RAWALPINDI:
The authorities of Holy Family Hospital (HFH) Rawalpindi have introduced regular training sessions for doctors, nurses and administrative staff, as well as structured counseling for patients and their attendants, with the aim of promoting a more positive and cooperative hospital environment.
The initiative aims to reduce conflicts, arguments and confrontations between medical staff and patients’ families by encouraging a culture focused on problem-solving rather than conflict.
Under the new framework, a daily 20-minute training session is being conducted for doctors, nurses, support staff and administrative staff. During these sessions, psychologists and other experts guide participants to maintain a consistently positive and empathetic attitude, especially when dealing with patients and companions who often arrive in distressing circumstances.
Staff are trained to listen attentively, respond with understanding and address concerns promptly, with the aim of improving the overall standard of care and ensuring complaints are resolved without delay. The initiative also aims to ensure that patients and their families leave the hospital with a favorable impression of the care and behavior they received.
At the same time, a formal advice system has been put in place for patients and their carers. They receive clear information regarding diagnoses, treatment plans and medical procedures. Counseling sessions also encourage patients and their families to remain calm, communicate their concerns through appropriate channels, and follow medical advice. Medical Superintendent Dr Ijaz Butt said a lack of positive engagement between staff and patients often leads to tension, conflict and disruption, which can harm patient care as well as the reputation of the facility.
