Dr. Wittaya Wanphen, Deputy Director of Rama 9 Hospital, said this transformation began due to a significant increase in patient volume, which caused heavy workloads on the front lines. Transferring calls to various departments was difficult and delayed, inconveniencing patients. Multiple transfers and incomplete information at a single point increased complaints and lowered patient satisfaction. This led to upgrading operators into a One Stop Service Contact Center, which reduces transfers, speeds up service, and effectively improves patient care quality.
The new Contact Center system ensures 100% complete information transfer, analyzes issues to reduce unnecessary call transfers, and upgrades staff from general call handlers to Nurse Agents and Contact Center Support Clinical personnel with health knowledge who can provide genuine consultation.
As a result, service quality and patient experience have been significantly enhanced. The system operates using the ADKAR Model alongside Risk Register and Stakeholder Analysis to professionally manage risks and resistance. It also fosters staff engagement through ongoing Change Forums and Internal Communication, while developing personnel capabilities with a Digital Mindset, Soft Skills, CRM training, and creating Champion teams to lead internal change.
On the technology front, the organization integrates Omnichannel, Cloud, and CRM systems for seamless data connectivity. AI is employed as an intelligent assistant for answering questions, appointment reminders, initial symptom screening, supporting staff during service, and aiding doctors with diagnoses through analysis of radiology images and mammograms, enhancing accuracy and treatment efficiency. Operations comply strictly with PDPA data protection, including identity verification before providing patient information and recording an Audit Log each time data is accessed.
The transformation’s results are clear in both quality and business terms. Patient satisfaction (CSI) has consistently exceeded 98%, and Contact Center revenue soared from 11,050,687 baht in 2022 to 21,462,006 baht in 2024. The hospital maintains international quality standards, with Joint Commission International accreditation and a team of over 500 expert physicians handling complex cases.
Dr. Wittaya added that Rama 9 Hospital’s transformation is not merely about adopting new technology but changing the organization’s mindset and work methods. They shifted from an operator system focused on quick call transfers to a Contact Center that cares for patients from start to finish, offers in-depth consultation, and creates truly valuable health care experiences. This change was made possible by leadership support focused on systematic transformation, developing staff, and purposeful technology use.
“We believe AI does not replace personnel but serves as an assistant to make services faster and more accurate. The core of service remains empathy, trust, and ethics in patient care,” he said.
Although the organization has succeeded in its transformation, it still faces challenges from rising patient expectations, managing high-tech costs efficiently, and increasingly strict data security and governance requirements. The hospital continues long-term development plans, enhancing Omnichannel, Cloud, CRM, AI Support, and Data Analytics to improve Patient Experience and operational efficiency.
The hospital also advances specialized Excellent Centers using advanced medical technologies such as Robotic Surgery and Cath Lab Bi-Plan to improve treatment precision and accommodate both Thai and international patients, while upgrading the Hospital Information System to efficiently connect data across the organization.
Another key direction is expanding from treatment to prevention through the 9Smart system and Telemedicine to increase continuous health service access. It also runs proactive social projects like health education, disease screening, kidney transplant awareness, and CPR training to enhance public health under an ESG framework linking organizational growth with social responsibility, environmental care, and governance.
This success not only reflects the hospital’s digital-era management capability but also reaffirms Rama 9 Hospital’s role as a comprehensive health care center dedicated to improving community quality of life and advancing a future in medicine that truly integrates technology, humanity, and sustainability.
. Experienced in Travel Quality Express Group, led by Thanapon Chewarattanaporn, Managing Director of Quality Express Co., Ltd., a leading tour company with 27 years of travel experience, offers comprehensive services including various domestic and international tours worldwide, travel packages, airline tickets, hotels, self-drive or chauffeur services, and group charters.
They recently launched their new 2026 travel products under the concept of Boundless Products, Boundless Cooperation, and Boundless Experience, accompanied by a business partner appreciation party held at the Queen Sirikit National Convention Center.
In an era of increasingly diverse and personalized travel demands, traditional service models cannot fully meet market needs. The company developed the Boundless concept to elevate travel experiences in all dimensions by combining cultural tourism, in-depth travel, and international service standards to meet modern travelers’ needs, reflecting a flexible, contemporary, and unrestricted product development approach.
The event was attended by over 1,500 representatives from travel companies, airlines, tourism agencies, and media from multiple countries, demonstrating strong collaboration among international tourism industry partners.
The atmosphere was warm and friendly, featuring performances by famous Thai artists to create a memorable experience for honored guests, along with special activities and a dinner party to thank partners and customers who contributed to the company’s success.
This event not only reflected Quality Express Group’s vision and commitment to innovation in travel but also reinforced its role in connecting global partner networks to jointly drive sustainable growth in the tourism industry.
Repair Before Replacement HomePro is advancing a new movement to make home care easy, cost-effective, and eco-friendly. It invites homeowners nationwide to refresh their homes for summer through a free appliance repair event—the first of 2026—emphasizing the concept of Repair Before Replacement to extend product lifespan, reduce household expenses, and decrease electronic waste. Customers can bring appliances to any HomePro or Mega Home branch nationwide from 6–8 March 2026 for professional checks and repairs by HomePro technicians. This initiative also supports the Old for New project, collecting unused old appliances for proper disposal, aligning with modern consumer values prioritizing cost-effectiveness and sustainability.