St. Luke's redefines and transforms patient experience | Inquirer Business

St. Luke’s redefines and transforms patient experience

/ 12:00 PM January 25, 2021

St. Luke’s Medical Center (SLMC) has its distinct brand of excellence in medical and patient services. This is strategically aligned to its mission to deliver state-of-the art healthcare to its patients.

The needs of patients have always been at the core of hospital care and for this, SLMC has set the benchmark for quality patient experience.

This year, SLMC introduces another game-changer in patient-care services to evolve with the changing needs of patients since the COVID-19 pandemic started.

“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 President and CEO Dr. Arturo S. De La Peña. “Building that redefined care management system allows clinicians to head patient experience.”


SLMC President and CEO, Dr. Arturo De La Peña (center) with Chief Patient Experience Officers, Dr. Jose Moran for SLMC-Quezon City (left) and Dr. Narciso Navarro for SLMC-Global City (right)

Patient Care Navigators ready to assist

SLMC formed an enhanced new role to provide support to patients as they move from screening, diagnosis, treatment, and completion of care. The hospital will now have Patient Care Navigators (PCN) at each of SLMC’s access points. They will guide all patients about their hospital journey from pre-admission to post-discharge. They assist patients and organize their needed hospital services based on their treatment requirements.

Seamless experience

Upon receipt of doctor’s confirmation, the PCN will coordinate scheduling and creating of a preoperative care plan for outpatient surgical cases. A hospital associate will assist patients from the main lobby to the operating room on the day of the surgery.

Express Admission and Discharge

St. Luke’s hotel-like experience is complemented with seamless admission process. Admission can be done online with minimum requirements. When all required forms are submitted, the Admission Office will confirm room availability before admission or on the scheduled day of admission.

On the day of admission, patients need only proceed to the Admission Office before being escorted to the assigned room.

St. Luke’s signature brand of high-quality service extends up until recovery. The Concierge staff will go to the patient’s room for in-room discharge should the patient have full insurance of coverage.

International Patients Lounge is available for patients with international insurance coverage. The HMO Concierge and Corporate Business Center, on the other hand, are available for patients with local insurance coverage and corporate accounts, respectively.

Enhanced patient room set-up

To provide patients a conducive ambiance for wellness and recovery, SLMC improved the set-up of some of its patient rooms.

The hospital beds come with printed duvet covers to provide a semblance of home.

Addressing patient’s immediate need for assistance, a digital compendium of concierge services is placed inside the room. Additional room amenities such as complimentary minibar items and in-room coffee and tea station are provided.

More food options

SLMC also upgraded and expanded its meal selection to give patients more meal options during their hospital stay.

St. Luke’s Happy Plates are especially prepared for pediatric patients while new mothers are given a free three-course celebration dinner a night before their discharge.

Convenience counts

St. Luke’s also has a dedicated concierge area for each patient type for hassle-free transactions. Online payment and scheduling are available for high-volume procedures. My HMO Express Lane also provides easy-access QR code QR code for faster LOA (Letter of Authorization) processing.

Exclusive I am a St. Luke’s baby outfits are given as welcome gift for newborns.

These initiatives are put in place to improve overall patient experience and give St. Luke’s patients the comfort, convenience and choices they deserve.


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