Severance Hospital tops NCSI patient satisfaction survey for 15 straight years

Severance Hospital was recognized as the most satisfactory hospital for Korean patients this year, reflecting its ongoing commitment to outstanding customer satisfaction.

On Wednesday, Severance Hospital said it has ranked first for 15 consecutive years in the hospital medical services category of the “NCSI National Customer Satisfaction Index Survey.”

Part of what sets Severance apart is its large campus, which includes the Main Building, Yonsei Cancer Center, Cardiovascular Hospital, Children's Hospital, Eye Hospital, and Rehabilitation Hospital. Blood-draw stations, testing labs, injection rooms, and wards are distributed throughout these areas.

However, navigating such a large hospital can be challenging. While specialized care is optimal, first-time visitors may struggle to find designated locations. As a result, Severance Hospital is focusing on enhancing its wayfinding environment for visitors.

For example, Lee Tae-young, who visited the hospital with his parents in August, was unable to find his way from the Yonsei Cancer Hospital to the Main Building's testing lab. He then received help from the “CLOi Guidance Robot” introduced by Severance Hospital. The CLOi Guidance Robot, equipped with ChatGPT, assists visitors by providing directions to testing labs, clinics, and convenience facilities within the hospital based on their inquiries.

To address these navigation issues, Severance Hospital has introduced several solutions. For instance, it created "Key Pathway Guides" using specific colors to direct visitors from the Main Building parking lot to each specialty hospital. The hospital also added an "Easy Wayfinding" menu to its website, allowing users to check all pathways from anywhere.

Another visitor, Lee Hyung-jin, said that the “My Severance” app gave him peace of mind during his child's hospitalization. The app allows inpatients to check same-day test schedules, medication administration times, and post-discharge outpatient appointments. If the child is under 14, guardians can view the child’s treatment status through the “Child Registration System.” This feature is highly praised by caregivers like Lee, who has a sick child but must go to work.

Building on this digital support, Severance Hospital is further enhancing the My Severance app by adding paperless mobile appointment tickets, real-time parking availability, and updates on prescription medication preparation to estimate pickup times.

In addition to technology and infrastructure, patient-centered care remains a priority. Koo Il-mo, currently hospitalized at Severance Hospital, stated that above all, he felt cared for by the hospital, allowing him to focus on recovery with peace of mind. This care relies on the “2S Rounding Guidelines” for nurses, which emphasize Safety and Satisfaction and have become the standard for patient care.

Lee Moo-jin, a nurse working in a Severance Hospital ward, explained that for patient safety, she constantly checks the securement status of all catheterization tubes and their insertion sites. For patients who require assistance moving to the restroom due to mobility issues, she not only accompanies them to prevent falls but also checks the restroom floor for wetness. Additionally, through shift huddles, nurses conduct critical patient-status briefings during handovers.

To further enhance patient satisfaction, nurses proactively inform patients about scheduled tests and procedures and their expected durations. They check for any concerns and provide advance notice of future visit times, creating an environment where patients can feel at ease during their stay.

Severance Hospital’s approach to high satisfaction begins with training for medical staff and employees who interact with visitors. Training includes patient communication consultations for doctors, in which they directly explain treatment processes and outcomes. The main focus is “clinical communication techniques,” delivered through skills training and simulations.

Complementing these measures, the “Thank You Severance” campaign is underway to cultivate a harmonious atmosphere within the hospital. By encouraging staff to express gratitude to one another, the initiative aims to satisfy internal customers—the hospital employees themselves—thereby enhancing patient care capabilities.