De Los Santos Medical Center: A legacy of quality health care in Quezon City
De Los Santos Medical Center (DLSMC) proudly serves the health care needs of Quezon City since its founding on Sept. 17, 1949, by the renowned Dr. Jose V. de los Santos Sr., known as the Father of Philippine Orthopedics. Initially established as a 30-bed clinic specializing in treating bone abnormalities, DLSMC evolved into a 150-bed, Level 3 private tertiary hospital with over 779 active and visiting multi-specialist physicians. In 1973, the institution transitioned into De Los Santos General Hospital, broadening its scope to include internal medicine, obstetrics gynecology, pediatrics, and surgery. The hospital's journey took a significant turn in June 2013 when it joined the Metro Pacific Health (MPH) group, marking a new chapter in its commitment to delivering quality healthcare.
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De Los Santos Medical Center (DLSMC) proudly serves the health care needs of Quezon City since its founding on Sept. 17, 1949, by the renowned Dr. Jose V. de los Santos Sr., known as the Father of Philippine Orthopedics. Initially established as a 30-bed clinic specializing in treating bone abnormalities, DLSMC evolved into a 150-bed, Level 3 private tertiary hospital with over 779 active and visiting multi-specialist physicians. In 1973, the institution transitioned into De Los Santos General Hospital, broadening its scope to include internal medicine, obstetrics gynecology, pediatrics, and surgery. The hospital's journey took a significant turn in June 2013 when it joined the Metro Pacific Health (MPH) group, marking a new chapter in its commitment to delivering quality healthcare.
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Spotify - https://tmt.ph/spotify
Apple Podcasts - https://tmt.ph/applepodcasts
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NewsTranscript
00:00The Business Mentor Talks is vlog by no other, Armando Buts Bartolome, in cooperation with
00:14the Manila Times.
00:15It aims to bring to life and recognize entrepreneurs who constantly strive to create a living for
00:21the community as well.
00:51Hey, good morning, good afternoon, this is again Buts Bartolome of the Business Mentor
01:20Blog.
01:21You know, every Sunday, we always try to feature one way or another how we can pick or something
01:29like useful and learn something, you know, and we always choose the right people to give
01:36us the right information.
01:39So today, this morning, we were able to invite a fellow, my fellow PCC-ICASO-CT Board of
01:48Trustees.
01:49I know she's so busy, but nevertheless, I said, for the health of the Filipino.
01:58And no other than, let me introduce to you Carmen Soriano.
02:01She's the ABP for Strategic Marketing and Business Development.
02:07Good morning, Carmen.
02:09Hello, sir.
02:10Good morning.
02:11Maraming maraming salamat por this opportunity to guest in your program.
02:21Yes.
02:22Alam mo, Carmen, ang pag-uusapan natin, alam mo, ako yung laking Quezon City at parating
02:30tuwing na pupunta ko dyan, nagagawi ako sa España.
02:33Ano ba tawag ngayon sa España?
02:35Erod, right?
02:36Erod.
02:37España, sir.
02:38Quezon Avion.
02:39Yes.
02:40España.
02:41Yes.
02:42España.
02:43Tapos yung España Extension, E. Rodriguez.
02:44Parating ako nadadaan sa dalawang hospital na yan.
02:47Isang hospital na yan, yung St. Luke's at yung De Los Santos.
02:52Actually, De Los Santos Clinic pa yunong araw.
02:55Natatandaan ko yan.
02:57Yes, sir.
02:58Yes, sir.
02:59But tell me, Carmen, papano ka naman napunta sa hospital management?
03:04Ano ba ang background ni Carmen?
03:07Sir, may background, for a healthcare background, I have been in the industry since 2007.
03:17So I started with St. Luke's Medical Center, one of the biggest, one of the world's best St. Luke's Medical Center.
03:28This is both Quezon City and Global City.
03:31So I've been working there since 2007 up to 2018, last quarter of 2018.
