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| Currently, there are more than 100,000 people registered for initial health insurance examination and treatment at Thai Nguyen International Hospital, an increase of 150% compared to 2020. |
Building a beautiful image
What is easy to feel when arriving at Thai Nguyen International Hospital is the spaciousness, cleanliness, and friendly atmosphere, meticulous from the smallest details: Smile to welcome guests, serious but not stiff posture, respectfully handing documents and papers to customers with both hands...
Few people know that to get those beautiful images is a process that the Hospital has been persistently implementing for many years and especially put into "framework" since the beginning of 2025.
With the spirit of "Each doctor is an image ambassador of the Hospital", TNH Hospital Group Joint Stock Company invited experts who had trained staff for a domestic airline to work at the Company to directly train and closely monitor every gesture and word of nearly 500 officers and employees of Thai Nguyen International Hospital and hospitals under the Company.
Not stopping at theoretical training sessions, the courses are designed to be practical right at the workplace, so that each physician can turn professionalism into a natural habit.
Doctor CKII Nguyen Thi Ha, Examination Department: Thanks to communication skills classes, I have learned how to dress up and become more confident when communicating with patients. That confidence helps me convey information more easily and makes patients feel more secure.
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| The professionalism of the staff of the International Hospital is reflected in their uniforms and service style. In the photo: The Hospital's customer service department. |
In order for all officers and employees in the Company in general and Thai Nguyen International Hospital in particular to seriously implement, TNH has issued a set of standards for appearance - behavior - communication. It clearly defines the roles and responsibilities of each position, creating a respectful and united working environment. Any conflicts (if any) are encouraged to be reported to the leadership for resolution, not allowing back and forth words to affect the image of the Hospital.
Dedicated service
At the International Hospital, each patient is not only a person who needs treatment but also a valued guest. That is why, from the reception style to the examination process, every step is carefully taken care of. The words of thanks and satisfied smiles of the patients are the measure of success that the Hospital always aims for.
Mr. Hoang Van Khanh, a patient in Trai Cau commune, shared: Today, I went to have my lungs examined so I had to do some tests, ultrasound and X-rays, but it only took about 2 hours to complete. The doctors and staff here are all very enthusiastic and careful, so I felt quite satisfied and at ease to leave.
Mr. Nong Ngoc Tay, Khang Thuong hamlet, Binh Yen commune, said: Every patient when going for a medical examination hopes to have sympathy and understanding from doctors and medical staff. When I came to the International Hospital, I felt that. Here, people who are examined are all enthusiastically guided by the hospital staff. In particular, the hospital also organizes health insurance examinations on Saturdays and Sundays, helping workers not to have to take time off work but still receive full health care.
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| Thai Nguyen International Hospital doctor examines postpartum health of pregnant women. |
To contribute to improving service quality, strengthening patient trust and satisfaction, the Hospital also set up a comprehensive camera surveillance system in work areas (this is also a way to protect staff from misunderstandings with patients if any). At the same time, it maintains channels to receive feedback from patients via social networks, phones and online platforms.
Through this, all feedback is received and processed promptly, ensuring the legitimate rights of patients and protecting officers and employees in the process of performing their duties.
After each medical examination and treatment, the hospital proactively calls to inquire and record patient feedback to improve service quality. Such valuable feedback is also the motivation for the team to continuously improve.
Comprehensive innovation
Along with improving appearance and style, the Hospital also pays special attention to training and improving the professional qualifications of the medical staff. In 2024 alone, nearly 200 TNH staff were sent for training, with a support budget of over 5 billion VND.
From resident doctors to young doctors graduating with excellent degrees, if they choose to work at TNH, they will all receive tuition and salary support, and comprehensive development opportunities. "We want every employee wearing the Hospital's uniform to be proud of where they work and confident in their own abilities" - General Director Le Xuan Tan emphasized.
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| A surgery at Thai Nguyen International Hospital. |
To accurately and objectively evaluate each person's contribution, TNH hospitals have applied a KPI system - a clear and public quantitative measurement index. Those who perform well are highly rewarded; those who do not meet the requirements have their bonus deducted, creating motivation for self-improvement. At first, there was a bit of pressure, but now it has become a habit, everyone wants to do well to serve better and earn higher income - Dr. Ha shared.
Thanks to that, the working spirit and attitude of the staff are increasingly positive, contributing to building the reputation of a sustainable private medical unit, contributing to the budget of more than 20 billion VND each year.
Changing the appearance, demeanor, and behavior of the medical staff not only helps Thai Nguyen International Hospital improve the quality of medical examination and treatment but also spreads cultural and ethical values throughout the system. This is a vivid demonstration of learning and following Ho Chi Minh's moral example: dedication, responsibility, wholeheartedness for the health and satisfaction of the people.
Source: https://baothainguyen.vn/y-te/202507/hanh-trinh-vi-su-hai-long-cua-nguoi-benh-a13324d/
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