To improve the medical experience and enhance patient satisfaction, HeYou International Hospital Group recently held a Service Efficiency Improvement Training Camp, focusing on the patient and actively building “warmer medical services.”
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.
The training camp specially invited Dr. Zhao Liqun, a Doctor of Medicine from Central South University and a special researcher of the Academic Committee of the China Academy of Management Science. Dr. Zhao Liqun used a large number of detailed and vivid cases to explain in simple terms what service is, how to improve service capability, and how to create satisfactory service. Through etiquette demonstrations, scenario simulations, and other methods, she explained and guided the etiquette stance, image etiquette, and behavioral etiquette in medical scenarios.
Mobilization Speech by Liu Xiaofang, Deputy Director of the Management Committee and President
Liu Xiaofang, Deputy Director of the Management Committee and President of HeYou International Hospital Group, stated that the purpose of this Service Efficiency Improvement Training Camp was to improve the medical experience and continuously enhance patient satisfaction. At the same time, it aimed to develop service training courses, cultivate a core team of service training instructors, and form a service training system. HeYou will integrate the “patient-centered” approach throughout all aspects of medical services, comprehensively improving the comfort, intelligence, and digitalization levels of medical services, and promoting the formation of a Chinese-style modern medical service model that is more scientific in process, more continuous in mode, more efficient in service, more comfortable in environment, and more considerate in attitude.
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 care for patients as the center’ is not just a simple slogan; it is an action that 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 patients during the consultation process, conveying warmth to patients through quality service and improving consultation satisfaction.” The 37 “seed players” who participated in the training expressed that they had gained a lot. Next, they will spread 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 colorful, 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 comprehend, becoming practitioners and disseminators of quality service. They should spread service etiquette, service awareness, service concepts, and service skills, serve every patient diligently, effectively improve the patient’s medical experience, and fulfill the mission and responsibility of “HeYou People.”
Gain strength from learning, and adhere to the original intention 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 Public Welfare Trips, regularly organizing teams to provide free clinics in communities. HeYou Meihe Hospital has also actively launched evening clinic 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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