Hospitals lack compassion

The word hospital like many other English words is derived from latin meaning "places of hospitality" or hospitium which signifies - the relation between guest and shelterer, hospitality, friendliness, hospitable reception (source: Wikipedia).  Well whatever meaning the word carries it sure does not hold true when it comes to the hospitality of Nepal’s hospital. Like many of you, I have had my share of frustrations when visiting clinics and hospitals but what baffles me is the notoriety of service providers.

Three years back when I was admitted to Patan Hospital in the new wing for a planned C-section, the ordeal was nightmarish right from the start. I was scheduled for the operation the next day but that did not mean rest, I had to visit numerous counters either to give blood or to pay or to check my blood pressure. Not even a single nurse assisted us even though visibly I was huge and was not conformable making the rounds. 

With the entire ordeal behind, my baby girl arrived in good health. The nurse would not transfer me to my room’s bed from the stretcher and she would not clean up after me. No one would visit me for a routine checkup; if complications arrived, the waiting person would have to alert the nurses – truly ridiculous and inhumane. What did these nurses do - just poke the patients with needles for fun? I remember my husband shouting at a nurse because she refused to detach the urine bag, although after a good shout she did. 

What stumps me is that most of the private organizations are worse off or similar to government service sectors. The only difference is the government officers are almost always absent with huge crowds where as private service sectors vehemently keep only one person to attend to huge crowds – and hence the 15 minute trip to the doctor takes almost 2 hours - the oh so perseverance of rudimentary rules. Forget the amount of money one has to pay at every counter.

This weekend I called Norvic to fix an appointment for my husband’s whole body checkup. As I made the call the recipient would immediately transfer my call as soon as I mentioned the word 'whole body checkup' without the courtesy of letting me know what they were doing with my call. Finally, I get through. The end caller books me immediately for 8am. I tell her, 'wait what have you booked me for?' She replies 'you want whole body check up right?' I answer 'yes, but what is in the whole body checkup? Then she throws me all kinds of medical jargon that I obviously do not understand. Here is the thing. Why would I understand something like EHP or AEHP, not all of us work in a medical institution reception? I am still with the call. I asked her to explain what EHP meant and in vain, I did finally make an appointment (thank you Google). I wonder how many people go in for a full body checkup without knowing what tests are conducted and for what purpose.

The next day it took my husband three long hours to complete the Executive Health Plan (aka EHP). Half of Saturday was already spent in the hospital which was obviously chaotic, long queues for cash payment with only one cashier, nurses shouting names as if the patients were being auctioned off in the haat bazaar, single toilet without soap to pee for urine submission and a crowded room did remind me of the Tumlingtar airport waiting room.   

We have many hospitals in Kathmandu that carry the international tag line. There are standards and protocols to follow even if it is for the sake of human well being. The basic requirements are the waiting rooms have enough seats for patients, a water jar with disposable cups, running water, soap and toilet papers in bathrooms. It is equally important that all doctors tend to their patients on time – doctors are not the only professionals, patients are too and their time is equally valuable. All nurses and attendants should respond to every single query with a polite smile – this would definitely eliminate the gap to spend money on any CSR activity. The first approached person in any medical institution should have the knowledge to answer all queries or should have the authority to transfer or refer the patient to the correct person. It is important that the medical workers be trained right from the start to treat each patient with empathy - it is the right of every patient. 

The medical business I believe is one of the most profitable businesses in Nepal unlike the developed countries where doctors have high insurance premiums to pay. Although the doctors are treated as gods often referred, as ‘doctor saab’ and medical business are favored from all aspects with hardly any infrastructure provisions to follow, the patients are robbed off their dignity. Lack of privacy, lack of empathy from the attendants and nurses, long queues, stinking toilets, and humiliation from the parking in charge guy because none of the hospitals or clinics have private parking space are few examples that I have endured on my many trips. Although these complaints are taken for granted; but what if we all make an effort to deliver our message to these businesses, we might avail better services for our money.

http://www.ekantipur.com/the-kathmandu-post/2013/03/30/free-the-words/compassionate-care/247031.html