HUE UNIVERSITY INSTITUDE OF OPENEDUCATION AND INFORMATION TECHNOLOGY INTERNSHIP REPORT Fullname: Nguyễn Phi Hoàn Class: Nghe An Student’s ID: 7052900455 Nghe An, - 2023 ACKNOWLEDGEMENT Through the time of majoring in English in the academic year 20212023 at the Institute of Education and Information Technology, Hue University, with the attention and enthusiasm of teachers, I have learned a lot of things and systematically re-equip knowledge Since then, I have become more and more aware of the importance of English in today's globalization trend I would like to sincerely thank the teachers who dedicatedly imparted their knowledge, experience and skills to me, which are very valuable things for me to become more and more confident Especially, I would like to express my sincerest thanks to Mr Nguyen Van Nam You took the time to guide, answer and add more knowledge for me to complete this report Besides, I would like to express my sincere thanks to my family, colleagues and friends of class Nghe An who have always encouraged and supported me in the process of completing my graduation thesis Finally, due to my limited knowledge, it is inevitable that there will be shortcomings I hope that you will pay attention and give me your comments so that I can complete this graduation report Sincere thanks! Nghe An, 2023 Reporter Nguyễn Phi Hoàn HUE UNIVERSITY INSTITUDE OF OPENEDUCATION AND INFORMATION TECHNOLOGY REPORT ON THE PRACTICAL TRAINING COURSE A GENERAL INFORMATION Fullname: Nguyễn Ph Hoàn Class: Nghe An About practice guidelines About practice guidelines - Name: Cardiology Department of Nghe An Obstetrics and Pediatrics Hospital - Director: Mr Tang Xuan Hai - Address: No 19, Ton That Tung Street, Hung Dung Ward, Vinh City, Nghe An Province - Tell: 0963188295 - Website: http://www.sannhinghean.vn/ Functions and duties of agency practice guidelines 4.1 Introduction about Nghe An Obstetrics and Pediatrics Hospital On Walk 20, 1985, the Common People's Committee issued Choice No 386/UB-QD on the foundation of Nghe Tinh Children's Healing center When it was to begin with set up, the scale was as it were 250 beds Agent Executive of the Office and Chief of the Healing center: Dr Nguyen Tien Hoan; The Agent Executives are Dr Nguyen Kim Tien, Dr Nguyen Van Thu Since 2000, the Division of Cardiology Deparment has been re-established The clinic was raised to 200 beds In June 2001, Specialist Nguyen Thi Phuc was relegated to be the Chairman of the Common Committee for Populace, Family and Children The hospital's chief is Dr Duong Cong Hoat; The Delegate Chiefs are Specialist Nguyen Thi Minh Phuong (from 2002 - 2009) at the conclusion of 2009 Specialist Phuong resigned, Specialist Phan Van Tu (from 2005 - 2013) Dr Pham Van Dieu (from 2009 to display) In 2007, the clinic had 21 divisions and was overhauled to 220 beds The proficient group has 228 individuals In which, there are 03 experts, 07 masters II, 24 masters I and drug specialists I, 23 specialists, 123 doctors, auxiliary school medical attendants and specialists, 05 other colleges, 19 synagogues, 24 other authorities Nghe An Children's Healing center was set up, is the province's driving claim to fame in wellbeing care for children In expansion, the Clinic moreover coordinates and reinforces the grassroots pediatric affiliation The healing center continually contributes in gear and offices, cultivates and moves forward the capabilities of proficient staff, continually makes strides the quality of treatment, and at the same time, the healing center moreover advances inquire about and advancement application of logical and specialized advance Since 2000, the Division of Cardiology Deparment has been re-established The clinic was raised to 200 beds In June 2001, Specialist Nguyen Thi Phuc was relegated to be the Chairman of the Common Committee for Populace, Family and Children The hospital's chief is Dr Duong Cong Hoat; The Delegate Chiefs are Specialist Nguyen Thi Minh Phuong (from 2002 - 2009) at the conclusion of 2009 Specialist Phuong resigned, Specialist Phan Van Tu (from 2005 - 2013) Dr Pham Van Dieu (from 2009 to display) In 2007, the clinic had 21 divisions and was overhauled to 220 beds The proficient group has 228 individuals In which, there are 03 experts, 07 masters II, 24 masters I and drug specialists I, 23 specialists, 123 doctors, auxiliary school medical attendants and specialists, 05 other colleges, 19 synagogues, 24 other authorities Nghe An Children's Healing center was set up, is the province's driving claim to fame in wellbeing