Competitive The Medical City St.

Luke’s Global Asian Hospital and Medical Center

dimension
Quality of 5 5 5
Service  The Medical City, or TMC, has a St Luke’s Global provides a Asian Hospital and Medical Center
long history of providing quality concierge type of service. boasts a long history of quality
service to their patients and They provide whatever the services with programs winning
doctors. They are accredited with needs and wants of the awards for projects such as “Eyes on
the Joint Commission patients are. They try to Patient  Care: Optimizing Patient Flow
International (JCI) which is a tailor-fit their service to the
in the Emergency Department” which
program that ensures they desire of the patient. received an award in innovations in
comply with the highest Hospital Management, ICT Initiative of
standards of quality and safety. An example of this is seen the Year, and Management
when it comes to preference Innovation of the Year in the
Being internationally accredited of food. The patient can Healthcare Asia Awards.
means the patients “receive the request for a menu to choose
right care and treatment at the what food is given as long as AHM is one of the only 4 hospitals of
right time, delivered in a way that it corresponds to the diet the Philippines with such an award,
is respectful of their rights, prescribed by the doctor attesting to their dedication and
cultural beliefs, and spiritual achievements in providing quality care
inclinations”  through their efficient management. 
Cost or value 2 1 2
for money Although quite costly as well, They provide their services at Quite costly however they provide
they also provide numerous a high cost but also at high numerous high-quality services as
services and at high quality. Their quality. Compared to other well as International Health Care. 
services are also still affordable hospitals, their service is
enough for those in the middle to more expensive.
upper SES.
Service 4 4 4
Delivery They pride themselves with Most of the time they are They are able to provide their services
consistent, and timely service able to provide their service at an adequate time and speed
delivery and this is possible with as promised. However, there however an influx of patients at a time
over 1000 employees in their are times when too many would cause an understandable
 hospital. However, congestion in patients flood in at the same amount of delay.  
certain areas such as the time which leads to delays in
elevators and cafeteria is service.
apparent as a lot of people avail
of their services.
Flexibility 5 5 5
TMC shows great flexibility An example of this is the With the COVID 19 pandemic, the
especially in the COVID-19 adaptation to COVID-19. The hospital was able to provide
pandemic as they were one of hospital was able to provide teleconsults, online appointments,
the first hospitals to respond and drive-thru swab tests and lab and online lab results which can be
provide care for those patients tests. They also adapted to accessed through their website. They
They were also able to provide teleconsult settings. Added to also provide international health
drive-thru swab and lab tests as this, they are now planning services which can be found also in
well as provide teleconsult home consults for patients. their website.
settings, 
Quality of Service (Private Hospitals)

For hospitals, the quality of service can be assessed by dividing it into two aspects. The first would be the technical
(design) quality which refers to the quality of the health professionals themselves. This will focus on their medical
expertise, correctness of diagnosis and procedure outcomes. Another aspect of quality is the process quality. This can
refer to how healthcare is delivered to the patients such as its efficiency, safety, and also, professional etiquette.

Cost
The cost of the hospital varies widely depending on the service and type of hospital. This is basically the amount of
money that a hospital is going to charge a patient for a specific product or service. An example of this would be the costs
of giving birth. Depending on the type of birth (natural or C-section) and the place (private or public hospital) the prices
vary widely as shown below:
1. (Public hospital) Total average hospital bill for a regular birth:₱15,000 - ₱20,000
2. (Public hospital) Total average hospital bill with a c-section: ₱ 25,000
3. (Private hospital) Total average hospital bill for a regular birth: ₱40,000 to ₱50,000
4. (Private hospital) Total average hospital bill with a c-section: ₱80,000 to ₱250,000

T. (2018, July 27). Having a baby in the Philippines? Hospital, midwife, delivery and IVF costs. TransferWise.
https://transferwise.com/gb/blog/cost-of-having-a-baby-in-philippine

Service delivery 

This refers to the reliability and speed of the service when provided. For hospitals, an example of this can be
shown in emergency rooms. The speed to which the patient can go inside the room and be attended to by the physicians
and nurses is a measure of service delivery. Also, the reliability can be measured by the ability of the hospital to provide
this service at all the times promised. 
Flexibility 

This is the ability of the hospital to come up with new procedures to assist patients. A good example of this would
be how fast a hospital was able to provide RT-PCR (COVID screening) tests to its patients. Hospitals that were certified
and had this service were more likely to be visited by patients experiencing COVID related symptoms.