AI virtual assistant in healthcare – The Medical City Ortigas deploys Proto’s platform
The Medical City Ortigas – also known as the network’s “Main” hospital – has deployed Proto’s platform, representing a significant step forward for AI in healthcare Philippines. As the largest and most advanced hospital in the TMC network, Ortigas now anchors a growing ecosystem spanning the group’s 70+ outpatient clinics and the regional hospital in South Luzon.
The rollout at Ortigas follows successful implementations at The Medical City Clinic (TMCC) and The Medical City South Luzon (TMC-SL).. Together, these deployments reflect a move towards one consistent, network-wide patient experience across facilities.
At Ortigas, the platform enables:
- procedure appointment booking
- LOA – letter of authorisation – automation
- doctors and service directories
- payment gateway integration for booking deposits
- AI agent switching – seamless handover of patient chats and tickets between TMC business units
Jennifer Dantoc, Proto’s Adviser, Government Accounts, said: “This deployment at Medical City Ortigas marks a turning point for the TMC network’s digital transformation. It demonstrates how AI can be deployed intelligently across multiple facilities to deliver consistent, efficient, and patient-centred care.”
Built on proven scale across the clinic network
Proto’s rollout across the outpatient clinics began with TimCeeCee – an AI agent that now handles over 2.6 million interactions per year for the clinic network. That scale has helped standardise the most common patient journeys – booking, schedules, directions, and follow-ups – so they behave consistently across facilities rather than varying by site or channel.
This same foundation now extends to Ortigas, bringing clinic-tested workflows into the network’s main hospital environment without treating it as a one-off deployment.
One connected patient journey with AI agent switching
The Ortigas deployment extends that same approach into the network’s central hospital through AI agent switching, which acts as the connective layer between clinics, the regional hospital, and Ortigas.
With AI agent switching in place:
- a patient can start a request at a clinic and continue it at Ortigas without re-explaining details
- conversations and tickets are handed to the appropriate business unit while keeping context intact
- follow-ups remain in a single thread even as the patient moves between facilities
This is where an AI agent delivers real value in a network setting – supporting continuity across the organisation rather than operating as a standalone tool at a single site.
This approach aligns with Proto’s broader view of patient experience as a continuous journey rather than a series of disconnected interactions.
Dr. Artie, COO of the The Medical City network, said: “Expanding AI patient experience capability from the clinics into the rest of The Medical City’s hospital network, starting with Ortigas, will not only help us streamline contact centre and booking systems, but continue to deliver the most patient-first customer experience in the Philippines. Proto’s technology is a novel and timely continuation of our ethos: where patients are partners.”
Voice and Tagalog support
Ortigas also supports voice interactions and local language service, so access is not limited to text-first users.
Voice and language support includes:
- voice messaging alongside chat
- Tagalog support for patient interactions
- the same workflows available across chat and voice
This reflects how patients in the Philippines already engage with healthcare providers across different contexts and devices.
LOA automation backed by an observed drop-off point
LOA handling is a known friction point in the patient journey. At TMC–SL, it was observed that 53% of patient chats stop when an LOA becomes necessary, as patients often need to leave the booking flow and separately engage their insurer before continuing.
By bringing LOA automation into the same journey as booking and deposits, the Ortigas deployment aims to keep more of the patient process in one place. This becomes increasingly important as Proto expands engagement with HMO providers such as PhilCare and PhilPlans.
About The Medical City
The Medical City network is one of the leading healthcare providers in the Philippines, comprising multiple hospitals and over 70 outpatient clinics nationwide. Its flagship facility, TMC Ortigas, serves as the network’s main hospital and central hub, offering services across primary care, specialist treatment, and advanced procedures.
