The Medical City Iloilo has made history as the first healthcare brand in the Philippines to receive Innovation Awards, proving that innovation goes beyond technology—it’s about people.
The hospital earned two major recognitions at the Asian Innovation Excellence Awards 2025, winning Philippines Business Service Innovation of the Year – Healthcare (Emergency Medical Services Program) and Philippines Culture Innovation of the Year – Healthcare (Excellent Patient Experience Program).
The Medical City Iloilo management team led by its President and Chief Executive Officer, Dr. Felix Ray Villa, Chief Medical Officer, Dr. Debbie Noblezada-Uy, Head of Marketing and Business Development, Mr. Prince Juliene Hermaine Celo, and Emergency Medical Services Head, Dr. Sally-Mae Abelanes, proudly received the prestigious awards at the Asian Innovation Excellence Awards 2025 held at the Marina Bay Sands Expo and Convention Centre, Singapore on November 5, 2025.
“The future of healthcare belongs to those who dare to innovate. At The Medical City Iloilo, we see innovation as a continuous journey. One that pushes us to redefine care, rethink systems, and relentlessly pursue excellence,” said Dr. Felix Ray Villa, President and CEO of The Medical City Iloilo.
The Asian Innovation Excellence Awards honors companies that achieve measurable outcomes and address key challenges through innovation and operational improvement, recognizing initiatives that drive meaningful progress across diverse industries in the region.
These awards honor the hospital’s unwavering commitment to reimagining emergency care delivery and cultivating a workplace culture where compassion, collaboration, and patient partnership thrive.
Bringing emergency care closer to every community
TMC Iloilo’s Emergency Medical Services (EMS) initiative earned the distinction for Philippines Business Service Innovation of the Year – Healthcare. As the first hospital-based EMS in Iloilo, the program ensures that help is within reach. With just one call to hotline 33-80808, trained responders are dispatched 24/7 to deliver timely, life-saving assistance, bringing the hospital’s care right to people’s doorsteps.
“This recognition reflects our promise to make emergency care not just accessible, but truly responsive,” said Dr. Debbie Noblezada-Uy, Chief Medical Officer of The Medical City Iloilo. “Every call we receive is a chance to extend compassion in action, to be there when every second counts.”
Beyond responding to emergencies, the EMS team also extends its reach through community and workplace training in first aid, trauma care, and basic life support, empowering ordinary citizens to act with confidence when it matters most. Since its launch, EMS has responded to over 300 emergency cases across Iloilo, Guimaras, Aklan, and Negros, each one a story of lives touched and saved through accessible, responsive care.
A culture built on compassion and shared purpose
TMC Iloilo’s second award, Philippines Culture Innovation of the Year – Healthcare, celebrates its Excellent Patient Experience initiative, a reflection of how every team member’s dedication helps create meaningful patient connections.
Grounded in continuous feedback gathered through the Fresh Desk Survey platform, the program features an annual celebration of Patient Experience Awareness Week – a meaningful reminder of the importance of patient-centered care and the people who bring it to life through storytelling sessions and wellness booths to heartfelt recognition events, the initiative honors individuals and teams who go above and beyond to embody the hospital’s patient partnership philosophy. It also strengthens the camaraderie between caregivers and patients, reminding everyone that healing happens best in an environment of trust, empathy, and gratitude.
“At The Medical City Iloilo, patient experience goes beyond providing excellent care, it’s about how we make every patient feel seen, heard, and valued. As Ilonggos, warmth and compassion come naturally to us and that’s something we want every patient to experience the moment they walk through our doors. Patient Experience Awareness reminds our team that health is not just a medical process but a human connection built on empathy, respect, and a genuine Ilonggo way of caring,” shared Prince Juliene Hermaine Celo, Head of Marketing and Business Development.
The result is a consistent 99% to 100% Net Promoter Score (NPS) and Patient Experience Rating (PER), a testament to the hospital’s people-first approach that puts both patient satisfaction and staff wellbeing at the heart of healthcare.
Innovation with a human touch
For TMC Iloilo, innovation is not just about new systems; it’s about creating a future of healthcare where every patient feels seen, heard, and cared for. These awards affirm the hospital’s continuing mission to deliver “patient-partnered care” that uplifts lives, empowers communities, and nurtures hope, one person, one story, one innovation at a time.
