Cua Dong General Hospital: Each patient is a 'special' customer

(Baonghean.vn) - Coming to Cua Dong General Hospital, the first impression of each patient is the very professional service style. This place hasHighly skilled team of doctors with many years of experience and patients are always cared for, respected and served attentively.After more than 14 years of establishment and development, Cua Dong General Hospital is gradually affirming its position as the "locomotive" in the private healthcare system of Nghe An in particular and the North Central region in general.

Perspective of Cua Dong General Hospital.

Mr. Nguyen Xuan Kien - Chairman of the Board of Directors of Cua Dong General Hospital shared: "We identify patients as the lifeblood of the hospital, so changing the style and attitude of service is the survival of the hospital. The culture of the hospital is to take patient satisfaction as a measure of service quality and work efficiency as a measure of the capacity and quality of employees.

The philosophy of the doctors here is "to love and care for patients as if they were their own brothers and sisters". The hospital builds a culture of "patients thanking doctors and doctors must also know how to thank patients". Treating patients well also benefits the hospital, each doctor should understand that treating patients well is a therapy to help them recover quickly; giving a smile to receive love for doctors and hospitals.

Ms. Le Thi Loi - media customer service staff is guiding the procedures for patients.

The way Cua Dong Hospital builds its brand comes from the sincerity of the medical staff. In particular, Mr. Nguyen Xuan Kien, Chairman of the Board of Directors of the hospital, always promotes the building of a culture with "mottos" for serving patients, such as 3 pleases: Hello, sorry, thank you; 3 always: Always smile, always share, always help. 3 remembers: When patients arrive, remember to welcome them warmly, When patients stay, remember to take good care of them, When patients leave, remember to give them careful instructions and the action goal is: Rule 1: Patients are always right, Rule 2: If the patient is wrong, review rule 1.

When a patient leaves the hospital, the patient visitation is conducted by phone. This is done by the customer care team calling to inquire about the patient's health status, inquire about the patient's satisfaction with the hospital, and record their comments to build the hospital better and better.

Every year, the hospital's consulting team makes more than 35,000 phone calls to visit and advise, making patients very satisfied. With such care, each patient is always satisfied and spreads information to those around them. That explains why the number of patients coming to Cua Dong Hospital is increasing.

The team of consultants called to check on patients after they were discharged from the hospital.

In many customer comments sent to Cua Dong General Hospital, Mr. Nguyen Xuan Hong, 82 years old, in Dien Loi, Dien Chau wrote: “I had stomach pain, chronic bronchitis and vestibular disorders. After a period of treatment, my condition has improved by 95%. My family and I feel very excited and grateful for the attentive care of the hospital. In the past few days, when I returned home, I missed the gentle words and kind smiles of the doctors and nurses…”.

Mr. Loi, another patient, shared: In the past, when I was being treated at the hospital, when the nurses pushed the medicine cart into the patient's room, they often called out, "Whoever has medicine, prepare to inject." But at this hospital, the first thing they said was always, "Hello, everyone." While injecting the medicine, the nurses asked, "Did you sleep well last night? Does your stomach still hurt today? Do you have to go to the bathroom many times?". As I listened and answered, I seemed to forget the needle that was sticking into my arm. When I finished, the nurses thanked me and gently said, "You should rest, I'm done"...

Doctors and staff of Cua Dong General Hospital are taking care of and visiting inpatients (Internal Medicine Department II).

Ms. Tran Thi Xuan (82 years old, Block 3, Truong Thi Ward, Vinh City, NA) is currently being treated for chronic bronchitis and herniated disc at the Internal Medicine Department 2 of Cua Dong General Hospital. She shared: “Before, I was very afraid and reluctant to go to the hospital, but since being treated here, that fear is gone. Here, the rooms are always clean and airy, the staff and doctors are always cheerful, enthusiastic, and dedicated to taking care of me. I consider them as my children and relatives. Here, I feel as comfortable as at home.”

With innovations in patient care, Cua Dong General Hospital has been striving to provide services that meet international standards. Along with the strong development of modern medicine, the hospital is constantly improving its professional knowledge, equipping itself with advanced medical equipment to provide the best care for patients and customers in the new era with the criteria: "Prestige - Trust - Quality".

During the management process, the hospital makes the highest demands on its medical staff as well as its hospital staff, ensuring the best rewards by evaluating their abilities and contributions to the common work.

Mr. Nguyen Xuan Kien - Chairman of the Board of Directors of Cua Dong General Hospital affirmed: “The style and attitude of serving patients is one of the high requirements of the hospital, it contributes to the effectiveness of examination and treatment, demonstrating humanity and professionalism. Innovation in service style and attitude is both urgent in the current period and has long-term significance in the cause of protecting and caring for people's health. With determination, we will increasingly improve from awareness to action, bringing happiness and peace to patients, worthy of being the place to place everyone's trust and love".

Van Truong