….must treat patients with dignity, sensitivity
HEALTH Minister Dr. Leslie Ramsammy yesterday made it clear that his Ministry has a zero tolerance for health workers whose attitudes and behaviour towards patients are not what they should be and contribute to painting a negative image of the health sector.
More importantly, he stressed that immediate disciplinary action will be taken when such incidents are brought to light.
“Health workers are not only responsible for making diagnosis and prescribing medicines. We are in the business of making people feel better,” Ramsammy said.
The Health Minister noted that “making people feel better” includes treating persons with dignity, kindness, sensitivity and care.
Ramsammy acknowledged that there are deficiencies and gaps in the delivery of quality health care, but made it clear that where negative attitudes contribute to this, they will not be condoned.
“The Ministry has some deficiencies and gaps, but where it is because of lack of resources it is excusable,” he said.
Ramsammy said the insistence of a zero tolerance policy will hopefully right the wrongs and assist in improving the quality of health care delivered to citizens.
Waiting Time

He said patients have to recognise that there is a process and in certain institutions there will be waiting time.
“I do not think people rebel against waiting, unless it is under certain conditions,” Ramsammy said.
In any case, he observed that during waiting time, patients must not be subjected to negative attitudes and behaviours from health workers.
The Health Minister pointed to the motto of the Georgetown Public Hospital Corporation (GPHC), ‘We Care’, and said all health care delivery institutions, including the GPHC, must emulate this concept.
“You cannot care when you are insensitive to people…I will always say, on behalf of the majority of health workers, we are trying our best,” Ramsammy said.
The Health Minister reiterated that no untoward behaviours will be condoned and no more “chances” will be given.
“We tried cajoling. We tied training and we tried incentives, but such behaviour, albeit in a small number, persists,” he said.
Ramsammy noted that this includes negative attitudes and behaviours from support staff and even security guards.
“Security guards are not doctors or nurses, and do not have the right to turn away a patient who turns up…the doctors and nurses are the ones who deal with that,” he said.
The Health Minister said this is a major problem.

NEED

The announcement of a zero tolerance policy is welcomed to a cross-section of the general public frequenting public health care institutions.
A recent visit to the Leonora Diagnostic Centre found that the majority of persons in the out-patient section agree that such a policy is needed to effect more meaningful change at the ground level, where it matters.
While it was agreed that public servants are faced with challenges of their own, it was also agreed that a degree of professionalism must be present to prevent the transfer of that frustration to the undeserving lot who are the patients.
At the Diagnostic Centre, one senior nurse’s harsh tone was the talk of those in the out- patient section, who were subjected to a rough tone inquiring, “What” and “Where.”
Among those at the out-patient clinic was 87-year-old Dukhni Ramdhani, who was assisted to the Centre to see a doctor about her complaints of diabetes and hypertension.
“I depend on my neighbour to bring me because my foot not really good,” she said.
When asked about the service, the old woman stated that there have been improvements, but also pointed out that health workers need to remember that “is people they dealing with.”
Other individuals there to see a doctor felt the same way.
However, in the same way some health workers were criticized, there were instances where those showing consideration were lauded.
A teacher waiting in line was attended to early, with the agreement of those behind her, as she had to be at school on time.
Generally, the consensus among patients is that health workers deliver “care” as best they can, but there is room for improvement – an area which the Health Ministry’s zero tolerance policy hopes to address.