Doctor Luong Cong Minh, Deputy Director of Nguyen Tri Phuong Hospital, announced on 22/7 that the hospital had received two complaints regarding a security guard. The complaints cited improper conduct at the hospital gate and the collection of money for parking assistance provided to patients' relatives.

Immediately after receiving this information, the hospital's management board collaborated with the security service provider to investigate the incidents.

Investigation results revealed that in the first complaint, a member of the public had parked their vehicle, obstructing the emergency entrance. The security guard admitted to "speaking loudly" when asking the individual to move the car.

Regarding the second complaint, the hospital recorded images of the security guard receiving money from a patient's relative picking up their vehicle near the emergency entrance. The guard explained that individuals temporarily parked their vehicles to bring relatives into emergency care, and then "voluntarily offered a sum as a thank you, rather than the guard demanding payment as a parking fee".

According to Doctor Minh, the management board determined that the security guard's attitude and conduct were unprofessional and did not align with the communication standards required in a medical environment. The hospital leadership requested the security service company to reassign this employee to a different role and remove them from working at the hospital. Additionally, the hospital mandated the service provider enhance training for all security personnel on communication and conduct with patients and their relatives.

The hospital's leadership affirmed that security guards are strictly prohibited from collecting parking fees from patients and their relatives under any circumstances. In urgent situations requiring priority for emergency patient access or handling critical incidents, security guards are responsible for providing short-term parking assistance entirely free of charge.

A view of Nguyen Tri Phuong Hospital. *Photo: Hospital provided*

Nguyen Tri Phuong Hospital stated its commitment to continue receiving, verifying, and addressing public feedback to improve service quality and foster a civilized, safe, and friendly healthcare environment.

Le Phuong