Hospitals told to improve services and communication

Hospitals told to improve services and communication

Sari P. Setiogi, The Jakarta Post, Jakarta

Suripto (not his real name) was about to undergo major surgery in
a hospital in Jakarta. Aware that the surgery carried high risks,
Suripto tried to ask doctors and nurses about the risks that he
would face during surgery.

But, his efforts were fruitless, as nurses in the hospital
apparently did not have sufficient knowledge of the risks and
procedures. The doctors were apparently too busy to answer his
questions.

"He was only told by the hospital nurse of the date when the
surgery was to take place," said an officer from the Ministry of
Health on Saturday, who is the friend of Suripto.

"That left him feeling insecure. He had many sleepless nights
as D-day was drawing near. He was given medication to keep him
calm, however it did not work on him," said the secretary to the
Directorate General of Medical Services, Achmad Hardiman.

Achmad said that at the last minute, his friend decided to
pack his bags, leave the hospital and seek a second opinion in a
hospital in Singapore.

"There (in Singapore), he got complete information on the
surgery he would undergo. The surgeon spent a lot of time talking
with him, leaving him feeling confident about having the
surgery," he said.

Achmad's friend is not alone. Many other Indonesians now
prefer to have medical check-ups or other medical treatment in
hospitals abroad, including Singapore. Many say they are not
satisfied with the service offered by Indonesian hospitals.

The head of a marketing department of a prominent hospital in
Jakarta even said that although she worked for a hospital here,
she herself never underwent any medical treatment in Indonesian
hospitals. "I know the doctors and their ability, and I know the
service offered by the hospitals. When I consider my health and
my life, I don't think I would be willing to be treated here,"
she said.

"Many Indonesian doctors -- in this case as part of a hospital
-- lack communication with their patients. Many of them spend
very little time with their patients," said Achmad.

This is sad as better communication between a doctor and his
patient is among the important factors in a patient's recovery.

Better communication will boost the patient's confidence in
the doctors, so that the patient will be more cooperative in
following instructions from the doctors. The patient will also
have a feeling of security, all keys to the road to recovery.

Considering that better communication between patients and
doctors is very important, many hospitals abroad are currently
devoting energy and funds to improve this area of service.

However, when compared to hospitals abroad, Achmad said he
regretted that Indonesian hospitals still ignored the importance
of communication between doctors and the patients.

According to Achmad, Indonesian hospitals are still focusing
on investment in buildings and equipment, but they ignore
investment in human resources and service management. Human
resources and service management, including doctor and patient
relations in this case, are subjects that the Indonesian
hospitals have to pursue and develop to compete with hospitals
abroad.

The current failure to improve services has left Indonesian
behind hospitals in other countries, including Singapore,
Malaysia and Thailand, said marketing expert Hermawan Kertajaya.

Meanwhile, commenting on hospitals here that are linked with
hospitals in other countries that have entered the Indonesian
market lately, Hermawan said it should not discourage local
business.

"Competitors should be seen as a sparing partner whom we could
learn from. Learn their strategy. Be specific about yorr target,"
he said.

"Most hospitals abroad today try to make their patients feel
at home when they are receiving treatment. They give five-star
hotel luxury and services and are more patient-oriented these
days. The Indonesian hospitals have to follow suit, otherwise
they will be lose in the competition," said Hermawan.