RAWALPINDI:
Authorities at Holy Family Hospital (HFH) Rawalpindi have introduced regular training sessions for doctors, nursing and administrative staff along with structured counseling for patients and their attendants in a bid to promote a more positive and collaborative hospital environment.
The initiative aims to curb incidents of disputes, arguments and confrontations between medical staff and patients’ families by promoting 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 in maintaining a consistently positive and empathetic attitude, especially when dealing with patients and practitioners who often arrive in difficult 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 seeks to ensure that patients and their families leave the hospital with a positive impression of the care and behavior they have experienced.
At the same time, a formal counseling system has been introduced for patients and their companions. They receive clear information about diagnoses, treatment plans and medical procedures. Counseling sessions also encourage patients and families to remain calm, communicate concerns through appropriate channels, and adhere to medical guidance. Chief physician Dr. Ijaz Butt said a lack of positive engagement between staff and patients often leads to tension, disputes and disruptions, which can negatively impact patient care as well as the institution’s reputation.