care for children In expansion, the Clinic moreover coordinates and reinforces the grassroots pediatric affiliation The healing center continually contributes in gear and offices, cultivates and moves forward the capabilities of proficient staff, continually makes strides the quality of treatment, and at the same time, the healing center moreover advances inquire about and advancement application of logical and specialized advance REWARDING ACHIEVEMENTS : The clinic has gotten numerous respectable grants of the Party and State such as: * Year 2000 : The Government granted the hail of the unit driving the imitating development; Vietnam Wellbeing Union presents the Hail of the unit that has won the title of Clinic of Kindness; The President presents the Third Course Labor Award * 2001: The Service of Wellbeing granted the hail of the unit that effectively completed the relegated assignment * 2002: The Service of Wellbeing granted the Certificate of Justify to the Healing center for comprehensive greatness; The Wellbeing Industry Union presents the Amazing Healing center Hail in all regards * 2003: The Service of Wellbeing granted the Certificate of Justify to the Clinic for comprehensive brilliance; The Wellbeing Industry Union presents the Great Healing center Hail in all regards; The Common People's Committee granted the Certificate of Justify to the amazing imitating unit in 2003 * 2004: People's Committee of Nghe An area granted Certificate of Justify for accomplishments in surgery for crippled children in 2004 * 2005: The Service of Wellbeing granted the Certificate of Justify to the Healing center for comprehensive brilliance; The Wellbeing Industry Union presents the Great * 2007 : Achieved excellent comprehensive hospital The Minister of Health awarded the Certificate of Merit for a single case meeting the standard of a comprehensive excellent hospital (Decision No 236/QD-BYT dated January 21, 2008 of the Minister of Health) * In 2008 : The Minister of Health awarded the Certificate of Merit for a single case meeting the standard of excellent comprehensive hospital (Decision No 299/ QD-BYT dated February 2, 2009 of the Minister of Health) * 2009 : The Ministry of Health awarded the Certificate of Merit for outstanding achievements in implementing the campaign "Study and follow Ho Chi Minh's moral example." (Decision No 521 /QD-BYT dated February 9, 2010 of the Minister of Health) * Year 2010 : Comprehensive Hospital of Excellence 2010 Chairman of the Provincial People's Committee awarded the title of Excellent Labor Collective (Decision No 1809/QD-KT dated May 29, 2011 The Prime Minister awarded the Emulation Flag "Excellently and comprehensively completing the work tasks, leading the emulation movement for love of the country in 2009 of Nghe An province" (Decision No 607/QD-TTg dated May 6th / 2010) The President awarded the Second Class Labor Medal (Decision No 561/QD CTN dated 7/5/2010 * 2011 : Achieved Comprehensive Excellence Hospital Chairman of the Provincial People's Committee awarded the title of Excellent Labor Collective (Decision No 452/QD-KT dated 22/02/2012 * 2014 : Achieved Comprehensive Excellence Hospital Chairman of the Provincial People's Committee awarded the title of Excellent Labor Collective (Decision No 597/QD-KT dated February 9, 2015 4.2.Introduction of functions and duties of the The Cardiology Department The Cardiology Department - Nghe An Obstetrics and Pediatrics Hospital is one of the largest end-of-line Cardiology Centers in the country, always a reliable address for children with cardiovascular diseases Every year, the department has treated tens of thousands of Vietnamese children with cardiovascular diseases to bring life and healthy hearts to life With a team of experienced experts who are trained and updated their knowledge continuously in cooperation, training and technology transfer programs with the world's leading Cardiology Centers, along with the equipment system Modern equipment for accurate diagnosis, effective treatment, comprehensive care With those strengths, the Cardiology Department has been providing a service package of examination, diagnosis, treatment and management of cardiovascular diseases with high quality, reaching regional standards and approaching the medical level of developed countries in the world Ongoing services: examination, diagnosis and treatment of all cardiovascular diseases in children: - Examination and screening of cardiovascular diseases - Echocardiography diagnoses structural and functional abnormalities