71% of patient enquiries automated at The Medical City Ortigas

Answering patient questions around the clock

Before Timmy, routine questions – about services, visiting policies, admission requirements, or procedure preparation – required a call or message that might not be answered until the next business day.

Timmy handles these automatically, 24/7, covering FAQs, the doctors directory, services directory, and pricelist. Appointment scheduling is the most common reason patients reach out, followed by general hospital enquiries and billing or payment questions – meaning the highest-volume reasons patients contact the hospital are precisely what Timmy resolves instantly.

Eighty per cent of patients interact in Tagalog, with the remaining 20% in English. Timmy handles both – including via voice, so patients can send a spoken query rather than type. This makes the service genuinely accessible to the breadth of TMC Ortigas’s patient base, not just those most comfortable with digital text interfaces.

Patient reviews reflect the impact directly:

"It’s always a pleasure chatting with your AI Agent. They can always answer questions that I cannot find in your website. Big clap to them!!!" ⭐⭐⭐⭐⭐

"Timmy is sooo helpful, thanksss a lot." – Google reviewer ⭐⭐⭐⭐⭐

Doctors directory, services, and pricelist

Finding the right doctor previously required calling the contact centre and waiting – often outside operating hours. Timmy lets patients search by name or specialisation, check availability, browse available services, and access the hospital’s pricelist, all without agent involvement.

"Their FB chatbot was extremely helpful in providing me information regarding the doctor I want to see." – Google reviewer ⭐⭐⭐⭐⭐

"Sir Timmy is super kind – he answered all my inquiries. I don’t think I need to go to the medical city right away, thank you." – Google reviewer ⭐⭐⭐⭐⭐

Making cost and availability transparent before a visit reduces avoidable contact centre volume and helps patients plan their care with confidence. Billing and payment queries are among the top reasons patients reach out, and Timmy handles them within the same flow.

Part of a wider TMC deployment

TMC Ortigas is the main hospital in The Medical City network and the anchor of a broader Proto deployment across the group. Proto also serves The Medical City Clinic (TMCC) – the network’s nationwide outpatient clinic chain – and The Medical City South Luzon, with further deployments across TMC Clark and additional hospitals in the pipeline.