03:39And then, ayun, I was actually asked by the former president of De Los Santos Medical Center to join De Los Santos Medical Center.
03:53So that's why I'm here.
03:55So in healthcare, sir, more than 17 years, tama ba ako?
04:02Wow!
04:04So you really have seen the growth of the two hospitals, the brands.
04:12So para ba sinasabi nyo, wow, ang napili naman ni Carmen talaga growing the brand of hospital management and business development.
04:22So tell me about, alam mo yung De Los Santos na yan, alam ko matagal na yan. Ilang years na ba yung De Los Santos?
04:30Unang-unang yung De Los Santos Clinic, sabi mo kanina. Nakakailan taon na ba yung De Los Santos na yan in existence right now?
04:39De Los Santos now is 51st year na yung year na ito. So last year, we just celebrated our golden anniversary for De Los Santos.
04:51So this is like going to our sixth decade. So preparation para maging anim na dekada ang De Los Santos Medical Center.
05:05Tell me, paano nagsimula yung De Los Santos Hospital? Ano ba yung pangalan ng pamilya?
05:14Alam mo para sa information na marami. Marami tayong ibang-ibang pangalan. St. Luke's, Perpetual. But De Los Santos, ano ba ang history niyan?
05:26De Los Santos is the family name. Si Dr. Jose V. De Los Santos. So from the clinic pa lang ito, maliit pa lang ito, when he started, he is the father of orthopedic surgeon.
05:42So he is an orthopedic surgeon, si Dr. De Los Santos. So nakilala, nung lumaki ang De Los Santos, nakilala ito na sa larangan ng medisina, ang kanyang specialista is orthopedic.
06:02So ngayon, nung araw, pumupunta pa dito from abroad, dito nagpapagawa kay Doc. So really when you, other mga old people, lalo na when they witness De Los Santos Medical Center, ang puna nilang naisip talaga is really yung mga about sa buto.
06:28So para bang specialization yan? Sa government mayroon tayong National Orthopedic, Heart Center, Lung Center, MKTI.
06:59Wow. Galing pala. Come to think of it, 51 years na pala yan. I mean you're surviving through the years. But tell me, nagkaroon ng ano, this is where I salute Mr. Manny Pangilinan, the MVP.
07:17I really noticed he has been rehabilitating, short of the word, rehabilitating a lot of hospitals. I understand this is the Metro Pacific Health, MPH. Ano ba talaga ang trust ng MPH as guided by the chairman?
07:47The trust of MPP, nung ambition niya dito is really to have all, ang healthcare is maging accessible to all Filipinos. So that's why now at this point, Sir Butch, ang ano natin is 26 hospitals na under Metro Pacific Hospital.
08:12Sandali, nabilaokan ako sa statement. 26. Ano ang unang hospital ang sinimulan ng MPH?
08:20Ang sinimulan nila sir na kuhanin, yan yung Makati Mary. So under Los Angeles is the seventh hospital sir.
08:30The seventh. Are you telling me that the MPH is now all over Luzon, Visayas and Mindanao?
08:39Totoo po. And recently, I don't know if you've seen in the newspaper, the newest na-acquire is in Quezon City, also one of the hospitals in Quezon City along Commonwealth.
08:56Yes. They attended our Philippine general membership meeting in Lausanne. So basically, I like the vision, like sinabing healthcare for the Filipino people, making it accessible.
09:18Bakit ba talaga, mahirap magkasakit, right? Ang sinasabi natin.
09:23Totoo.
09:24But bakit na-focus si MVP to really come up and say no, we have to do this. Kasi MVP is what, the main business si MVP is real estate, right?
09:39Yeah.
09:40Real estate.
09:41Real estate. So mayroong mga utilities.
09:48Correct. Correct. Then all of a sudden, pinasok na yung health.
09:52Pinasok na yung health.
