RAWALPINDI:
The authorities at Holy Family Hospital (HFH) Rawalpindi have introduced regular training sessions for doctors, nursing staff and administrative staff, along with structured counseling for patients and their attendants, in a bid to promote a more positive and cooperative hospital environment.
The initiative aims to curb incidents of disputes, arguments and confrontations between medical staff and patients’ families by fostering a culture focused on problem-solving rather than conflict.
Under the new framework, a daily 20-minute training session is held for doctors, nurses, support staff and administrative staff. During these sessions, psychologists and other experts guide participants on how to maintain a consistently positive and empathetic attitude, particularly when dealing with patients and assistants who often arrive in distressing circumstances.
Staff are being trained to listen carefully, respond with understanding and address concerns promptly, with the aim of improving the overall standard of care and ensuring that complaints are resolved without delay. The initiative also seeks to ensure that patients and their families leave the hospital with a favorable impression of the care and conduct they experienced.
In parallel, a formal counseling system for patients and their assistants has been introduced. They are provided with clear information about diagnoses, treatment plans and medical procedures. Counseling sessions also encourage patients and their families to remain calm, communicate concerns through appropriate channels, and follow medical guidelines. Medical Superintendent Dr Ijaz Butt said the lack of positive engagement between staff and patients often leads to tensions, disputes and disruptions, which can negatively affect patient care and the reputation of the institution.
