MAKATI CITY – Guided by the theme “Every MomentMatters: Empowering People, Elevating Care,” Makati Life Medical Center(MLMC) celebrated Patient Experience Day, a vibrant tribute to the heartbeat ofthe institution: its patients and the dedicated professionals who care forthem.

The day-long celebration was a testament to MLMC’scommitment to weaving empathy into the fabric of its clinical excellence. Frommorning treats and a symbolic "Service Pledge Wall" to an afternoonof excellence awards, the event underscored a singular mission: transformingevery healthcare encounter into a meaningful human connection.

A Culture of Appreciation

The festivities began with a gesture of gratitude as thePatient Experience team distributed sweet treats and invited patients to sharetheir journeys via a feedback display. Recognizing that a great patientexperience starts with a supported staff, the team also conducted an"Appreciation Round," gifting stress balls to frontline healthcareworkers to acknowledge their tireless dedication.

Defining Excellence Beyond Courtesy

The afternoon program marked a pivotal moment for theinstitution with the official launch of the Makati Life Patient Experience Logoand the Service Pledge.

“Patient experience is not just about smiles and greetings;it’s about how we truly handle and care for patients at every touchpoint.Delivering excellence is the responsibility of the entire organization, bothclinical and non-clinical,” Mr. Lawrence Sibayan, Chief of Staff and VP forMarketing & Business Development, opened the ceremony with a powerfulreminder

Ms. Jo C. Aguilar, SVP and Chief Marketing Officer, reflected on the hospital’s foundations, noting that patient experience was never an afterthought. “Even before construction began, patient experience was a priority. We intentionally designed it to be at the core of Makati Life,” she shared, emphasizing that the quality of service is what truly distinguishes the hospital.

Shining Together: The Constellation of Care Awards

The highlight of the event was the excellence awards, inspired by the stars. Under the theme “Shining Together: A Constellation of Care and Excellence,” MLMC honored those who have gone above and beyond:

• The  Vega Award: Awarded to Kate Winsleth Bosing Lattao for receiving the highest patient commendations in Q1 2026.
• The  Polaris Award (Guiding Star of Service Leadership): Presented to Dr.  Raymund Joaquin Erese for providing steady guidance and inspiration to  his team.
• The Aquila Award (Outstanding Physician Contribution): Conferred upon Dr. Joy D. Agoot for creating healing experiences built on trust and  compassion.
• The Orion Award (Constellation of Service Excellence): Awarded to the Vision & Eye Health Center for achieving the highest Patient Satisfaction Score for Q1 2026.
• The  Cassiopeia Award: Recognizing the team members who delivered an outstanding service, including:
   
  • Hananiah   Sarah Vitto Bersaba, Noelyn Torredes Paclauna, Rosebelle E. Martin, Jeffrey Jake B. Eiman, Carmela Joy Irupang, Kimberly Bunao Malaga, Ella Deborah Pascual, Jake Louis Del Rosario, and Mikhaela Preticia Reyes.

A Human-Centered Commitment

Ms. Honey Alejo, AVP and Head of Patient Experience, introduced the MLMC Service Pledge, a strategic roadmap to address patient "pain points." The pledge focuses on four pillars: clear communication, financial transparency, compassionate behavior, and reduced waiting times. “Patient Experience is us; it is human,” Alejo remarked. “We are committing to address what matters most to those we serve.”

Closing the ceremony, Dr. Ross Ona, EVP and Chief Operating Officer, praised the awardees not just for their individual brilliance, but for their leadership. “Their achievement is reflected in their staff,” Dr. Ona concluded. “Their responsibility is to guide, support, and bring out the best in their teams, ensuring the light of excellence reaches every patient.”

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