- Why did the hospital deserve this award and what does it stand for?
The award, the “Best Hospital Thailand 2020” represents the culmination of years of efforts by Samitivej Sukhumvit Hospital to deliver quality healthcare service to its patients. It stands for the dedication and commitment of all the staff – medical and non-medical.
In the past, the GH&T and Frost & Sullivan have recognized the hospital with awards for specific medical program such as “Best Liver & GI” or “Best Pediatric” care, respectively. But now, the entire hospital has been recognized validating the hard work put in by every department of the hospital, and recognizing patient satisfaction due to good recovery and great service.
- What are the hospital’s key strengths and guiding principles?
Under the leadership of Hospital Director, Dr. Nithiwat Gijsriurai, Samitivej Sukhumvit Hospital follows three guiding principle for its development: medical excellence, service with empathy and the use of technology to improve the patient’s experience.
For improving medical excellence, the hospital has developed medical partnerships with leading hospitals overseas such as the Doernbecher Children’s Hospital (USA) and the Takatsuki General Hospital (Japan). Even before the COVID pandemic, Samitivej Sukhumvit put a lot of emphasis on infection control to lower Hospital Acquired Infections (HAI<0.5%), Surgical Site Infections (SSI<0.3%) and treatment resistant infections (MRSA<0.1%). Some treatment programs have also seen major improvements with outstanding detection rates for colorectal cancer (ADR>70%) and high-risk pregnancies going over 38 weeks (+56%).
Empathy is the key word for patient care. The hospital’s doctors and nurses receive special training to not just treat the patient but take care of the entire individual and their relatives. The hospital is very proud to have a Net Promoter Score of over 97%.
The hospital also focuses on improving the patient experience through the use of technological innovations. Samitivej was the first hospital to launch a virtual teleconsultation service in March 2019. TytoCare devices are used to provide a range of basic examinations to help doctors make a diagnosis during online consultations. The Engage care application is used to monitor vital health indicators in real-time for those suffering from diabetes and high blood pressure. “Samitivej Pace” can be used by relatives and loved ones wishing to view the status of patients undergoing surgery, from preparation through recuperation. “Samitivej Prompt” provides information about treatments for patients recovering on the ward. Patients using this service can manage scheduling, view details of the doctors and nursing team providing their care, use the message system to contact their primary doctor.
- How does the hospital strive to improve quality of healthcare?
Samitivej Sukhumvit Hospital has a team of 23 medical staff monitoring and reporting hundreds of quality indicators. The team reports directly to the Chief Medical Officer. In addition, various horizontal committees are set up to look at specific problems, such as the Infectious Disease Committee which managed the hospital’s response to the COVID-19 outbreak.
Under the leadership of its physicians, some centres pursue collaborations with leading physicians in their fields to improve clinical care programs offered at the hospital, e.g., the hospital’s Orthopaedic Department surgeons trained with surgeons from Drammen Hospital in Norway on a new technique for Total Hip Replacement lessening trauma, blood loss and reducing recovery time.
Similar collaborations have led to significant improvements in the hospital’s Sports Medicine programs, and prostate cancer treatment with the High Intensity Focused Ultrasound (HIFU), endoscopic submucosal dissection (ESD), a form of minimally invasive, one-time surgery aimed at removing large polyps that would otherwise require surgeons to cut out sections of colon.
Samitivej Sukhumvit doctors also participate in international medical research programs. An example, Professor Suradej Hongeng was recently part of a team to first perform a haploidentical bone marrow transplant.
- What are the hospital’s future plans and strategy for growth?
The COVID-19 pandemic has had a profound effect on all aspects of the hospital’s way of life, including healthcare. Medical knowledge is the foundation of everything Samitivej Sukhumvit does. As such, the hospital wants to provide more ways that patients can safely access medical services. This can be achieved through the increased and continuous use of technology to help make patients’ experience as comfortable as possible.