Comprehensive training programme at FV: A driving force in enhancing service quality for patients

At FV Hospital, service quality is defined not only by advanced medical technology or compliance with JCI-accredited standards, but also by the subtlety of human interaction. Every word, glance, and gesture from our healthcare staff plays a vital role in creating a supportive and reassuring care experience for our patients.

To strengthen this philosophy, FV has launched its largest-scale training programme in over 20 years, titled “Patient-Centred Care – Delivered with Heart and Vision.” This initiative targets all staff members, including doctors, nurses, and technicians, as well as frontline teams such as receptionists, medical secretaries, and information centre teams.

Improving Service Quality Through Every Individual

This programme is more than just a series of training sessions – it is a transformative journey aimed at shifting the service mindset and enhancing patient experiences across every operational touchpoint at FV. Developed in collaboration with UBEST Institute, a leading organisation in Neuro-Linguistic Programming (NLP) training, supported by a top-tier team of national and international experts, the programme adopts a multi-sensory practical approach. It incorporates modern thinking and communication models, including Customer Journey Mapping, Customer Experience Design, the VAK and BIFF communication frameworks, the Modality Concept, and the STAR feedback model.

The training programme is built on a multi-sensory, experiential approach, incorporating a range of modern thinking and communication models.

“This is the first time in years that our entire FV team has received such structured training, not just on understanding patients but also on internal customers: our colleagues,” shared Ms Pham Thi Thanh Mai, Chief Operating Officer. “It’s the foundation for each individual at FV to improve themselves and ultimately elevate the overall healthcare service experience.”
Ms Mai further emphasised that FV’s commitment to investing in people stems from the belief that exceptional healthcare service begins with empathy for those around us.

Ms Thanh Mai highlighted that FV Hospital’s comprehensive training programme is essential to improving the overall patient care experience.

During the training, each staff member is encouraged to reflect on their communication behaviours and habits, and to develop practical strategies for improvement – fostering more effective, empathetic, and solution-focused interactions. Group sessions are tailored by job functions, ensuring the content is relevant and directly applicable to each department.

After each training session, staff members are encouraged to reflect on the strengths and weaknesses of their communication habits, enabling them to identify areas for adjustment and improvement.

“What’s special about FV is the genuine openness of both leaders and staff. We’re not here to preach, but to engage in dialogue and collaboratively develop practical solutions to improve the patient experience,” shared Ms Yen Huynh, Training Specialist at UBEST.

Change Starts with the Realities of Daily Work

In each session, participants, from doctors and nurses to frontline staff, are encouraged to share real-life work scenarios. These cases are then analysed together to draw insights and develop more effective, patient-centric responses. The psychological principle known as the Peak-End Rule, which highlights the impact of emotional highs and how an experience concludes, is applied throughout. This helps staff recognise that sometimes a warm smile or a thoughtful word can offer patients reassurance, even during the most challenging moments of their treatment journey.

The course encourages FV staff to share real-life workplace scenarios, analyse them collaboratively, and develop more constructive and positive approaches to handle similar situations.

“This approach surprised me,” said Ms Nguyen Thi Hue, OPD Manager, who attended the first session. “The lessons and practices were highly realistic, helping me better understand patients’ emotions and expectations.”
She added that with her department’s diverse team having completed the training, they are now able to implement small process adjustments that can make a significant impact on patient satisfaction.

The enthusiastic participation of hundreds of FV staff across multiple sessions reflects the hospital’s commitment to internal transformation – from mindset to daily behaviour. With its structured design, fresh perspectives, and strong practical focus, the “Patient-Centred Care – Delivered with Heart and Vision” training programme is not just an HR initiative, it is a long-term strategic investment that reinforces FV’s leadership in Vietnam’s private healthcare sector.

The comprehensive training programme at FV has been enthusiastically embraced by staff and doctors across the hospital.

A truly healing experience involves more than just successful medical outcomes; it is built on trust, partnership, and human connection between patients and caregivers. The efforts invested in this training are gradually shaping a more complete treatment journey, one founded on clinical excellence, empathy, and a steadfast commitment to continuous improvement for the benefit of every patient.