Establishment of the patient experience Department (PXD): Enhancing the Healthcare journey for patients at FV Hospital

With the goal of providing comprehensive care services and prioritising patients, FV Hospital – one of the first hospitals in Vietnam to achieve the Joint Commission International (JCI) accreditation – places equal importance on medical expertise, state-of-the-art equipment, and the overall patient experience.

Over the years, FV Hospital has earned the trust and appreciation of thousands of patients. According to a satisfaction survey conducted by CIMIGO, a respected market research firm, 81% of patients who used FV’s services expressed complete satisfaction. This survey underscores FV’s ongoing commitment to enhancing the patient experience. To further elevate service quality, FV Hospital has officially established the Patient Experience Department (PXD). This new department is dedicated to advancing how patient feedback is received and responded to, with the goal of continuously improving the patient care journey and ensuring an outstanding experience for all FV visitors

The Patient Experience Department will undertake several key roles, including:

• Comprehensive Patient Support: PXD will serve as a “Guide” for all patients, their families, and visitors, offering personalized attention and a warm welcome throughout their hospital experience.
• Enhancing VIP Patient Care: PXD will prioritise listening to and tailoring services for VIP patients, ensuring a more fulfilling experience for those who regularly choose FV Hospital for their care.
• CRM Program Participation: PXD will collaborate with relevant departments to train frontline staff on creating a positive first impression and refining patient communication skills. The department will also continually improve processes and closely oversee the patient journey to identify areas for enhancement and implement timely solutions.

FV Hospital is dedicated to consistently listening to patient feedback and continuously enhancing healthcare services, ensuring that every consultation and treatment visit is a comfortable, safe, and memorable experience. The Patient Experience Department (PXD) will be instrumental in this effort, strengthening FV’s reputation as a leading international hospital with high-standard healthcare services, and ensuring that every patient feels cared for and valued.