of the heart - Computerized electrocardiogram - Surgical treatment and repair of congenital heart abnormalities - Cardiovascular intervention for diagnosis and treatment of congenital heart disease - Management, monitoring and outpatient treatment for children with cardiovascular diseases - Voluntary treatment room on request for inpatients Practice time: From 27/2/2023 to 18/3/2023 Number of particiants has more practice: 50 more The instructor: Mr Nguyen Van Nam B PRACTICE REPORT Assigned work 1.1 Learning the real translattion and interpreter - Translation Functions and Duties The Cardiology Department 1.2 Translation from English to Vietnamese: Introduce an Overview of the Vinh City General Hospital, Nghe An province 1.3 Translation from Vietnamese to English: An overview of the Department of Quality Management - Training and Line Direction of Vinh City General Hospital, Nghe An Province The work was done During my practicum, I have complete all assigned work and comply with the provisions of the internship agency I had learning the real translation functions and duties I have finished translating the contents of which is a translated version from English into Vietnamese and from Vietnamese into English Moreover, I participated in interpreting for my group during the meeting to introduce some overview research papers on “The state of customer experience: three trends for healthcare” (Please see the attached appendix) The work is not done Although I have completed all the assigned work, there are still some shortcomings, such as fluency of the sawing and interpreting Document translation is not much specific content Lession learned School officials and staff have helped and assisted me a lot, especially during the internship The experience gained during the internship will be my foundation and baggage later It was the most valuable experience I thought would help me a lot in the future Self-assessment weaknesses - Advantages: Short internship, I quickly acquainted with the new environment and grasp the work of the agencies I quickly grasp the work assigned and completed on time I can communicate with activities and have fun talking to them - Disadvantages: Limited in commuication, especially when using the diplomatic vocabulary Nghe An, 2023 Reporter Nguyễn Phi Hoàn NỘI DUNG CHI TIẾT BÁO CÁO THỰC TẬP (DETAILS INTERNATIONAL REPORT) I BIÊN DỊCH BÀI GIỚI THIỆU TỔNG QUAN VỀ: “TRẢI NGHIỆM KHÁCH HÀNG TRONG LĨNH VỰC THIẾT KẾ SỨC KHỎE” (Translation about the overview of: “customer experience important planning field from) INTRODUCTION Customers, guests, consumers, patients — it doesn’t matter what you call them, your visitors want to get the best experience possible While this is selfevident for industries such as retail, in healthcare this concept is more of a novelty Healthcare is a customer service industry Kind gestures and positive everyday interactions between staff and patients result in healthcare companies known for good quality of care The first key to providing great customer service in the healthcare industry is to stop treating patients as customers whose sole purpose is to generate revenue Great customer service starts with taking a patient-centric perspective – viewing them as people your company is meant to help I have read a lot of literature at home and abroad on this topic When I read these materials, I felt like I learned a lot And the graduation thesis is the driving force that helps me read and translate this document, contributing a part of my knowledge to the common treasure LINGUISTIC FEATURES OF SOURCE LANGUAGE The language of the two source article is electronic newspaper The writing style is formal, and the information conveyed is legible Eg: - Personalization of the customer experience: when the service is patientcentric, healthcare providers can use existing data about the patient to provide a unique and personalized experience personalized to each customer - Use technology to listen and understand: The best way for companies to provide empathetic customer experiences is to know their customers’ expectations, needs and preferences This requires improving listening channels, whether it’s using digital engagement to understand intent, real-time sentiment analysis to adjust in the moment or AI across digital channels to gather insights AI is similarly bolstering voice channels with natural language processing, speech to text and sentiment analysis Companies are rewarded for providing personalization with greater loyalty, stronger advocacy and increased wallet share - Vocabulary: self-service, Telemedicine, Healthcare, frequency, customer service, … thuật số, tạo kết nối liền mạch bệnh nhân người chăm sóc Nền tảng cho phép kết nối trực tuyến hỏi nhận câu trả lời, đồng thời, thực sứ mệnh cung cấp nơi hỗ trợ cho bệnh nhân gia đình từ chun gia người chăm sóc CVS Health – chuyển đổi số chăm sóc sức khỏe CVS Health – đơn vị chăm sóc sức khỏe với mục đích đơn giản rõ ràng: giúp người đường tới sức khỏe tốt CVS Health xếp vị trí thứ bảng xếp hạng Fortune500 (năm 2020) với lợi nhuận đạt 6.6 tỷ $ (5) Năm 2019, CVS Health đổ chức chiến dịch chăm sóc sức khỏe 17 thị trường – vùng Hoa Kỳ có bệnh viện bác sĩ chăm sóc Chiến dịch mang tên “Project Health” tổ chức hàng năm nhằm cung cấp dịch vụ khám sàng lọc miễn phí cộng đồng nhận quan tâm Các chiến dịch giúp phần ba người tham dự lần nhận thức mối quan tâm tình trạng sức khỏe thơng qua buổi kiểm tra CVS Health thực đưa dịch vụ chăm sóc sức khỏe đến đối tượng khách hàng Giá thuốc chủ đề khách hàng quan tâm nhiều chăm sóc sức khỏe CVS Health cung cấp minh bạch giá thuốc/giá dịch vụ, điều giúp khách hàng đưa lựa chọn thông minh phương pháp 16 Permanente's core beliefs in personal care in the digital world and created a seamless connection between patients and carers The platform enables an online connection to ask and get answers and is on a mission to provide a place of support for patients and families from professionals and carers CVS Health – transformation is a constant in healthcare CVS Health – a healthcare unit with a simple and clear purpose: to help people on the path to better health CVS Health ranked 5th on the Fortune500 rankings (in 2020) with a profit of over $6.6 billion (5) In 2019, CVS Health launched health care campaigns in 17 markets – regions of the US with few hospitals and doctors providing care The annual “Project Health” campaign aims to provide free screenings in these low-care communities Campaigns help a third of attendees become aware of a health concern or condition for the first time through screening sessions CVS Health has brought health care services to all customers Drug prices are one of the topics of great interest to customers in healthcare CVS Health provides drug/service price transparency, which enables customers to make smarter choices about treatments and điều trị nhà cung cấp dịch vụ, tương tự họ mua sắm cửa hàng tạp hóa hay mua vé để khách hàng chủ động hơn, đáp ứng theo khả năng, yêu cầu họ Chương trình khách hàng thân thiết ExtraCare điểm khác biệt CVS Health so với đối thủ giúp CVS Health hiểu dự đoán nhu cầu riêng biệt khách hàng, cho phép thực cá nhân hóa trải nghiệm khách hàng, nâng cao hội tiếp cận vươn xa cho CVS Health Cuộc cách mạng chăm sóc sức khỏe dài lâu, tương lai ngành chăm sóc sức khỏe khơng cịn chủ đề giới hạn vài nhà lãnh đạo ngành mà câu chuyện đối tượng hệ sinh thái ngành từ bác sĩ, chuyên gia chăm sóc sức khỏe đến nhà cung cấp đặc biệt khách hàng – đối tượng phục vụ Khách hàng trở thành trung tâm chăm sóc sức khỏe, góp phần thúc đẩy xu hướng buộc sở tổ chức y tế chăm sóc sức khoẻ phải đổi Chính vậy, các đơn vị tổ chức cung cấp dịch vụ chăm sóc sức khỏe cần mạnh dạn thực chuyển đổi để mang lại quy trình kết nối liên tục, cung cấp dịch vụ chăm sóc thơng minh hiệu hơn, đáp ứng yêu cầu khách hàng cung cấp cho khách hàng trải nghiệm tuyệt vời providers, similar to when they go shopping at the grocery store or buy a ticket so that customers can be more proactive and respond according to their abilities and requirements ExtraCare loyalty program is the key point of differentiating CVS Health from the competition helping CVS Health understand and anticipate the unique needs of each customer, enabling personalized customer experience, enhance outreach opportunities for CVS Health The healthcare revolution is longlasting, the future of healthcare is no longer a topic limited to a few industry leaders, it is the story of everyone in the industry ecosystem from doctors, healthcare professionals to providers and especially customers – the object of service The customer has become at the heart of healthcare, driving trends and forcing medical and healthcare organzations to innovate Therefore, healthcare service providers need to boldly make the transformation to bring about a seamlessly connected process, to provide smarter and more efficient care meet the requirements of customers and provide customers with great experiences Nguồn liệu tham khảo: (1) Doctor.com 2018 Customer Reference data source: experience trends in healthcare (1) Doctor.com 2018 Customer 17