Red Coat Ambassadors Enhance Patient Experience at The Medical City
 |
The Medical City’s Customer Service Manager Roxannie C. Alejo (middle)
is flanked by the Red Coat Ambassadors after the launch.
What’s in a color?
What’s in a color?
Red is the color of
fire and blood, associated with energy, strength, power, as well as passion,
and love. At premier health institution The Medical City (TMC), the color red
takes on a new meaning.
Red is a highly
visible color that signifies TMC’s goal to exceed expectations in every aspect
of patient experience at the hospital.
TMC yesterday launched its Red Coat Ambassador program which
encompasses patient experience, physician and employee engagement, and
volunteerism. Present during the launch held at The Garden in TMC Main (Pasig)
were the first batch of Red Coat ambassadors, TMC Chairman Emeritus Dr. Augusto
P. Sarmiento, Chairman Jose Xavier B. Gonzales, President and CEO Dr. Eugenio
Jose F. Ramos, TMC managers, doctors, and staff. The “investiture” of the five
staff and three volunteers as red coat ambassadors was the highlight of the
event.
 |
|
Dr. Christian Delos Reyes (Chief Marketing and Sales Officer, The
Medical City) delivers his Opening Remarks during the launch, highlighting the
need to reach out to patients who may be experiencing a crucial time in their
lives at that particular moment.
|
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. Their red coats (or blazers) are easily recognizable, and
truly helpful in identifying the ambassadors as hospital staff who the patients
can go to for assistance. They also pass on comments and suggestions to the hospital’s
Customer Relations Department.
While the Red Coat Ambassador Program is a new initiative in
the Philippines, it has seen great success in some of the best hospitals in the
United States.
The program will soon be replicated in the provincial
hospitals of The Medical City – TMC South Luzon, TMC Clark, TMC Pangasinan, and
TMC Iloilo.
 |
|
The Medical City Chairman of the Board Jose Xavier B. Gonzales (back, 4th
from right) and TMC President and CEO Dr. Eugenio Jose F. Ramos (back, 5th
from left) join the Red Coat Ambassadors and Volunteers during the recent
launch. Others in the photos are: (from left) Raymund Brett C. Medel (Group
Head, Information Technology Department), Maria Suzanne O. Comagon (Group Head,
Human Resources Management), Atty. Martin P. Samson (Chief Operating Officer)
(back, partly hidden), Dr. Rafael S. Claudio (Chief Medical Officer) and Dr.
Christian Delos Reyes (Chief Marketing and Sales Officer).
|
The Red Coats are stationed at TMC’s Emergency Department,
Billing Section, Ambulatory Service Center, and other diagnostic units. The
ambassadors’ outreach goes far beyond a friendly smile or a simple greeting. They
offer information to patients and guests, give directions or escort them to
their appointments, provide a compassionate and respectful listening ear, or
simply being there where and when they are needed 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. Ramos.
“The movement is not limited to employees because we also
involve volunteers looking for a purpose. These volunteers are enjoying their
grandchildren, enjoying their retirement. Then they remember their happy times
at TMC. They are here to find that pleasure and regain their sense of purpose
and pride.”
“The Medical City is not just a hospital for sick people. It
is also a place where you can be truly happy. It’s going to be a new place for
everybody,” adds Dr. Ramos.
The next time you visit The Medical City, look
for the red coats.
No comments