Over the past two days, Lead-UP Academy has partnered with the entire team of doctors, nurses, technicians, and frontline staff at Viet An Eye Hospital Da Nang in the training program “Excellence in Customer Experience Management” – a program tailor-made to fit the hospital’s specific operations.

Customized content designed exclusively for the hospital

The program not only provided knowledge and tools for managing customer experience in healthcare, but also focused on:

• Standardizing the service mindset and the spirit of Omotenashi – putting patients at the center with dedication and compassion.
• Five Service Excellence Rules and Five Compassionate Service Behaviors, developed specifically for Viet An Eye Hospital.
• Hands-on activities, including scenario-based practices, customer journey mapping, and touchpoint analysis – enabling every staff member to apply the lessons immediately in their daily work.

Positive impressions from full participation

A highlight of this program was the active participation of diverse groups of staff: from doctors and nurses, to customer service and reception teams, as well as office and support units. Everyone learned, discussed, and practiced together in an open, collaborative, and engaging environment.

Many participants shared that this was not just a training course, but also a moment of reflection – on themselves, their colleagues, and how the hospital provides reassurance and peace of mind to its patients.

Kick-starting an inspiring 21-day journey

The conclusion of the two-day training also marked the launch of the “21 Days of Healing with a Compassionate Heart” campaign at Viet An Eye Hospital. Over three weeks, this campaign will spread the spirit of heartfelt service through:

• Practicing and sustaining the Five Service Rules – Five Compassionate Behaviors – and the Five Senses Experience across the entire hospital.
• Recognizing and celebrating individuals and teams who embody the role of “Ambassadors of Compassionate Service.”
• Recording and sharing patients’ positive experiences, so that every visit to the hospital becomes a journey of healing – not only through medical expertise but also through the power of compassion.

Connection and commitment

We believe that these two days of training have left not only lasting impressions and profound emotions, but also set the foundation for a transformative journey in building a new service culture at Viet An Eye Hospital. This will be the cornerstone for all staff to work together in creating a compassionate and patient-centered care environment – where every patient feels supported, safe, and valued.

Lead-UP Academy | Learn to Act – Act to Lead