Jose F. Ramos, President and Group CEO of The Medical City.

After pioneering the program for four years and evolving throughout the rise and plateau of the pandemic, the Red Coat Movement is set to be part of the Center for Patient Experience’s Unified Training Program for both TMC medical and non-medical professionals alike. The center works with both TMC’s Department for Advanced Medical Education (DepAMed) and Human Capital Management Group to make sure the patient experience modules are implemented consistently during onboarding and further training.

In addition, the Center for Patient Experience also manages key facilities and channels such as The Medical City Hostel, an in-hospital facility equipped with rooms and other amenities catering to patients’ relatives, traveling guests, and international patients; patient experience applications such as the digital magazine rack, inpatient services application, and LINK referral channel; patient loyalty programs; telecommunications and online chat resolution; and patient satisfaction data gathering and reporting.

TMC Chief Operating Officer Atty. Martin P. Samson, TMC President and Group CEO Eugenio F. Ramos and Center for Patient Experience Roxannie C. Alejo unveil the logo of CPE during the first-ever Red Coat Summit held in Iloilo City. JIRO F. EMELIO


Red Coat Ambassadors hold first enterprise-wide summit in Iloilo

Iloilo City—On May 25 and 26, TMC Iloilo hosted the first Enterprise Red Coat Summit which gathered all the Red Coat Ambassadors from all TMC hospitals, namely TMC Ortigas, TMC South Luzon, TMC Pan- gasinan, TMC Clark, and TMC Iloilo.

Red Coat Ambassadors is a unique program pioneered by The Medical City emphasizing human connection, empathy, and compassion, a culture that complements the state-of-the-art equipment and medical expertise that TMC is known for.

Entitled “Back to the Core,” the two-day summit was highlighted by a sharing of best practices, experiences, and future plans. There was also capacity-building through a series of talks and workshops.

The summit opened with a warm Ilonggo welcome with a festive Dinagyang performance and an address by TMC Iloilo President and CEO Dr. Felix R. Villa. It was then followed by a workshop on “Strengthening Empathy” led by Dr. Jannel Cleto of TMC’s Department of Psychiatry and a series of presentations of the various hospitals on their Red Coat initiatives, leading to an exchange of ideas through a panel question-and-answer session.

Day 2 of the summit began with a talk of Terry Grundy, Managing Partner of Grundy & Associates and an experienced coach and trainer on customer experience and quality improvement. Mr. Grundy spoke about “Rebuilding Patient Trust Post-COVID,” noting that the decline in patient trust caused by the pandemic may be regained by adequately addressing “care needs” instead of simply offering customer service.

Mr. Grundy’s talk was followed by TMC Main Red Coat Ambassador Maris Lopeña who led a workshop on “Everyday Mindfulness.”

The summit concluded with messages from TMC Chief Operating Officer Atty. Martin Samson and TMC President and Group CEO Dr. Eugene F. Ramos, who both highlighted the importance of human connection, empathy, and being always in the present when dealing with TMC’s patient-partners.

In his remarks, Dr. Ramos emphasized that the Red Coat Movement goes beyond customer service; it in fact answers the dire need for human connection in today’s world.

“What we are up to in the Red Coat Movement is to make you become more and more human, that you can connect to other people. The future of the Red Coat Movement is as wide as you can imagine it because it’s about human connection. We address some of the pressing problems of this world—isolation and the inability of people to connect to another human being.” he said.

“This is not just about the Red Coat Movement; this is about the change that we would like to achieve for The Medical City. We understand humanity and we understand that we can make a lot of difference in other people’s lives.”

For more information or to reach the Center for Patient Experience, please contact 8988-1000 local 6167 or 6168.




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Center for Patient Experience: Pioneer of Care Beyond Medical Outcomes

By The Medical City (TMC), Ortigas

July 12, 2023


Red Coat Ambassadors from across the TMC Enterprise in a workshop on empathy during the recently concluded RCA Summit in Iloilo City. JIRO F. EMELIO

Pasig City—At a time when people expect customer service to be increasingly seamless and the virtue of service is inextricable from delivery of care, patient experience management has become integral to effective leadership and quality measurement in healthcare.

This management is the core of The Medical City’s Center for Patient Experience (CPE), initially formed as the Customer Relations Department of the hospital, and now revamped as the center responsible for developing and implementing systems for patient interactions and engagement throughout their experience of healthcare delivery.

The CPE shifts the management of patient and customer service functions from a traditionally supportive role to a strategic, operational, and culture-shaping role throughout all facets of TMC in order to achieve “a brand of care beyond medical outcomes.”

Roxannie C. Alejo leads the center, based in TMC Ortigas, in creating a long-lasting experience by offering patient-centric and sustainable value-added services to all market segment patients.

CPE continues to be an essential component of the TMC’s goal of being patient partners through functions such as customer service, reception and information, out-patient and in-patient engagement, and most notably, the Red Coat Ambassadors program.

