Where patients are cared for as attentively as family

Dedicated and caring like family
Visiting Cua Dong General Hospital, Mrs. Kha Thi Hang in Yen Tinh Commune, Tuong Duong District was found to have a thyroid cyst that required surgery. However, due to her poor circumstances, she could not afford treatment.

Sharing the family's difficulties and carrying out the "mission" of treating and saving people, the hospital supported all costs of beds upon request, meals and surgery costs.

Hospital leaders visited, supported, and encouraged patient Kha Thi Hang (Yen Tinh, Tuong Duong). Photo: Dinh Nguyet

Currently recovering from surgery, Ms. Hang is being cared for in a hospital room as requested by the hospital. She could not hold back her tears of gratitude when sharing about the dedicated help of the doctors and nurses: “Without the help of the hospital and the dedicated care of the doctors and nurses, I do not know how my family would have managed. The hospital leaders also cared a lot about visiting, encouraging and supporting the family with additional expenses. My family is very grateful to the doctors!”

Also a poor family, in a remote commune of the mountainous district of Tuong Duong (in Xop Coc village, Yen Thang commune), coming to the Emergency Department for treatment of pain on both sides of the jaw and swollen lymph nodes, patient Kha Thi Nghet received attention from the hospital and support for treatment costs. Hospital leaders came to encourage, visit and give gifts, encouraging her spirit to overcome the disease.

Hospital leaders visited, encouraged and gave gifts to support the family of poor patient Kha Thi Nghet (Yen Thang commune, Tuong Duong district). Photo: Dinh Nguyet

Ms. Hang and Ms. Nghet are two of hundreds of poor patients with difficult circumstances who receive annual care and treatment support from Cua Dong General Hospital. With the heart of "a good doctor is like a mother", the hospital's doctors and medical staff always keep in mind not only to focus on improving professional quality, wholeheartedly saving and treating patients, but also to wholeheartedly care for and serve patients as if they were their loved ones.

Therefore, patients always feel the dedication and care of the hospital's medical staff. As soon as they come to visit and get examined, patients are taken care of by the staff in the symbolic pink-purple uniform who always warmly greet, welcome, guide, provide information, and advise on medical examination and treatment services... and are present promptly to support and help elderly patients, children, and other patients when needed.

The hospital organized visits and gave gifts to patients on the occasion of the holiday. Photo: Dinh Nguyet

The impressive images for patients visiting and receiving treatment at Cua Dong General Hospital are that every 3 afternoons a week, the staff goes to each room to visit and encourage each patient.

As a beautiful cultural feature that has been maintained for many years in the hospital, every day, the hospital's customer care staff regularly calls to visit newly discharged patients. Every month, 3-4 thousand patients are visited by phone.

According to hospital records, up to now, over 98% of outpatients and 100% of inpatients have shared their satisfaction with the services and service attitude of medical staff at the hospital.

The hospital's motto is to always receive feedback from patients to improve procedures, services, and patient service style and attitude.

Thanks to that, the hospital receives more and more shares from patients expressing their trust in the team, doctors and satisfaction with the care and service here.

Professionalize operations
Always identifying the patient as the center of all hospital activities, the hospital not only focuses on innovating the style and attitude of serving patients among the medical staff, but also strives to professionalize the reception, examination and treatment process to best meet the needs of patients.

The hospital's customer care staff always enthusiastically welcomes and guides patients through procedures quickly and promptly. Photo: Cung Nguyen

The hospital has organized departments from patient reception, fee collection, drug dispensing to medical examination, and paraclinical examination in a one-way sequence. To make the examination process more convenient, the hospital has implemented an online appointment booking service or by phone, to shorten and save time for patients instead of having to wait in line to register for examination as before.

The hospital applies information technology, connecting the Internet to departments and rooms, creating unity and science in implementing professional processes as well as managing and supervising all hospital activities. The waiting area for medical examination is arranged spaciously so that patients have a place to rest while waiting for medical examination procedures.

In all departments, rooms, and corridors of the hospital, there are directional signs; the signs are marked with different colors to facilitate patients to have quick and easy examination. The hospital publicly displays the hotline phone number in an easy-to-see place so that patients can grasp and contact when needed.

The hospital's medical staff always take care of and serve patients wholeheartedly. Photo: Cung Nguyen.

In order to form a style and attitude of serving patients among the staff, doctors and nurses of the hospital to be more and more disciplined and professional as it is today, according to Ms. Nguyen Thi Van - Head Nurse of Cua Dong General Hospital, in the past time, the hospital has also regularly organized training for staff on communication skills, ethical standards, and codes of conduct for medical staff; so that each staff and party member can promote a sense of responsibility, correct their working style and manners, create closeness, friendliness, and enthusiasm with patients...