Improving Lives: How TMC Iloilo’s Innovations Put Patients First; Recognized at the 2025 Asian Innovation Excellence Awards

ILOILO CITY — The Medical City (TMC) Iloilo has made history as the first healthcare brand in the Philippines to be honored at the Asian Innovation Excellence Awards, proving that meaningful innovation in healthcare begins with people and their needs.

The hospital received two major awards at the 2025 ceremony at Marina Bay Sands Expo and Convention Centre in Singapore last November 5—the Philippines Business Service Innovation of the Year – Healthcare for its Emergency Medical Services (EMS) Program, and the Philippines Culture Innovation of the Year – Healthcare for its Excellent Patient Experience Program.

“The future of healthcare belongs to those who dare to innovate. At The Medical City Iloilo, we see innovation as a continuous journey. One that pushes us to redefine care, rethink systems, and relentlessly pursue excellence,” said Dr. Felix Ray Villa, President and CEO of The Medical City Iloilo.

The Asian Innovation Excellence Awards recognizes organizations that deliver measurable impact by addressing real needs in their communities. For TMC Iloilo, the recognition highlights initiatives that bring care closer to patients and build a culture where compassion guides every action.

Bringing Emergency Care Closer to Every Home

TMC Iloilo’s Emergency Medical Services (EMS) is first hospital-based emergency team in Iloilo. It is supported by a dedicated medical emergency hotline: 33-80808.

TMC Iloilo’s Emergency Medical Services (EMS) Program was honored for transforming how families can access life-saving help.

As the first hospital-based EMS in Iloilo, the program ensures that expert care is only a phone call away. By dialing 33-80808, patients can reach trained responders who are ready 24/7 to provide urgent assistance and safely transport them to the hospital when needed.

“This recognition reflects our promise to make emergency care not just accessible, but truly responsive,” said Dr. Debbie Noblezada-Uy, Chief Medical Officer of The Medical City Iloilo. “Every call we receive is a chance to extend compassion in action, to be there when every second counts.”

Beyond emergency response, the EMS team regularly conducts community and workplace training on first aid, trauma management, and basic life support. These initiatives empower individuals to act confidently during emergencies, helping communities stay safer and more prepared.

Since its launch, the EMS program has responded to over 300 emergency cases across Iloilo, Guimaras, Aklan, and Negros, each one representing a life helped through timely and reliable care.

A Culture of Warm, People-Centered Care

TMC Iloilo recognizing the efforts and dedication of its workforce in embodying the Patient Partnership Service Philosophy.

TMC Iloilo also received the Philippines Culture Innovation of the Year – Healthcare award for its commitment to elevating the patient experience.

The hospital’s Excellent Patient Experience initiative is rooted in feedback gathered through the Fresh Desk Survey platform, allowing the team to continuously respond to patient needs. A highlight of the program is the annual Patient Experience Awareness Week, a meaningful celebration that recognizes the individuals and teams who make patients feel cared for, respected, and understood.

Through storytelling sessions, wellness booths, and recognition activities, the initiative strengthens connections between patients and caregivers, reminding everyone that healing is deeply influenced by trust, empathy, and shared purpose.

“At The Medical City Iloilo, patient experience goes beyond providing excellent care, it’s about how we make every patient feel seen, heard, and valued. As Ilonggos, warmth and compassion come naturally to us and that’s something we want every patient to experience the moment they walk through our doors,” shared Prince Juliene Hermaine Celo, Head of Marketing and Business Development.

This culture of warm, people-centered care is reflected in TMC Iloilo’s consistently high patient feedback scores, with most patients saying they would recommend the hospital to others and were satisfied with the care they received.

These awards affirm the hospital’s mission to deliver care that supports patients both medically and emotionally, ensuring that every interaction reflects respect, partnership, and genuine connection.

For more information about TMC Iloilo’s services, visit www.themedicalcityiloilo.com.

The article above is a paid press release from The Medical City.