Standing as one of the most trusted hospitals in the country, The Medical City (TMC) proudly celebrates its 58th year of excellence on 27 October in TMC Ortigas, marking the milestone with its recent accreditation as an Academic Medical Center from the Joint Commission International (JCI), and JCI certification for its Primary Stroke Program.

With nearly six decades of healthcare service, TMC continues to demonstrate its dedication and commitment to excellence, achieving a significant breakthrough this year as “the only hospital group in the Philippines that has concomitantly all of the JCI accreditations,” said TMC President and Group Chief Executive Officer Dr. Stuart Bennett.

The JCI certification for Primary Stroke Program make TMC the leading institution recognized for excellence in managing the nation’s top causes of death, stroke and heart attack, through its certified Clinical Care Programs.

Last year 2024, TMC was re-accredited by the JCI for its hospital program, and this year, the institution was elevated as an Academic Medical Center, a distinction granted to healthcare organizations that integrate world-class clinical care with medical research and education.

In addition, the institution’s Acute Myocardial Infarction Clinical Care Program received its fourth JCI certification in 2024.

"So, saan ka pa pupunta? (So where else will you go?) The Medical City for patients, for employment, and for training. Genuine and innovative customer service," said Executive Vice President nd TMC Ortigas CEO Dr. Ruben G. Kasala.

Genuine care

When asked about the key principle that defines TMC’s success, Dr. Bennett told DAILY TRIBUNE that it all comes down to customer service.
"Technology is there, technology really augments people. And I think The Medical City is people first." he said.

Dr. Bennett emphasized the hospital’s goal to reduce patient anxiety, a message he often reminds his team of. “Patients aren’t here because they want to be. They’re here because they need to be. They feel sick, they feel anxious," he added, believing that that is the first thing that needs to be treated.

He shared that TMC has made major investments in improving customer service systems and processes. From the moment patients enter the facility, the hospital ensures they are seen by a doctor right away, experience a seamless process, and receive care that makes them comfortable and well-attended.

As part of their customer care innovations, Dr. Bennett also shared they are introducing a platform called Medallia, a system already used by top global hotel chains such as Shangri-La and Ritz-Carlton.
"The platform gives us access to live feedback and input from patients from the second they arrive at the facility to the moment they leave. We get real-time data on both positive and negative experiences," he explained.

Another key advantage of Medallia, he said, is that it can track recurring issues. “If the same problem arises multiple times within a day or a week, it’s probably a structural issue that we need to address. The more data we have, the more genuine the feedback, we know it’s not being manipulated,” Dr. Bennett noted.