Clinical Care Pathway & Patient Guide - Sante Hospital
- Guide
- Clinical Consultation & Service Workflow
Guest Guide
- Technical Accreditation (Department of Health)
- Organizational Structure
- Clinical Consultation & Service Workflow
- VIP Medical Examination Procedure
- Medical Examination Process with Health Insurance (BHYT)
- Health Check-up Process
- Vaccination and Immunization Process
- X-Ray and CT Scan Procedure
- Ultrasound Examination Procedure
- Upper Gastrointestinal Endoscopy
- Lower Gastrointestinal Endoscopy
- Laboratory Specimen Collection Procedure
- Test Result Return Time
- Health Insurance (BHYT) Checkup Procedures
- Priority patient categories
Decision on Technical Professional Classification – Department of Health of HCMC
Legal Decision No. 1915/QD-SYT recognizing the comprehensive diagnostic, surgical, and therapeutic capabilities of Sante Hospital.
Official document approving and certifying medical standards issued by the Ho Chi Minh City Department of Health
Organizational Governance Structure of Sante Hospital
OPERATIONAL & CLINICAL ORGANIZATIONAL STRUCTURE
Board of Directors, Executive Leadership, Administrative Departments, and Clinical & Paraclinical Departments
Clinical Consultation & Service Workflow
01
Patient registration for medical consultation
- Reception location: Reception Desk at Ground Floor.
- For walk-in patients (without prior appointment): Patients complete the medical registration form and submit it at the counter.
- For online bookings: Patients proceed directly to the Priority Counter for immediate completion of all procedures.
02
Payment of consultation fee
- Patients settle the initial consultation fee (or requested service packages).
- Receive Medical Examination Slip clearly indicating the specialty clinic room number and queue number.
03
Wayfinding & Specialist Examination Guide
- Staff will guide clients to the specialized clinic area to wait according to their queue number.
- Vital signs measurement: The nurse performs a vital signs check (pulse rate, blood pressure, body temperature, SpO2).
- Specialist Consultation: The physician conducts a clinical examination and provides medical consultation as requested.
- If paraclinical examinations (laboratory tests, X-ray, CT, ultrasound, etc.) are required, the doctor will issue Diagnostic Test Order Form.
04
Payment for Paraclinical Services
- Patients please present the requisition form at the cashier counter to settle the fees for prescribed paraclinical services.
- Receive the payment receipt and guidance on the sequence of functional examination rooms.
05
Perform Paraclinical Test Orders
- Medical staff directly guide and assist clients throughout sample collection, X-rays, CT scans, or ultrasound examinations.
- The process is swiftly coordinated to minimize customer waiting time.
06
Awaiting results & Physician diagnostic consultation
- Patients please rest in the waiting lounge in front of the clinic. The nurse will collect all paraclinical results and transfer them to the Doctor's consultation room.
- The physician analyzes the results, provides a definitive diagnosis, prescribes medication, outlines the treatment plan, and schedules a follow-up appointment (if applicable).
07
Prescription Medication Payment
- Patients pay for prescription medications at the Cashier Counter on the Ground Floor (G).
08
Medication Dispensing & Visit Completion
- Submit prescription and collect medication at Hospital Pharmacy (Ground Floor).
- Pharmacists provide detailed guidance on dosage, proper storage, and essential precautions for taking medication at home.
Important notice for patients:
• Flexible payment options: Supports cash, POS card payments (Visa, Mastercard, Napas), bank transfers, and QR code payments.
• Issuance of Social Insurance certificates: Please notify your doctor if you have any issuance requests. Certificate of Leave for Social Insurance Benefits right during the consultation.
• Hospital admission: If inpatient admission is indicated, nurses will directly assist to ensure the most seamless hospitalization procedure.
VIP Medical Examination Procedure
01
Register for VIP Medical Examination Service
- Patients register for VIP consultation at the Reception Counter (Ground Floor).
- Welcomed by dedicated Customer Care staff and guided upstairs VIP Clinic (12th Floor) via the priority elevator.
02
Complete check-in procedures at the VIP Lounge Reception
- Complete procedures swiftly in a private space and enjoy premium tea or detox water on the 12th Floor.
