Việt Pháp và OMN1 Solution chung tay nâng cao trải nghiệm của người bệnh

Technology and social advancements have extended the center of measuring medical performance - which has long been based on only one measure: clinical outcome. According to the Harvard Business Review, more than 60% of healthcare spending today is influenced by the patient experience. This shift in behaviour and spending habits is forcing health organizations around the world to act to adapt, survive and grow. 

Hanoi French Hospital pioneers in building patient experience. 

Patient experience is a general term that refers to the aggregation of all interactions that affect a patient's perception across the continuum of care. CEO of Hanoi French Hospital - the first international hospital in Hanoi, Mr.Jef Peeters, pointed out promising signals "sparking" the race of experiences in the field of healthcare in Vietnam “There is an emerging group of customers who are indeed requiring the same level of service when it comes to healthcare as they expect in other parts of their life. And I think that is the development that Vietnam, as a developing country, should catch on”.

Explaining slower movement in healthcare experience for everyone, everywhere, everytime and personalization, he said: “Hospitals are generally more complex organization than most other businesses because they are constituted of many diverse business models and must ensure different standards of health infrastructure, hygiene and safety,... Owning a more cumbersome and complex system, hospitals are forced to go slower, apply technology later than businesses from other industries”.  

According to Mr. Jeff, the two biggest challenges that need to be overcome to build a seamless experience are Organization and Technology. Within the organization, the team needs to change from the only “doctor-centered” mindset to truly putting the patient at the center of all actions. In terms of technology, health facilities need assistive technology to avoid creating fragmented experiences, while empowering them to understand their condition and make appropriate service choices.

In the face of intertwined challenges and difficulties, Hanoi French Hospital is investing heavily to create seamless experiences, personalized in any branch of experiences. Besides the new facility opening soon which according to the CEO of the hospital, is "a pioneer in many aspects, from medical supplies, hygiene and safety standards, and more", Hanoi French Hospital focuses its resources on three main pillars: medical competence, customer care and customer service.

Deciding to accompany OMN1 Solution to deploy the Marketing Cloud service of Salesforce - the world's number one CRM, Hanoi French Hospital is taking firm steps in the journey to increase patient experience and retain its leading position.

Technology - The necessary dose of vaccine for Health

OMN1 Solution is an experienced partner in deploying customer experience enhancement solutions successfully for many healthcare organizations in Vietnam, Australia and Singapore. Mr. Le Xuan Hung - CEO of OMN1 Solution thinks that technology, specifically Salesforce's CRM system, will be a tipping point for customer experience in the healthcare and medical industries.

He shared, “The core of our CX (Customer Experience) solution for the healthcare industry is to empower and create a seamless experience for customers. Organizationally, the ideal CX is capable of automating processes, procedures and medical records, assisting healthcare employees in organizing and coordinating information. For example, if a patient wants to be vaccinated for any disease, the software will ensure that healthcare organizations inject the right person, with the right dose, at the right time, while keeping a constant interaction with the patient before, during and after the injection.

On the medical side, Salesforce's CRM system provides a 360-degree patient view, from medical history, used medicine, injected vaccines to information about doctors who previously diagnosed the patients. The technology ensures the correctness of the final diagnosis. 

Finally, CX service ensures smooth Omnichannel operation because it connects all branches of the health facility to create unity. This creates a seamless experience for patients, regardless of the branch or channel they interact with, from booking an appointment through the hospital's website/app/contact the call center, to  getting vaccinations or medical treatment in different branches.”

Deciding on a Marketing Cloud service solution from Salesforce and OMN1 Solution is helping Hanoi French Hospital own a truly integrated solution which can handle the problems of scale and complex structure that the hospital needs to solve with the main focus of the patient-centered.

“Team OMN1 Solution has experience working with organizations in Health.  That's what I always expect from a partner, not just delivering a solution but working with us in helping the solution grow step by step. "

In the coming time, OMN1 Solution and Hanoi French Hospital will continue to deploy Vaccine Cloud software to improve customer experience, open up new business opportunities and create a premise for sustainable adaptation measures.

About OMN1 Solution

Established in 2015, OMN1 Solution focuses on creating value for customers through innovative solutions and services. With over 60 customers across the US, Europe and Asia, OMN1's solutions focus on Healthcare, Education, Retail and Manufacturing.