A place where patients receive caring treatment as if they were family.

Attentive and caring, just like family.
During a check-up at Cua Dong General Hospital, Mrs. Kha Thi Hang from Yen Tinh commune, Tuong Duong district, was found to have a thyroid cyst requiring surgery. However, due to her impoverished circumstances, she lacked the means to receive treatment.

Sharing in the family's difficulties and fulfilling its "mission" of healing and saving lives, the hospital covered all costs for the requested hospital bed, meals, and surgery.

Hospital leaders visit, support, and encourage patient Kha Thi Hang (Yen Tinh, Tuong Duong). Photo: Dinh Nguyet

Currently recovering from surgery, Mrs. Hang is being cared for in a hospital room as per the hospital's requirements. She couldn't hold back her tears of emotion and gratitude as she shared about the dedicated assistance of the doctors and nurses: "Without the hospital's help and the dedicated care of the doctors and nurses, I don't know how my family would have managed. The hospital leadership also showed great concern, visited, encouraged, and provided additional financial support to my family. My family is very grateful to the doctors!"

Also from a poor family in a remote village of Tuong Duong mountainous district (in Xop Coc hamlet, Yen Thang commune), patient Kha Thi Nghet received attention and financial support from the hospital for treatment of pain in both jaws and swollen lymph nodes at the Intensive Care Unit. Hospital leaders visited, encouraged, and presented gifts to boost her morale and help her overcome her illness.

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

Ms. Hang and Ms. Nghet are two of hundreds of poor and disadvantaged patients who receive annual care and financial assistance from Cua Dong General Hospital. With the spirit of "a good doctor is like a loving mother," the doctors, nurses, and medical staff of the hospital always strive not only to improve their professional skills and wholeheartedly treat patients, but also to diligently care for and serve them as if they were their own family members.

Therefore, patients always feel the dedication and attentiveness of the hospital's medical staff. Upon arrival, patients are greeted warmly by staff in their symbolic pink and purple uniforms, who offer guidance, information, and advice on medical services. They are also readily available to assist elderly, young, and other patients when needed.

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

A striking sight for patients visiting and receiving treatment at Cua Dong General Hospital is that three afternoons a week, staff members go to each patient's room to check on and encourage them.

As a cherished tradition maintained for many years, the hospital's customer service staff regularly calls to check on newly discharged patients every day. Each month, 3,000 to 4,000 patients receive phone calls.

According to the hospital, to date, over 98% of outpatients and 100% of inpatients have expressed satisfaction with the services and attitude of the medical staff at the hospital.

The hospital's motto is to always incorporate patient feedback to improve its procedures, services, and the way it serves patients.

As a result, the hospital is receiving more and more testimonials from patients expressing their trust in the staff and doctors, and their satisfaction with the care and service they receive there.

Professionalizing operations
Always prioritizing the patient in all hospital activities, the hospital not only focuses on improving the style and attitude of its medical staff in serving patients but also strives to professionalize the reception, examination, and treatment processes to best meet patient needs.

The hospital's customer service team is always dedicated to welcoming and guiding patients through the procedures quickly and efficiently. Photo: Cung Nguyen

The hospital has organized its departments, from patient reception and fee collection to medication dispensing, examination, and paraclinical procedures, into a sequential, one-way process. To facilitate the examination process, the hospital has implemented an online or telephone appointment scheduling service, shortening and saving patients time compared to the previous long queues for registration.

The hospital applies information technology, connecting all departments and wards to the internet, creating uniformity and a scientific approach in implementing professional procedures as well as managing and monitoring all hospital activities. The waiting area is spacious, providing patients with a place to rest while waiting for their examination procedures.

In all departments, wards, and corridors of the hospital, there are directional signs; the signs are marked with different colors to facilitate patients in easily and quickly conducting examinations. The hospital publicly displays the hotline number in a prominent location so that patients can easily access and contact them when needed.

The hospital's medical staff are always dedicated to caring for and serving patients. Photo: Cung Nguyen.

To cultivate the increasingly disciplined and professional service style and attitude among hospital staff, doctors, and nurses as seen today, according to Ms. Nguyen Thi Van, Head Nurse of Cua Dong General Hospital, the hospital has regularly organized training sessions for its staff on communication skills, ethical standards, and codes of conduct for medical professionals. This aims to encourage each staff member and Party member to uphold a sense of responsibility, correct their work style and methods, and foster a close, friendly, and enthusiastic approach towards patients.