Launched as a movement in 2019 across the TMC Enterprise, the Red Coat Ambassadors are specially trained staff and TMC retirees-turned-volun- teers who assist patients and guests with navigation, information, and non-me- dical care. Stationed at vantage points and main diagnostic units, they directly impact the environment of care at TMC by giving patients and guests a personal, positive experience when it matters most.

“The Red Coat Movement is more than just a customer service project. When you see that Red Coat, you should be reminded that, hey, there’s another human being ready to connect,” says Dr. Eugenio Jose F. Ramos, President and Group CEO of The Medical City.

After pioneering the program for four years and evolving throughout the rise and plateau of the pandemic, the Red Coat Movement is set to be part of the Center for Patient Experience’s Unified Training Program for both TMC medical and non-medical professionals alike. The center works with both TMC’s Department for Advanced Medical Education (DepAMed) and Human Capital Management Group to make sure the patient experience modules are implemented consistently during onboarding and further training.

In addition, the Center for Patient Experience also manages key facilities and channels such as The Medical City Hostel, an in-hospital facility equipped with rooms and other amenities catering to patients’ relatives, traveling guests, and international patients; patient experience applications such as the digital magazine rack, inpatient services application, and LINK referral channel; patient loyalty programs; telecommunications and online chat resolution; and patient satisfaction data gathering and reporting.

TMC Chief Operating Officer Atty. Martin P. Samson, TMC President and Group CEO Eugenio F. Ramos and Center for Patient Experience Roxannie C. Alejo unveil the logo of CPE during the first-ever Red Coat Summit held in Iloilo City. JIRO F. EMELIO


Red Coat Ambassadors hold first enterprise-wide summit in Iloilo

Iloilo City—On May 25 and 26, TMC Iloilo hosted the first Enterprise Red Coat Summit which gathered all the Red Coat Ambassadors from all TMC hospitals, namely TMC Ortigas, TMC South Luzon, TMC Pan- gasinan, TMC Clark, and TMC Iloilo.

Red Coat Ambassadors is a unique program pioneered by The Medical City emphasizing human connection, empathy, and compassion, a culture that complements the state-of-the-art equipment and medical expertise that TMC is known for.

Entitled “Back to the Core,” the two-day summit was highlighted by a sharing of best practices, experiences, and future plans. There was also capacity-building through a series of talks and workshops.

The summit opened with a warm Ilonggo welcome with a festive Dinagyang performance and an address by TMC Iloilo President and CEO Dr. Felix R. Villa. It was then followed by a workshop on “Strengthening Empathy” led by Dr. Jannel Cleto of TMC’s Department of Psychiatry and a series of presentations of the various hospitals on their Red Coat initiatives, leading to an exchange of ideas through a panel question-and-answer session.

Day 2 of the summit began with a talk of Terry Grundy, Managing Partner of Grundy & Associates and an experienced coach and trainer on customer experience and quality improvement. Mr. Grundy spoke about “Rebuilding Patient Trust Post-COVID,” noting that the decline in patient trust caused by the pandemic may be regained by adequately addressing “care needs” instead of simply offering customer service.

Mr. Grundy’s talk was followed by TMC Main Red Coat Ambassador Maris Lopeña who led a workshop on “Everyday Mindfulness.”

The summit concluded with messages from TMC Chief Operating Officer Atty. Martin Samson and TMC President and Group CEO Dr. Eugene F. Ramos, who both highlighted the importance of human connection, empathy, and being always in the present when dealing with TMC’s patient-partners.

In his remarks, Dr. Ramos emphasized that the Red Coat Movement goes beyond customer service; it in fact answers the dire need for human connection in today’s world.

“What we are up to in the Red Coat Movement is to make you become more and more human, that you can connect to other people. The future of the Red Coat Movement is as wide as you can imagine it because it’s about human connection. We address some of the pressing problems of this world—isolation and the inability of people to connect to another human being.” he said.

“This is not just about the Red Coat Movement; this is about the change that we would like to achieve for The Medical City. We understand humanity and we understand that we can make a lot of difference in other people’s lives.”

For more information or to reach the Center for Patient Experience, please contact 8988-1000 local 6167 or 6168.



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December 13, 2023

Bianca Umali partners with TMC to push forward conversations about breast cancer

Pasig City, Philippines – In a bid to help raise awareness about breast cancer, Bianca Umali partners with The Medical City (TMC) to launch Babae Sa Babae, a 3-part video series that aims to give conversations about breast cancer a platform.

The series features discussions with three women—Bianca, Shirley Angeles, and Dr. Trixie Tiangco—sharing their experiences with breast cancer.

The first episode of Babae sa Babae centered on Bianca’s journey of understanding her mom’s battle with breast cancer and the pain that comes with losing her at such a young age. Bianca shares her personal struggles, triumphs, and the strength she discovered within herself amid adversity.

“It felt like I was robbed of the last moment that I could have had with my mom,” Bianca recounts her feelings as a five-year-old kid and not able to spend the last days of her mom near her.

In October 2023, Bianca announced her advocacy during the Breast Cancer Awareness Campaign led by TMC Breast Center. She mentioned that she’s been wanting to become an advocate since 2017.

