ANNUAL TRAINING AND BUSINESS TRIP TO JAPAN

15/01/2025

In November 2024, the staff of Japan International Eye Hospital had the opportunity to visit and learn at prestigious medical facilities in Tokyo (Japan). This is the hospital's annual training trip, aiming to create conditions for staff to experience and understand the spirit of Japanese medical services, thereby improving the quality of ophthalmology services, bringing a satisfactory examination and treatment experience to Vietnamese patients.

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Hospital staff attend training session on "Japanese Medical Service Standards"

This business trip to Japan was attended by Doctors, Nurses, and operational staff. During the 5 working days, the staff had the opportunity to visit and learn at:

  • Paris Miki Holdings Head Office - 100% invested and directly managed service quality at Japan International Eye Hospital.
  • Sagami Ophthalmology Center.
  • Kitahara Life Support General Clinic.
  • Kitahara Rehabilitation Hospital.
  • Paris Miki high-end eyewear stores in famous locations such as Shibuya, Harajuku, and Ginza.

Modern facilities and equipment at medical facilities in Japan

The staff participating in the business trip were all impressed with the very optimal and scientific design of the hospital/clinic space in Japan. Each area is arranged reasonably, saving space and avoiding overlap in the movement of patients and staff. This design style is also applied at the Japan International Eye Hospital, with a minimalist space but fully functional, ensuring the medical examination and treatment process takes place smoothly and helping patients move easily within the hospital premises.

The facilities are fully equipped with advanced machinery systems such as Optos Daytona fundus photography equipment, Constellation Vision system, Lumera 700 surgical glasses, etc. In particular, Sagami Eye Clinic owns the Callisto Eyes surgical support system, which helps mark the eye axis, increasing the accuracy and efficiency of cataract surgeries. Currently, Japan International Eye Hospital owns medical equipment similar to hospitals in Japan.

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Facilities and medical equipment at Sagami Eye Clinic

Omotenashi spirit in patient service style and attitude

In particular, the staff of Japan International Eye Hospital had the opportunity to participate in a training session with the staff of Sagami Ophthalmology Center on the service style and patient care according to the Omotenashi spirit with the guidance of Ms. Saito Asako - an experienced consultant from Senju Group. Omotenashi is a unique feature of Japanese culture and service industry, demonstrating the dedication, spirit of serving wholeheartedly with all sincerity and respect for customers in the process of providing services by Japanese people.

The training session provided valuable information, helping to improve the standards of working style and patient service attitude through the following criteria:

  • Pay attention to the dress, attitude and communication when receiving, guiding and exchanging information with patients.
  • Provide clear and transparent information about the medical examination and treatment process, along with specific examination times
  • Actively observe and grasp the needs of patients, predict and respond before patients request, in order to bring the highest satisfaction.
  • Guide patients carefully and meticulously, avoid causing a feeling of insecurity, and especially support special groups such as children, the elderly, pregnant women and people with disabilities.
  • Ensure that medical equipment is cleaned and sanitized carefully before being used on each patient.
  • Apply the Kaizen philosophy (continuous improvement) to constantly strive to improve service quality and bring maximum satisfaction to patients.

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The staff of Japan International Eye Hospital are trained in the service style and patient care in the spirit of Omotenashi

After the training course, the staff of Japan International Eye Hospital learned an important lesson: “To become an ideal ophthalmology facility according to Japanese standards, each medical staff member needs to be dedicated and responsible, always listen to patient feedback and ask themselves the questions “How to improve the service?”, “What is the best way to solve the patient’s problem?”. This is also the foundation for building a patient service style at Japanese medical facilities and the art of customer care in the spirit of Omotenashi.”
Master, Doctor Nguyen Duc Quang shared: “Although the 5-day trip was not too long, we have acquired a lot of valuable knowledge, not only about advanced treatment technology but also about working style, attitude and discipline, which helps bring positive experiences and optimal treatment results for patients.”

Nurse Hoang Thi Dung emphasized: “Omotenashi spirit is our hospital's service standard, helping to change the patient's examination experience from anxiety to peace of mind and trust."

The business trip and study trip to Japan helped the staff of the Japan International Eye Hospital deeply understand the motto of "For patients and the future of patients" and apply the values ​​from Japanese service culture to medical examination and treatment activities in Vietnam.