09:53What challenges did you, what challenges mo na yun sa health? Like you rehabilitate, like for example, De Los Santos, I've been seeing a lot of re-imaging, branding.
10:04Yeah, re-branding.
10:05Oo.
10:06The most challenging here is that all 26 hospitals should have one mission, one vision. Iba-iba naman yan eh, pero the whole thought of one vision and mission should be aligned dun sa tras ni Metro Pacific Health.
10:29Because the timeline of Metro Pacific Health is the heart of Filipino healthcare. So nandiyan ang puso.
10:37Puso talaga ha?
10:39May puso.
10:40Correct.
10:42The most challenging is really ma-align mo in each hospitals one process, alam mo to, in terms of handling the patient, diba? The practice, the patient safety, patient experience, diba?
11:03So, we have, we have different councils, no? May mga councils yan, medical director. So, isa lang dapat ang vision ng mga doctors.
11:13Oo, okay.
11:15Ang mga doctor ay maging safe ang pasyente. Ang mga nurses, may nursing council also. How to assist the, ano, the doctors, diba? The post care. Ganyan, ganyan sir mag-isip.
11:28Patient experience is also part of, ano yung magiging experience ng bawat Pilipino, ng bawat pasyente, in all 26 hospitals.
11:42Oo, in other words, para sinasabi mo ngayon, parang ako napunta sa MPH group, kumbaga meron akong kasiguruhan, diba?
11:54I know you are all in one vision, professionals, lalo na mga bedside manners ng mga ating doktor at nurse. Mahirap ang kasakit, lalo na kung ikaw pa ang customer service or patient service, medyo walang care, diba?
12:14I think that's very important, diba?
12:17So ano naging rebranding nyo ngayon sa De Los Santos? Nakikita ko kayo maingay kayo sa social media ngayon. And then the examination, the lab test, parang wow!
12:32Ang De Los Santos kasi sir, this is our 11th year as part of the Metro Pacific Health. Actually sir ang rebranding ko, sa November ko pa, nakascheduled.
12:46Tama-tama lalabas to November.
12:48Tama-tama. So ang rebranding is De Los Santos Medical Center, Global Centers, Personal Touch.
12:58Wow! I love that. De Los Santos Medical Center, Global Centers, Personal Touch.
13:07Meaning, if you are in a boutique hospital, it is a small hospital, this is a 150 bed hospital. A tertiary hospital with 150 beds.
13:18We offer the major services, the cardio, the neurology, the ortho, cancer, the surgery, all kinds of surgery.
13:30So nandyan po. Nandyan yung buong, kumpleto si De Los Santos Medical Center. But you know, while your standards are global, diba, we remain na yung touch natin is very personal.
13:51So that's the idea sir. That's why global standards, personal touch. And nandyan yung puso.
14:03So yun ang nangyayari. How do you train now your people? I mean ito, fantastic ito. I'm sure.
14:12Hospital management, it's really a humongous approach, unlike restaurants. Siyempre mga chef, mga ano yan.
14:22But the global, the training of hospital management, ano-ano mga pinapa, talagang focus niyan?
14:32Sir, kasi ang global standards naman, we have a very good doctor. We have a roster of good doctors.
14:41We have good equipment, at par with other hospitals also. But the most challenging is how are you going to train the people, especially the frontliners, to have a personal touch.
14:58That's number one, sir. Parang kahit na ano, lalo na in a cancer patient. Pagman tayo, diba, kailangan dyan, nandyan yung, yung bang, hindi pa nyo nireklamo, naiisip mo na.
15:13Yan yung pinaka-challenging. And that's why we are not stopping, sir. Training people, training our nurses, training our staff, training all the frontliners kasama yan. Not just nurses po.
15:28In mga admitting, mga ganyan, nandyan lahat yan sir. So even the security guards kasama yan. So parang in just one smile, ang mga projects na nilalabas natin, project smile, in just one smile, okay na lahat.
