Customer Relationship Management

BDMS assigns the Customer Relationship Management Working Team to systematically manage the customer relationship. Their responsibilities include ensuring customer relationship management in all aspects of service quality according to the strategy and continuously reporting the performance to the Healthcare Quality Department and Innovation. In addition, the team must monitor outpatients' and inpatients’ satisfaction by consistently evaluating their service perception with Top Box Score monthly, quarterly, and annually to analyze development opportunities and design-related initiatives.

Customer Satisfaction Strategies

To achieve customer satisfaction, BDMS establishes 6 service quality modes as follows:

Responsiveness

Provide the services with politeness, respect privacy, understand the patients’ needs, offer sincere assistance and simplify the explanation.

Clarify

Explain and communicate information correctly, completely and understandably.

Promise

Commit to developing the best treatment and services with capable personnel.

Physical

Manage service areas by taking into consideration the amenities, environment, products, innovation and user data flow.

Sustainability

Results of sustainable and high standard services.

Delight

Provide attentive service seamlessly, flexibly and consistently.

Customer Touch Points

BDMS determines Customer Touch Points, starting from the access to the hospital, registration and discharge, covering all service details as follows:

1. Airport & Entrance

Arrange airport transfer, limousine service, valet parking and interpretation services to create first impression.

2. Registration, Visa & Customer Service

Facilitate online registration, arrange products and services introduction and visa services to ensure fast and smooth services.

3. Doctor Consultation

Ensure polite communication from doctors and nurses, respect patients’ privacy, listen attentively and provide clear explanations to patients and relatives.

4. Blood & Diagnostic Test

Perform efficient services and explain the work process to the patients with politeness and respect.

5. Medication Collection

Provide services with politeness while completely and accurately informing the medication information, including its properties and usage results.

6. Discharge

Offer ticket reservation service, airport transfer and personal data collection shall be kept in the database in a safe and secure manner.

Reporting or Feedback Channels

BDMS determines customer feedback through various channels such as phone calls, hospital’s website, letters or customer satisfaction forms available at the service points in the hospital. For the utmost safety and satisfaction of the customers, the hospital staff are ready to assist in case any issues arise. All feedbacks are stored in the hospital’s database for further development.