Bespoke Care At Hong Kong Adventist Hospital—Stubbs Road
As part of the Adventist Health global network of more than 160 hospitals, Hong Kong Adventist Hospital—Stubbs Road (HKAH) is committed to the group’s common goal of providing premier health services. Since 1971, HKAH has been dedicated to serving the local community, expatriates in Hong Kong and even patients from abroad, with an emphasis on compassionate care.
Its latest addition is its Guest Relations department, which started in 2018 with a mission to offer “personalised service from the heart.” This includes everything from daily greetings, a medical escort and transportation service, birthday celebrations, beauty treatments and translation services for Japanese guests from its Sakura team.
“We support our patients by offering heartfelt hospitality. We want our patients to feel at home by creating moments that are not just positive but unforgettable,” says Chi Chi Kwok, manager of the Guest Relations Department. “We believe that a merry heart is the best medicine.”
This holistic approach of combining medical service with supportive care has been proven to benefit patients who need to overcome difficult life events. “When the patient is waiting for surgery or recovery, they may feel lonely or anxious but might be unable to express it,” says Kwok.
“The Guest Relations department works with Chaplaincy, Nursing and other departments to offer spiritual and emotional support alongside the medical treatment, so that patients will experience speedy healing in mind, body, and spirit.”
This is done by building a relationship with patients, from greeting them the moment they arrive to engaging them in daily conversations so that they “feel comfortable enough to share with us, from what they think are mundane details to the difficulties they face during their stay.”
Through understanding patients’ experiences and close collaboration with the Nursing department, Guest Relations can devise services based on the patient’s needs and preferences.
One patient, for example, benefited from such keen attention to detail during the team’s routine visits, as it eased the passage of time between family meetings. The wheelchair bound lady looked forward to a weekly ritual in which the team would help her dress up and arrange for transportation to a hotel for high tea with her family. Knowing how important family time was to her, they immediately sprang into action when they found out her family was unable to visit on her birthday. Needless to say, she was surprised to find the whole team presenting her with a cake, and was touched by the lengths they went to in order to celebrate and brighten her special day.
With the success of the Guest Relations department, the Hong Kong Adventist Hospital expects to expand the department with more services in the coming years.