The second episode focused on Shirley, a beneficiary of a free breast cancer screening program initiated by TMC and AIA Philippines, while the third installment shed light on certain misinformation and misconceptions about the disease with Dr. Trixie, a cancer medicine specialist and Director of Augusto P. Sarmiento Cancer Institute (APSCI).

TMC has always been at the forefront of raising awareness on breast cancer and other types of cancer as well. Under the purview of TMC - APSCI’s SCRAP Cancer Program, which stands for SCReen And Prevent Cancer, TMC launched Hope Mobi-Clinic, in partnership with AIA Philippines.

Hope Mobi Clinic’s pilot program provides free breast cancer screening to women of Pasig and San Juan to help improve early detection rates among Filipinas who may not have access to these services. Should these patients’ results show that they have a malignant tumor, TMC and AIA will cover the expenses for medical intervention until surgery treatment.

This year, with TMC, Bianca will not only be able to help women discern correct information about the disease but also give them access to breast cancer screening.

In Babae Sa Babae’s first installment, it was announced that Bianca would give away free breast cancer screening to select women. Details of this initiative will be made public soon.

Babae Sa Babae invites everyone to participate in discussions and support breast cancer awareness initiatives. By fostering a community of support and understanding, the campaign aims to break the silence surrounding breast cancer and empower the audience to make informed, evidence-based health decisions. To watch the series, visit tmcph.co/BabaeSaBabae.

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October 28, 2023

CVC mandatory tender offer is completed, new investor is expected to own 63.94% of TMC’s parent company

Pasig City, October 25, 2023—Professional Services Inc. (PSI), the parent company of The Medical City, announces the completion of a Mandatory Tender Offer on September 20, 2023 by Universal Healthcare Services Pte. Ltd. (UHSPL) and Kambal Health Services Pte Ltd (KHSPL), affiliates of CVC Capital Partners. Through its affiliates, CVC will own 63.94% of PSI. CVC Capital Partners is a leading global private markets manager focused on private equity, secondaries and credit, with $140 billion in assets under management.

The investment alliance between The Medical City and CVC seeks to expand Philippine health care capacity by augmenting resources for its five Philippine hospitals and 60-strong clinic network, the largest in the country.

Chairman Jose Xavier Gonzales, from lead Philippine shareholder Fountel Corporation, welcomed the CVC investment, saying that “More than the capital infusion of Php12.7 billion, CVC’s global health care partnerships will facilitate TMC’s own aspirations to move the needle globally in precision medicine, while elevating Filipino health care practice as a true patient partner.”

Brian Hong, Managing Partner for Southeast Asia at CVC Capital, reiterated that “We are partnering with a management team led by President Eugenio Ramos that built a well-recognized leading brand in the Philippines across the whole spectrum of health care, from hospitals to clinics to the home, manifesting excellence from primary to subspecialty care practice.”

Dr. Alfredo R.A. Bengzon, founding director and former President and CEO, returns as Chairman Emeritus. According to Gonzales, “A joint foundation has been established in his name in partnership with his other legacy institution, the Ateneo School of Medicine and Public Health, to drive much-needed health policy reform and leadership development at the national and local government levels.”

Hong also announced that Margaret A. Bengzon, who contributed to TMC’s growth as a former member of its leadership team, has been engaged to serve as Senior Advisor by its Singapore-based holding company. “Margaret s experience in health care with TMC will be useful as we build our portfolio in the region.” (End)


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August 17, 2023

The Medical City garners prestigious accolade as Asia's Best Employer Brand

In a resounding triumph, The Medical City (TMC) has emerged as the sole healthcare provider in the Philippines to be given the title "Asia's Best Employer Brand" at the 18th Employer Branding Awards. This recognition is a testament to TMC's dedication to fostering a positive and empowering work environment for its healthcare professionals.

The award recognizes different organizations in Asia that excel in promoting employee satisfaction, engagement, talent development, talent innovation, and retention. This achievement stands as a testament to TMC’s initiatives in promoting employee well-being, professional growth, and collaborative workplace culture.

The award was received by Dr. Ruben G. Kasala, Executive Vice President and CEO; Ms. Shirley Luz B. Macalipay, Chief Human Resource Officer; Mr. Michael S. Pineda, Chief Financial Officer; Dr. Christian G. Delos Reyes, Chief Strategy and Business Development Officer; and Mr. Ferdinand P. Aganon, Head of Nursing Services Group, among others on August 17 at Pan Pacific Singapore.

Dr. Ruben Kasala said malasakit, a Filipino term that directly translates to compassion, is what made TMC achieve the feat.

“Malasakit is a term that defines how we take care of our employees. It is a Filipino term that encompasses three English words: care, concern, and love. Malasakit means you go out of your way to take care of someone and show them your love. That’s how we take care of our employees and patients,” Kasala said. 

"We are immensely proud to be recognized as Asia's Best Employer Brand. This achievement reflects our unwavering commitment to creating an environment where our healthcare professionals thrive, innovate, and deliver world-class patient care. Our employees are the backbone of our institution, and this award underscores our dedication to their growth and well-being," he added.

