Severance Hospital has ranked first overall in the National Customer Satisfaction Survey (NCSI) selected by the Korea Productivity Headquarters for three consecutive years.
This is the first NCSI case in which a hospital won the first place for three consecutive years.
According to Severance Hospital on Monday, NCSI is an index that measures and quantifies satisfaction level evaluated by customers with experience in using products and services sold in Korea. This year, 334 companies surveyed.
There are 13 industries that have changed their No. 1 ranking and 17 industries that have increased their number of No. 1 institutions. As such, competition among companies and institutions for customer satisfaction is fierce.
Severance Hospital was highly praised for its "patient value management," which puts patient satisfaction as the top indicator of hospital management and pays close attention to everything patients experience in the hospital.
The Honey Sleep Project, which was launched in March 2021, is the representative program. One of the sleep sleep projects is to make and distribute thermal sleep bracelets and earplugs in packages to help hospitalized patients sleep well.
The purpose is to help hospitalized patients recover quickly and be discharged from the hospital by reducing the factors that interfere with a good night's sleep occurring in the ward.
The basis of Severance's patient value management is the voices of patients.
Patients receive feedback throughout all the processes they experience in the hospital. Hospitalization, outpatient, as well as emergency room treatment are also subject. The main opinions of the satisfaction survey results are regularly discussed at the hospital management meeting every week.
Another point of patient value management is digital. In order to continue to improve patient convenience, the My Severance mobile application is being advanced and AI voice bot is actively used.
Ha Jong-won, director of Severance Hospital, said, "The fact that we have outperformed the service industry in this survey is the result of advancing patient value," adding, "We plan to continue to find ways to improve all facilities and services by looking at them from the patient's point of view."
[WIKI KOREA=Cho Pil Hyun, Staff Reporter]
chop23@wikileaks-kr.org
