The training camp targeted key personnel from various departments including medicine, pharmacy, nursing, medical technology, customer service, logistics, and administration. The training curriculum included patient experience-oriented service capability enhancement, high-quality service connotation, doctor-patient communication skills and etiquette, as well as scenario-based training and correction.
Liu Xiaofang, Deputy Director of the Management Committee and President of HeYou International Hospital Group, stated that the purpose of holding this Service Efficiency Improvement Training Camp was to improve the medical experience and continuously enhance patient satisfaction. Simultaneously, it aimed to develop service training courses, cultivate a backbone team of service training instructors, and form a service training system. HeYou must integrate “patient-centeredness” into all aspects of medical services, comprehensively enhance the comfort, intelligence, and digitalization of medical services, and promote the formation of a Chinese-style modern medical service model characterized by more scientific processes, more continuous models, more efficient services, more comfortable environments, and more considerate attitudes.
The training camp was held from August 22 to August 25. “‘Safety and quality as the cornerstone; service and care as the foundation; respect and love for patients as the center’ is not just a simple slogan; it is an action we need to understand and implement in our daily work. We must use professional competence, warm greetings, and heartfelt smiles to build emotional connections with clients during the consultation process, convey warmth to patients through quality service, and improve consultation satisfaction.” The 37 “seed players” who participated in the training expressed that they had gained a lot. Next, they will sow the seeds of quality service awareness throughout the hospital and further promote service efficiency improvement.
Vice President Zheng Qijin stated in his concluding remarks that the training camp activities were rich and exciting, with high enthusiasm and serious learning from the participants. He hoped that the seed players would always remember the service tenet, learn, think, practice, and become practitioners and disseminators of quality service. They should spread service etiquette, service awareness, service concepts, and service skills, serve every patient diligently, effectively enhance the patient experience, and fulfill the mission and responsibility of “HeYou People.”
Gain strength through learning, and stay true to the original aspiration in practice. Recently, HeYou has not only conducted service training on “Improving the Medical Experience and Enhancing Patient Satisfaction” and actively built a humanized medical service model, but also continuously carried out public welfare activities such as HeYou Charity Walks, regularly organizing teams for community health consultations. HeYou Meihe Hospital has also actively launched evening consultation services, with multiple departments providing one-stop services for patients, continuously improving patient satisfaction and creating higher quality, warmer, and more considerate medical and health services.
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