The “hospital of choice” has consistently improved its services and facilities.
Samitivej Hospital is a respected fixture in Thailand’s healthcare sector, having been operational for four decades. Over the years, it has continued to improve its services based on the founders’ objective to bring the best doctors and nurses together, provide advanced healthcare technology, and offer the best medical care possible. With several achievements under the belt, the institution has received the Hospital of the Year (Thailand) award at the Healthcare Asia Awards 2020.
First, the hospital maintained its vision as a “hospital of choice for stakeholders” and retained staff doctor engagement at above average level. The doctor-nurse empathic score was 90% and net promoter score exceeded 95% in 2019. Under the hospital’s NewLife Fund, 191 major surgeries were conducted on underprivileged children. Return on assets was 17.4% and return on equity was 25%, which were ranked first in the market.
Second, Samitivej Hospital is ensuring its agility by responding to customer pain points, achieving 60% reduction of waiting time with the Samitivej Plus application and a 99% satisfaction rate for Samitivej PACE (which assists patients in preparing for pre- and post-surgery).
The Samitivej Plus app allows customers to set appointments, access medical records, pay hospital bills, and view queue positions. Samitivej PACE enables families to view the status of surgical procedure on their smartphone, thus reducing worries while the patient is in the operating room.
Furthermore, through the Samitivej Virtual Hospital, patients have access to 24-hour teleconsultation, reducing the likelihood of infection during the COVID-19 outbreak and lessening worries when a medical consultation with a doctor is needed.
Implementing the “B5F” concept has enabled the hospital to identify stakeholders’ pain points and respond accordingly. Focus, forecasts, fast response, flexibility, and the ability to foresee opportunity and risk are the key elements of this new strategy. By working in an agile manner while delivering excellent services, the hospital is developing an identity, which may become a new culture that is compatible with people’s needs in the digital age.
Lastly, as a valued organisation, Samitivej Hospital launched an illness prevention campaign through “Total Health Solution Program,” whilst also promoting the importance of self-care practices. For instance, with the newest colonoscopy technique, it is the only hospital that can detect cancer early 2–3 times more accurately than the previous procedure. Specifically, 46% polypectomy was found, reducing the chance of cancer development and helping reduce healthcare costs for patients. Ultimately, for all stakeholders, being healthy means being able to contribute to the country’s development.
This is the path to sustainability, Samitivej aims to be “Organization of Value” to stakeholders rather than “Organization of Success”.
Since its inception, the group has added five hospitals in different parts of the country, namely Samitivej Srinakarin on the east side of Bangkok, a 154-bed facility near Suvarnabhumi Airport; Samitivej Sriracha, a 138-bed facility located in the industrial area near the Laem Chabang port and the resort town of Pattaya; Samitivej Thonburi, which provides medical and public health services in Thonburi district with 150 beds; Samitivej Chonburi, a 57-bed facility that serves the eastern region, providing emergency services and timely delivery of specialised health care; and Samitivej Children’s Hospital, the first of its kind in Thailand.
The group’s most recent award proves that the hospital lives up to its name, which means “an assembly of doctors,” inspired by the purpose of holistic care for patients and their families.
Watch the interview below to know more about their winning strategy:
The Healthcare Asia Awards 2020 was held virtually on 14-17 April 2020.
This year's nominations were judged by Chris Hardesty, Director, Healthcare & Life Sciences Practice, KPMG; Abhay Bangi, Partner, Life Sciences & Healthcare Lead, Ernst & Young; Tan Boon Kai, Partner, Audit & Assurance, BDO LLP; Mairin Reid, Director, Life Sciences & Healthcare, Deloitte.
If you would like to join the 2021 awards and be recognised as one of the most outstanding healthcare companies in the region, please email Julie Anne Nuñez at email@example.com
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