Customer Care Team

Hai Phong International General Hospital is committed to delivering high-quality healthcare services to every patient. This commitment is reflected in the standards and values that the hospital has established and upheld throughout its development and growth.

Guided by the principle of “Patient-Centered Care,” the CUSTOMER CARE TEAM is one of the hospital’s key strengths. The team is continuously trained and developed to enhance service quality, serving as an important bridge between the hospital and its patients. With professionalism, dedication, and a genuine commitment to listening, our staff are always ready to support patients throughout their healthcare journey—from providing information and guidance on procedures to receiving feedback and addressing any questions or concerns.

We understand that every patient has unique needs and circumstances. Therefore, we are committed to providing attentive, timely, and compassionate support at every stage of care. Our goal is to create a safe, comfortable, and trustworthy healthcare experience for every patient and their family.

The Hospital’s Customer Care Department is a specialized unit operating under the direct supervision of the Board of Directors and is entrusted with overseeing all customer care activities across the entire hospital system. The CUSTOMER CARE TEAM consists of professionally trained staff with a strong understanding of medical knowledge and the hospital’s healthcare services, enabling them to effectively answer inquiries, receive feedback, and process information promptly and accurately.

The Customer Care Department is responsible for addressing patients’ and customers’ inquiries, concerns, and feedback. Our customer care staff are always ready to listen attentively, acknowledge every opinion, and provide prompt and positive solutions. These valuable insights help the hospital continuously improve service quality and further enhance the overall patient care experience.

– Patient registration and appointment services, guidance for diagnostic and laboratory procedures, and assistance with inquiries related to health insurance coverage and healthcare services.

– Providing clear guidance and explanations regarding medical procedures and the patient journey from the moment of arrival, including queue registration, clinic check-in, diagnostic testing, payment procedures, and medication dispensing.

– Follow-up appointment reminders delivered via text messages to support continuity of care and treatment adherence.

– Priority registration assistance for elderly patients, children, pregnant women, and patients with disabilities.

– Wheelchair support services are available to assist patients with mobility difficulties and individuals with disabilities in accessing consultation rooms and other clinical areas throughout the hospital.

– Providing accurate and timely information and consultation regarding the hospital’s healthcare services, medical examination packages, home specimen collection services, online appointment booking, and other patient support services.

– Assisting patients with outpatient consultations and inpatient admissions through direct billing and medical guarantee programs, supporting payment procedures, and providing dedicated assistance for international patients seeking medical care at the hospital.

WORKING HOURS

– Monday to Sunday (excluding public holidays): 7:15 AM – 5:00 PM

– Outside of regular working hours, patients and customers are kindly requested to contact the hospital’s 24/7 Customer Care Hotline at (0225) 3 955 888 for timely assistance and support.