03
In-depth Examination & Consultation with Specialists
- The VIP nurse measures height, weight, blood pressure, body temperature, and SpO2, and creates the VIP medical record.
- Leading medical specialists personally examine, listen to patients, and prescribe advanced laboratory tests and specialized diagnostic imaging based on individual needs.
04
VIP Service Payment
- Payment for VIP consultation and paraclinical services directly at the 12th Floor Reception Desk.
- Patients using VIP Cards/Premium Insurance Packages do not need to pay extra for services covered under their benefit schedule.
05
Perform paraclinical tests with 1-on-1 priority support
- A dedicated VIP Customer Care specialist provides 1-on-1 personalized escort throughout all imaging and testing rooms, with no shared waiting.
06
Result Interpretation, Explanation & Treatment Planning
- Relax in our VIP lounge while your results are automatically consolidated as swiftly as possible.
- The specialist thoroughly explains each medical indicator, providing personalized nutritional advice, treatment regimens, and long-term healthcare plans.
07
Prescription Payment
- Complete medication payment at the Cashier Counter on the G Floor or 12th Floor.
08
Medication Dispensing & Post-Consultation Care
- Receive carefully packaged medication at the Ground Floor Pharmacy with instructions from a specialist pharmacist.
- Sante Hospital Customer Service team proactively follows up on your health progress after 3-5 days.
Medical Examination Process with Health Insurance (BHYT)
01
Register for Health Insurance Medical Examination at the Reception Counter
- Register for specialist consultations at the Ground Floor (G) Reception Counter.
- Please present one of the following documents: Photo Health Insurance Card / Chip-embedded Citizen Identity Card / Level-2 VNeID app / VssID app.
02
Consultation Fee Payment (Health Insurance benefits deducted)
- Patients settle the consultation fee after the applicable health insurance benefits are automatically deducted by the system.
03
Vital Signs Measurement & Specialist Consultation
- The nurse measures pulse, blood pressure, body temperature, weight, and height.
- The specialist conducts clinical examinations and orders paraclinical tests covered under health insurance benefits.
04
Payment for Paraclinical Services
- Payment for co-payments or non-insurance covered services (if any).
05
Perform Paraclinical and Diagnostic Services
- Customer Care staff will guide patients to laboratory, X-ray, and ultrasound rooms in accordance with standard health insurance procedures.
06
Result Interpretation & Health Insurance Prescription
- The physician reviews laboratory/imaging results, makes a diagnosis, prescribes health insurance medications, and schedules a follow-up appointment.
07
Payment for Health Insurance Medication
- Pay the medication co-payment at the G Floor Cashier Counter.
08
Collect Medication at the Pharmacy & Depart
- Submit prescription, sign, and collect medication at the Health Insurance Pharmacy Counter (Ground Floor).
- Pharmacists provide consultations and instructions for home medication use.
Health Check-up Process (KSK)
01
Register for Health Check-up Packages
- Register for health check-up services at the Ground Floor (G) Reception Counter (pre-employment, periodic, driver's license, and corporate health check-ups).
- Please provide your Citizen ID/Passport and 4x6cm portrait photos corresponding to the number of health checkup certificates required.
02
Health Checkup Package Payment
- Pay the full health checkup package fee at the cashier counter and receive your health record file.
03
Perform examination items by designated floors
- 1st Floor: Blood & urine sample collection for laboratory testing; standard chest X-ray.
- 3rd Floor: Specialty clinic consultations (Surgery, Ophthalmology, ENT, Odonto-Stomatology, Dermatology, Obstetrics & Gynecology for women).
04
Medical Record Review & Consultation Conclusion at the Internal Medicine Clinic
- Patients please bring all paraclinical test results and specialty examination forms inside Internal Medicine Clinic for the physician to conclude the overall health classification.
05
Stamping & Issuing Health Check-up Certificate Number
- Please submit records at the Ground Floor Reception Counter to complete approval signing, archival numbering, and hospital official seal stamping.
06
Receive Health Checkup Certificate & Depart
- Receive the complete original set of valid Health Certificates and finalize the process.
Vaccination and Immunization Process
01
Register Vaccination Information
- Register recipient information (children / adults) at the Ground Floor Reception Counter.
02
Screening Examination & Treatment Protocol Consultation
- The nurse checks body temperature, weight, and vital signs.
