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St. Luke’s Medical Center Continues to Guarantee High Quality Service
St. Luke’s Medical Center Continues to Guarantee High Quality Service
Business & Career | January 26, 2021
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A patient deserves no less than top-of-the-line services, which is what St. Luke’s is proudly presenting with their latest improvements

The importance of healthcare has taken the spotlight since the outbreak of COVID-19. Due to the effects of the global pandemic, various hospitals from all over the world have been tirelessly working to ensure that every patient receives the utmost care each one deserves. This is why for St. Luke’s Medical Center (SLMC), improved and redefined medical and patient services is a top priority. Passion for excellence is the basic premise of St. Luke’s mission to always deliver state-of-the-art healthcare to its patients.

Journey to quality patient experience

The journey to providing quality patient experience started with the launch of St. Luke’s Customer Care Unit in 1986 with only three people. They also designed their Concierge Service like a hotel to guarantee high quality service. In 2006, their Patient Experience Group was launched in the Philippine Healthcare Industry.

Forward to present, each patient room at St. Luke’s comes with the best available equipment catering to patient’s specific needs. The needs of the patients rest at the core hospital care while the hospital believes that comfort and a positive experience have impact on health and recovery. With St. Luke’s distinct patient care experience model, it quickly became the benchmark for hospitals in the Philippines.

Vision of a better normal

St. Luke’s Medical Center President and CEO Dr. Arturo S. De La Peña seated between Chief Patient Experience Officers Dr. Jose Moran for Quezon City (left) and Dr. Narciso Navarro, Jr. for Global City (right).

“The pandemic has allowed us to map out the pain points of patients during a crisis. It helped us step up the care management we deliver,” said SLMC President and CEO, Dr. Arturo S. De La Peña. “Building that redefined care management system allows clinicians to head patient experience.”

St. Luke’s has formed an ad hoc committee to carefully study how to improve patient care with the Patient Experience Enhancement Program. After a thorough consultation with stakeholders, St. Luke’s was able to identify the factors significant patient satisfaction at every step of the journey.

End-to-end patient care

St. Luke’s created a new role, the Patient Care Navigator (PCN), to guide patients from pre-admission to discharge and also help organize the patient’s hospital itinerary for a more efficient hospital visit.

St. Luke’s aims to provide a more seamless experience for the patient and their companions from pre-admission to post-discharge. Upon receipt of the doctor’s confirmation, the PCN will proceed with scheduling and creating a preoperative plan for outpatient surgical cases. On the day of surgery, patients will also be assisted from the main lobby to the operating room.

Convenient admission and discharge process

Admission can be done online while a doctor’s admitting orders can be sent via email. The room cueing process will also improve. The patient can call the Admission Office or email the hospital for any admission request. After the patient’s submission of the health declaration form, admitting order and room line-up form, the Admission Office will confirm availability of room on or before the day of admission. When all is confirmed, the patient can proceed to the Admission Office before being escorted to the assigned room.

Patients with full insurance coverage can avail of in-room discharge with the help of the concierge staff. For patients with international insurance coverage, the International Patients’ Lounge is available to assist. The HMO Concierge is available to assist patients with local insurance coverage while the Corporate Business Center provides assistance to corporate accounts.

Conducive room setup

To complete the entire patient care enhancement, St. Luke’s has improved its patient room setup to provide a sense of comfort and encourage recovery. The hospital beds now come with printed comforters while an art wall is put in place to give the space a relaxing feel. For added convenience, a digital compendium of patient concierge services, a phone charging area, essential toiletries, complimentary coffee and tea, and mini bar items are made available inside the room.

Food choices

St. Luke’s has also refined its meal selection to satisfy patients with healthy and enticing meals. Signature breakfast meals will be served to delight pediatric patients while mothers giving birth at St. Luke’s will be treated to a special celebration dinner a night before hospital discharge.

Added convenience

St. Luke’s provides a dedicated concierge area for each patient type for a smooth and easy transaction, online payment and scheduling for high-demand procedures, the MyHMO Expresslane with QR code for convenient LOA processing, and social media-worthy outfits for St. Luke’s babies.

To know more about St. Luke’s Medical Center’s renewed vision, mission, and values, visit their website or follow them on Facebook.

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