Officially launched on October 15^th, 2024, the Information & Appointment Centre (IAC) at FV Hospital, an advanced evolution of the former FV Call Centre, is steadily becoming a vital link between the hospital and its customers. Tasked with handling appointment bookings, providing information, and issuing service quotations, the IAC has already proven to be an indispensable asset in enhancing the customer experience within its first few months of operation.

Inside the Hospital’s “Information Brain”

Established with a modest team of six hotline staff and two online service staff managing social media channels, the IAC quickly expanded by onboarding personnel from various departments across the hospital. The team now comprises 11 staff members and is currently recruiting and training to reach its target size of 14.

The IAC operates 365 days a year, from 7:00 AM to 7:00 PM. Each agent manages two phone lines, external and internal, requiring strong communication skills and the ability to process information quickly. On average, the centre handles over 700 requests per day, including medical service inquiries, cost estimates, and most importantly, direct appointment scheduling for patients.

The bustling and continuous workflow at the Information & Appointment Center (IAC) – where each call serves as a vital bridge between the hospital and the patient.

The biggest challenge faced by the team is time pressure – delivering concise, accurate responses while managing a massive volume of diverse information. “In addition to frequently asked questions, our team needs to be familiar with insurance details, provisional pricing for hundreds of services, and the latest promotional programmes,” shared Ms Tran Thi Lan Phuong, Front Office Manager.

For appointment scheduling, the primary challenge lies in mastering the consultation schedules of more than 150 doctors, along with understanding departmental procedures, triage protocols, how medical secretaries manage calendars, leave updates, and individual working preferences. As this process is still relatively new, initial collaboration between IAC and medical secretaries was challenging due to differing workflows. However, the situation is steadily improving, and IAC staff are now able to independently schedule appointments for over 70% of the hospital’s specialities. “We plan to conduct shadowing sessions with medical secretaries so IAC staff can learn directly and further refine the booking process,” added Ms Lan Phuong

Collaborative training with the medical secretary team is paving the way for a more seamless appointment booking process.

Despite the pressure, technological and procedural improvements have significantly reduced missed calls and improved the quality of information provided. For example, the introduction of a “callback process” has cut missed calls by 40%, while caller ID technology enables staff to recognise patient numbers, allowing for quicker resolution and increased customer satisfaction. These early results highlight the tireless dedication and impact of this newly established team.

Every Call, A Moment of Care

Behind each call or appointment email handled by the IAC is a team of more than 10 dedicated professional staff and supervisors. Their daily responsibilities extend beyond information handling and scheduling – they serve as empathetic bridges between the hospital and its patients.

One female patient enthusiastically shared her appreciation for the new system: “I used to have to wait for my call to be forwarded to the doctor’s secretary, sometimes waiting a long time or needing to call back several times. Now, it’s so much easier – I just call the appointment centre,” she happily shared over the phone.

Of course, not all calls are pleasant or easy to handle. Still, each resolved case brings a sense of fulfilment to the IAC team. Tieu Khuong, a senior staff member, shared that their role goes beyond providing accurate information or directing queries – it’s also about building trust in patients, offering them reassurance, or sometimes simply being a supportive listener during their recovery journey.

According to Ms Tieu Khuong, beyond being connectors, IAC staff also offer empathy and help build trust with patients.

According to IAC’s experienced staff, key skills for this role include staying calm under pressure, managing emotions, and communicating clearly, professionally, and with warmth. “Many patients, especially elderly ones, call not just for information but also to talk and open up. The challenge lies in providing accurate information and reassurance, while also managing time effectively so other calls aren’t kept waiting,” explained Ms Yen Nhi, IAC Supervisor.

Continuous support from management plays a key role in helping IAC staff grow and refine their essential skills.

Looking ahead, Ms Lan Phuong shared that the IAC will focus on finalising its staffing and workflow processes. This includes updating and completing training materials, as well as strengthening coordination between departments and the IAC through joint training sessions and on-site observations. In parallel, FV is planning a series of initiatives aimed at enhancing the patient experience – making healthcare services more accessible and reducing wait times at the hospital.

The establishment and successful operation of the Information & Appointment Centre (IAC) reflects FV Hospital’s commitment to continuously improving service quality. Moving forward, the centre will continue to refine its operations, providing greater convenience and professionalism in every interaction with patients and customers.