Severance Hospital said it has achieved a national record by securing the top position in the hospital medical service category of the National Customer Satisfaction Index (NCSI) for an unprecedented 13th consecutive year.

According to the hospital, it was able to achieve such an accomplishment through its steadfast commitment to patient value management, setting patient satisfaction as the foremost goal of hospital operations.

The hospital extends its care beyond medical procedures to include the entirety of the patient experience, such as rest in the wards, reflecting a holistic approach to treatment.

Innovative initiatives like the "Sound Sleep Project," which began in March 2021, exemplify the hospital's dedication.

The project aimed at enhancing the rest of hospitalized patients has significantly reduced ward noise. This involved various measures, ranging from switching to silent packaging tape to installing noise-dampening devices on toilet seats.

The hospital also provides a personal kit with earplugs, sleep masks, and an inpatient guide, all designed to facilitate better sleep and, consequently, faster recovery.

Severance has also introduced the “Fasting Retreat Program,” which aims to alleviate the discomfort associated with long fasting before examinations and procedures by offering carbohydrate drinks, thereby significantly easing patients' fasting-related discomfort.

Addressing specific patient needs, the hospital recently unveiled a multi-purpose restroom tailored for ileostomy and urostomy patients on the third floor of the Yonsei Cancer Hospital. This facility is designed to make cleaning and maintaining medical pouches easier, acknowledging the challenges faced in standard restrooms.

The cornerstone of Severance's patient-centric approach is the Voice of the Customer (VOC). The hospital actively solicits and responds to feedback from every aspect of the patient experience, including inpatient and outpatient services and even emergency care.

Utilizing Kakao Talk, a mobile messaging app, for post-treatment, Severance gathers real-time patient feedback.

Weekly operational meetings at the hospital also ensure that key feedback from satisfaction surveys is routinely discussed, problem-solving departments are designated, and a collaborative inter-departmental system is fostered to address and improve any identified issues.

To go more in-depth, Severance launched the “Safety Campaign” in September, providing a platform for patients to share their concerns anonymously, thus assuring them that their voices can be heard without fear of repercussion.

Another focal point of the hospital's management strategy is its digital transformation. The "My Severance" app has been upgraded for enhanced patient convenience, and AI Serabot proactively engages patients with appointment reminders and facilitates schedule changes.

The hospital's "Support Talk Talk" digital campaign invites hospital visitors to send messages of encouragement to patients and medical staff. These messages, shared via a dedicated website accessible by scanning QR codes on hospital posters and billboards, can be seen on a large display on the third floor of the hospital, highlighting the community's shared support.

"We have always made patient satisfaction our top priority hospital management indicator, as patient satisfaction leads to better treatment outcomes," Severance Hospital General Director Ha Jong-won said. "We will enhance our patient value management by improving all facilities and services from the patient's perspective."