If you think you are paying for a private hospital and convenience, you are fooling yourself. Had the worst experience and would never recommend this hospital. If I can score it lower than 1, I will. I tried to email them and resolve this privately but I gotten nowhere. Maybe Madocs thrive with incompetence and continue to be incompetent.
I wrote a letter formally documenting a service failure we experienced at Madocs facility yesterday, June 29, 2026. What was supposed a joyous occasion - finding out the gender and checking the growth of my baby, turned out to be a nightmare, and became an emotional distress.
We arrived for my scheduled CAS Ultrasound at 24 weeks AOG from our doctor referral slip listing 3 doctors. Their staff informed us that there's no available doctor. No explanations, no apologies. The worst part is, we tried to schedule ahead of time and they mentioned to directly go to OB Gyne Ultrasound Diagnostic Unit and appointment is not necessary. So we woke up at 5am and went their as early as we can. I was at the hospital at 7am. The ultrasound unit opens at 8am. I have waited for 1hour inly to be dismissed without any options provided. We contacted our doctor (Ob Gyne) stating that the doctor (Sonoligist) who she recommended was out. Our Doctor (OB Gyne) asked us to go back to Ob-Gyne Unit and provide our referral slip with 3 doctors on it. The receptionist then informed us that the 2 Doctors are only available Tuesdays and Fridays, and the Monday doctor was absent. No other sonologist was available to perform the CAS.
Additional Concern - Staff Conduct:
When we were informed that no doctor was available, with simple "Absent ang doctor" with no apology, no acknowledgment of the inconvenience, and no offer of alternatives or next steps. As a pregnant patient who traveled at 5:00 AM, this lack of empathy was deeply disappointing. I had to go back to ask for more options - which she provided the schedule of each doctor.
Why this matters:
1. No Contingency Plan: CAS has a limited window. Relying on only 1 doctor with no backup is a systemic risk.
2. No Proactive Communication: As we tried scheduling thru viber, we were advised that there's no online booking and just go directly to OB-Gyne Unit. What is the use of the viber number provided if we are unable to confirm appointment? If we were notified in advance that the doctor would be absent, we wouldn't have to go through this.
3. Poor Patient Handling: Frontline staff should be trained to respond with empathy and solutions, not dismissal.
I work in BPO where we are trained to de-
escalate and offer alternatives even when service cannot be rendered. For a hospital with the motto "With you every step of the way," I expected better. It feels the opposite to be honest.
My request:
1. Implement a backup sonologist policy for time-sensitive OB ultrasounds, or a 24-hour advance notice system if the doctor is unavailable.
2. Retrain frontline staff in the OB-Gyne US unit on empathetic patient handling and service recovery.
My concern was never reviewed and thus it wont prevent other mothers from experiencing the same. I will never stop telling people how Madocs gave me anxiety, fear and depression. read more