15:50So parang, wow, you must really have a very good dynamic team, especially like you, your strategic marketing. Ano ba strategic marketing pag sinabi natin dito Carmen? What is really your major role in strategic marketing?
16:09Strategic marketing, sir, ang dami yan. Ang dami yan, nandyan yung rebranding, nandyan yung communications, nandyan yung revenue, part of the business development naman yan.
16:29So nandyan yung product development sir. So nandyan yung sino ba target market, strategy yan sir. Both patient and doctors also. So hindi to pwedeng pasyente lang. So doctors also brings the patient.
17:00The end of the day, the patient believes the doctors. If the doctor says, ito ka, kailangan ko operahan, diba? Siya pa mga pasyente maniniwala yan. So tayo, tayo ang inaalagaan natin, here is really the patient and the doctor.
17:19So yeah, it's part of the strategy. So that when you have a very good strategy, ang ending yan, paano ka naman magde-develop ng business? So gumagawa ka ng mga packages. Diba may mga packages tayo, no?
17:35So kasama yan sir. What else? I became a member of, became part of the Philippine Chamber of Commerce is one of, part of the business development also.
18:03So that's why nag-grow din si De Los Santos in terms of partnering with PCC-IQC. So you're collaborating with other associations. So yeah, marami yan sir. Maraming mga dapat gawin.
18:25So that takes more than 24 hours of your time, Carmen?
18:29Totoo po. Totoo po.
18:33So how would you see now the health situation, lalo sa mga Pilipino? Kasi mga Pilipino, hindi, ayoko mag-hospital, ayoko. Kasi una-una mahal, pangalawa kaya pa naman. Diba yung mga myth na albularyon nalang diyan? Ngayon ba nag-improve ang mindset ng mga Pilipino?
19:00Especially the working class sir, no? So kaya nga nagkaroon ng preventive ang tawag dito. So preventive medicine. So ang gusto natin, that's why mayroong mga executive check-up, annual physical exam, no?
19:15Kasi maaantayin mo na magkasakit ka muna, may maramdaman ka bago ka magpatok. Kasi in history, mas mahal. Mas mapapamahal ka pag may sakit ka na.
19:29So importante yan. Lalo sa, we are all entrepreneurs. An entrepreneur who gets sick, what happens to the organization? Yan ang driver ng bus. Hindi pwede ang pasahero mag-drive.
19:48So yung preventive, I think basically yung preventive, it's something like an ounce of prevention. Kung baga naiiwasan ang kalalaan, the worst scenario.
20:00Preventive is better than cure daw.
20:03Exactly. So ang mga kabataan ba ngayon, ganyan na rin ang mindset ng mga young generation ngayon? Mga Gen Z, they're careful now with their health and their diet?
20:17Especially if really a good company, especially if the good company is run by a very good HR, the human resource. Yan ang gusto nila. Kasi part of managing the utilization of the company also in terms of their health is really to educate a lot of their employees.
20:41Naroon doon tayo sa preventive. So that's why they have the annual physical exam. Maano sila si Gen Z sa kampanya na yan? Kasi makitigas ang ulo pa rin ang mga tao. Pero now sir nakikita namin even mga call centers, ganyan.
21:00So they avail these benefits sir. Ako sa palagay ko, nilang also part of the PCC-IQC. So tayo may kanya-kanya kumpanya and we really want to have a very healthy workforce.
21:20So Carmen, ngayon ba ang role ng health maintenance organization or HMO, malaki talaga ang itutulong nito?
21:50So health maintenance program in each company's meaning, kanyari, ang ibig sabihin kasi nito, kanyari, nag-annual physical exam. Sa annual physical exam, sa datos ng clinic nila, ng company clinic, mas marami ang diabetic, marami pala ang obese.
22:10Kasi sedentary lang mga call center. So walang exercise. Yung yan sir, tinitingnan niya ng partner hospital. So tinitingnan mo yan, gagawa ka ngayon ng programa kung saan mababawasan ang mga may high blood, mataas ang sugar.
