Hallym University Chuncheon Sacred Heart Hospital

What is 1cm Premium Service?
Hallym University Sacred Heart Hospital (HUSHH) started a campaign 'Re-Birth Hallym' back in 2005 which focuses on renovating itself by providing the best and quality medical services. HUSHH has been doing its best to provide quick, accurate and friendly medical services for customer satisfaction. The effort was directed towards satisfying the customers, but it was not enough to deeply impress the customers because of a growing need for quality medical services caused by keen competition among regional hospitals. The hospital launched 'a 1cm Premium Service' this year to meet the demands of the customers in the nitch market to drastically improve the medical quality and beep up its abilities. The concept of the new service is that customers are impressed not only with something big but also with tiny little things. The project is to explore '1cm' or a hidden nitch service for the patients.

Providing unique and differentiated medical services
HUSHH held a seminar to explain this '1cm Premium Service' on April 21, and the hospital's nursing, paramedical and administrative support departments presented action plans of the Service a week later. These plans were screened on several points such as 'Can customers be impressed?', 'Can this constantly upgrade the quality of medical services?', 'Is this one of the best and quality plan different from other medical centers?'. The plans which has passed the evaluation will be intensively supported and provide quality medical service.
Dr. Kim Min-jung, director of the premium service team of Hallym CS(customer satisfaction) committee says, "We will work to get initial tangible results until August, and then follow up on them to make our patients really feel satisfied with our services until the end of the year." The hospital is going to support the selected plans and put them into practice soon.

Impressing in and out of the hospital
The '1cm Premium Service' of HUSHH, which pursues 'Mental culture', 'Action change' and 'Improve oneself', is designed to meet the needs of customers in and out of the hospital. Some of the specific examples of the Service is as follows:
First, within the hospital, by providing a manual for drawing up medical records and making the EMR lounge lighter, the hospital helps doctors gain easy access to medical records. The supply management team has reduced a waiting time and provided more space for checking their requested medical supplies. Besides, by replacing plastic bags with zipper bags medical staff will be able to avoid damage of the supplies from falling.

For the customers outside the hospital, the artificial kidney unit is informing the families the patient s of the key processes of medical treatment through news letter, calls and text message after the dialysis. The operation room keeps providing mobile text message services from the moment when a patient arrives at an operation theater. Moreover, the customers who are visiting HUSHH early in the morning are able to meet the vice president of hospital administration and the director of nursing department for advice. In a rainy day, the hospital is preparing paper towels, fans and mirrors.

HUSHH that impresses the customers
HUSHH will evaluate and report the outcome of the Service every quarter of the year to find out problems and improve them. An active team or an individual in the Service will be awarded. Dr. Kim Min-jung says, "The '1cm Premium Service' prize will be awarded every quarter of the year. On March 6, 2009, to celebrate the 10th anniversary of the hospital opening, the prize for the best Hallym Premium service will be awarded."
Through an improved work process, a friendly relationship with the community and unique and differentiated service, HUSHH is expected to not only satisfy the customer, but to deeply impress them in the long run.

By Jong-Hun Im, Int'l Operations Team, HUMC