1. Purpose
This procedure regulates the greeting, prioritization, and guidance of patients and their family members upon arrival at Gaya Viet Han Hospital. The purpose is to ensure clear reception, appropriate priority order, and reduced waiting time at the reception area.
2. Scope
This procedure applies to the main lobby, reception area, Outpatient Department, ultrasound and laboratory waiting areas, and Obstetrics and Pediatrics areas. It applies to outpatients, inpatients, family members, and visitors.
3. Procedure Steps
- When a patient enters the hospital, the customer service staff greets the patient within 15 seconds, introduces themselves, and asks whether they need an obstetric consultation, ultrasound, pediatric care, emergency care, a follow-up visit, or information.
- Pregnant women, children under 6 years old, elderly people, people with disabilities, and emergency cases are given priority.
- Emergency cases are immediately reported to the on-duty nurse or doctor and guided to the emergency area without taking a queue number.
- For non-emergency cases, patients are guided to take a queue number according to the priority order.
- Staff assist patients in providing their Citizen Identity Card and health insurance card, if applicable, to open a medical record.
- Staff guide patients to the waiting area, restrooms, cashier counter, ultrasound area, laboratory area, and elevator, where applicable.
- Staff explain how to monitor the queue number and provide the estimated waiting time.
- If the estimated waiting time is more than 20 minutes, staff inform the patient, invite them to wait in the designated area, and provide additional assistance.
- While patients are waiting, staff monitor the waiting area, check on patients who feel tired or uncomfortable or when a child is crying excessively, and contact a nurse when necessary.
- When it is the patient’s turn, they are guided to the appropriate examination room, and the relevant information is handed over to the nurse or doctor.
4. Processing Time
- Patients are greeted within 15 seconds of entering the hospital.
- If the estimated waiting time is more than 20 minutes, staff inform the patient.
5. Contact
Patients may contact the hospital by phone or at the customer service counter.
Phone: (028) 3949 1250 | 0918 639 150.
Address: 23-23A-25A1 Truong Cong Dinh Street, Tan Binh Ward, Ho Chi Minh City.
