Article at a glance
SCMC in Bangkok and Srisukho in Phichit, Thailand, develop their teams through formal training, internal meetings, academic events and service experiences as customers. This article brings together activities from 2024 to 2026 and explains how their lessons inform a culture of thoughtful care guided by Mindfulness, Quality, Kindness and Unity.
At SCMC x SRISUKHO, we believe that a thoughtful experience begins with the people behind it. A warm welcome, a clear explanation and a well-coordinated handover each depend on a team that has the time and opportunity to learn. We invest in staff development across professional knowledge, communication, personal presentation and the practical details of service.
This approach reflects the Srisukho family philosophy, “ดูแลด้วยหัวใจใส่ความรัก,” which expresses our commitment to caring with heart and love. It also connects with our four values: Mindfulness, Quality, Kindness and Unity. We want those values to inform everyday work, from the way colleagues listen to one another to the way they help a visitor understand what happens next.
Learning through the customer experience
Dr. Chanesd Srisukho draws on first-hand experiences as a customer to inform conversations about service development. These experiences offer opportunities to observe how a welcome is delivered, how information is communicated, how different teams coordinate and how personal space is respected.
This approach also includes regularly taking newer team members to experience service as customers. Thoughtful attention and anticipatory service encountered in leading hotels, including five-star service environments, provide inspiration for discussing what can be applied appropriately in our own work.
The hotels that form part of the founder’s customer-experience reference base include Dusit Thani Bangkok, Aman Nai Lert Bangkok, W Bangkok, The Ritz-Carlton Bangkok, Waldorf Astoria Bangkok, Arco Phuket Town, The Sukhothai Bangkok, Anantara Siam Bangkok Hotel, The St. Regis Bangkok, Capella Bangkok, Andaz One Bangkok, Mandarin Oriental Bangkok, Conrad Bangkok, The Standard Bangkok Mahanakhon and Grand Nikko Bangkok Sathorn.
We visited as customers and learned by observing the service experience. Naming these hotels does not indicate a partnership, an endorsement of SCMC x SRISUKHO or a training programme delivered directly by each hotel. It also does not mean that every team member attended an activity at every property.
The value of these experiences lies in the questions they raise. What helps someone feel welcome? How can a complicated process become easier to understand? How can a team notice a possible need while respecting privacy? These are useful starting points for examining our own work and deciding which lessons fit a healthcare setting.
Six clinic-funded meetings to develop the team
During the preparatory period before company incorporation, the clinic team funded and organised a series of internal offsite meetings. These created dedicated time to review work, exchange knowledge and experience different service environments together.
- 11 July 2025 — Kimpton Maa-Lai Bangkok: A meeting of the founding team during the premises-preparation period, with departmental reviews and the sharing of knowledge gained through external learning. Event record
- 11 September 2025 — Anantara Siam Bangkok Hotel: A monthly meeting focused on staff capability, working efficiency and team unity. Event record
- 22 October 2025 — The new Dusit Thani Bangkok: An internal meeting and a further opportunity for shared learning in a different service environment.
- 11 November 2025 — The Ritz-Carlton Bangkok: A team meeting addressing working processes and service development. Event record
- 11 December 2025 — Capella Bangkok: Discussions covering people, service and product knowledge, and preparations for the following year. Event record
- 28 January 2026 — Mandarin Oriental Bangkok: A joint meeting of the Bangkok and Phichit teams to prepare for the next stage of operations and service delivery. Event record
Meeting outside the clinic gave colleagues a different setting in which to work together and a shared customer experience to discuss. The purpose was to bring useful questions back to our own setting: Are handovers clear? Does the person receiving care understand the next step? Where could better communication reduce uncertainty?
A continuing programme of learning since 2024
Customer-experience observation sits alongside structured instruction, academic events and internal organisational development.
In May 2024, an organisational development programme in Phichit brought together the Mali Clinic and Srisukho dermatology teams. It covered quality management and service behaviour, alongside a hospital service study visit. This was a separate activity from the JRP training held in July that year.
In July 2024, the team participated in JRP training in personal presentation and service at The Sukhothai Bangkok in Sathorn, with instructors Pranom and Thanya. The training provided an opportunity to practise communication, professional presentation and readiness for meeting people in a service setting.
On 28 November 2024, the team also attended the external event The Power of Daily Weight Management, providing another opportunity to learn about weight management. This was distinct from the earlier OD programme and JRP training.
On 19 June 2025, team members attended Beyond Weight Loss Benefits at W Bangkok, supported by Novo Nordisk. In August 2025, representatives also attended an academic lecture at Mercure Surawong, supported by Zuellig Pharma. These sponsor-supported academic activities were separate from the six clinic-funded internal meetings.
In July 2025 in Phuket, Dr. Chanesd Srisukho participated as a speaker in an academic event on obesity and weight management in southern Thailand. Senior Product Specialists and clinic managers also attended. Taking part as both presenters and learners created opportunities to exchange professional perspectives and reflect on practical experience.
During 2025 and 2026, staff development also included Butler training with Nai Lert, together with visits to Nai Lert Park Heritage Home and Aman Nai Lert Bangkok. The instructor-led training and the visits for service observation represent distinct types of learning.
Shared dining and service experiences at R-Haan in early 2025 and ARVA in the first half of 2025 offered further opportunities to consider attention to detail, the sequence of service and the teamwork behind a customer’s experience.
Another area of development is attentive listening and introductory counselling skills. The organisation supported Ms. Nakamol in pursuing introductory training with iStrong as part of its staff-development approach. The intended learning centres on listening carefully and communicating with an understanding of professional boundaries. This training does not confer psychologist status or a licence to practise clinically.
Within the organisation, development also includes annual organisational development activities at Srisukho, employee health checks, sessions with national-level speakers and activities that strengthen working relationships. These reflect our belief that supporting the people who provide care is an important part of building a caring workplace.
One example was the programme held from 16 to 18 August 2025, which included health checks, learning activities and team bonding. On the evening of 18 August, Srisukho’s 40th-anniversary academic conference in Phichit brought together Srisukho Hospital personnel and the Bangkok clinic team. Supported by Novo Nordisk, the conference covered obesity and women’s health, providing a further example of team development and academic learning alongside the internal hotel meetings.
Applying service lessons thoughtfully in healthcare
We want the team to become more attentive to needs that a person may not yet have expressed. Useful areas for reflection include explaining a process in advance, checking whether someone still has questions, choosing a private setting for a sensitive conversation and improving handovers to avoid unnecessary repetition.
Care that goes beyond expectations should remain considerate and proportionate to the individual. Anticipating a possible need must go hand in hand with asking respectfully, listening carefully and allowing people to make their own choices. Thoughtful service requires judgement about when to offer help and when to give someone space.
Hospitality learning supports the experience of receiving care. Medical assessment, treatment and clinical decisions depend on professional standards, scientific evidence and each person’s circumstances. Participation in service-development activities does not establish clinical quality or guarantee a treatment outcome.
Mindfulness Quality Kindness and Unity in everyday work
Mindfulness means listening attentively and being present in the task at hand. Quality means caring about accuracy and reviewing how work is done. Kindness means communicating respectfully and recognising the person in front of us. Unity means working together so that care remains coordinated across the team.
For SCMC x SRISUKHO, investing in people is a continuing responsibility. Meetings, formal training, academic exchanges and first-hand customer experiences each contribute a different perspective. Our aim is to bring those lessons into everyday work so that the Srisukho philosophy of caring with heart and love can be felt in the attention our team gives to each person.