- The specialist conducts pre-vaccination screening, advises on an appropriate immunization schedule, and prescribes the exact vaccines needed.
03
Vaccine Payment
- Patients pay for vaccines or vaccination packages at the Cashier Counter on the Ground Floor (G).
04
Safe vaccination administration
- The vaccination nurse verifies the '3 checks and 5 rights' (right patient, right medication, right dose, right route, right expiration date) and administers a gentle, painless injection.
05
30-minute post-vaccination observation
- Patients rest in the Post-Injection Observation Room for at least 30 minutes under the continuous supervision of medical staff.
06
Injection site check & Next dose scheduling
- Medical staff will re-examine the injection site, check body temperature, hand over the vaccination booklet, and provide home care instructions before departure.
X-Ray and CT-Scanner Imaging Procedure
01
Submit Order Form & Receipt
- Patients submit the imaging order form and payment receipt at the Diagnostic Imaging Reception Counter (1st Floor).
- Note: Emergency surgeries are always prioritized for immediate execution.
02
Pre-Imaging Preparation
- Change into dedicated medical attire in the changing room. Please remove all jewelry, metallic items, watches, and mobile phones.
- For contrast-enhanced CT scans: Doctors & Nurses conduct sensitivity testing and safely administer/inject the contrast agent.
03
Perform Diagnostic Imaging
- Patients lie down/stand in the exact position instructed by the Radiologic Technologist. Hold the position and breathe according to the machine's prompts.
04
Change back into personal attire
- Patients change back into personal clothing and carefully check all personal belongings before leaving the imaging room.
05
Awaiting Results & Consultation
- Patients return to the initial specialty clinic. The nurse will retrieve the imaging results from the PACS system and forward them to the Doctor.
ℹ️
Safety Precautions & Turnaround Time for Results
Maternity alert:
Patients who are pregnant or suspect they may be pregnant strictly prohibited from entering the X-ray/CT scan room but must immediately notify the attending physician to switch to a safer diagnostic method.
| Diagnostic Imaging Services | Result Turnaround Time |
|---|---|
| Routine Digital X-Ray | 5 minutes |
| Contrast-Enhanced X-Ray | 20 minutes |
| Routine Multislice CT Scanner | 20 minutes |
| Contrast-Enhanced CT Scanner | 30 – 45 minutes |
| Routine Electrocardiogram (ECG) | 5 minutes |
Ultrasound Examination Procedure
01
Submit Ultrasound Order Form
- Please submit the ultrasound order form and payment receipt at the ultrasound reception desk.
02
Enter Ultrasound Room & Preparation
- Patients enter the ultrasound room and expose the examination area as instructed.
03
Ultrasound Examination by Physician
- The ultrasound specialist directly operates the transducer probe, thoroughly examining organs and capturing accurate diagnostic images.
04
Clean Up & Adjust Clothing
- Wipe off the ultrasound gel with a sterile tissue and readjust clothing.
05
Receive Results
- Patients receive the ultrasound result sheet with high-quality color prints and return to the initial clinic.
ℹ️
Preparation guidelines for the most accurate results
🍽️ General Abdominal Ultrasound
It is recommended to fast for at least 4 – 6 hours prior to the ultrasound for clear visualization of the biliary tract and gallbladder.
💧 Pelvic / Prostate Ultrasound
Drink plenty of water (2–3 glasses) and hold your urine for about 1 hour prior to the examination to fill the bladder.
👩⚕️ Care Standards for Female Patients
When a male doctor performs an ultrasound on a female patient, 01 female nurse is always present to provide support.
| Ultrasound Services | Result Turnaround Time |
|---|---|
| General abdominal, thyroid, and breast ultrasound | 10 minutes |
| Color Doppler echocardiography and peripheral vascular ultrasound | 20 minutes |
Upper Gastrointestinal Endoscopy Procedure (Esophagus, Stomach, Duodenum)
01
Submit Order Form & Check Endoscopy Eligibility
- Please submit physician orders and test results at the 2nd Floor Reception Counter.
- Mandatory Requirements: Fast for at least 6 hours and avoid drinking water for 2 hours prior to endoscopy.
