Receiving the AHMA award for MakatiMed were (L-R): Johnny B. Sinon, MD, Medical Director; Jose Dante P. Dator, MD, Director, Professional Services;
Rosalie R. Montenegro, President & CEO; Arlyn L. Songco, Division Head, Marketing & Sales Services;
Pilar S. Baltasar, Division Head, Quality Management; Marielle M. Rubio, Division Head, Service Operations;
Richelle B. Bumanglag, MD, Unit Head, Investigation & Correspondence Unit, Patient Relations; Thumbelina O. Tan, RN, Head, Outpatient Services;
Ritchelle M. Galang, RN, Nursing Policy & Quality Officer; Eda Bernadette P. Bodegon, RN, Operations Manager, Operating Room;
Jennifer R. Villa, Rewards & Recognition Officer; Maria Lenilene Dela Cruz, Clinical Data Quality Officer;
Eric S. Nubla, Jr., MD, Director, Patient Relations; Rommel E. Alegre, RN, MAN, Clinical Department Manager, General Medicine Services 2;
and Joshua Jaime P. Nario, RN, Clinical Department Manager, Nursing Quality. Photo from AHMA.
Makati Medical Center, one of the Philippines’ top hospitals, was among the 24 Awardees of the 2017 Asian Hospital Management Awards (AHMA), out of 418 entries representing 102 hospitals from 17 countries across the Asia-Pacific region.
MakatiMed received an Excellence Award under the Customer Service Project Category for its Automated Complaints Tracking System or ACTS, its hospital-wide database and monitoring system for patient complaints.
The awards were given during the Gala Dinner and Awards Night at the Shangri-La at The Fort in Taguig on August 24.
MakatiMed launched ACTS in May 2015. An enhancement of the complaint handling process, ACTS is managed by the Patient Relations Office (PRO). All reported complaints, investigation data, resolution and correspondences with the patient or complainant are logged in this system.
In its objective of the project, MakatiMed stated that it “recognizes the important role that patients play in the continuous improvement of its services by giving its clientele the opportunity to raise their concerns and provide feedback. Its complaints handling process is enhanced by the creation of ACTS which allows real-time notification of complaints received and time-bound submission of responses from concerned parties, and monitoring of compliance to set standards and parameters in complaints management. The ACTS is aimed to provide a more efficient, targeted and effective complaints resolution platform to achieve immediate results.”
Receiving the award for MakatiMed were Rosalie R. Montenegro, President & CEO; Johnny B. Sinon, MD, Medical Director; Jose Dante P. Dator, MD, Director, Professional Services; Eric S. Nubla, Jr., MD, Director, Patient Relations; Richelle B. Bumanglag, MD, Unit Head, Investigation & Correspondence Unit, Patient Relations; Pilar S. Baltasar, Division Head, Quality Management; Marielle M. Rubio, Division Head, Service Operations; and Arlyn L. Songco, Division Head, Marketing & Sales Services.
The AHMA 2017 finalists were also given the opportunity to display the posters of their respective programs during the two-day Hospital Management Asia conference on August 23 and 24. The poster display offered a venue for the finalists to share the benefits of their winning programs with the HMA community.
For 16 years, AHMA has been recognizing hospitals in the Asia-Pacific region for their successful projects, programs, and best practices in the prestigious annual awards.