TMC has consistently prioritized investing in its human capital, implementing a range of initiatives that foster employee development, work-life balance, and job satisfaction. From continuous learning opportunities to cutting-edge training programs, TMC ensures that its workforce remains at the forefront of medical advancements while experiencing a fulfilling career journey.

Shirley Macalipay, TMC’s Chief Human Resource Officer, emphasized the significance of the collective effort within the organization in achieving this remarkable feat.

"Receiving Asia's Best Employer Brand award is a testament to the dedication and hard work of every member of The Medical City family," said Macalipay. "Our employees' unwavering commitment to providing compassionate care to our patients has been the driving force behind this achievement. We believe that an engaged and motivated workforce is crucial not only for our internal success but also for delivering the best possible healthcare outcomes to our patients."

The healthcare industry demands excellence, and TMC has exemplified this not only in its patient care but also in its commitment to employee experience. By being recognized as Asia's Best Employer Brand, TMC sets a new standard for healthcare providers across the region, proving that a content and engaged workforce is integral to achieving exceptional healthcare outcomes.

About The Medical City:

The Medical City (TMC) is the biggest healthcare network in the country, operating under a single brand. The healthcare institution is known for its world-class medical expertise and patient-centered care. With a legacy of excellence spanning 55 years, TMC is committed to delivering top-notch medical services while upholding the highest standards of ethics and compassion. TMC's multidisciplinary team of healthcare professionals works collaboratively to provide holistic and innovative healthcare solutions to its diverse patient population.

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July 17, 2023

The Medical City Poised For Renewed Growth, Welcomes CVC Capital Partners Asia V as New Investor

Pasig City, July 17, 2023—The Medical City (“TMC”), the largest health network operating under a single brand based in the Philippines, today announced the forthcoming investment from CVC Capital Partners Asia V (“CVC”), a US$4.5 billion investment fund.

CVC has a strong track record in investing in healthcare businesses in the region to support their growth strategies, including Phuong Chau International Hospital in Vietnam, HealthCare Global in India, Soho Global Health in Indonesia and Yikang Pharmacy in China.

CVC’s investment vehicles, Universal Healthcare Services Pte. Ltd. (“UHSPL”) and Kambal Health Services Pte. Ltd. (“KHSPL”), have expressed their intention to conduct a mandatory tender offer (“MTO”) to acquire up to 2,391,789 common shares, or 44.15% of the total issued and outstanding common shares, of Professional Services Inc. | The Medical City.

Together with the convertible loan extended by UHSPL to TMC, and the private share sale transactions with certain major shareholders, UHSPL and KHSPL are expected to collectively own at least a 61.71% equity stake in TMC on an as-converted basis.

The aforementioned transactions are for TMC’s Philippine business only. Separately, TMC is expected to distribute all of the equity interests held by it, directly or indirectly, in Guam Healthcare Development, Inc. (“GHDI”) to its existing shareholders.

An MTO is an offer made by an investor to buy some or all outstanding shares of a public company, as required by the Securities Regulation Code Rule 19. The MTO is a mechanism of the securities law designed to protect minority shareholders, giving them the opportunity to sell their shares at a fair price as assessed by an independent financial advisor. The Securities and Exchange Commission approved this MTO on June 20, 2023. The tender offer period begins on August 7, 2023 at 9:00 a.m. and ends on September 6, 2023 at 12:00 noon.

The entry of CVC marks a promising new chapter for TMC. In recent few years, TMC, along with the global healthcare sector, has been significantly impacted by a range of challenging factors, including the COVID-19 pandemic, delayed reimbursements from the government, and the public’s apprehension to visit the hospitals.

CVC is looking to bring in financial and operational resources to TMC, which will support TMC to be in a stronger position to overcome these challenges and accelerate its growth. The forthcoming investment from CVC allows TMC to acquire the necessary equipment and resources to expand its reach and enhance its world-class healthcare services, thereby ensuring the delivery of exceptional care to its patient partners.

“We are humbled by CVC’s trust and confidence in The Medical City. We have long been at the vanguard of advancing the future of healthcare in the Philippines and delivering services that are of greater worth to our patients,” said Dr. Eugenio Jose F. Ramos, TMC President and Group CEO. “The arrival of CVC will help us respond to evolving needs of our patients, employees, and communities, propelling us further to provide quality healthcare anytime, anywhere.”

“We are excited to contribute to the sustainable improvement of healthcare in the Philippines,” said Brian Hong, Co-Head of Southeast Asia for CVC. “We are active investors in the healthcare community across Asia and are delighted to embark on this journey with TMC, the leading integrated healthcare network in the country.”

“Despite challenges faced in the past few years, TMC has shown resilience and an unwavering commitment to its vision of becoming the leader in Philippine Healthcare,” said UHSPL and KHSPL Director and Philippine Country Head for CVC, Brice Cu. “We are confident that our support and investment into TMC will enable it to reach new heights in delivering outstanding healthcare services.”

