The Medical City South Luzon (TMC-SL), a premier healthcare provider in the Philippines, has partnered with Proto to modernise patient engagement through the deployment of a secure AI customer experience platform.
Located in Santa Rosa, Laguna, the 100-bed hospital serves as a vital gateway to Southern Luzon, catering to patients from Laguna, Batangas, and Cavite provinces. With advanced diagnostic and treatment services – from radiology and cardiac catheterisation to operating theatres – TMC-SL required an automated solution that could deliver real-time healthcare information, reduce hotline congestion, and enable multilingual support for its multinational patient base.
The deployment spans webchat, Messenger, and introduces voice messaging in English and Tagalog. Patients can send spoken queries, receive audio responses with transcripts, and access services without relying solely on text. This feature enhances accessibility for patients who are more comfortable with spoken communication and improves inclusivity across different demographics.
To address rising demand for appointment bookings, the AI assistant now manages structured intake across digital channels. Patients are guided through submitting their details, selecting departments, checking preferred dates against the hospital’s availability database, and confirming or rescheduling directly within chat. Voice messaging extends this convenience further, with transcripts visible to staff and audio confirmations delivered back to patients.
Beyond appointment booking, the assistant acts as a service directory to help patients navigate TMC-SL’s extensive offerings. From diagnostics and imaging to surgery, patients can easily determine how to access services and whether appointments are required. This directory is delivered both in text and audio, reducing confusion for those unfamiliar with medical terms and ensuring transparency in care pathways.
The deployment also introduced automated handling of frequently asked questions. Patients can instantly access the hospital directory, retrieve emergency numbers or receive urgent care guidance for ER-related matters. By streamlining routine queries through automation, TMC-SL reduces the burden on hotline staff while ensuring patients receive accurate and timely information during critical moments.
Jan Clarisse Alberto, TMC South Luzon’s Head for Sales, Marketing, and Customer Service, said: “By leveraging Proto's advanced capabilities, we aim to enhance accessibility, response times, and deliver personalized care to each individual we serve.”
This deployment demonstrates how healthcare providers in the Philippines are leveraging AI-enabled healthcare automation to transform patient engagement. By combining multilingual support, voice messaging, and automated FAQs, TMC-SL is setting a benchmark for patient-centred digital services in the region.
Proto Asia Director Jennifer Dantoc said: “We are excited to introduce Proto's AI solution at The Medical City - South Luzon. This collaboration will revolutionize patient care, setting new standards of quality and convenience.”
About The Medical City South Luzon
The Medical City South Luzon is a premier healthcare institution committed to delivering world-class medical services and exceptional patient care. Located in Santa Rosa, Laguna, it provides advanced medical technologies and a wide range of diagnostic and treatment services to communities across Southern Luzon. TMC-SL is dedicated to improving the overall healthcare experience with innovative solutions and a compassionate approach to patient care, empowering individuals to lead healthier lives.
