HEALTHCARE
Another rule UMH has implemented which adds to the quality of its service is to treat all staff equally in terms of their medical knowledge ; even if theirs is extensive , UMH chooses to assume they know nothing so everybody receives an equal two weeks of full-time training spanning various modules .
“ We have to nurture them and ensure they know overselling isn ’ t what we want ,” Chui explains . “ In terms of the medical modules , our doctors take the lead on training about medications , side effects , injections , and there is an annual emergency drill where our staffs are trained on protocols in case of emergency . We also enjoy the privileged to be trained by the pharmaceutical companies directly on medications and equipment .”
“ Unlike other service providers where you get no personal service or can hardly book a place to enjoy the
705
Million
HKD
Annual revenue for the Union Medical Healthcare Group
services they paid for , we encouraged our clients to make advance treatment bookings . Our consultants also follow up with clients to make sure they ’ re happy with us , and if the medical condition escalates , a doctor will be contacted . We are to respond to complaints in 48 hours , it is a gesture to show that we value and respect our clients . Most of our customers are paying out of pocket , so they have high demands on the level of quality .”
Customers can even transfer to another consultant or doctor if they are unhappy with their service ; according to Chui , customers trust the brand they generally trust all of the staff : “ Because we ’ re number one in the industry , we must do the best we can over time to retain that ,” she says . “ The Hong Kong government is issuing guidelines that will allow them more control over the use of medical aesthetic equipment and of the doctors and delivery of services , but we have no issue we only choose the best for our customers . We welcome the type of management that means inappropriate service
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