At the completion of the MTO, it is expected that CVC together with existing major shareholders Fountel Corporation, Felicitas Antoinette, Inc. and Viva Holdings (Philippines) Pte. Ltd. and the remaining minority shareholders, consisting mainly of doctors of TMC, will continue to work together and collaborate to support the growth of TMC.

With this major milestone, TMC is all set to redefine the healthcare landscape, driving an ambitious growth strategy which is expected to provide better and more accessible health services for its patient partners.

Exchange Equity Partners Group and Fortman Cline Capital Markets acted as co-financial advisers for Professional Services Inc. in the transaction.

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June 30, 2023

Dr. Noelito Lacsamana is named OIC of The Medical City Clark

Pasig City and Clark, Pampanga; June 30, 2023—The Medical City President and Group CEO Dr. Eugenio Jose F. Ramos today announced the appointment of Dr. Noelito M. Lacsamana as Officer-In-Charge of The Medical City Clark during its annual Organizational Meeting of the Board of Directors.

Dr. Lacsamana, who has served as Chief of Clinics at TMC Clark since December 2022, assumes the OIC role effective July 1, 2023.

His appointment comes on the heels of the departure of Dr. Almario “Arman” G. Jabson as President and CEO of the hospital effective June 30, 2023.

Dr. Lacsamana has been with TMC Clark, first as a Consultant with the Department of Surgery, and then as Chairman of the same Department from October 2016 to December 2018. From January to March 2019, he served as the hospital’s Medical Director.

Dr. Lacsamana is a Diplomate of the Philippine Board of Surgery, and a Fellow of the Philippine College of Surgeons and Philippine Society of General Surgeons. In 2019, he was awarded a Certificate of Merit by the Philippine Society of General Surgeons for Public Service. He had previously served as Medical Consultant of the Philippine Tourism Authority from 2009 to 2011 and has been a Consultant for Political Affairs of the Senate of the Republic of the Philippines since July 2019.

“We are confident that Pampanga’s native son Dr. Noelito Lacsamana will take the reins of TMC Clark with composure and discipline, as we strengthen the TMC brand and presence in Pampanga and in the region,” Dr. Ramos said.

“We express our gratitude to Dr. Arman Jabson for leading the hospital especially through its early years, and we wish him Godspeed in his future endeavors.”

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June 07, 2023

The Medical City Institute of Pediatrics gets Level 4 accreditation

Manila, Philippines--Choosing a healthcare provider can be challenging, but it becomes even more difficult when you need to find one you can trust to care for your children.

Typically, parents consider the following factors when selecting the best hospital for their kids — expertise, patient and family-centered care, innovative technology, and specialized services.

Continuously thriving to be at the forefront of pediatric medicine in the country, the Institute of Pediatrics of The Medical City (TMC) Ortigas was recently awarded a Level IV Accreditation by the Philippine Pediatric Society (PPS) Hospital Accreditation Board for its exceptional performance and adherence to the standards of the PPS, effective from 2023 to 2027.

The awarding was held on May 14, 2023, at the Philippine International Convention Center (PICC) in Manila, during the 60th PPS Annual Convention. TMC Institute of Pediatrics Director Dr. Agnes Alarilla-Alba received the award on behalf of the premier health institute.


"We are truly humbled and honored to receive this recognition for our institution as the first private pediatric facility to achieve Level 4 accreditation. This milestone is a testament to the dedication, expertise, and unwavering commitment of our entire team. It is a reflection of our relentless pursuit of excellence in pediatric care,” said Dr. Alarilla-Alba.

“Receiving Level 4 accreditation affirms that we have met the highest standards of patient safety, clinical outcomes, and comprehensive care. It reinforces our position as a trusted and leading institution in pediatric healthcare. We will continue to innovate, invest in technologies, and foster a culture of continuous learning to maintain this level of excellence,” she added.

TMC is the first private, non-university-affiliated hospital to achieve this accreditation level, at par with top university hospitals in the Philippines. This highest level of accreditation was awarded and evaluated based on Training Program, Administration, Facilities and Patient Services, and Research.

Some of the most notable programs of the institute are its Residency Training Program, community engagement, patient education and information, technology adaptation, and special care services.

The residency training is a three-year program that involves hospital duties, skills training, regular patient conferences and updates, guidance by over a hundred board-certified pediatricians and subspecialists, and regular exams and updates to ensure that the hospital brings forth exceptional and insightful pediatricians. Through the years, the residency program has achieved a credible specialty board exam performance, reflecting the healthcare institution’s training and service quality. Moreover, innovations made during the pandemic, such as hybrid and unique teaching/learning activities, helped the trainees be more equipped to provide care and respond with composure during crises or unprecedented times.

The Institute of Pediatrics, in collaboration with the Pasig City local government, established the Ilugin Community Center in 2010 to provide healthcare services to underprivileged children in the community.

The pandemic indeed sped up digital transformation and technology. The lack of ability to gather in groups required the institute to find new ways for the public to be still informed about updates on healthcare.

