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Dr. Budu and his wife, physicians from the National Hasanuddin University in South Sulawesi, Indonesia, visited Nagoya Kyoritsu Hospital for a medical consultation.
They kindly agreed to an interview after their visit, and we would like to share it with you.
Left photo: Mrs. Tenri Right photo: Dr. Budu
1. How do you think about the doctor that you saw at Nagoya Kyoritsu Hospital?
Mrs. Tenri: The services were good and the doctor was very kind. The doctor's explanation was also very easy to understand, and I could feel how hard the doctor was trying to explain so that I could really understand what he said.
Prof. Budu: Overall, hospital services are divided into two categories including medical services and non-medical services. I felt that Nagoya Kyoritsu Hospital's non-medical services were pretty good. Those services started with a very nice welcome, followed with the staff already waiting for us in front of the hospital, and then ended with guiding us to the doctor. As for medical services, as the family of the patient, I found the diagnostic services and facilities were quite comprehensive. I myself also took a look at the testing results on the computer, and I found the results were quite understandable. In addition, the doctor gave us a detailed explanation of the testing results. The service was also quick and it didn’t take long as a whole. Thanks to all of the above, I was able to understand my wife's physical condition and the way to deal with it. Frankly speaking, I was very satisfied.
2. Did you have any concerns during the examination?
Mrs. Tenri: Not for now since everything has been done under the procedure. It was very impressive that they checked everything including the signature on the consent form with me for many times. The staff repeatedly explained and confirmed the details of the treatment so that I could fully understand and consented to accept it. In addition, Kaikoukai provided us with an interpreter, which made it easy for us to understand.
3. Wasn’t it too long to keep you waiting?
Mrs. Tenri: It wasn't too long. The timing and instructions were clear. I was asked to wait because there was another patient ahead of me, but it didn't take long.
Prof. Budu: Although the patient wasn’t me, I saw the whole process accompanying my wife. Therefore, I was able to find that the staff assembled the flow of the services very well. Those services started with entering the building, procedures at the reception, filling in the management form, signing a consent form, etc. Besides, I felt that the waiting time was very short. After those things were done, the staff guided us to the radiology department. Not long after that, they took us to the consultation room and the doctor was already there, so we didn't have to wait for the doctor to come. The doctor's explanation didn't take that long either and we were free to ask questions. In short, Nagoya Kyoritsu Hospital's services, including both medical and non-medical, are highly focused and prompt.
4. Is there anything you think we should improve to accept foreign patients in the future?
Mrs. Tenri: Not all patients understand Japanese or English, so I think the Indonesian interpreters at Kaikoukai are indispensable. Thanks to today’s Indonesian interpreter, the paperwork and communication went smoothly, and the explanations were easier for us to understand. Therefore, I think language support should be developed more. In addition, some patients fast before the examinations, so I think the hospital may take the initiative in asking the patients to bring their meals or prepare meals and snacks suitable for foreign patients after the examination. The reason why I think so is that foreign patients may be confused about where to eat after the examinations.
Prof. Budu: My advice may not be that important though, moving from the reception to the consultation room and then to the diagnostic center wasn’t too hard for me, for I can still walk on my own. However, this may be hard for patients who have difficulties in walking. Therefore, if possible, it may be better to provide special connectors or facilities to reach the consultation or diagnostic room for the convenience of the patients.
5. Messages to Kaikoukai
Mrs. Tenri: I think Kaikoukai can try more aggressive marketing to make it known by more people, especially in Indonesia. We got to know Kaikoukai through our friends, but other Indonesians may not get a chance to get to know it.
Pro. Budu: Kaikoukai is a company that provides services to people. Human satisfaction has no limits and because of which, Kaikoukai, including Nagoya Kyoritsu Hospital, needs be further developed to become the best company if it allows even though the services that they provide are excellent.
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