The Medical City bags two awards for its main facility at the Healthcare Asia Awards 2020

By The Medical City , | June 11, 2020

TMC Main bagged the coveted Hospital of the Year award and Customer Service Initiative of the Year for its Red Coat Ambassadors Program at this year’s Healthcare Asia Awards held last April 14 in a creative digital format in recognition of the current realities and challenges brought on by the global pandemic.


For the third year in a row, The Medical City (TMC) main hospital in Ortigas, Pasig City has won awards in the prestigious Healthcare Asia Awards.

TMC Main bagged the coveted Hospital of the Year award and Customer Service Initiative of the Year for its Red Coat Ambassadors Program at this year’s Healthcare Asia Awards held last April 14 in a creative digital format in recognition of the current realities and challenges brought on by the global pandemic. 

"This is the good news that we need at this time here. Sometimes you get lucky you're CEO of the year but if it is followed by Hospital of the Year, the year after, apparently we are doing something good and you are noticing it," said TMC President and CEO Dr. Eugenio Jose F. Ramos, last year's recipient of Healthcare Asia CEO of the Year award.

TMC President and CEO Dr. Eugenio Jose F. Ramos together with Healthcare Asia's managing editor, Paul Howell


In 2018, TMC Main clinched the Marketing Initiative of the Year award for "Sing-A-Lung," the hospital's pulmonary test that patients can sing.

TMC is currently the largest healthcare network in the country with one main facility; provincial hospitals strategically situated in Clark, Iloilo, Laguna, and Pangasinan; over 50 clinics scattered all over Metro Manila and in select provinces, and a hospital in Guam.

TMC Main was recognized as Hospital of the Year for its significant financial improvement and medical accomplishments. For the first time in five years, TMC Main had a record-breaking revenue of P5.88 billion for the year 2019. TMC also registered a growth rate four times higher than the previous years’ accomplishments. These accomplishments can be attributed to the medical and administrative staff’s strong confidence in the organization’s new leadership and the programs rolled-out in 2019 that addressed improved patient care delivery as well as staff development.

The hospital’s medical achievements include a remarkable 97% success rate for bone marrow transplants and a high 90% survival rate for 2019 and successful liver transplant operations totaling 19 (amongst global best) with 81% one-year survival rate since 2016, making it the leader in the management of end-stage liver disease and liver transplantation in the Philippines.


TMC Main was recognized as Hospital of the Year for its significant financial improvement and medical accomplishments which include successful liver transplant operations.


Patient census in high-value procedures such as cancer treatment, cardiovascular care, and minimally invasive surgery also contributed to the growth, according to Dr. Ramos. Customer’s overall satisfaction and net promoter scores for inpatients also showed significant improvement.

Red Coat Ambassadors Program

Winning Customer Service Initiative of the Year, TMC Main launched its Red Coat Ambassadors Program in April 2019 that encompasses patient experience, physician and employee engagement, and volunteerism.

TMC’s Red Coat ambassadors are specially trained staff and retirees turned volunteers who assist patients and guests with navigation, information, and non-medical care. Stationed at the 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.

TMC Main also bagged the Customer Service Initiative of the Year for its Red Coat Ambassadors Program


Currently there are six Red Coat staff and five volunteers who assist patients and hospital guests with a personalized touch.

“The Red Coat Program is different because we are not just making our customers happy; we are making our employees happy as well. This is exactly what we are after, how to change the culture of the hospital. It becomes a happy hospital, a place for happy people,” said Dr. Eugenio Jose F. Ramos, President and CEO, The Medical City.

Because of this program, TMC posted increased patient satisfaction, less patient complaints, and a positive boost with its reputation as a healthcare leader. The program extends to all TMC hospitals in the Philippines and in Guam Regional Medical City. It was already launched in TMC Iloilo in October 2019. TMC South Luzon and TMC Clark launched their version of the Red Coat program in March 2020 and in Pangasinan and Guam within the year.

The Healthcare Asia Awards is an awards program organized by Healthcare Asia magazine, based in Singapore, to honor health institutions in Asia Pacific Region for their exceptional initiatives and unwavering drive to innovate and grow amidst market challenges.

This year's nominations were judged by Chris Hardesty, Director, Healthcare & Life Sciences Practice, KPMG; Abhay Bangi, Partner, Life Sciences & Healthcare Lead, Ernst & Young; Tan Boon Kai, Partner, Audit & Assurance, BDO LLP, and Mairin Reid, Director, Life Sciences & Healthcare, Deloitte.



