The hospital elevator and small slogans on the wall always remind the medical staff to be patient-centered. The mission, vision and cicare values of the hospital are hot stamped on the work card of each employee.

A large patient-centered general hospital , Guangzhou R&F hospital  is also about to open.

CICARE

Cicare, in short, is a doctor-patient communication method created by UCLA health medical center based on evidence-based medicine on many years of diagnosis and treatment service experience. The core of cicare is essentially the cultural concept of "patient-centered".

UCLA health medical center has refined this cultural concept to every step of doctor-patient communication. Under the guidance of c-i-c-a-r-e, it provides a standardized action guide for every medical staff, which is highly practical and normative.

Patients will also feel respected and loved from the cicare model, so as to improve their satisfaction with medical services and their trust in medical staff.

Studies have shown that patient satisfaction is associated with better medical outcomes and higher compliance, including patient safety, adhesion and reduced energy consumption.

Through the clinical application of cicare, UCLA health medical center has improved patients' satisfaction with medical staff to more than 90%, and has become a model for medical workers in hospitals in the United States and even around the world.

Guangzhou R&F hospital hopes to implement its core medical service culture - cicare in China, people-oriented and patient-centered. In addition to being the code of conduct for medical staff, cicare culture will also be permeated in the daily operations of Guangzhou R&F hospital.

"What we want to do and can do is to make medicine return to its essence as much as possible - respect everyone, whether patients, doctors or other staff." this is the commitment of Huw Jones, chief operating officer of Guangzhou Fuli hospital.

It can be said that Guangzhou Fuli hospital is a hospital, not just a hospital. Here, the operation of the hospital will integrate professional medical technology, high-end service of star hotels and warmth and comfort of home, so as to provide high-quality and all-round medical services for every distinguished visitor.

Security management -- we care

"In R & F hospital, the security guard is not only the security guard, but also the first impression of patients, family members, doctors and all other personnel entering the hospital." this is the first point emphasized by Huw.

"We will continue to train our security personnel to make them recognize the cicare culture from the heart and convey the cicare culture to our patients with warm greetings, patient communication and clear guidance." this is not only the view of the chief operating officer, but also represents the common concept of the management of Fuli hospital.

Every employee of the hospital will listen to the patient's voice carefully and sincerely respond to the patient's demands and emotions, so that the patient can really feel respected and surrounded.

"The doctor-patient relationship should be a harmonious and resonant relationship. One good word is three warm winters."

Huw said that in R & F hospital, every employee maintains empathy and empathy, and not only applies cicare culture to the doctor-patient relationship, but also permeates every bit of the hospital's daily work.

We hope that all employees of R & F hospital, whether CEO or coo, front-line medical care or logistics administration, front desk service personnel, engineering personnel, security and cleaning, can truly be "patient-centered".

Catering Management -- we nourish

Taking the patient's health as the starting point, R & F hospital will spare no effort to provide meticulous services.

In the operation and service of the hospital, there is no doubt that diet is a very important part of the patient experience, which is related to the patient's health and mood.

"We hope to provide every patient and every employee with a nutritious and balanced diet suitable for their needs," said Huw. "We want to help our patients receive the best physical and mental treatment."

To this end, Guangzhou R & F hospital has hired a world-renowned catering company to provide a full range of catering services for patients and employees through nutrition, health and safe diet.

Facility equipment management -- we protect

"In addition to safe and healthy catering, we also hope to provide patients with a safe and comfortable environment at home." Huw proudly showed us the operation layout from design concept to technical support.

While ensuring medical service and safety, the overall design concept of Guangzhou R & F hospital is to create a service operation mode of five-star international hotel standard, build a garden like green ecological environment, integrate into the warmth of the ideal home, and eliminate anxiety and anxiety for every visitor.

The facilities and equipment inside the hospital are all international professional brands. We hope to create an advanced and comfortable medical experience for every patient.

Huw also mentioned one particular detail: restroom usually uses perfume or air purifier to remove taste, but in Fuli hospital, such a simple operation is worth our attention. Because some patients may be allergic to air fresheners or perfume components. A little neglect will probably lead to danger.

"We should be very careful, strictly control every operation detail, ensure compliance with medical safety standards and ensure the safety of all people in the hospital."

In terms of equipment maintenance, R & F hospital will also be committed to equipment management automation. In case of equipment failure, engineers can quickly obtain information and process it at the first time, so as to realize accurate and efficient operation, ensure the real-time maintenance of hospital medical equipment and operation equipment, and truly implement safe operation in every practice.

Cleaning management – we shine

A comfortable and perfect experience and a safe and hygienic environment are inseparable from strict hygiene standards. Guangzhou R & F hospital follows the implementation standards of UCLA heath medical center in California, has formulated a strict management system, and carries out regular inspections to ensure that the standards are strictly implemented.

At the same time, irregular spot check management and staff auxiliary supervision and inspection ensure the true implementation of standard details, so as to ensure a clean environment at any time, make employees work comfortably and patients seek medical treatment happily.

"Patient centered" is not just a slogan. It must go deep into the bone marrow of every R & F hospital employee and become our daily life. "Huw is full of confidence.

COO on Support Services in Hospital

The Vision, Mission and Values (VMV) statements that our hospital has set to determine how we are to run our brand-new hospital, not only applies to the ‘core services’ of the hospital, which is the treatment and care of patients. It is my responsibility to ensure that our VMVs equally apply to the highly important Outsourced Services (OS)  providers that will support the hospital.

We will follow the vision, mission and values (VMV) of Guangzhou R & F hospital to build and operate this new hospital. Our VMV should not only be implemented in the core services of the hospital - the treatment and care of patients, but also apply to the very important outsourcing service (OS) providers supporting the hospital.

It is essential that each of our OS providers which are Engineering Services, Housekeeping Services, Laundry Services, Catering Services and Security Services embrace our VMV beliefs in every way in order to deliver a patient experience that is of the very highest calibre.

It is essential that all our outsourcing service providers, including engineering, housekeeping, laundry, catering and security, should embrace our vision, mission and values in an all-round way and provide the highest level of patient experience for our hospital.

We aim to bring OS providers to our hospital that will exceed Chinese and International expectations in each of their respective areas. This means that they will deliver the safest and most efficient industry standards in their respective roles in our hospital. Each of our hospital’s core services are underpinned by ‘Evidence Based Best Practi ce’, our OS provider will be expected to bring to our hospital these same exacting standards.

We are committed to introducing excellent outsourcing service providers. They should exceed the expectations of China and the world in their respective fields, which also means that they will implement the safest and most effective industry standards. Every core service of our hospital is based on "evidence-based best practices", and we expect all our outsourcing service providers to bring the same strict standards to the hospital.

As our hospital’s core services are guided by the long-established policies, procedures, and standards of our partner UCLA, so will the services that are delivered every day by our OS providers. I am extremely confident that every patient, visitor,  and staff member will benefit from the care provided by our clinical and non-clinical teams as well as those services delivered by our OS providers.

The core services of our hospital are guided by the long-term policies, processes and standards implemented by our partner UCLA health medical center in the United States. Therefore, our outsourcing service providers should also take this as the standard to provide daily services for our hospitals.

I am very confident that every patient, visitor and staff in the hospital will benefit from the high-quality service and care provided by our clinical team, non clinical team and our outsourcing service providers.