Likewise, the Preschool Congress by the Section of Developmental Pediatrics and the Teen Congress by the Section of Adolescent Medicine, which are annual events aimed at supporting parents and families, were transformed into virtual or online forums.

Along with innovative technology, parents need to be certain that all the necessary services are available to their sick children, whether inpatient or outpatient. The Institute of Pediatrics’ holistic care includes special care services such as the Multispecialty and Wellness Center, Center for Developmental Pediatrics, Adolescent Wellness, and Lactation Center.

“We extend our deepest gratitude to our patients and their families for entrusting us with their care. Their trust and partnership motivate us to give the best care possible and constantly strive for improvement. This recognition belongs to every member of our team who works tirelessly day in and day out to impact the lives of children positively,” said Dr. Alarilla-Alba.

As its next step, the TMC Institute of Pediatrics is set to launch its new Center for Developmental Pediatrics and its other projects, which include the Occupational Therapy Room expansion, development of the Transition Care program, and the reconfiguration of the Pediatric ER.


About The Medical City Institute of Pediatrics

With over a hundred board-certified pediatricians and a complete array of subspecialties under the Institute of Pediatrics, TMC Ortigas is among the country’s leading institutions in high-value subspecialty fields such as pediatric cancer, cardiovascular surgery, liver transplant, high-risk newborn care, and developmental pediatrics.

The Institute of Pediatrics provides customized and specialized healthcare services that respond to the special needs of its patients and also provide world-class training, education, and research in the field of Pediatrics.

For inquiries, call the Institute of Pediatrics at 8988-1000 ext. 6322.

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May 03, 2023

Dr. Ruben G. Kasala is The Medical City Ortigas’ New Chief Executive Officer

Manila, Philippines – The Medical City (TMC) Ortigas welcomed its new Executive Vice President (EVP) & Chief Executive Officer (CEO), Dr. Ruben G. Kasala, during its first general assembly on May 3, 2023, at the TMC Augusto Barcelon Auditorium.

With an impressive educational background and a wealth of experience in various leadership positions, previously serving as the hospital’s Chief Medical Officer, Dr. Kasala is a highly qualified professional, committed to fostering a culture of innovation, collaboration, and excellence in patient care. Having established The Medical City's Endocrinology training program, Diabetes Center, and Thyroid Clinic, his dedication to the medical field is incontestable.

In his speech, Dr. Kasala highlighted the enterprise's shared vision, which is to deliver world-class quality healthcare to Filipinos with its patented brand of care, leveraging the power of the network—a goal that TMC Ortigas seeks to help achieve.

Dr. Kasala also shared that the goals and objectives under his administration will be made possible through concern for the patients and the institution. “We need to be patient-centric, emphasizing the primacy of human resource and people engagement. We have to look at our human resources as the strength of our institution. It is also essential to participate in activities involving program development, innovation, efficiency, and business opportunities. Sama-sama tayo at tulong-tulong para sa ikabubuti ng ating mga pasyente at ng ating institusyon,” he said.

A seasoned medical professional, and a dedicated educator, Dr. Kasala is expected to guide the institution toward a brighter, patient-centered future.

Following this announcement, the former CEO of TMC Ortigas, Dr. Eugenio F. Ramos, will now take on the role of President and CEO of The Medical City Enterprise. He is tasked to spearhead reforms and initiatives for the largest healthcare network operating under a single brand by aligning the vision, goals, and overall direction of all its subsidiaries through the help of their respective CEOs.

Standing on the cusp of a new era, The Medical City Ortigas is set to propel itself to greater heights with its unwavering commitment to becoming the Filipinos’ partner in health through the leadership of its new EVP & CEO.

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April 20, 2023

Where caring for others starts with caring for you: The Medical City opens its dorm for its employees

Proudly presenting itself as the first-ever dormitory nestled inside a hospital setting in the Philippines, The Medical City Ortigas successfully launched The Medical City Dorm on April 20, 2023. The dormitory is located on the 11th floor of the Nursing Tower and provides temporary housing for nurses and allied health professionals who reside primarily outside Metro Manila and are acclimatizing to the metro.

The Medical City Dorm (TMC Dorm) offers 144 beds, with 98 beds for females and 46 beds for males. The space is equipped with spacious lockers, modern baths and showers, and a homey common area where nurses and allied health professionals can have some me-time after a long day of taking care of patients. TMC Dorm provides a safe, convenient, and comfortable place to stay so they can be their best version at work.

The facility is managed by a committee represented by three different units: Nursing Services, Human Capital Management, and Admin Operations. This collaboration creates a harmonious flow in managing the upkeep of the facilities and the welfare of the dormitory residents.

From putting together needs-based housing solutions during the pandemic to creating a fully-furnished and luxurious facility in 2023, the provision of this Dorm aims to provide some of TMC’s most important stakeholders with a second home away from home. The institution believes that by extending care to its employees, it ensures their medical professionals are at peak health which positively affects the quality of service given to others.

The opening of TMC Dorm demonstrates a commitment to prioritizing the welfare of its healthcare professionals, ensuring that they are well taken care of while they continue to provide exceptional healthcare services to their patients.

