ACE - Sta. Maria Medical Center Inc.

Dr. Jose Serapio is my ENT provider, and I can confidently say he is the best. Thank you, Doc, for the successful tonsillectomy. I am truly grateful. The nurses who assisted me were all very kind, attentive, and accommodating, always checking on me to make sure I was doing well. I also appreciate all the other staff for ensuring my meals were delivered on time and for keeping my room clean and comfortable. Keep up the excellent work po. Godspeed!

We brought my child to their opd for fever and nosebleed, opd front desk was very accommodating. There’s no waiting time for the doctor so that’s good but no one took my child’s vitals at all considering the main concern was fever. We were advised to be admitted. I filled up the form, the lady explained to us the rules etc. of admission and the billing. I said we have HMO to which she replied, “Ay! HMO pala! Ipapa-approve pa po ito. HMO pala, akin na po ang ID at card.” She made it sound like it’s an inconvenience that we have HMO when she didn’t ask first things first if we have HMO before giving us the forms. Here comes the fun part, we were asked to wait at the lobby because of HMO approval. We waited for almost an hour! Have we not followed it up, we will wait there until dark! My child was already hungry and sleepy. Then she told us that she hasn’t called the HMO yet. Her reason she’s the only one manning the office and she showed us the pile of HMO paperworks she has. I understand that she’s the only one there and the hospital is understaffed but to lack SOP on admission like checking on the patient and the guardian if they’re okay to wait in the ward or in the ER or wherever to get hooked up to an IV or whatever procedures they need to do initially to tend to the patient, coz it will take awhile for them to get approval is beyond me. We told her that we don’t want to get admitted anymore, gave back the pillow and the kit and that’s the only time she asked if it’s ok for us to wait upstairs. We told her that’s ok will just go home since my child then was tired and hungry. The lady didn’t even offer any waiver to sign or whatsoever. Poor service right there, needs a ton of improvement.

WORST EMERGENCY ROOM! RUDE NURSE! NO URGENCY! Went to OPD for my father’s checkup and waited patiently for 2 hours. Facility is nice and new + staff are approachable. The doctor told us that my father needs to be admitted but since ward is full we are advised to go the ER first. We went back to OPD to ask for guidance but no one assisted us or even offered a wheelchair for the patient. At the ER, after signing and getting my father’s vital signs a bed was assigned to us while waiting for the HMO approval and next steps. After 3 hours of waiting I went to the nurse station to ask for any updates and she told us that INTELLICARE isn’t responding yet. After a while, we decided to just go home so my father can rest fully since there aren’t any procedure administered yet. I went back to the nurse station and asked for the discharge process. She told us that we needed to wait for the admitting doctor before getting discharge, but when I asked for an estimated time she can’t and don’t want to provide with irritated and raised voice. I also asked if she can call the doctor instead but she refused and told us that they only have 1 doctor and we need to wait until she finished all works upstairs. That means, we’ll wait there until evening or even midnight once the doctor is available. I was so disappointed and humiliated at that point after being shouted by the nurse in front of other patients. I haven’t experienced this on other hospitals we visited. I understand that there’s a process and we can wait further if needed but at least I hope we are given proper assistance to our concern. To the management, please do something to your ER nurse who is in-charged on January 16, 2026 around 4:30 pm. I hope it will not happen again to other patients.