Complains

I am a doctor in the government hospital. I work in various hospitals for more than 23 years. The working condition defer from one hospital to another hospital. For the last 12 years, I have been working in 2 new hospital with IT facilities. Working condition definitely more comfortable in the new hospital. However, all of us doctors in the government hospitals, our aim is the same. We are trying to give the best medical services to our clients at par of the world standard. We are trying very hard to satisfy our public. Some patients complained direct to the health minister just because they have to wait more than 1 hour in the government clinic where they only have to pay RM5. Some of them refused to pay the registration fee of RM5 and insisted to be seen early and accused the staff in-charge so slow. Mind you, the complain went straight to the Minister or DG. There are many no basis complains from our public that we received everyday. Our administrator busy typing explanation letters where they can spend more time to handle other important matters. I also noticed that some of our public just kept silent if they have to wait for 2-3 hours in private hospitals or clinics where they are paying much more than they do in the public hospitals. It seems that they don't mind because the specialist will see them. In the government hospital, only the MO see them. Sometimes, small numbers of them, waiting for 5 minutes in OPD seems to be so long. The public has a perception that government hospitals give a second class treatment. No matter how hard you try, you won't be able to satisfy all of them. What we need to do is, continue to improve our services in all areas. I can confidently say that services in the public hospitals have improve tremendously and as good as private hospital or even better. As doctors who are trying so hard to give the best treatment to our patients, the complains do make us feel bad and demoralizing. I don't deny that there are genuine complains that require drastic action. There were complains that completely nuts. I will tell you the story.

My specialists work so hard with 2-3X ward rounds a day. I can assure you that non of the patients will go home without being seen by a specialist. I don't have many specialists but the doctors that I have are very dedicated doctors. One morning, she did her ward round as usual. The medical officers and HOs followed her. She talked to every patients that she saw and explained to the mothers or the carer on the progress of the child or patients. She saw one of the mother who stayed with her baby. She is a teacher. My specialist explained to her the condition of her child and the treatment that was given. The mother voiced out that she has something going on at home and even she was gonna missed the celebration of the teacher's day in her school. She requested for her child to be discharged on that day. My specialist explained to her that her child was still not well and needed to be in the ward for a few more days to complete the antibiotics. However she insisted to go home and accusing my specialist so inconsiderate. not caring enough and refused to understand her problem. My specialist told her that her child needed the treatment. As the mother she should gave more priority to the child health. Teacher's day celebration was not so important compared to her child's health. The mother got angry and wanted to see a specialist and not knowing that the doctor that spoke to her was a specialist. My specialist told her who she was and said she is the consultant in-charge. The mother accused my specialist of being so arrogant. She wanted to lodge a complain to the hospital director. Actually my specialist could have just let her go but her concern was the child's safety. The mother didn't understand that. She just wanted to go home. She even said that my specialist was not caring enough because my specialist forgotten to wish her happy teachers day. I want to ask all of you . Is it wrong not to wish her happy teachers day. We can't even remember our own birthday. Funny woman....too much... Anyway, in the eyes of the administrator, we are still wrong. Customers are always right.