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CO-WRITTEN / PARTNER | Staff Reporter, Malaysia

Tropicana Medical Centre-Malaysia bags the Healthcare Asia Awards 2018 for Service Delivery Innovation Initiative of the Year

The hospital allows patients to request repeat medicine with just one text.

Tropicana Medical Centre (TMC) Malaysia, is a multi-specialty tertiary hospital located in Kota Damansara, Kuala Lumpur, Malaysia. Established in 2008, TMC is a flagship hospital of TMC Life Sciences Berhad with a wide array of specialties. With over 100 specialist consultants, the hospital provides comprehensive medical care to the highest standards through world class facilities and excellent service. TMC has received accreditation from The Malaysian Society for Quality in Health (MSQH) and The Reproductive Technology Accreditation Committee (RTAC). Patients are treated holistically, with careful consideration of their physical, mental and emotional needs. The serene indoor ambiance, complemented by the soothing views of rolling greens of the neighbouring golf course, provide the perfect setting for healing and recuperation.

Preventive medicine, an emerging specialty in the medical world, is taken to new heights at Tropicana Medical Centre with regular health talks, health screenings and community outreach programmes.

A recent local survey conducted by the Pharmaceutical Service Division of Malaysia indicated that close to 17 million Malaysians suffer from chronic diseases and a significant number of people require long-term medication. For patients on long-term medication, compliance is important. Research has shown that issues with healthy system-related factors such as access to care and timely medication refills can significantly affect adherence to pharmacotherapy.

To address the aforementioned issues, TMC introduced MedEx@Pharmacy — a value added service that allows its existing patients to request their repeat medications with just one text. Being one of the first private hospitals in Malaysia to provide this patient-centric service, the patients now could enjoy greater convenience and flexibility to access their prescriptions at their convenience.

MedEx@Pharmacy is also applicable to patients with a valid doctor’s prescription and Guarantee Letter(GL) for monthly medication. All they need to do is to register at the Outpatient Pharmacy by providing their personal information. Subsequently, patients will be able to place an order via Short Message Service or SMS or WhatsApp at +6018-211 1366, preferably three (3) working days before the intended date for collection. A phone call will be made within 24 hours to acknowledge that the SMS/WhatsApp has been received. Once the medication is ready for collection, patients will then receive a confirmation phone call from our Pharmacy Department. Since its launch in July 2016, TMC is now serving more than 60 registered patients to cater to their monthly medication needs.

To gauge and measure the effectiveness of MedEx@Pharmacy, TMC followed-up with its patients post-service, both verbally and in writing. Many of them have expressed their satisfaction. Moreover, they commented that their waiting time was reduced — as there was no need to wait for medication to be dispensed, need not frequent the doctor’s clinic, need not wait for the whole process of registration, GL approval and preparation of medications, as all has been pre-arranged prior their arrival to the hospital.

TMC is eyeing to expand MedEx@Pharmacy to cater to more categories of patients such as self-paying patients. Also, more enhancement will be made to the current service. TMC will continue to encourage more patients to utilise this service for better medication accessibility. For this, the hospital was recognised with the Healthcare Asia Awards 2018 for Service Delivery Innovation Initiative of the Year.

The Healthcare Asia Awards 2018 was held on 23 May 2018 at the Conrad Centennial Singapore.

This year's nominations were judged by a panel consisting of Abhay Bangi, Partner, Life Sciences & Healthcare Lead, Ernst & Young; Mohit Grover, Life Sciences & Healthcare Leader, Deloitte, and; Sabrina Tay, Partner and Deputy Industry Lead, Healthcare RSM Singapore.

Check out the event photos during the awards night here.

If you would like to join the 2019 awards and be awarded as one of the most outstanding healthcare companies in the region, please email Marianne at or click here for more information.

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