NO one was ready for the Covid-19 pandemic last year. So when Medical Center Manila, popularly known as ManilaMed, faced this invisible enemy, the management team counted on 54 years of experience to deal with it.
“The uncertainty brought about by the situation gave further importance on how we address concerns at hand in our day-to-day operations and how it affects the way we plan long-term situations,” said Dr. Eduardo S. Eseque, ManilaMed medical director.
He said the hospital’s “54 years of experience and the continuous knowledge we gained as we braved the challenges of the pandemic contributed to how we strategize and manage our physical resources, financials and human resources.”
Like most hospitals, ManilaMed was hard hit during the first few months of the pandemic. It suffered a huge drop in revenues and census. Thanks to the institution of the Hospital Recovery Plan set out by its network Mount Grace, Dr. Eseque said they crafted strategies that targeted revenue growth, cash flow management and infection control, among others.
Keeping workforce healthy
HE added that the pandemic brought to light the importance of keeping its workforce healthy and well cared for by providing them with food, board and lodging and transportation especially during the enhanced community quarantine (ECQ).
“As a healthcare institution, we acknowledge all members of the ManilaMed team as frontliners, whether medical or nonmedical, to whom all kinds of support must be provided—from physical, financial, emotional and psychological,” he said. “The strict implementation and application of safety and health protocols ensured a safe and well-managed environment not only for our employees, doctors and healthcare workers, but to all our patients as well.”
When asked whether ManilaMed was able to launch any new service offerings during the pandemic, Dr. Eseque said all their resources were focused on how to address the challenges from the virus and in strengthening infection control.
The hospital addressed all touch points of every patient journey during the pandemic. These touchpoints ranged from the efficient admission/discharge policies (Bedside Admission to Bedside Discharge Project), online booking of appointments and services, availability of doctors through ManilaMed eHealthline (Telemedicine), Home Service and Drive Thru Laboratory, Covid Home Care delivery to packages for Cardio-Metabolic and Cancer Care Program.
“But later on, we shifted the priority to ‘Life is Not All Covid.’ There is an acknowledgement that the majority of our patients are still non-Covid. Therefore, moving forward, we set the priority on how a hospital should operate—and that is treating everyone with, of course, special preparations in place for Covid cases,” Dr. Eseque said.
Commitment, vaccination
WHILE it remains unclear as to when the pandemic will end, Dr. Eseque said ManilaMed was definitely more equipped now to deal with Covid-19, and attributed this to the adjustments they made, thanks to the issues encountered on a day-to-day basis.
“Subsequently, health and safety protocols have been made and are in place and most especially, the emphasis we gave on the communication approach and the importance of continuous education played a huge role in addressing fear caused by lack of knowledge and serious misinformation,” he added.
He commended the ManilaMed staff for their commitment to continue caring for patients, especially now that most of them are fully vaccinated, giving them “another layer of protection against severe Covid, therefore, providing a sense of confidence and exudes the support of the government to the healthcare sector.”
Three lessons
ASKED about the lessons learned in the pandemic, Dr. Eseque listed three things—know your enemy (the Covid-19 virus), be equipped and provide exceptional care for your people.
In dealing with the virus, Dr. Eseque said “vast knowledge and awareness are vital in our quick response and adaptability to change which includes embracing digitalization and technology.”
“In-depth training for our workforce is and will still be a priority in order to prepare and equip them for this kind of enemy,” he said. “And above everything else, ManilaMed’s ability to express its full support and exceptional care towards our healthcare workers during these trying times is the key to establish and provide the right care needed by our patients.”
He stressed that in the new normal, ManilaMed will continue to be driven by its guiding philosophy, a part of which reads, “We do not just make our patients feel better. In our quest to understand, help and heal, we dedicate our lives to you and the community. And in the process, we ourselves become better.”