In his interactive presentation Mr.
Healthcare ecosystem, Mr.
They have to be excellent communicator and know how to communicate with the patient, government agencies and media. Delivery of healthcare needs collaboration of different people. Patients are the consumers who obtain healthcare. Healthcare professionals make diagnosis, treat and care while the facilitating organizations include finance, coordination, and regulation. The goals of healthcare consist of cost effective, accessible quality healthcare. Reliability, durability, performance, perceived quality, aesthetics and serviceability are all extremely important in quality.
Hence these medical errors are most often failure of the system and not individuals. Un-necessary interference or no interference to monitor and enforce accountability can also lead to these errors. Hence, one must always analyze the route cause of the problems but never blame the patient as they are in a vulnerable position. Healthcare professionals should ensure patient’s compliance with therapy and instructions; facilitate their patients to be compliant. It is quite possible that the patient did not understand the instructions.
Speed of service, confidentiality, reliability of services provided, value for money, simplicity is all important in patient satisfaction who also wants to be treated with respect. Personal standards are also important i.e. appearance, body language and tone while delivering service, attentiveness, tact, guidance, selling skills and gracious problem solving are all important. Patients should not be de-empowered but they should be fully involved in their treatment. If they are not involved, there is no dialogue with the patient, they feel vulnerable and think they have no voice in the system. Hence it is always important to have the patient on board while taking decisions about their disease management.
Reliability, assurance, responsiveness, empathy and tangible are some of the elements of quality patient service. If you have made some mistake, say sorry which is most important? Be careful, compassionate, and clean and provide competent care. Patients want to know what is happening to them. Pain is unacceptable. Make sure that the pre-hospital area is clean, ensure healthy environment. Knowing your patient and knowing the service, knowing your institution is helpful. Develop excellent communication with your patient. Communication skills could be verbal or non-verbal.
Doctors should be good listeners for which they need to develop listening skills. Listen to understand, do not argue with the patient. At times the physicians might come across dominant, influencing, steady and compliant patient who knows much more about the disease he or she is suffering from. Apologize for the mistake and focus on problem rather than person. Patient care service should include recovery strategy and ensure quality patient services. He concluded his presentation with a quotation which said,” coming together is beginning, keeping together is progress and working together is success.“ He urged the participants to get involved, make a difference and become an agent of change to improve quality of patient care.
In his concluding remarks Dr. Naeemul Haque commended the speaker for his excellent presentation. He also emphasized the fact that we need to give importance to the Patient who should come First. The presentation dealt at length how one should deal with the patients. Medicine, Dr. Naeemul Haque remarked is not only science but art as well. If you take care of the patient better, they will be thankful to you. Dr.
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