In the current era of economic development, rising living standards have led to increasingly high demands and expectations regarding the quality of healthcare and medical services. The competition in professional conduct, attitude, and service quality within the private healthcare sector serves as a catalyst for public healthcare facilities to shift their mindset and adopt comprehensive patient care methods. Customer care activities within hospitals are essential for building professional service standards, contributing to enhanced patient satisfaction, and establishing institutional reputation. Furthermore, as the network of private hospitals and clinics continues to expand, every facility aims to attract and retain patients while maintaining long-term relationships. Consequently, customer care has become a critical factor in building brand identity and strengthening competitive positioning in the market.
OBJECTIVES: Upon completion of this course, healthcare professionals will be equipped with the following knowledge and skills:
Recognize the role and importance of customer care in healthcare facilities.
Apply experiences from customer care practices in South Korea to healthcare activities at their respective facilities.
Execute fundamental skills for managing dissatisfied customers.
Demonstrate professional communication with customers.
COURSE CONTENT
Understanding hospital customers
Our customer care strategy
Basic etiquette and conduct with patients and within the hospital environment
Analysis of the customer journey map
Fundamental skills for managing dissatisfied customers
Developing customer communication methods
DURATION: 02 days (April 13-14, 2024)
TARGET AUDIENCE: Physicians, nurses, and trainees working in healthcare facilities with an interest in the subject.
METHODOLOGY:
Theoretical lectures
Case studies
Group discussions and student presentations
Roleplay practiceTUITION FEE: 1,500,000 VND/person
CERTIFICATION: Upon completion of the course, participants will be awarded a certificate by the School of Preventive Medicine and Public Health (SPMPH), Hanoi Medical University.
COURSE INSTRUCTORS:
PhD. Won Jae Lee, Gachon University, South Korea
- Specialization in customer care
- Development of medium and long-term healthcare projects for overseas Koreans.PhD. Hyun Joo Kweon, Gachon University, South Korea
- General Director of the Korean Public Health Association, Kyunggi Branch
- Director of the Korean Hospital Management Association
- Director of Internal Affairs, Senior Business Association
- Director of the Korean Aesthetic and Art AssociationPhD. Sook Shin, Gachon University, South Korea:
- Expert in Management and Planning
- Executive Director of a Daycare Center in South Korea
- 23 years of practical experience in customer care.PhD. Kyeongsu Kim, Gachon University, South Korea
- Manager of Inpatient and Outpatient Groups at healthcare facilities
- Healthcare Manager
(Note: The course will be interpreted over the 2 days)
VENUE: Hall of the School of Preventive Medicine and Public Health (5th Floor, Building A7), Hanoi Medical University.
Bank Transfer Information: Beneficiary: School of Preventive Medicine and Public Health. Account Number: 1221.0000.553.690 - Bank: Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV), Ha Thanh Branch.For invoice information, please contact accountant Luong Thi Huyen Phuong - 0965.521.976
For further information, please contact:
PhD.Lai Thi Minh Hang: 0969985648MSc.Nguyen Thi Diem Huong: 0384051038
School of Preventive Medicine and Public Health (SPMPH)
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