22:35So nagkakaroon yan, nagkakaroon ng wellness talk, nagdadala kami ng mga expert doctors about cardio, about endo, focusing on diabetes, on hormonal problems, focusing on OB, lalo na sa mga kababaihan.
22:58Especially ngayon sir, October is Breast Cancer Awareness Month. We bring doctors to a lot of corporations also. Parang maging aware ba? Hindi yung masakit na yung chest ng baba, saka tayo magpapatok.
23:28It's part of the wellness program. That's a wellness program sir. If you educate.
23:58So may limitations din. May limitations din. Di naman yan unlinked.
24:28How can they reach you for more information? For example, the services they would like to avail?
24:58When they click De Los Santos, anong numero niya, nandiyan si De Los Santos. When they want to go here in De Los Santos, along E. Rodriguez lang po ito. So ang kinalang-kinalang brand is St. Luke's Medical Center.
25:28For me, my focus for De Los Santos, I can say that we are a small hospital, smaller hospital than the biggest hospital I have mentioned earlier. But in terms of the service, you will not be shortchanged also.
25:58In your 150 beds?
26:28We have OB and MEDIA. 4 residency programs for De Los Santos. That's why we are accepting social service. We have outpatient department for mga kababayan po natin na hindi kaya ang hospitalization, ang pagpagamot.
26:55We are helping mga kababayan natin, especially the nearest communities here within our reach, within the hospital reach.
27:09Correct. Well, the more blessings you give, the more opportunities that you get. So hindi naman lahat para kumita. But again, sabi nga ng ating, your mission is actually part of the Filipino people for care.
27:30Part of Filipino healthcare.
27:34In other words, make health accessible. Tama yan. In other words, importante yan. Do you really see now the MPH growing to more than 26 in the next few years?
27:47Yes sir. Yes. We can say that we are ready for universal healthcare. Pag dumating yan sir.
27:58Yes, universal healthcare is important.
28:01We will be ready for that.
28:04Correct.
28:06Philippines also. I can say that the MPH, our country will be appreciating that this MPH has grown bigger.
28:27They have not just acquired a lot of hospitals, but they have distressed and trained these hospitals to have one vision and mission.
28:40Correct. So your chairman is really leaving a legacy. At least sinasabi natin yung mga entrepreneurs ngayon, mga tycoons, they're leaving a legacy for generations to remember them.
28:57It's not for popularity, but really what have they done and what have they contributed. Yan importante yan.
29:05Correct. Correct sir.
29:08Ito na to, sino yung makikinabang? Ang bagong generasyon na makikinabang?
29:16Maybe they didn't understand yet. A lot of people, ang kanilang understanding lang is because of profitability na ba?
29:31Ako sa tagal ko na rin in healthcare. I came from one of the biggest hospitals in the country. For me, maganda ang ambition ni Mr. Pumani Pangilinan.
29:46Correct. So ikaw talagang every day of your life, your waking hour, you can see both the health and those who are sick.
29:56Parang wow, hindi ba medyo, parang wow, ang daming mga nagkapasakit. Wow, ang daming mga napapagalig.
30:05You are seeing a wide perspective of people in terms of health.
30:10Dito.
30:12Diba? Totoo yan. Parang hindi ka na nakita lahat ng mga malusungsog. Pero yung mga taong hindi mo kalaing na kailangan magpagalig.
30:22But anyway, I won't take much of your time, Carmen, but give us a final thought about you as a profession in the health management, hospital management.
30:34Probably you might encourage a lot of people to look at healthcare management.
30:40Well, sir, ano sya? It's also, for me, hindi sya yung parang basta lang to pursue your dream, to pursue your job, to have a better output.
30:59But paano kang kasama in the growth of a hospital? So healthcare management or part of the whole organization in institution.
31:16Sabi na natin in the Los Santos Medical Center is that not just the profitability of the hospital but rather the growth of each individual, the nurses' growth.
