Quality of Care

Vichaivej International Hospital Group enhances patient experience through structured quality governance, strong patient safety practices, and continuous listening to patient feedback to improve trust and treatment outcomes. 

The Group believes that a positive patient experience begins with care that is high-quality, safe, and attentive at every stage of treatment. It therefore places strong emphasis on structured quality governance, patient safety, and continuous patient feedback in order to strengthen service standards and build long-term trust.  

Quality of Care 

The Group operates under a Clinical Governance approach that places patients at the center of care and connects management with quality development teams to set treatment quality goals, assess risk, and continuously improve key processes across administration, medication management, medical records, nursing care, and complaint handling.  

At the organizational level, the Group maintains HA standards and continues progressing toward AACI, while strengthening specialized service capabilities and support systems such as Stroke Units, Positive Pressure operating rooms, Heart Centers, Interventional Radiology Centers, MRI, and 24-hour emergency care to support safer and more effective treatment.  

Patient Safety 

The Group treats patient safety as a core priority of healthcare delivery. Quality improvement is managed as an ongoing process, supported by risk assessment in key areas such as medication management, medical records, nursing care, and complaint handling, all of which contribute to systematic Patient Safety Goals.  

Key measures include: 

• Continuous hospital quality improvement to maintain HA standards and progress toward AACI  

• Risk management to reduce treatment-related errors  

• Use of medical information systems and advanced technology to improve care accuracy  

• Participation in the 3P Safety Hospital initiative focusing on Patient, Personnel and People Safety  

In 2025, patient safety performance was reflected through continued HA development, participation in the 3P Safety Hospital program, and the WSO Award 2024 Gold Level for excellence in stroke care.  

Patient Experience 

The Group values patient feedback as an important driver of continuous service improvement. Satisfaction surveys are conducted for both inpatients (IPD) and outpatients (OPD), and the results are analyzed systematically to improve service processes, staff service standards, and the hospital environment.  

In 2025: 

• Average inpatient (IPD) satisfaction: 94.51%  

• Average outpatient (OPD) satisfaction: 92.55%  

Key improvement areas include: 

• Reducing waiting times  

• Improving inpatient rooms and facilities  

• Enhancing service and appointment systems  

• Raising standards in specialized medical care  

 The Group strengthens patient experience through an integrated approach that brings together Clinical Governance, Patient Safety, and Patient Experience. This helps improve clinical outcomes, service quality, and patient confidence over the long term.