Scoring hospitals

Lee Soh Hong, an accountant, started a website to monitor performances of public hospitals by feedbacks from the public. If this is taken positively without fear or feeling under scrutiny, it could go a long way. No one likes to be publicly scrutinised or have a complaint box ready to receive complaints about them. But this will be the trend as customers wise up to their rights and demands better service for the money they are paying. I was at the NUH for a couple of occasions recently and have made some observations. We have very good medical and support staff manning the institutions, especially the doctors and nurses. We have the best and most modern equipment available. But they are not perfect, especially the software. I feel that they need to have someone full time to look at the software aspects, on how to take good care of customers and their needs, not just medical alone. The quality of the medical care is a given. It is the small nitty gritties that are still found wanting. I did mentioned in the previous post about the PA system. Maybe it was because of some restructuring and relocation due to the H1N1 crisis. Even then a little thought will have make things easier and friendlier to the customers. When I raised this to the staff who was trying his best to help, he told me to write in. This amazed me. Why my on the spot feedback was not enough for him to raise it internally? Why is it that feedback must be written officially for it to be acted on? The other part that I want to repeat is the appointment time and when the patients will eventually be seen by the doctors. After 30 or 40 years, we are still seeing patients having appointments at 9am and seen at 10 or 12 noon. The wait is unnecessarily long. Perhaps there are good medical reasons to do so. To a patient, going to the hospital early and having to wait and wait is bad. In my recent encounter I find that if the staff were to put more urgency or priorities in clearing the patients and let them off over some routine paper works, it would surely help. Spending 5 or 6 hours waiting for a treatment which often ended with 10 or 20 min with the doctors is very difficult to justify. Attempts should be made to cut down this waiting time as many people's time are wasted unnecessarily. My comments are from someone looking from the outside. There must be good reasons to drag the procedure for hours. If not, then the long waiting time is unacceptable.