For nurses and allied health professionals who are interested to learn more about these facilities, you may view the virtual tour video below:

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tmc hospital of the year award 2023 from healthcare asia

March 29, 2023

Excellent & compassionate healthcare wins TMC 4 accolades at Healthcare Asia Awards 2023

Defining healthcare excellence, The Medical City way. TMC Ortigas bags Healthcare Asia’s Hospital of the Year award two years in a row and the Marketing Initiative of the Year award. TMC Clinic wins Primary Care Provider of the Year while TMC South Luzon gets its second ESG (Environment, Social, and Governance) Program of the Year award.

TMC President and CEO, Dr. Eugene Ramos, Chief Operating Officer, Atty. Martin Samson, and Senior Vice President and Chief Strategy Officer, Dr. Christian Delos Reyes receive the Hospital of the Year and Marketing Initiative of the Year Awards. 


The Medical City (TMC) is currently the largest healthcare network in the country with one main facility in Ortigas, Pasig City, four provincial hospitals, and over 50 clinics in Metro Manila and select provinces, all operating under a single brand. 

These recent recognitions signify the TMC enterprise’s ongoing commitment to sustain healthcare leadership through its exceptional quality of care and unparalleled lead in research and innovation.

Healthcare is one of the most rapidly changing industries as new data and strategies emerge from time to time. The TMC enterprise is rising up to the challenge as its leaders and medical experts relentlessly pursue quality and safety practices, improved care delivery, and better ways to heal and help patients.

While he is grateful to the award-giving bodies for the accolades, TMC enterprise President and CEO Dr. Eugenio Jose F. Ramos says TMC’s continuous improvements and advancements are for the people and community it serves.

“For the past few years, The Medical City hospitals have been receiving awards from Healthcare Asia and other organizations. Like what I always say, we did not embark on this journey toward healthcare leadership for the sake of the accolades. It was never about the award or the recognition. It was about practicing excellence and compassionate care every day for the people we serve. It was about helping the country’s healthcare system improve for the benefit of the people,” says Dr. Ramos. 

This is TMC Ortigas’ third Hospital of the Year award, with the first and second awards given in 2020 and 2022 respectively. Also in 2022, TMC Ortigas was recognized as among the country’s top Level 3 hospitals by the Department of Health (DOH) and one of the Philippines' Best Employers, based on a large-scale study by the Philippine Daily Inquirer and international market research firm Statista. 

Dr. Ramos was also awarded Asia's Most Inspiring Executive at the Asia Corporate Excellence & Sustainability Awards (ACES) held in November 2022 in Kuala Lumpur, Malaysia.

Aside from scoring major awards and citations in 2022, TMC Ortigas also made headway in healthcare research and innovation, earning it the much-coveted Hospital of the Year award at the recently concluded Healthcare Asia Awards. The awards program recognizes remarkable performances or cutting-edge development from healthcare organizations across Asia. The awarding ceremony was held on Wednesday, March 29 at Shangri-La Singapore.

TMC Ortigas continues to be at the forefront of clinical and biomedical research in the country through its rapidly expanding Clinical and Translational Research Institute (CTRI). Leveraging its robust network, the health institution established a clinical trial unit structure that spans all TMC enterprise hospitals, a first in the country.

TMC fosters innovation in healthcare and medical research, which even the government recognizes, leading to the creation of the first-ever research fellowship program in the Philippines, the Physician-Scientist Research Fellowship. With support from the Philippine Council for Health Research and Development (PCHRD), the program aims to expand the country’s pool of health research experts, especially those who can address the unmet medical needs of Filipinos. 

TMC Ortigas has likewise integrated the practice of 3D printing into its medical care as it brings added value to personalized patient care. And, as TMC moves toward novel therapeutics, it explores Phage Therapy to combat a possible post-antibiotic pandemic. These are just some of the projects of CTRI, true to its commitment to cultivating the different aspects of research and making research an integral part of the values and brand of The Medical City across the country. 

Another highlight of TMC Ortigas’ innovation is its remote services which have been improved and expanded through the "COVID HomeCare Program" and "Hospital-at-Home," enabling its medical practitioners to administer antibiotic infusions, laboratory testing, and physical consultations right in the patients' homes.

Every beat matters: Marketing Initiative of the Year

In mid-2022, TMC Ortigas launched its #EveryBeatMatters campaign to promote cardiovascular services through a combination of original music, video, and graphic material.

The music tracks used in the campaign featured BPM (beats per minute) ranging from approximately 150 bpm to 100 bpm to 50 bpm, representing the actual BPM ranges depicting a fetus’ heartbeat during sonograms, an average person’s heartbeat at the high end of the normal range or the recommended for CPR, and an average person’s heartbeat at rest.

This novel use of original music helped The Medical City engage its audiences with both commercial and medically accurate audio-visual content. It likewise provided TMC cardiovascular services with its own brand 

through original music, for use in marketing, patient education, and service delivery not just for TMC Ortigas but for the rest of the enterprise hospitals.

