"OMOTENASHI" CULTURE IN JAPANESE STANDARD MEDICAL SERVICES

“Omotenashi” is a characteristic of the art of customer service in Japan, aiming to surpass conventional service standards and put customer interests first. Invested and managed by Paris Miki Holdings Group, Japan International Eye Hospital is the first unit to bring "omotenashi" ophthalmology service in Vietnam, helping patients have an examination and treatment experience entirety.

What is “Omotenashi”?

“Omotenashi” is roughly understood as hospitality, serving customers with all your heart. This term originates from the tea ceremony in Japan, when servers can take up to a year to meticulously prepare every detail for a tea ceremony. After a long period of formation and development, "omotenashi" became a characteristic feature of service culture in the "land of cherry blossoms", popularized in other fields such as restaurants - hotels, tourism, medical, etc.

In Japan, the art of customer service is divided into 5 levels from low to high:

• Level 1 “Moral”: Be ethical in providing products and services, do not deceive customers.
• Level 2 “Manner”: Have a proper demeanor with customers.
• Level 3 “Service”: Has a thorough process and clear standards in customer care.
• Level 4 “Hospitality”: Has a thoughtful, hospitable service style, bringing positive energy and happiness to customers.
• Level 5 “Omotenashi”: The art of top-notch customer service, paying attention to every small detail with sincerity, exceeding prescribed standards and bringing unexpected values.

The “omotenashi” culture in Japan is admired and deeply impressed by international tourists. This is the guideline and goal that many Japanese businesses aim for. In Vietnam, Japan International Eye Hospital is a pioneer in providing medical services with "omotenashi" culture with the motto "For patients and their future".

“Omotenashi” medical service at Japan International Eye Hospital

Thorough medical examination and treatment process

Japan International Eye Hospital owns medical examination and treatment procedures according to Japanese medical standards. Every step of the examination to the surgical process that the patient undergoes is carefully researched and calculated by the staff, openly discussed with domestic and foreign experts, and carefully tested before being included. In fact, it helps patients restore optimal and safe visual quality.

• Comprehensive, in-depth eye function test (vision, intraocular pressure, retina,...) with modern machinery system, providing the most accurate results, assisting doctors in assessing eye condition, From there, appropriate treatment recommendations can be made.
• Preoperative preparation is calculated in detail and carried out closely (antiseptic and numbing eye drops, blood and urine tests, electrocardiogram, etc) to ensure patient safety.
• Medical staff accompany and guide patients through each step of examination with a smart appointment booking system to help the medical examination and treatment process go smoothly and conveniently, minimizing waiting time for patients.

At the same time, the medical examination and treatment process is also regularly adjusted to optimize the examination and treatment experience for patients.

1:1 private nursing

Patients can come for eye examinations and surgeries without needing relatives to accompany them because there is always a personal nurse accompanying them 1:1 from the moment they enter the hospital door until they leave. At Japan International Eye Hospital, each nurse is committed to putting the patient's interests first and serving with all their heart.

• Accompany and care for patients (serving meals, supporting personal activities) throughout the treatment process.
• Listen and share concerns with the patient, bringing a feeling of comfort and familiarity like at home.
• Answer questions, encourage and advise patients before surgery.
• Empathize and provide special support to the elderly, children, and pregnant women such as guiding patients, patiently explaining medical examination and treatment steps, etc.

The medical staff understands customers

Faced with a lot of spread ophthalmic information, patients may feel confused, not knowing what disease they have, what method they should use to treat it, and fear that the treatment will not go smoothly.

Understanding that psychology, the team of doctors and consultants at Japan International Eye Hospital always puts themselves in the patient's shoes; transparently provide all medical information, including the rate of even the smallest complications; Dedicatedly answer all questions and help patients choose the treatment plan that best suits their eye condition and personal financial ability.

👉 Register for an eye examination at Japan International Eye Hospital with costs from only 180,000 VND: https://jieh.vn/en/make-an-appointment.

Hospital space

Medical examination and treatment space plays an important role in mental health as well as visual quality for patients. Family members and patients will feel comfortable when coming to the hospital because every small detail is carefully taken care of:

• Medical staff always ensure the space is clean, has comfortable chairs, drinking water and a magazine reading area for visitors.
• The restroom area is cleaned every day, providing full amenities with a standing bathroom, locker, makeup remover,...
• The operating room uses odorless medical alcohol, thereby not causing discomfort or insecurity to the patient. All consumables such as microsurgical knives, drugs, and solutions are replaced for each patient.
• Green plants and decorative flowers are changed seasonally.
• The view overlooking West Lake and Truc Bach Lake creates a feeling of relaxation and peace for patients after each examination and treatment.

Privacy security

Securing personal information and respecting customers' decisions are things that many people care about when using medical services. At Japan International Eye Hospital, patients will have optimal medical examination and treatment history kept confidential with an advanced electronic system, medical staff will not disclose patient information to any third party. In particular, patients will be relieved of their worries about having to provide phone numbers and emails to the hospital because the customer care team respects all patient decisions and does not bother calling or texting.

👉 Learn more about medical services at Japan International Eye Hospital: https://jieh.vn/en/services.