ILOILO CITY — The Medical City (TMC) Iloilo has cemented its place as one of the region’s most forward-thinking healthcare institutions after earning two major distinctions at the 2025 Asian Innovation Excellence Awards in Singapore. The recognition marks a historic milestone, making TMC Iloilo the first Philippine healthcare brand to be honored at the event—an achievement that reinforces its mission to place people at the heart of innovation.
Held on November 5 at the Marina Bay Sands Expo and Convention Centre, the awards celebrated organizations across Asia that create meaningful change through practical, high-impact solutions. TMC Iloilo won the Philippines Business Service Innovation of the Year – Healthcare for its Emergency Medical Services (EMS) Program and the Philippines Culture Innovation of the Year – Healthcare for its Excellent Patient Experience Program.
Dr. Felix Ray Villa, President and CEO of TMC Iloilo, said the hospital’s advancements stem from a long-term commitment to reimagine how care can evolve for patients and communities. “Innovation for us is never about technology alone. It is about understanding the lived realities of patients and transforming systems around those needs. Our team believes in constantly elevating the level of care, service, and compassion we provide,” he said.
The EMS Program, which clinched the Business Service Innovation award, has reshaped how Ilonggos access emergency care. As the first hospital-based EMS setup in the city, it offers a single, reliable number—33-80808—for immediate medical response. A dedicated team of trained responders is ready at any hour to deploy, stabilize patients, and bring them safely to the hospital. The program has already responded to more than 300 emergency incidents across Iloilo, Guimaras, Aklan, and Negros.
Dr. Debbie Noblezada-Uy, TMC Iloilo’s Chief Medical Officer, emphasized the program’s impact: “Every emergency call represents a life in distress, and our responsibility is to meet that moment with skill and empathy. This award affirms our commitment to making emergency care not just reachable, but truly life-saving.”
Beyond rapid response, the EMS team is also helping build safer communities through continuous training programs on first aid, trauma management, and basic life support for both workplaces and barangays. These efforts equip ordinary citizens with essential skills that can save lives before professional responders arrive.
TMC Iloilo’s second award—the Culture Innovation of the Year – Healthcare—recognizes its dedication to nurturing a warm, human-centered environment for patients and families. At the core of the initiative is the hospital’s enhanced patient feedback system through the Fresh Desk Survey platform, which allows staff to understand concerns, monitor service quality, and respond more effectively to patient needs.
One of the program’s signature activities is the annual Patient Experience Awareness Week, a celebration designed to honor healthcare workers who embody compassion in their everyday service. The event features storytelling sessions, wellness activities, and appreciation programs that highlight the emotional anchors of healing: empathy, trust, and connection.
Prince Juliene Hermaine Celo, Head of Marketing and Business Development, described the essence of the initiative: “In Iloilo, we take pride in our genuine warmth. Patient experience is not just about seamless services; it is about ensuring every individual who comes to us feels respected and cared for. That sense of ‘Ilonggo hospitality’ is something we intentionally bring into healthcare.”
Consistently high satisfaction ratings reflect this culture of care, with many patients expressing strong confidence in TMC Iloilo’s services and willingness to recommend the hospital to others.
The dual awards, both centered on innovation with a human touch, underscore TMC Iloilo’s vision of creating a healthcare system where responsiveness, compassion, and excellence seamlessly come together. More than accolades, the honors represent a commitment to continually refine how care is delivered—ensuring that every emergency call, hospital visit, and patient interaction makes a difference in someone’s life.