He's like a family…Gangbuk Himchan Hospital's four-stage strong care system increases patient and guardian satisfaction

Apr 09, 2025

After surgery, an integrated ward nursing care system is operated so that patients can focus on recovery in a safe and comfortable environment.

Recently, the medical paradigm has rapidly shifted from disease treatment to patient-centered care that values the patient's overall experience. Beyond simply diagnosing and treating diseases, it is becoming an important goal to make patients feel comfortable and satisfied in the entire process of receiving medical care. Patients value smooth communication with medical staff, sufficient and accurate disease and treatment information, and psychological stability and feeling respected, which act as important factors influencing hospital selection.

Accordingly, Gangbuk Himchan Hospital (Hospital Director Jin-seon) operates an innovative 'Himchan Care' system to impress beyond the satisfaction of patients and guardians, presenting new standards for medical services. It thoroughly manages the patient's treatment journey before and after surgery, as well as after discharge and returns to daily life, builds trust through active communication with caregivers, and draws the highest satisfaction. Gangbuk Himchan Hospital's 'Himchan Care' system consists of a total of four stages and provides customized services throughout the patient's treatment process.

◇Relieved from the start of surgery...Himchan Care Step 1: Family Relief Call Immediately After Surgery

Medical staff at Kangbuk Himchan Hospital noted not only striving for the best surgical results based on skilled skills and rich experience, but also reducing guardians' anxiety about the surgical process. As soon as the surgery is successfully completed, the surgeon in charge calmly and clearly explains the detailed surgical process and the current patient's condition by calling the family members who will be waiting with tension after coming out of the sterile operating room. This is the first core value of strong care that goes beyond simple information delivery and forms the psychological stability and deep trust of guardians.

◇ Minimize inconvenience in hospitalization...Himchan Care Stage 2: Integrated Ward Nursing Care and Customer Communication System

After surgery, the patient will receive professional care from the integrated ward nursing care system so that he can focus on recovery in a safe and comfortable environment. Skilled nursing personnel closely monitor the patient's condition, provide customized nursing care services, and actively support the rehabilitation process. In addition, patients and caregivers can always talk to ward nurses about various inquiries or suggestions that arise during hospitalization, which are handled quickly. In addition, patients can freely present inconveniences or opinions on improvement anonymously through anonymous suggestions installed in the hospital, and the hospital actively collects them and reflects them in service improvement.

◇Health care after discharge…Himchan Care Step 3: Customized Safe Call and Rehabilitation Support After Discharge

Patient-centered care at Gangbuk Himchan Hospital continues even after discharge. Seven days after discharge, the team leader of the ward where the patient was hospitalized calls the patient directly to check the recovery condition of the surgical site and guide the precautions in detail once again after discharge. In particular, in order to help patients successfully return to their daily lives, various rehabilitation exercise methods are provided as videos through YouTube channels so that patients can easily follow and manage them at home. This is a careful consideration of strong care that helps patients maintain a safe and healthy life after discharge.

◇ Moving beyond customer satisfaction…Himchan Care Step 4: In-depth Investigation of Satisfaction After Discharge and Feedback System

As a final step, monitor the experiences after patients fully recover and return to their daily lives. Two months after surgery and one month after outpatient treatment, 60 surgical patients will be selected every month, and a professional counselor will call you directly to listen to your satisfaction with the results of the surgery, honest opinions on hospital use experiences, and what needs to be improved or what you want to praise. In particular, the head of the department directly explains the complaint to the patient by phone within 7 days of receiving it, and internally collects opinions to improve it.

According to a telephone survey of 120 surgical patients for two months in January and February 2025 by Gangbuk Himchan Hospital, satisfaction with the hospital averaged 7.3 points out of 10, with about 88.3% (106) of patients saying they are willing to introduce the hospital to nearby acquaintances. In addition, patients received positive reviews on the part where doctors and nurses actively communicate with patients and their caregivers by explaining the progress of surgery and the recovery process.

Jin Ho-seon, director of Gangbuk Himchan Hospital, said "In the rapidly changing medical environment, I think providing patient-centered medical services has become an era where it is essential, not an option. Gangbuk Himchan Hospital is doing its best to not only recover each patient's health but also to the best level of experience during the entire treatment process through the 'Himchan Care' system"In the future, we will continue to develop and develop the 'strong care' system to grow into a hospital that contributes to the happy lives of patients and their guardians."