Hospitals told to improve services and communication<\/p>\n
Sari P. Setiogi, The Jakarta Post, Jakarta<\/p>\n
Suripto (not his real name) was about to undergo major surgery in
\na hospital in Jakarta. Aware that the surgery carried high risks,
\nSuripto tried to ask doctors and nurses about the risks that he
\nwould face during surgery.<\/p>\n
But, his efforts were fruitless, as nurses in the hospital
\napparently did not have sufficient knowledge of the risks and
\nprocedures. The doctors were apparently too busy to answer his
\nquestions.<\/p>\n
\"He was only told by the hospital nurse of the date when the
\nsurgery was to take place,\" said an officer from the Ministry of
\nHealth on Saturday, who is the friend of Suripto.<\/p>\n
\"That left him feeling insecure. He had many sleepless nights
\nas D-day was drawing near. He was given medication to keep him
\ncalm, however it did not work on him,\" said the secretary to the
\nDirectorate General of Medical Services, Achmad Hardiman.<\/p>\n
Achmad said that at the last minute, his friend decided to
\npack his bags, leave the hospital and seek a second opinion in a
\nhospital in Singapore.<\/p>\n
\"There (in Singapore), he got complete information on the
\nsurgery he would undergo. The surgeon spent a lot of time talking
\nwith him, leaving him feeling confident about having the
\nsurgery,\" he said.<\/p>\n
Achmad's friend is not alone. Many other Indonesians now
\nprefer to have medical check-ups or other medical treatment in
\nhospitals abroad, including Singapore. Many say they are not
\nsatisfied with the service offered by Indonesian hospitals.<\/p>\n
The head of a marketing department of a prominent hospital in
\nJakarta even said that although she worked for a hospital here,
\nshe herself never underwent any medical treatment in Indonesian
\nhospitals. \"I know the doctors and their ability, and I know the
\nservice offered by the hospitals. When I consider my health and
\nmy life, I don't think I would be willing to be treated here,\"
\nshe said.<\/p>\n
\"Many Indonesian doctors -- in this case as part of a hospital
\n-- lack communication with their patients. Many of them spend
\nvery little time with their patients,\" said Achmad.<\/p>\n
This is sad as better communication between a doctor and his
\npatient is among the important factors in a patient's recovery.<\/p>\n
Better communication will boost the patient's confidence in
\nthe doctors, so that the patient will be more cooperative in
\nfollowing instructions from the doctors. The patient will also
\nhave a feeling of security, all keys to the road to recovery.<\/p>\n
Considering that better communication between patients and
\ndoctors is very important, many hospitals abroad are currently
\ndevoting energy and funds to improve this area of service.<\/p>\n
However, when compared to hospitals abroad, Achmad said he
\nregretted that Indonesian hospitals still ignored the importance
\nof communication between doctors and the patients.<\/p>\n
According to Achmad, Indonesian hospitals are still focusing
\non investment in buildings and equipment, but they ignore
\ninvestment in human resources and service management. Human
\nresources and service management, including doctor and patient
\nrelations in this case, are subjects that the Indonesian
\nhospitals have to pursue and develop to compete with hospitals
\nabroad.<\/p>\n
The current failure to improve services has left Indonesian
\nbehind hospitals in other countries, including Singapore,
\nMalaysia and Thailand, said marketing expert Hermawan Kertajaya.<\/p>\n
Meanwhile, commenting on hospitals here that are linked with
\nhospitals in other countries that have entered the Indonesian
\nmarket lately, Hermawan said it should not discourage local
\nbusiness.<\/p>\n
\"Competitors should be seen as a sparing partner whom we could
\nlearn from. Learn their strategy. Be specific about yorr target,\"
\nhe said.<\/p>\n
\"Most hospitals abroad today try to make their patients feel
\nat home when they are receiving treatment. They give five-star
\nhotel luxury and services and are more patient-oriented these
\ndays. The Indonesian hospitals have to follow suit, otherwise
\nthey will be lose in the competition,\" said Hermawan.<\/p>",
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