02
Physician Examination & Preparation Consultation
- The endoscopist reviews allergy history and explains the procedure.
03
Pre-anesthetic evaluation (For painless endoscopy)
- The anesthesiologist evaluates respiratory and cardiovascular conditions to ensure absolute safety during short-duration anesthesia.
04
Sign the procedure consent form
- Patients or family members sign the endoscopy informed consent form (including consent for polypectomy if detected).
05
Endoscopic Procedure by Physician
- Perform endoscopy using high-magnification Olympus/Fujifilm flexible endoscope systems to detect early gastrointestinal cancer.
06
Rest in the Post-Anesthesia Care Unit (PACU)
- Patients are monitored in a calm and comfortable recovery area for 30 minutes.
07
Enjoy a light meal
- Endoscopy staff serve complimentary warm, light porridge or soup to clients after recovery.
08
Results Consultation & Prescription
- The doctor explains the gastric mucosal findings, H. pylori test results, and prescribes an appropriate treatment plan.
09
Payment
- Pay for prescriptions or additional procedures at the cashier counter.
10
Medication Dispensing & Departure
- Collect medications at the Ground Floor Pharmacy, depart, and return for follow-up as scheduled.
⏱️
Estimated Endoscopy Procedure Time
| Upper Gastrointestinal Endoscopy Procedure | Procedure Time |
|---|---|
| Non-Sedated Endoscopy (Conventional Endoscopy) | 30 – 60 minutes |
| Sedated Endoscopy (Painless & Comfortable) | 60 – 90 minutes |
Lower Gastrointestinal Endoscopy Procedure (Colonoscopy)
01
Receive Colonoscopy Indication
- Patients receive the appropriate endoscopy prescription from the Gastroenterologist.
02
Bowel Cleansing Preparation
- Fast for at least 8 hours prior to the examination.
- Take the bowel cleansing medication according to the nurse's detailed instructions to ensure the colon is completely clear.
03
Pre-anesthesia Evaluation by Physician
- The anesthesiologist conducts a general examination and evaluates safety prior to short-acting intravenous anesthesia.
04
Sign procedure consent form
- Sign the consent form for endoscopy and polypectomy/histopathological biopsy if lesions are detected.
05
Perform Colorectal Endoscopy / Colonoscopy
- The gastroenterologist inserts a flexible endoscope to thoroughly examine the entire colon up to the cecum.
06
Post-Anesthesia Care & Monitoring
- Rest in the recovery room for 30 minutes under the continuous supervision of our medical staff.
07
Light meal after endoscopy
- Enjoy a warm, freshly prepared light meal served directly to you.
08
Result Interpretation & Consultation
- The physician provides a comprehensive consultation on colonoscopy results, indicates treatment, and schedules an appointment for histopathology results (if polypectomy was performed).
09
Payment
- Pay for prescriptions or procedures at the cashier counter.
10
Medication Dispensing & Departure
- Collect medications at the Ground Floor Pharmacy and depart.
⏱️
Estimated Procedure Time
| Lower Gastrointestinal Endoscopy Procedure | Procedure Time |
|---|---|
| No anesthesia required | 20 – 30 minutes |
| With anesthesia (Gentle sedation, light sleep) | 60 – 90 minutes |
Laboratory Specimen Collection Procedure
01
Submit laboratory test order form
- Patients submit the requisition form at the Specimen Collection Room (1st Floor) and wait to be called by the automated queue system.
- Emergency or priority patients will be admitted for immediate sample collection.
02
Perform specimen collection adhering to medical standards
- Blood sample: The technologist/nurse gently draws venous blood using a butterfly needle and a sterile, single-use Vacutainer tube.
- Urine sample / other samples: Patients receive a specialized specimen container and collect the sample in the restroom as instructed.
03
Receive Result Return Appointment Slip
- Patients receive an appointment slip clearly specifying the estimated time of test completion.
04
Automated Interconnected Result Delivery
- Patients return to the initial clinic's waiting lounge.
- Test results are transmitted directly to the attending physician's computer via the LIS as soon as they are approved by the Laboratory.
