Seoul National University Bundang Hospital (SNUBH) has been acknowledged for its efforts in catering to international patients, particularly following its second consecutive Global Health Accreditation (GHA) certification received in November of the previous year.

The GHA certification recognizes the hospital's commitment to providing medical services to international patients. This achievement places SNUBH among other notable institutions that have received similar recognition, such as the Cleveland Clinic.

In light of this accomplishment, Korea Biomedical Review met with SNUBH's Chief Director of the International Healthcare Center Choi Sung-hee, who offered a deep dive into the hospital's journey, its commitment to global healthcare standards, and its vision for the future.

Choi began the interview by emphasizing the significance of the GHA winning.

"This accreditation is more than a certificate as it is a recognition of our hospital's commitment to excellence in global healthcare standards," Choi said. "It places us among the top 11 hospitals globally and as the only one in Korea to hold this distinction."

According to Choi, the GHA looks at over 54 indicators of healthcare quality, with a special focus on 21 critical ones.

"This ranges from patient intake procedures and quality of medical care to post-treatment follow-up and international patient services," she said. "It was an extensive, three-year process involving the upskilling of our staff across all levels."

The center focused on comprehensive training and strict adherence to critical pathway protocols, she added.

Choi stressed that this was to ensure that the hospital's healthcare services not only met but exceeded the expectations of potential international patients.

"It involved enhancing our medical, administrative, and support services to align with the best global practices," Choi said. "As a result, achieving this accreditation means that we've met a global benchmark in each of these areas, affirming our position as a leader in the healthcare sector.""

Choi emphasized the complexity and significance of catering to the varied cultural needs of the center's patients, which was a big part of the center receiving the GHA.

"It's perhaps the most challenging aspect, as every country has its unique culture," Choi said. "The hospital has taken significant strides in bridging language barriers, a fundamental step in understanding and respecting cultural differences."

The center has staff fluent in Russian, Arabic, and Mongolian, in addition to English, which is spoken at a native level by everyone here, Choi added.

However, Choi stressed that the hospital's commitment to multiculturalism extends beyond language proficiency.

"Prior to their arrival, patients are provided with services akin to a hotel concierge, including appointment scheduling and taxi arrangement, all facilitated in their native language," she said. "Upon arrival in Korea, patients find a hospital environment sensitively attuned to their cultural and religious needs."

The hospital has established prayer rooms for different religions and offers meals tailored to religious or personal preferences like Halal, Choi added.

Another unique feature of SNUBH is the linguistic proficiency of its healthcare professionals.

"Many of our doctors and nurses can communicate in foreign languages, including Russian and Arabic, without needing interpreters," she said. "Given the complexity of medical terminology, this ability significantly enhances patient trust."

Choi said the GHA recognition has significantly raised SNUBH's profile among international patients.

"It's a mark of trust and assurance in the quality of care we provide, as it tells patients that we adhere to the highest standards of healthcare, comparable to the best in the world," she said.

Memorable patient experiences

When asked if she had any memorable patient experience, Choi noted a particularly touching case involving a Middle Eastern patient suffering from undiagnosed Sheehan's syndrome.

"There was this female patient from the Middle East, a government-sponsored patient, who came to us in a state of distress," Choi recalled. "She was suffering from constant pain and unexplained weight loss, conditions that had remained undiagnosed in her country."

Upon thorough examination, the center was able to diagnose her with Sheehan's syndrome, a significant decrease in crucial hormones, including those produced by the pituitary and thyroid glands.

Choi, being an endocrinologist, delivered specialized care for the patient.

"While it is not a severe disease, the lack of these hormones can lead to extreme fatigue and weakness, and after about two weeks of hormone therapy, there was a remarkable improvement in her condition," Choi said. "After the treatment was over, the patient embraced me with tears, expressing her relief and gratitude for having her health restored."

When asked if such patients receive post-treatment care, Choi explained the hospital's approach to cater for patients after they go back home.

"We utilize telemedicine extensively for patients requiring follow-up care," she said. "This allows us to monitor their progress and continue their treatment, even when they return to their home countries."

It is part of the center's commitment to ensure that the care it provides is not just limited to their stay at the hospital but continues as a comprehensive healthcare journey, she added.

Future goals and aspirations

Looking to the future, Choi outlined the hospital's goals.

"Our vision is to expand the scope of our services and become a globally recognized healthcare center," she said. "Despite geographical limitations, we are committed to overcoming these challenges through technological advancements and strategic partnerships."

SNUBH International Healthcare Center aims to attract patients not just from Asia but from across the world, including the U.S. and Europe, and become a global hub for medical excellence and innovation, she added.

In her final remarks, Choi extended a heartfelt message to potential international patients. "Our philosophy is 'Home away from home,'" she said. "We understand the anxieties and challenges of seeking medical treatment abroad, and that is why we strive to create an environment where patients can feel safe, cared for, and understood."

It's not just about medical treatment; it's about providing holistic care that touches lives, she added.