Hospitality in Japanese standard health check-up Ningen Dock at Bernard Healthcare

Since its inception, Bernard Healthcare has determined to use expertise as the foundation for sustainable development, along with high-quality medical services and “personalized experiences” for customers. To do that, Bernard has applied the Japanese spirit of “Omotenashi - Serving with all the heart”.

Since 1995, the "white paper" of the Japanese Ministry of Health , Labor and Welfare has announced that healthcare is a service, which includes hard services (interior, waiting room, cashier, lobby...) and soft services such as response skills, work motivation, communication skills, especially hospitality.

Bernard Healthcare pioneers in bringing the Omotenashi spirit into high-end medical services in Vietnam through the Ningen Dock model.

Bernard not only focuses on building a detailed and in-depth examination process; a team of doctors and medical staff with extensive clinical experience and dedication to the profession; professional cooperation with Yamanashi University Hospital; but also specifically applies the spirit of "Omotenashi - Serving with all the heart" to customer care services. Thanks to that, Ningen Dock Bernard has reached the strict standards of expertise and meticulous culture down to the smallest details of the Japanese people, highly appreciated by the Japanese Ningen Dock Association and the preventive medicine community of this country.

Omotenashi in expertise

Specialist Ningen Dock Bernard spends a lot of time with each client (before, during and after the examination day). Specifically, the doctor will spend time reviewing the survey questionnaire before the client's examination day, noting the problems, risks or diseases being treated. From there, he will discuss in detail with the client on the examination day, adjusting the "personalized" examination package.

Associate Professor, Doctor CK2 Ho Thi Hong - Director of Ningen Dock Bernard Center shared: " Along with meticulous clinical examination and the implementation of specialized diagnostic imaging tests using modern equipment and machines, Bernard's customers will be assessed in detail about their current health status, and future possibilities will be predicted. Thereby, doctors and the Medical Council will plan comprehensive health care and monitoring plans and propose treatment measures if necessary in specific cases."

Ningen Dock Bernard is meticulous and attentive to every detail: welcome sign, "kit" (personal items) dedicated to each customer

Omotenashi in service

Every customer and patient when visiting Ningen Dock at Bernard is welcomed and cared for with all the dedication - thoughtfulness - professionalism. The examination process is designed according to the patient's medical history and living habits; convenient examination space, comfortable rest; separate medical equipment, ensuring hygiene and safety, avoiding the risk of cross-infection.

Ningen Dock guests enjoy a nutritious lunch at Bernard, provided by a famous Japanese restaurant in Ho Chi Minh City.

Improve customer satisfaction, make more difference

As part of the plan to develop human resources and continuously improve the quality of customer service to become different, Bernard Healthcare has just organized a training course to improve customer reception skills with leading Japanese experts.

Present at the training space of Bernard Healthcare (22 Phan Dinh Giot, Ward 2, Tan Binh District, Ho Chi Minh City), Ms. Kato Akane - Chairwoman of the Board of Directors and General Director of Akane Identities Training Institute - made a strong impression right from the first minute when she bowed deeply and slowed down, clearly showing her respect for the students in her training class in Vietnam.

Scene of Omotenashi spiritual training session with leading Japanese experts at Bernard Healthcare

The Japanese expert emphasized: "The foundation of providing high-quality medical services and customer satisfaction lies not only in adjusting the environment and honing techniques, but also in the impression of people (doctors, medical staff) from the moment they enter until the end of the examination session."

Ms. Nguyen Nam Phuong, General Director of Bernard Healthcare, also shared: "The Omotenashi spirit is built on customer service as happiness, which spreads to customers, helping customers feel secure and satisfied with Bernard's services and this training course is a stepping stone for us to not only maintain but also further develop the quality of service in the future."

Student Bernard received an Omotenashi certificate after the training session.

In medicine, the application of Omotenashi is highly valued because it is a factor that helps build trust between patients and doctors, contributing to the experience of 'Safe - Secure - Comfortable' . In 2023, the customer satisfaction rate at Ningen Dock at Bernard reached 85%, an increase of 20% compared to the previous year.

At Bernard Healthcare, the art of Omotenashi is expressed through every dedicated gesture such as calling to inquire, consulting, and instructing on health care before and after examination; planning examinations for each patient; providing separate tools and consumables for each customer.

Source: https://thanhnien.vn/omotenashi-long-hieu-khach-trong-kham-suc-khoe-tieu-chuan-nhat-ningen-dock-tai-bernard-healthcare-185241102102445311.htm