Hong Kong Adventist Hospital Focus
Hong Kong Adventist Hospital—Stubbs Road takes guest relations to a new level with a team dedicated to making patients feel at home
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.”
