FV Hospital has recently introduced a new Hospital Navigators unit in high-traffic areas. This initiative, a collaboration between the Client Solution & Consultancy Department (CSCD) and the Patient Experience Department (PXD), helps patients and their relatives navigate the hospital safely and comfortably, ensuring a seamless care journey.

Always Ready to Support Patients

Hospital Navigators are stationed at key locations, including Level 2 of the F Building, several floors of the V Building, and multiple points in the main lobby. Beyond welcoming patients and visitors, they act like pilots guiding the way: directing patients to the correct department or clinic, coordinating records, and proactively identifying issues to provide timely support.

From the main lobby to each department, our Navigators are always ready to assist, ensuring a smooth and reassuring patient experience at FV.

According to Mr Pham Ngoc Huy, Head of the Client Solution & Consultancy Department (CSCD), the initiative was driven by the need to strengthen connections between patients and the hospital, particularly in busy areas. He believes that the Hospital Navigator team helps reduce confusion during visits. “What we always wish for is that any patient stepping into FV feels there is someone ready to support and guide them,” Mr Huy emphasised.

Some initial challenges have included handling multiple requests at one time and maintaining timely assistance during peak hours. To prepare for this role, team members receive training in communication and problem-solving, and many are experienced staff members with in-depth knowledge of FV’s layout and processes.

Beyond their dedication, Navigators are professionally trained to deliver effective, considerate support.

Each Navigator is assigned clear objectives, including supporting a minimum number of patients per shift, as well as identifying recurring “bottlenecks” in their assigned areas. These insights build a more detailed view of the patient journey at FV, and provide actionable data to drive practical improvements in care quality.

Every FV Staff Member as a Hospital Guide

In the pilot phase, Navigators work in two shifts: mornings (07:00–11:00) and afternoons (13:00–16:00). Monthly staffing lists are shared by CSCD and PXD with relevant departments to ensure smooth coordination.

This Navigator initiative is a joint effort between CSCD and PXD to improve patient support.

Ms Phan Hai Yen, Patient Experience Manager (PXD), noted that, similar to the existing Patient Services Clerk team, Hospital Navigators are often the first point of contact when patients arrive at FV. A strong first impression increases comfort and access to care, making the role more meaningful than simply giving directions.  “The key is that patients feel genuine care from the very first moment they set foot in FV,” Ms Yen shared.

Many situations show the value of Navigators in practice: proactively handing out queue numbers to prevent congestion at the blood collection area; personally escorting elderly patients to clinics instead of pointing from a distance; and promptly contacting nurses when they notice patients who had not yet received scheduled assistance. These seemingly small actions make a significant difference, bringing peace of mind to both patients and their families. 

This new initiative has already made FV’s services more accessible to many patients.

Looking ahead, both departments agree that this new unit will become a true bridge between patients and the hospital. The aim is that every patient visiting FV will have a Navigator as a companion from arrival to departure, feeling safe, valued and understood.