hospitality

pagi tadi saya attended satu interview kerja.

bukan interview itu yang mahu saya bebelkan.
saya ditanya satu soalan yg sangat buat saya berfikir dengan sangat dalam.

of koz masa interview tuh, saya main jawab je.

tapi, td sampai skrg, saya sangat fikirkan jawapan yang sepatutnya saya berikan masa tuh.
i am not complaining.
this is not regret.



saya ditanya lebih kurang beginilah:
"if a patient getting angry because the doctor hasn't arrived yet for their appointment. You have tried to contact the doctor but still, no reply. What would you answer to the angry patient?"



allow me to answer with a story of my personal experiences, would you care to listen?

:)

thank you for reading and for your time.

It was back at 2010. After Amma undergone her major operation on 7th July. STO was scheduled 10 days after the operation. (10 days or 7..not sure)

when the STO day came, the staff nurse helped Amma for the treatment. Unfortunately, her wound was infected by e-coli bacteria ( confirmed after they tested swap from Amma stomach) and leaving the wound wide open.

Amma was very frustrated that day.

and to make it worst, it was Saturday. So, we waited for Monday to come, with hope.

On Monday, all the specialist who responsible in Amma's case was there. They suggested us to buy something at the pharmacy since hospitals doesn't have it. And, they said, they will refer Amma's case to the surgery specialist.

Late evening, one surgery specialist came to check Amma's wound.
and his word was like a knife that killed Amma's smile.

"saya boleh nampak macik punya usus ni"

And so, he make several phone calls and discuss something to perform an emergency surgery for Amma. in a very serious manner. Then, they (the OnG n surgery specialist) decided to transfer Amma to the surgery ward.
So, we moved to Surgery Ward in Level 4.

You can not imagine the ward.



MALAPETAKA!

(saya mungkin melebih2...tp ini shj perkataan utk gambarkan keadaan ward masa tuh)




for those who have been or worked in these two wards, they can understand. OnG ward is peaceful, you can find tranquility, you can even sleep because of the wind blows so soft.

but, in the surgery ward, I see everyone is busy. Staff nurses moving here and there. They even have extension bed. I even saw empty bed outside the corridor.

OMG! Do we have to sleep outside the corridor?

you can see relatives of a patient besides your bed was reciting Surah Yaasin for the dying patient.

Only Allah knows how scared I am that time.
I said to Allah, not Amma's turn...please....

I am not complaining about government hospital services.
please.




my point is:
The fact that Amma got bacteria infection at her wound was hurt enough for us.
We waited for 2 days for the specialist doctor to come and suggest us the solution.
Telling me "Don't worry, this problem can be fixed".

that was my hope.
Our hope.


But, they (OnG specialist) can't do anything about it. They transferred us to a 'hell' ward with a very rude surgery doctor.

no matter how bad the situation was, we doesn't have any angry feeling towards them (OnG specialist).

why?


because Dr. Huda, she said this to my mother:
"Kak Habsah, saya minta maaf ye."




*tears*




As a patient, we need people to listen to us.
Pay attention to us.
We are in pain. Sometime the pain is unbearable until we pray Allah to take our life straight away.
Sometime, the patients doesn't have friends or family for them to tell about their pain. And their hope is only at the doctor.


So, when the doctor couldn't help to improve our conditions, we wish to hear the truth and getting sincere concern from them.
We know that doctor, after all is human being too.


And, referring back to the question on the top,
I believe
first, we need to apologize to the patient for keeping him/her waiting for long.
Explain that we already did try to contact the doctor but no reply.
Ask the patient, is there anything that you can do for him/her?
i.e maybe they wish to make new appointment?
If you have water near you, offer one to him/her.

I believe, that they will wait for your doctor.
whether they wait at the clinic or wait for next appointment.

they will not run to other hospitals or competitors. (unless it was emergency lah)
Private hospitals is everywhere.
What makes patient keep coming to your hospital?




The hospitality.




Semoga rahmat Allah sentiasa bersama kita semua.
Amin Ya Rabb.