31:31Paano ba sila? Mas magaling sila sa profession nila. We all know that nurses now are going abroad also and we can do something about it.
31:42We cannot stop them. But you are part of the hospital and I'm part of the executive committee group of the Los Santos.
31:51Part of that growth is we were able to train the nurses very well so that they will be equipped to go abroad, to pursue their dreams, to provide better for their families.
32:05We can't say no to them. We can't stop them. What else? Patient experience. Masasabi mo that alam mo na pag mumiti ang pasyente.
32:18Diba? Ako tinitingnan ko ang Facebook pag nakita ko na maganda ang sinabi, I'll just smile. Maganda, masarap arayo.
32:30Ano pa? The equipment. Part of my job also is if we acquire a new equipment, ito ba ay magiging profitable? Paano ba ito magiging helpful sa mga pasyente? Kino ba ang makikinabang?
32:48So those are the experiences as a strategic marketing and business development of this hospital which really reminds me also that my mom died of cancer.
33:12My brother died of end-stage kidney disease. I've seen that. Mahirap magkasakit especially if walang pera ang mga Pilipino nagkasakit.
33:30So yung mga strategies na ginagawa natin, paano natin pinapababa ang presyo, because we want all Filipinos maging accessible ang healthcare.
33:42So itong job na ito medyo personal sa akin sir.
33:49San advocacy. Puso ito. Hindi ito ang 1530 tapos title-title lang. What's a title if you're not really strategically, lalo ngayon technology diba?
34:04Technology.
34:05Grabe ang technology ngayon in the field of medical advancement.
34:12So it's like ilang slice, thousand-thousand slice. Kasi simula lang dati, eight slice, sixteen slice. So talagang pag pumikit ka, dumilat ka, iba na naman ng mga equipment. May mga davinci, may mga robots.
34:34How does AI now play in your management? Does it really talk about the side of AI? We had our AI generative for business. How does this affect or influence your hospital management or strategy?
34:53Well sir, the AI naman would really help in terms of digitalization of the hospital. Ba't hindi ito ibig sabihin na robot na yung gagamot. The robotic assisted surgery is assisted by a robot.
35:13But you know, the doctors are the one who maneuvers. I've seen that. Ako hindi ako naniniwala na magiging robot ang magagamot.
35:27May profession pa rin. Ito yung sinasabi ng iba. Yang AI na yan baka matanggal ako sa trabaho. Again, we are all working collaboratively. Yan ang importante.
35:40The automation is really a good aid for a hospital. So that's part of AI. Automation, digitalization. Kasi gusto mo accessible. So just one app, pwede ka makaritch sa isang hospital. May mga ganyan sir.
35:59And we will launch that soon. So you have to intervene again para sa launch niyan, digitalization of the whole Medical Civic Health.
36:08Wow. We're really in for a lot of surprises, Carmen, this November. Really, I'm sure. Baka naman, wala naman point of expansion ang De Los Santos from 150 to X number of beds?
36:22Siyempre mayroon. Mayroom pa. Mayroom pa. Dapat interview mo ako niyan sa susunod.
36:31Or branching out. Mayroon mga hospital ngayon nakikita ko.
36:37We are aiming to have a primary care. That's part of the universal health care law. So we're aiming to have De Los Santos primary care clinic. So we're aiming hopefully by 2026.
36:56Good, good, good. I'm sure the founder, Dr. De Los Santos would have been so happy and even the family to see the legend, the name growing and a professional group like MPH to really foster a better world.
37:19Ang ganda na legacy. Ang ganda na story. Anyway, Carmen thank you very much for this pleasure of knowing the information. I'm sure marami pa tayong pag-uusapan. But again, let's take it one step at a time. All right?
37:40Yes po. Marami salamat sir Butch.
37:42Okay. So thank you, thank you very much. Thank you. More power.
37:49More power.