A mention of ‘12345 government service hotline’, most people first associated with, is a complaint, report, help, and dial 12345 for praise, but not common. Recently, however, our hospital accidentally received a ‘special’ 12345 service hotline contractors, not to reflect the problem and express the demand, but the patient's orthopaedic surgery on our hospital, Dr Fang Jifeng, a commendation sheet.

    According to orthopaedic surgeon Fang Jifeng's memories, one day in the clinic, a middle-aged male patient came for follow-up due to low back pain, Dr Fang checked the patient's examination results and carried out a detailed check-up, explaining the patient's condition in detail. Because the patient's test results can only be collected the next day, after learning that the patient's family lives outside of the city and the traffic is inconvenient, Fang Jifeng left contact information with the patient and instructed him not to run around again, and would take the initiative to contact and inform the patient after collecting the test results. Dr Fang's warm and considerate service attitude, patient and meticulous diagnosis and treatment moved the patient and his family. A phone call and a thank you conveyed the patient's gratitude and Improving the patient experience is a long-lasting battle, and patient satisfaction has long been the eternal pursuit of our hospital's medical services. In the future, our hospital will continue to take practical actions to implement the work requirements of ‘100-day action to improve service capacity’ of the Municipal Health and Wellness Commission, always adhere to the patient-centred approach, constantly improve the satisfaction, sense of satisfaction and sense of well-being of the people in the process of seeking medical treatment, and endeavour to provide more comprehensive, high-quality and assured medical services for the patients.