With the motto “maximise the support for patients visiting FV Hospital.” During the construction of the new building, parking services including “satellite” parking lots, shuttle buses and valet parking service have gradually become familiar to everyone; with FV becoming the pioneer hospital in Vietnam for valet parking service for hospital patients and visitors.

Building services to meet the needs of patients and hospital operations

Over 7 months ago, the construction for the H building began, and since then, the valet parking service has become a highlight. It not only provides convenience for patients and relatives but also reflects our commitment to improve professionalism and provide the best standards of customer care.

Many customers have become familiar and satisfied with the valet parking service at FV.

“You drive, we park” is the succinct slogan of our valet parking service. Once you arrive with your car, FV staff will handle parking and ensure its safety in our designated parking lot. Currently, our car parking team consists of 24 members, divided into two working areas: the Lobby (from 6 am to 10 pm) and the Emergency Department (24/7). This team is also well organised, including supervising positions and shift leaders to ensure afficent working process.

Improvement through surveying and operation is the current approach to our valet parking service.

According to Ms Carina Oanh Hoang, Hospitality Services Manager, “Through a combination of practice and innovation, FV’s valet parking service follows a particular process aimed at ensuring customer satisfaction and convenience, while prioritising the safety of both customers and service team.”

Upon arrival at the hospital, our staff will receive, check, and confirm the condition of the vehicle, before providing a detailed acceptance note. After that, customers’ cars will be transported to a secure parking area located 10 minutes from FV.

Additionally, a “Buffer Parking” area has been designated to facilitate vehicle coordination. Since the average duration of a patient’s visit is approximately 2-3 hours, vehicles will be relocated to the “Buffer Parking” area after this time or upon notification from the cashier/ secretary. This allows our service team to promptly deliver the vehicle to the customer. The “Buffer Parking” also helps alleviate congestion during peak visitor hours.

Promoting a habit to use valet parking among patients and relatives

Ms Carina, who is responsible for implementing the parking service plans for customers and employees, mentioned the challenges in implementing this new service. However, despite the difficulties, the desired outcome has been achieved. The main challenge lies in establishing an efficient operational process while building trust among customers, encouraging them to adopt the habit of using the car parking service. Initially, the service recorded approximately 120 vehicle uses per day. After 5 months of implementation, the number of customers using this service has doubled to almost 300 vehicle uses per day.

Ms Carina commented, the valet parking service is a pioneering improvement in customer service and quality.

The most concerning risk is to ensure the safety of the customer’s vehicle. “We and the customer discuss and check the car to reach a consensus. This problem is resolved mainly based on trust in the service and we are continuously improving this”, added Ms Carina.

The Hospitality Services Department is currently applying a number of safety measures for vehicles and assets such as surveillance cameras, training reliable and professional staff, along with the staff management procedures. In addition, the process must also meet the high requirements of creating comfort and convenience for patients and relatives.

Shuttle bus between the motorbike parking lot and FV, another convenient support service

FV’s strength can be seen in the quality of medical services and in the high-class support services provided. Valet parking service, or shuttle bus service, has become a convenient and familiar solution for patients / relatives recently. It is the FV commitment to continuously improve and bring the best quality, whilst showing our effort in taking care and listening to the difficulties of patients / relatives and staff.