If a hospital were a documentary, with medical staff and patients as the main characters, then MSH's hospital representative would be the narrator of this documentary, quietly waiting, gently watching over those who would otherwise pass by, reflecting the warmth of love in moments of hesitation, confusion, or relief.
Ms. D is a Chinese-American executive. During her first visit to China on a business trip to Guangzhou, she suddenly experienced gastrointestinal discomfort and immediately contacted her high-end health insurance service provider, MSH, to make an appointment at the gastroenterology department of a hospital in Guangzhou.
Patient Communication, Soothing Emotions
Candy, the MSH representative stationed at the hospital, warmly welcomed Ms. D and thoughtfully accompanied her to the consultation. Feeling an instant connection with Candy, Ms. D confided her concerns and difficulties. It was her first time in China, and due to language barriers, she was wary and confused about her surroundings. For example, she was alarmed when the doctor prescribed an injection, as it is rare for minor illnesses in the U.S. to require injections, leading her to fear that her condition might be very serious.
As she spoke, Ms. D helplessly cried in the waiting room. Sensing her distress, Candy quickly explained that while there might be differences in medical practices, the doctors within the MSH network have extensive clinical experience and there is no need for excessive worry. If she still felt uncertain, MSH could help her schedule an appointment at another hospital within the network to get a second opinion.
Meticulous Service, Utmost Responsibility
After understanding Ms. D's medical preferences and her temporary hotel address, Candy promptly asked her colleagues in the medical network department to recommend suitable hospitals and specialists—the *Special Needs Department of the First Affiliated Hospital of Sun Yat-sen University within the MSH medical network.
Candy also added Ms. D on WeChat, sending her a "medical guide" with detailed hospital addresses and consultation notes in the form of pictures and text. Following Candy's guide, Ms. D had a smooth consultation.
*The First Affiliated Hospital of Sun Yat-sen University is one of the most authoritative comprehensive tertiary hospitals in the southern region, where ordinary patients have to wait at least half a month for a gastroscopy appointment. Thanks to the deep cooperation between the hospital and MSH, and the active coordination of the representative, the client's problems were resolved and the examination was completed in the shortest possible time.
Sincere Treatment, Dedicated Accompaniment
Due to MSH's ongoing deep cooperation with the network hospitals, Candy had already prepared all the necessary documents for the hospital in advance, ensuring a quick and smooth visit for Ms. D. Additionally, Candy remotely monitored Ms. D's medical progress, summarized the doctor's advice, and reminded her of the next day's examination precautions via WeChat.
On the day of the examination, Candy arrived at the hospital early to meet Ms. D. During Ms. D's anesthetized examination, Candy waited outside, printing the report, confirming post-examination precautions with the doctor, and coordinating the next follow-up appointment.
Never Forget the Original Intention, the Mission Must be Accomplished
After waking up, Ms. D immediately saw Candy's cheerful smile and had already received detailed arrangements and precautions on her mobile phone. The doctor informed her that the polyps had been removed during the examination, and the pathology report would take 48 hours.
Ms. D hugged Candy with excitement, saying, "I feel like I have relatives accompanying me even though I am in a foreign country. I really didn't expect such professional and considerate service from MSH! I am also preparing to arrange MSH insurance services for all my family members! As I plan to gradually transfer my work center to China, I will be spending more time here in the future, and I really hope we can become good friends in life as well."
MSH has always been committed to providing high-quality medical services to clients, and Candy is a loyal practitioner of this philosophy.
