May 2016

EMPOWERING THE MEDICAL CITY ILOILO STAFF

THROUGH PATIENT PARTNERSHIP PROGRAMS

Participants of Stress Management Workshop: Unit heads and staff from ER,
ICT, Laboratory, OR, Cardio-Pulmonary

Participants of Communication Skills Enhancement Training: Unit heads and

staff from Accounting, IPS, Social services

To provide quality, safe and patient-centered

healthcare, the office of the Patient Partnership
Experience recently launched programs designed to
inspire, motivate and empower the staff of The Medical
City Iloilo and to embody the culture of excellence in the
delivery of TMCs unique value proposition Where
Patients are Partners.

planning skills; Stress Management Program aimed at

developing awareness on the physiological and psychosocial effects of stress; to help regain their lives and
achieve peace of mind. Our training on Conflict
Resolution and Crisis Management aims to resolve
untoward crises through effective approach in
communication.

Our unit heads and staff from customer service,

information, patient education and advocacy units were
among the pioneers who attended series of trainings and
workshops which is under the Patient Partnership
Experience department.

In our trainings, we incorporate the TMC model of care;

care for self, care for team and care for patient. These
principles must be inherent in us to uphold our culture of
patient partnership says Rodel Cusay, Patient
Partnership Experience Manager.

Patient Partnership programs and services

Transforming Patient Partnership Experience

The PPE department created and designed special

training programs that are customized to meet the needs
of a specific group or department. The programs include
Communication Skills Enhancement Training, an
integral program to evaluate and refine existing
communication Skills through activities that will
challenge their critical thinking, decision-making and

Our unit heads and staff from different departments

underwent special trainings and the learnings will be
incorporated in their duties and responsibilities as
certified patient partners. Our aim is to implement a
hospital-wide trainings/ seminar-workshops to embody
the philosophy of patient partnership.

Participants of Communication Skills Enhancement Training: Staff

From HRD, PPE, HICC and Finance department

Participants of Communication Skills Enhancement Training from PCU, Billing

and Cashier unit

We believe that through capacity-building we can help

transform ourselves to become effective patient partners
and to become aware of TMC model of care; care for self,
care for team and care for patients added Cusay

The patients would never care how much you know,

unless they know how much you care. The health care
team doesnt just care for them but we make them wise
carer for themselves. They grow in TMC care, enough for
them to realize that they are special & RESPECTED, and
thus, take care of themselves in return.

PATIENT PARTNERSHIP OPENS THE HEART

Patient partnership is opening our hearts for others. A
welcoming heart can be felt from sincere "good mornings"
of SECURITY GUARDS to genuine smiles of BILLING
PERSONNELS. It is manifested in the prompt and fast
response of MAINTENANCE EXPERTS to approachable faces
of INFORMATION STAFFS. Patient Partnership becomes a
fulfilling experience once it leaves the burden of being a
work, and becoming a way of life. According to Pena
Chdron, it is when you begin to touch your heart or let
your heart be touched, that you begin to discover that its
bottomless, that it doesnt have any resolution, that this
heart is huge, vast, and limitless. You begin to discover how
much warmth and gentleness is there, as well as how much
space.

In patient partnership, patients are not mere objects of

care but the essence of care. NURSES and DOCTORS can be
more proactive through various care delivery strategies,
which is best thought by themselves. The MUSIC STAFFS can
strengthen their health education advocacy by making it a
monthly event. These may require us additional time and
efforts, but we can embrace the philosophy of
Inconvenience for the Convenience of Others.
Becoming a part of the TMC Family is a pledge to
Patient Partnership - a commitment to open our hearts,
heal souls, and change lives. You? What is your patient
partnership story? This can be a good venue to share your
thoughts and feelings too. Who knows? Your story might
just be the inspiration somebody is waiting to hear.

PATIENT PARTNERSHIP CHANGES LIVES

Once, Ive taken care of a post-coiling mother with
ruptured aneurysm. She has a newly graduated son and a
sweet, loving husband. During the time when she was
admitted, she was disoriented, and with tangential
thoughts. One day, she and her family came back a month
after discharge. Now, she is able to think clearly. She was
both apologetic and grateful. Her husband verbalized, My
wife changed my life. And you, nurses, doctors, and the
entire health team changed her life because of the way you
cared for her. Thank you for changing our lives.
Patient partnership is about making a difference. As the
saying goes,

Put in mind that we can only take care of our patients

well, if we have a healthy team, and a cared self. There had
been a lengthy knowledge taught to us, which I cannot
remember later on. But I will never forget how this Patient
Partnership Course made me feel - that I can be a champion
of health partnership! The feeling that rekindled the
passion within me to inspire, and motivate.
You too! All of us! We are all health partners. And as
we are given this opportunity and trust, just remember your
answers to these questions: How do I want my customers
or patients or subordinates remember me? How will I open
their hearts and change their lives?

Insights shared by Nicolette Anne Ubas, RN, Nursing Service Training Preceptor

We would love to hear from you! Please email your comments and suggestions to corpcomm@medicalcity.com.ph