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.