MANILA, 10 April 2025 – In line with the Hospital’s commitment to the continued training and development of its employees, Chinese General Hospital & Medical Center (CGHMC) launched the Filipino Brand of Service Excellence (FBSE) program in collaboration with the Department of Tourism (DOT) last January.
Upon closer inspection of the issues providing quality service with Filipino branding, CGHMC has undertaken a two-pronged approach in the first quarter of this year, spearheaded by Atty. Glecy Mendoza of the Human Resources Department (HRD) and Dr. Juliano ZK Panganiban from the Patient Relations Services (PRS). As the modernizations and improvements in the hospitals attract more patients with the consequential increase in social media presence, the institution saw it fit to empower its frontliners to meet the growing awareness of customer service satisfaction that patients demand.
To address the emerging concern of catering to patients’ needs and creating a welcoming atmosphere, CGHMC embarked on a hospital-wide and sustained program to enhance the soft skills of its employees as ambassadors of the Hospital. In response to the ever-present concern of satisfying external stakeholders, the PRS held a seminar for its staff and designated persons from other departments. The program was centered on patient and family approaches to addressing, managing, de-escalating, and helping solve complaints. Spartan Allied Services, a Southeast Asia-based training and consulting firm, was contracted to lead the workshop.
Meanwhile, 17 employees representing different service departments of the Hospital attended the four-day FBSE Train-the-Trainors program of the DOT designed for cascading to workers in the frontline service industry. The program inculcates a way of life among service providers based on Filipino values and culture while setting a global gold standard for service excellence in all institutions nationwide. As an outcome of this activity, a continuing series of seminars conducted by the licensed trainers from this program is scheduled for the whole year as a follow-through session of the FBSE to the employee population, particularly those involved in customer and patient care.
The CGHMC is the first healthcare institution to receive this training and certification as an accredited DOT-FBSE hospital for service excellence.
