Patient Safety as the Highest Priority

According to the hospital leadership, the first and most fundamental pillar is ensuring that patient safety remains the top priority in all nursing activities.

The entire nursing system is required to strictly comply with the “Five Rights” principle in clinical care, achieve full adherence to safe medication practices, conduct mandatory patient handovers using standardized checklists, and report incidents honestly, objectively, and promptly.

Each clinical department must establish comprehensive Standard Operating Procedures (SOPs), organize regular training sessions, and conduct competency assessments at least twice per year.

The hospital’s message is clear: There is zero tolerance for preventable errors, and no risk to patient safety will be accepted.

Building a Patient-Centered Service Culture

Beyond technical expertise, Bach Mai Hospital recognizes service culture as a crucial pillar in nursing practice.

Patient care is not viewed as a favor but as a professional responsibility, an ethical commitment, and a core value of the nursing profession.

Head nurses are required to lead by example—remaining attentive, compassionate, and responsive to patients’ needs. They also hold direct responsibility for the quality of care delivery within their units.

This culture of service is reflected through:

Compassionate and attentive attitudes

Professional communication

Respectful behavior toward patients and families in all circumstances

Strengthening Discipline and Practical Oversight

Another major focus is reinforcing discipline and operational accountability.

The hospital will increase unannounced inspections and audits to objectively assess compliance with procedures, the quality of nursing care, patient handover practices, documentation standards, and service attitudes.

Hospital leadership emphasized that during periods of high patient volume, adherence to protocols and strengthened monitoring becomes even more essential.

Each department must actively identify risks early, prevent potential errors, and ensure that minor issues do not evolve into systemic problems.

Standardizing Nursing Management and Improving the Work Environment

In parallel with professional and disciplinary requirements, Bach Mai Hospital is continuing efforts to standardize nursing management and improve working conditions.

A job-position framework is being developed to guide workforce planning and ensure adequate staffing according to a defined roadmap. This step is particularly important as the hospital prepares for future expansion, including operations at its second campus.

The guiding principle is that management must stay one step ahead—anticipating risks, standardizing operations, and improving overall system efficiency.

KPI-Based Governance Linked to Performance

Starting in March, the hospital’s nursing system will implement Key Performance Indicator (KPI) evaluations linked to performance-based incentives.

Patient safety remains the highest priority indicator, with performance assessments focusing on:

Compliance with clinical procedures

Checklist-based patient handovers

Medical documentation quality

Professional service culture

Patient satisfaction

Prevention of systemic errors

Reward and accountability mechanisms will be directly tied to additional income incentives, ensuring fair recognition for high performance while addressing violations firmly. Importantly, any attempt to conceal medical incidents will result in disciplinary review, reflecting the hospital’s commitment to transparency, accountability, and patient safety.

A Strategic Vision for Nursing Excellence

By clearly defining these five strategic pillars for nursing development, Bach Mai Hospital demonstrates the determination of its leadership to build a nursing workforce that is more disciplined, more professional, and more compassionate.

With patient safety placed above all else, standardized procedures, and a strong culture of service, the hospital’s nursing team continues to play a central role in advancing Bach Mai Hospital toward a modern, high-standard, and sustainably developed healthcare institution.