CRM team of July 2026

On the afternoon of 18 August 2026, the Healthcare at Home and Telemedicine Centre was recognised as the Outstanding CRM Team for July 2026. Ms Phan Hai Yen, Patient Experience Manager, and Ms Nguyen Khanh Ly, Digital Marketing Team Leader, representing the CRM Board, presented the award to the team on the ground floor of Building F.

Established during the COVID-19 pandemic, the Centre is one of the relatively new service models at FV and in Vietnam. After nearly six years of operation, July 2026 marks the first time the Centre received CRM recognition.

Dr Trinh Van Hai, Specialist Level I, Head of Accident & Emergency, shared: “This recognition is a great encouragement. Although our team members work across different roles and locations, everyone contributed to this achievement.”

Behind every home-care case, a multidisciplinary team works behind the scenes, including doctors, pharmacists, nurses, midwives, physiotherapists, medication and meal delivery staff, as well as administrative and care coordination staff. The Centre serves diverse patient groups, ranging from older adults and patients requiring long-term care to those receiving end-of-life care, as well as mothers and newborns who require care at home.

Ms Nguyen Thi Huong, Healthcare at Home and Telemedicine Centre Manager, vividly described the nature of their work with a relatable image: “bringing the entire hospital into the patient’s home”. Before each visit, the team assesses the patient’s needs, arranges staffing and prepares medical supplies, develops care plans, provides cost estimates, and completes necessary procedures. Only when everything is ready does the team set off for the patient’s home.

Coordination demands initiative, accuracy, and flexibility, from tracking schedules, assigning staff, arranging transport, to preparing contingency plans. The Centre is particularly busy before and after public holidays and Tet to ensure continuity of care. The team prepares thoroughly so patients can return home with peace of mind, while swiftly responding to increased care demands after holidays. In the coordination office, phones ring constantly with requests for confirmation and arrangements. Despite the busyness, the workspace remains neat and organised according to 5S standards.

The CRM recognition for July 2026 stands as proof of the team’s persistent efforts and effective collaboration. The FV Family hopes this award inspires the team to continue providing high-quality care experiences to patients, whether in hospital or in the comfort of their own homes.