Laboratory Test Result Turnaround Time
🔬
Standard Processing Time (TAT) Chart for Test Samples at Sante Lab
| Specialized Laboratory Test Panel | Result Turnaround Time |
|---|---|
|
Blood Biochemistry
Blood glucose, liver function (AST, ALT, GGT), kidney function (Urea, Creatinine), lipid profile (Cholesterol, Triglycerides, HDL, LDL), uric acid...
|
60 – 120 minutes |
|
Hematology & Coagulation
Complete Blood Count (24 parameters), ABO/Rh blood typing, PT, aPTT, Fibrinogen...
|
60 minutes |
|
Complete Urinalysis & Urine Sediment Examination
10-parameter urinalysis, urine sediment examination...
|
60 minutes |
|
Immunology & Tumor Markers
HBsAg, Anti-HCV, HIV, Thyroid (FT3, FT4, TSH), CEA, CA 125, CA 19-9, PSA...
|
120 minutes |
|
Molecular Biology (Viral Load PCR)
Quantitative HBV-DNA, HCV-RNA (2 days) · Quantitative HIV-RNA (3 days)
|
2 – 3 days |
|
Microbiology & Direct Wet Mount Examination
Direct wet mount microscopy for bacteria/fungi (90 mins) · SARS-CoV-2 rapid test (60 mins) · Fluid & blood culture and antibiogram (3 days)
|
90 minutes – 3 days |
|
Anatomical Pathology & Cytology
Pap smear (cervical cytology), HPV genotyping, polyp excision biopsy...
|
3 – 5 days |
|
Prenatal Screening & Genetics
NIPT non-invasive prenatal screening for fetal anomalies, genetic testing...
|
10 days |
Notes from the Laboratory:
The specific result return time is accurately indicated on Test Result Appointment Slip handed to the client after sample collection. In case a re-check is required to ensure maximum accuracy, the staff will notify the client directly.
Health Insurance (BHYT) Medical Examination and Treatment Procedures
📋
Health Insurance Medical Records
Upon arrival for examination, clients are requested to present one of the following valid documents:
- Traditional method: Valid paper health insurance card along with a valid photo ID (Citizen Identity Card / Passport / Driver's License).
- Modern card-free method: Digital technology application in accordance with the Government's Project 06.
3 Methods for Digital Health Insurance Consultations Without a Physical Card
🪪 1. Chip-based Citizen Identity Card
Directly use your chip-embedded Citizen Identity Card integrated with health insurance data to scan the QR code at the reception counter in just 3 seconds.
📱 2. VNeID App (Level 2)
Open the Level-2 electronic identification VNeID app, go to "Document Wallet", and present the "Electronic Health Insurance Card" to medical staff.
📲 3. VssID App
Log in to the VssID app (Digital Social Insurance) -> Select "Personal Management" -> "Health Insurance Card" -> Use "QR Code" or "Card Image".
Quick user guide for VssID:
Step 1: Log in to the VssID app on your personal mobile device.
Step 2: Go to section Personal Management and select Health Insurance Card.
Step 3: Click the button "Card usage" to display the QR code, enabling reception staff to automatically scan and retrieve information instantly.
Priority patient categories
⭐
5 Priority Patient Groups
Patients belonging to the following priority groups receive top-priority service across all stages: Reception, Clinical Consultation, Laboratory Tests, Diagnostic Imaging, Payment, and Pharmacy:
🚨 Priority 1: Emergency
All medical emergencies are received and promptly treated 24/7.
👴 Senior Citizens
Patients from 80 years old and above given priority in examination order and arranged a private room.
🤰 Labor & Delivery
Women in advanced pregnancy from 39 weeks and above.
👶 Postpartum Mothers
Expectant mothers undergoing vaginal delivery or cesarean section under 4 weeks.
♿ Persons with disabilities
Patients with severe disabilities require a companion for mobility assistance.
Priority at the Pediatrics Department (≤ 16 years old)
1. Pediatric emergency conditions
2. Children with severe disabilities requiring family assistance
Priority at the Obstetrics & Gynecology Department
1. Obstetric and gynecological emergency
2. Pregnant women ≥ 39 weeks preparing for delivery
3. Postpartum women ≤ 4 weeks
Inpatient Room Policy:
When hospitalization is required, elderly patients and priority individuals will receive priority accommodation arrangements at Sante Hospital. private inpatient room (quiet single-bed room) upon request.
