Red Coat Ambassadors Enhance Patient Experience at The Medical City

Last April 23, 2019, The Medical City introduced their Red Coat Ambassadors where in patients will surely appreciate the "malasakit"  approach. 

What’s in a color?

Red is the color of fire and blood, associated with energy, strength, power, as well as di 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.

Last April 23, 2019, TMC 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.

Here are some photos taken during the launch...

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 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.

The Medical City (TMC) is a world-class health care complex that serves over 50,000 in-patients and 500,000 out-patients annually. Now on its 52nd year in the hospital operation and administration, TMC works on delivering on its commitment to make high quality healthcare accessible to its growing customer base.

As the country's largest health network, TMC has provincial hospitals strategically situated in Clark, Iloilo, Laguna, and Pangasinan; some 50 clinics scattered all over Metro Manila and in select provinces, and a hospital in Guam.

The Medical City Main is located along Ortigas Avenue, Pasig City. For more information about The Medical City and its services, call (+632) 988-1000 or (+632) 988-7000, email mail@medicalcity.com., or visit www.themedicalcity.com.