Patient Support at Keio University Hospital

Keio University Hospital (hereinafter referred to as "the hospital") provides various types of support in each department to ensure that patients can receive treatment with peace of mind. Among these, we would like to introduce some of the support initiatives led by the Patient Support Center.

The hospital has established a General Consultation Desk where staff from the Patient Support Center listen to patient feedback and provide consultations. From the diverse range of feedback received, we select and work on areas that can be improved in hospital management.

The newest support initiative is the communication support "Kikoe Card" (Hearing Card), which began in March 2025. This initiative was started based on feedback that patients with hearing difficulties were having trouble at reception or during examinations, and that staff appeared to be shouting at elderly patients because they were speaking loudly to be heard. When a patient shows the "Kikoe Card" to hospital staff, it is a system where staff respond with consideration by using written communication or transcription apps. It was created with the cooperation of all relevant departments, including doctors from Otorhinolaryngology, Head and Neck surgery, and administrative departments.

Because it involved all departments, it took time to coordinate, and it took over three years from the start of the project until the system actually began operating. In this way, the Patient Support Center utilizes patient feedback to improve hospital management while gaining the cooperation of relevant departments.

We also created a system to guide patients in wheelchairs or those with visual impairments to their next examination or consultation room. This was prompted by several comments stating that requests to "please push my wheelchair" were declined. Initially, staff were not in favor, saying, "We don't have time for that kind of support. We are very busy." However, after considering how to cooperate and support each other with minimal burden, a relay-style support system was developed where staff guide patients to the next destination rather than the entire way. Since then, complaints from patients about being refused help have completely disappeared. We believe that building a relationship of trust with patients is essential for them to receive treatment with peace of mind.

By listening to patient feedback and linking it to improvements, while also disseminating necessary information from the hospital to patients and enhancing two-way communication, we aim to become a hospital that is even more trusted.