On 16 May, FV Hospital officially launched its most extensive training programme to date, centred on the theme of “Patient-centred care.” This marks a key milestone in FV’s ongoing commitment to enhancing service quality and delivering exceptional care for every patient.

First training session welcomes enthusiastic participation from FV managers.

Speaking at the opening of the training series, Ms Pham Thi Thanh Mai, Chief Operating Officer, shared: “We are investing in our people because every staff member is a vital link between FV and our patients. This is an excellent opportunity for us to gain new perspectives and continuously improve, with the ultimate goal of achieving even greater patient satisfaction.”

Ms Thanh Mai also emphasised that over nearly two decades, FV has remained at the forefront of medical innovation in Vietnam, not only through advanced clinical techniques, but also by delivering personalised healthcare experiences for every patient. This training initiative aims to further strengthen every employee’s commitment to innovation and reinforce FV’s service culture – one rooted in patient experience, where every individual feels understood, cared for, and respected.

Ms Thanh Mai hopes that every FV staff member will recognise the importance of this training programme.

The first training sessions were lively and highly interactive, led by top-tier customer experience experts from Vietnam and Southeast Asia. Participants explored essential concepts such as “Customer Persona” and “Customer Journey Mapping,” gaining deeper insight into how patients interact with the hospital at every touchpoint – and learning how to enhance those interactions.

Training expert Mr Nguyen Duong shared: “Each session is uniquely designed around real-world applications and hospital-specific scenarios. Our goal is to help every FV employee truly understand the vital role they play in delivering an exceptional patient experience.”

Trainer Mr Nguyen Duong, one of the experts leading the training programme.

The training session focuses on practical application, enabling participants to apply their knowledge to real-life scenarios.

The programme prioritises hands-on learning, allowing participants to apply key concepts to real-life situations within the hospital setting. Ms Nguyen Thi Hue, OPD Manager, shared her thoughts after the first session: “I was genuinely surprised and excited by the ‘customer experience’ concept. The training helped me reassess several ongoing issues at FV, and I’ve already come up with some potential solutions.” Workshops were conducted in group settings, bringing together team members from various departments and specialties. This multidisciplinary approach encouraged diverse perspectives and led to the development of innovative ideas to address shared challenges.

In a communication training session tailored specifically for doctors, Training Specialist Dr Sebastien Leblond guided FV’s medical team through key steps to initiate effective, patient-centred conversations. “The programme is very engaging and easy to grasp. I’ve been able to apply several communication techniques in my daily work, especially when explaining surgical procedures to patients,” shared Dr Tran Luong Anh, Specialist Level II from the Neurosurgery & Spine Surgery Department.

The first class in the training series was met with an enthusiastic response from participants

FV has always prioritised professional development for its doctors to ensure the highest quality of care for patients.

This training programme is ongoing, with many engaging sessions to come. FV believes that with the enthusiastic participation of its frontline staff, those who interact directly with patients, the programme will not only enhance individual skills but also strengthen FV’s reputation as a trusted, patient-centric healthcare provider.