As one of Vietnam’s pioneering hospitals accredited with international JCI medical quality standards, FV Hospital is dedicated not only to treatment expertise and advanced medical equipment but also to enhancing the patient experience journey. This commitment, a cornerstone of trust and satisfaction, has been upheld for over 20 years. To further this goal, the Patient Experience Department (PXD) was established as a key component of the hospital’s sustainable development strategy.

With the motto “patient-centred care,” FV continuously innovates to meet growing healthcare demands while prioritising safety and satisfaction. As part of this effort, the former Guest Relations Department has been “upgraded” to the Patient Experience Department, with an expanded mandate to drive service quality improvements at FV.

Ms Phan Hai Yen, Patient Experience Manager, shared: “Previously, FV already had customer care policies and programmes in place. Therefore, the main task of PXD is to further develop these activities and improve certain training programmes with guidance from the Thomson Medical Group.” Recently, the Patient Experience Department has been enhancing activities such as supporting and following up with outpatients, revising the customer care skills training framework in the Orientation Programme, and more.

To ensure improvement ideas and feedback are implemented promptly and effectively, FV has established a new Customer Relationship Management (CRM) Council. The Council comprises 12 members, including managers from various departments, with Ms Thanh Mai (Chief Operating Officer) as the Chairperson. Meeting monthly, the Council aims to advance CRM programme development and implement training plans to optimise the hospital’s service quality.

Building on the initial directions set by the new CRM Council, PXD is focusing on team development and proposing service improvement plans, with a particular emphasis on personalising outpatient care. PXD staff will closely monitor the patient’s treatment journeys to provide timely and accurate support. Enhancements to the customer care skills training programme include developing training for new employees, implementing ongoing training for dedicated staff, organising learning sessions with both domestic and international experts for those frequently interacting with patients, and more. “These efforts aim to bring positive changes, enhancing staff awareness of the importance of customers to an organisation, while patients will feel the genuine care and attention from the FV team,” said Ms Yen.

Moreover, the smooth operation of the Patient Experience Department relies heavily on the support from colleagues across all departments. The cooperation of FV team members ensures timely and effective resolution of issues, fostering a professional and cohesive work environment.

In today’s environment of increasing demand for high-quality healthcare services, the Patient Experience Department embodies FV’s commitment to continuous improvement and innovation in service quality. These efforts aim to provide the best possible experiences, strengthen patient trust, and further enhance the professionalism and efficiency of healthcare delivery.