Our Lady of Lourdes Hospital recognised for customer service initiative at Healthcare Asia Awards 2026

It established a unified inquiry centre, strengthening patient engagement and improving operational performance.

Our Lady of Lourdes Hospital received the Customer Service Initiative of the Year - Philippines at the Healthcare Asia Awards 2026 for its One Lourdes Inquiry Center, a centralised communication hub created to address long-standing gaps in patient-hospital communication. The initiative responded to issues such as delayed responses, inconsistent information, multiple call transfers, and friction in the patient journey.

The One Lourdes Inquiry Center consolidated communication touchpoints into a unified, single-number multi-channel system. The centre handled inquiries on hospital services, doctors’ schedules, billing concerns, HMO coverage, and diagnostic procedures. Patients no longer needed to contact multiple departments before receiving assistance, as inquiries were managed through one hub.

The initiative functioned beyond a traditional customer service unit. It operated under the hospital’s service principles of Alagang May Puso, Alagang Tapat, and Abot-Kaya. The centre delivered information on first contact whenever possible and applied a structured workflow supported by trained inquiry specialists. The hospital also used the centre to manage demand, monitor service utilisation trends, and track inquiry performance.

Documented results followed implementation. Inquiry conversion rate increased from 29% in 2024 to 41% in 2025. Inquiry-driven census rose from 758 patients in 2024 to 1,879 in 2025. Revenue generated from inquiries doubled from PHP34m ($0.58m) in 2024 to PHP68m ($1.15m) in 2025. These figures were recorded as part of the hospital’s performance tracking for the initiative.

The One Lourdes Inquiry Center formed part of the hospital’s operational framework for managing patient communication. The model centralised inquiry handling, standardised response processes, and provided measurable outcomes linked to patient volume and revenue growth.

Healthcare Asia Awards is an awards programme focused on acknowledging exceptional hospitals across Asia that redefine the standards of excellence in the healthcare industry. It proudly shines a spotlight on Asian hospitals that consistently go beyond conventional boundaries to provide top-tier patient care and have a lasting impact on their local communities.

The Healthcare Asia Awards is presented by Healthcare Asia Magazine. To view the full list of winners, click here. If you want to join the 2027 awards programme and be acclaimed for your organisation's remarkable initiatives and contributions to the healthcare industry, please contact Julie Anne Nuñez-Difuntorum at [email protected].