TMC Clinic: Primary Care Provider of the Year



TMC Clinic operates over 50 ambulatory clinics in Metro Manila and in select provinces and offers a wide range of diagnostic and therapeutic procedures.

Even during the global pandemic, TMC Clinic continued to grow and  maintain a total of 52 conveniently located fully-operational clinics equipped with the most sophisticated air safety and purifying systems. That the clinics were positioned as non-covid facilities conveyed equal importance given to all health and medical care concerns.

Going beyond the basic requirement of organized primary care facilities, TMC Clinic made multi-specialty care even more accessible to patients, addressing the distinct health-seeking behavior of Filipinos in the community and corporate levels. Each clinic is strongly supported by

selected specialists—Family Medicine and Internal Medicine--to deliver primary care coordination, and other specialists and subspecialists for coordinated care referrals and follow-up of patients.

Over the past two years, while working to further strengthen the organization, TMC Clinic had also worked to expand its specialized medical care in the ambulatory care setting, including several services in select clinics. These services include Hemodialysis, Ambulatory Surgery (Minor cases), Rehabilitation Medicine and Physical Therapy, Endoscopy, Cardiac Rehab, Sleep Laboratory, Women's Health, Mental Health, Bone and Joint Clinic, and Corporate Clinic, more popularly known as clinic management services in companies.

Because of the widespread challenges brought about by the global pandemic, TMC Clinic has ensured not just the safety of its clinics, but that expert primary medical care and attention remained possible and accessible.

TMC South Luzon Red Gala: One Step to End HIV/AIDS



Every year to commemorate World AIDS Day, TMC South Luzon conducts lectures and offers free HIV screenings to its employees and patients. In 2021, TMC South Luzon established the Center for Reproductive Health and STI Treatment (CREST) in its pursuit to turn the advocacy into a larger scale. CREST is a DOH-accredited facility where linkages, diagnosis, treatment, and continuum of care and support for people with HIV are provided. 

To launch and promote the center and its advocacy, TMCSL held a fundraising event dubbed “Red Mask Gala: Runway for a Cause” on December 1, 2021, at The Monochrome Nuvali, Santa Rosa City, Laguna.

For its first year, the event featured 50 doctors, employees, and guests who walked the runway wearing their best outfits and the “red masks” that were custom-made for the donors. The funds raised benefited two foundations – Project Ribbon’s Duyan: Cradling for Children with HIV and TMC South Luzon’s Young Adult Care Assistance Program (YACAP). 

In its second year, the theme of the event was Filipiniana and it was titled “Red Gala: Unmasked” to refer to the easing and lifting of some COVID-19 protocols.

TMCSL’s Chief Operating Officer Dr. Jose Enrico Juliano described the fund-raising activity as the hospital’s “small contribution” with artistic expression while rekindling awareness and advancing progress on

HIV/AIDS prevention, treatment, and care in the country. Santa Rosa City Mayor Arlene Arcillas once again lauded TMC SL for sustaining its advocacy which she said is complementing government efforts in preventing HIV/AIDS. Last year’s fashion event raised Php 100,000.00 this time for the Positive Action Foundation Philippines Incorporated (PAFPI), a non-government organization (NGO) that supports People Living with and Affected with HIV and AIDS. 


About The Medical City

The Medical City is the country’s largest healthcare network with its main facility located along Ortigas Avenue in the business district of Pasig City, Metro Manila, while the provincial hospitals are situated in Clark, Iloilo, Laguna, and Pangasinan. This is supplemented by a network of over 50 clinics in strategic locations scattered all over the Metro and in select provinces, concrete proof of the hospital’s commitment to making high-quality healthcare accessible to its growing customer base.

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themedicalcity blue logo

October 11, 2012

"Hope Springs Eternal" Exhibit at The Medical City

In celebration of the World Hospice and Palliative Care Day, The Medical City Palliative Care Unit is holding an art exhibit of beautiful Japanese paintings by Mr. Jeffrey Salik from October 8 to 13 at the TMC lobby. The exhibit “Hope Springs Eternal” is being held in honor of the memory of Mr. Salik’s wife, Yoshino Suzuki Salik who died of lung cancer in April 2012.

“Doctors from The Medical City especially the Palliative Care team helped me and my wife go through the most testing times. TMC’s Palliative Care team ensured utmost comfort for her and for the entire family,” says Mr. Salik.

Mr. Salik is a Filipino career diplomat presently assigned as Third Secretary and Vice Consul at the Philippine Embassy in Amman, Jordan. He had lived and worked at various times in Seoul, South Korea and Beirut, Lebanon.

He started painting as a hobby in 2000. The paintings featured in this exhibit were made while he was taking care of his wife during her confinement in a hospital in Japan and at The Medical City. The paintings also feature the calligraphy work of Mr. Salik’s mother-in-law, Kiwako Suzuki.

Mr. Salik’s paintings are up on display at the TMC lobby until Saturday, October 13, 2012. For inquiries, please call the Palliative Care Unit at tel. nos. 988-1000 or 988-7000 ext. 6214.

 

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