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The Medical City bags two awards for its main facility at the Healthcare Asia Awards 2020

By The Medical City ,

June 11, 2020


TMC Main bagged the coveted Hospital of the Year award and Customer Service Initiative of the Year for its Red Coat Ambassadors Program at this year’s Healthcare Asia Awards held last April 14 in a creative digital format in recognition of the current realities and challenges brought on by the global pandemic.

For the third year in a row, The Medical City (TMC) main hospital in Ortigas, Pasig City has won awards in the prestigious Healthcare Asia Awards.

TMC Main bagged the coveted Hospital of the Year award and Customer Service Initiative of the Year for its Red Coat Ambassadors Program at this year’s Healthcare Asia Awards held last April 14 in a creative digital format in recognition of the current realities and challenges brought on by the global pandemic. 

"This is the good news that we need at this time here. Sometimes you get lucky you're CEO of the year but if it is followed by Hospital of the Year, the year after, apparently we are doing something good and you are noticing it," said TMC President and CEO Dr. Eugenio Jose F. Ramos, last year's recipient of Healthcare Asia CEO of the Year award.

TMC President and CEO Dr. Eugenio Jose F. Ramos together with Healthcare Asia's managing editor, Paul Howell


In 2018, TMC Main clinched the Marketing Initiative of the Year award for "Sing-A-Lung," the hospital's pulmonary test that patients can sing.

TMC is currently the largest healthcare network in the country with one main facility; provincial hospitals strategically situated in Clark, Iloilo, Laguna, and Pangasinan; over 50 clinics scattered all over Metro Manila and in select provinces, and a hospital in Guam.

TMC Main was recognized as Hospital of the Year for its significant financial improvement and medical accomplishments. For the first time in five years, TMC Main had a record-breaking revenue of P5.88 billion for the year 2019. TMC also registered a growth rate four times higher than the previous years’ accomplishments. These accomplishments can be attributed to the medical and administrative staff’s strong confidence in the organization’s new leadership and the programs rolled-out in 2019 that addressed improved patient care delivery as well as staff development.

The hospital’s medical achievements include a remarkable 97% success rate for bone marrow transplants and a high 90% survival rate for 2019 and successful liver transplant operations totaling 19 (amongst global best) with 81% one-year survival rate since 2016, making it the leader in the management of end-stage liver disease and liver transplantation in the Philippines.


TMC Main was recognized as Hospital of the Year for its significant financial improvement and medical accomplishments which include successful liver transplant operations.


Patient census in high-value procedures such as cancer treatment, cardiovascular care, and minimally invasive surgery also contributed to the growth, according to Dr. Ramos. Customer’s overall satisfaction and net promoter scores for inpatients also showed significant improvement.

Red Coat Ambassadors Program

Winning Customer Service Initiative of the Year, TMC Main launched its Red Coat Ambassadors Program in April 2019 that encompasses patient experience, physician and employee engagement, and volunteerism.

TMC’s Red Coat ambassadors are specially trained staff and retirees turned volunteers who assist patients and guests with navigation, information, and non-medical care. Stationed at the 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.

TMC Main also bagged the Customer Service Initiative of the Year for its Red Coat Ambassadors Program


Currently there are six Red Coat staff and five volunteers who assist patients and hospital guests with a personalized touch.

“The Red Coat Program is different because we are not just making our customers happy; we are making our employees happy as well. This is exactly what we are after, how to change the culture of the hospital. It becomes a happy hospital, a place for happy people,” said Dr. Eugenio Jose F. Ramos, President and CEO, The Medical City.

Because of this program, TMC posted increased patient satisfaction, less patient complaints, and a positive boost with its reputation as a healthcare leader. The program extends to all TMC hospitals in the Philippines and in Guam Regional Medical City. It was already launched in TMC Iloilo in October 2019. TMC South Luzon and TMC Clark launched their version of the Red Coat program in March 2020 and in Pangasinan and Guam within the year.

The Healthcare Asia Awards is an awards program organized by Healthcare Asia magazine, based in Singapore, to honor health institutions in Asia Pacific Region for their exceptional initiatives and unwavering drive to innovate and grow amidst market challenges.

This year's nominations were judged by Chris Hardesty, Director, Healthcare & Life Sciences Practice, KPMG; Abhay Bangi, Partner, Life Sciences & Healthcare Lead, Ernst & Young; Tan Boon Kai, Partner, Audit & Assurance, BDO LLP, and Mairin Reid, Director, Life Sciences & Healthcare, Deloitte.


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