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Meet Our Patient Services Department

If medical practitioners within a health organization are thought of as the cast of a play, Patient Services would be the crew. They work tirelessly behind the scenes to make sure patients take center stage and feel cared for by providing important little extras and smoothing over any hiccups in day-to-day operations. 

Hospital operations are a complex undertaking. Equipment must be maintained, quality healthcare must be delivered, facilities must meet patients’ expectations, and international standards must be upheld. Yet, even with numerous departments covering the major facets of healthcare delivery, the main goal of a hospital – to serve patients – still needs a champion. Our team ensures that healthcare has as much to do with care as it does with health. 

In order to make sure that patients are comfortable and that their needs are being met, the Patient Services department provides a plethora of services, including (but by no means limited to) the following: 

  • Language support – Whether for appointments or emergency visits, a Patient Services officer is always on call. If we do not have a team member who can speak the patient’s desired language at hand, we call a telephone interpretation service;

  • Emotional support to patients and their loved ones;

  • Social care and services to inpatients and their family. These services often make the greatest difference for the wellbeing of those in our care, and as such are the closest to the hearts of the team. They can include:

    • Picking up relatives of an unexpectedly hospitalized foreign patient from the airport;

    • Making phone calls to a patient’s family overseas to provide emotional support;

    • Accompanying such a patient’s family outside the hospital to find items like special food or clothing;

    • Support with visa extensions and emergency visa letters for family members;

    • Contacting embassies, tour guides, colleagues, or insurance companies;

    • Helping with laundry or shopping;

    • Assisting visiting family members;

    • Finding innovative ways to make patients smile;

    • Working with the palliative care team to give emotional support and guidance to patients and families who are dealing with end of life issues;

  • Facilitating with feedback by consulting with all departments to ensure constant improvement of our services;

  • Ensuring that dietary requirements are met by working closely with kitchen staff;

  • Creating a sense of community by addressing the cultural needs of each patient. Gestures that most people would not think twice about – a bow instead of a handshake, or helping patients to keep their headscarf on during an X-ray – are essential pieces of their behavioral repertoire. They also plan celebrations of many of our patients’ national holidays with fun activities for the whole family.

In essence, the Patient Services team creates the magic behind a seamless healthcare experience. They act as advocates for every one of our patients to make certain they receive the outstanding care they deserve. They make patients our first priority in everything they do – and they take pride in providing excellent service. 

If ever you need any assistance from the Patient Services team, do not hesitate to contact them by email at patientservices@ufh.com.cn, or by phone at 5927 7350.

Contact us


Beijing United Family Hospital
24hr Service Center: 4008-919191

Address: 2 Jiangtai Road, 

Chaoyang District, Beijing

 


United Family 

New Hope Oncology Center
Make an appointment: (010) 5927 7008

Address: 9-11 Jiangtai West Road, Chaoyang District, Beijing

 




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