Medicine is a humanitarian profession, with a different approach and institutional culture
Dr. Bassam Darwish
Health Media and Medical Development Consultant
bassam@balsamhealthcare.com
Health is linked to the quality of life, and despite the passage of many years since the definition of health has changed, “Health does not mean the absence of disease, but rather it is a state of well-being, and the integration and synergy of various physical, psychological, social and economic factors,” but this concept is still just a slogan hung on the wall in a number of From medical centers and hospitals. What happens is that the focus is on “attracting the patient who is treated as a client or customer,” without paying attention to what is called “after-sales service,” which is considered the most important in maintaining this “patient-customer.”
In order for these slogans to become a tangible reality, they must become an institutional culture in any large hospital or small clinic.
how ?
Modern healthcare systems require a different approach based on developing an institutional culture that restores the medical profession as one of the most noble human professions, whose primary goal is to improve the quality of life of healthy and sick people alike. This approach requires focusing on the importance of effective and human communication with the visitor to any clinic or hospital, not only for the purposes of marketing services and attracting customers (i.e. patients), but also extending to include what comes after leaving the hospital.
The importance of effective and human communication
Effective and humane communication with patients is the essence of good health care. The patient should feel cared for and cared for from the moment he enters the hospital until after he leaves. This type of communication goes beyond simply providing basic medical services; It requires building a relationship based on trust and mutual respect. Good communication can contribute to reducing anxiety and stress in patients, improving treatment outcomes, and increasing their satisfaction with the service provided.
Here we have a gap in linguistic communication and in understanding customs and traditions, and in not giving the patient enough time to understand his health condition, his role in recovery and the success of the treatment plan, and what often happens is that the patient enters the doctor’s office, for example, with five questions on his mind that need He seeks satisfactory answers, and leaves the doctor’s office, with ten unanswered questions on his mind, so he resorts to the search engine “Google or its sisters” and social media, and here the problem gets worse, because the information he obtains may not be correct, and may be misleading.
Gap in aftercare services
One of the big problems and gaps that need to be filled in healthcare systems is the lack of attention to after-care services. In many clinics and hospitals, after the patient pays the bill and leaves, there is no one to care for him or send him a reassuring message or his medical report. This lack of follow-up can lead to the patient feeling neglected and reduce the effectiveness of the treatment he received.
The importance of after-care services
After-care services include a wide range of activities, from sending updated medical reports and self-care directions, to personal outreach to check on the patient’s condition. These services not only enhance patient satisfaction and trust in the health facility, but can also improve overall health outcomes. When a patient feels cared for even after leaving, he or she becomes more compliant with doctors’ instructions and more willing to continue treatment.
Develop a patient-centered institutional culture
To effectively develop healthcare systems, an organizational culture that is patient-centered must be adopted in all aspects. This means encouraging all healthcare workers to embrace the values of humanity and compassion in their interactions with patients. The goal of everyone, from doctors and nurses to those working in various departments, should be to improve the quality of life of patients and the healthy.
This development can be achieved through continuous training of staff on effective and humane communication skills, establishing systems that ensure periodic follow-up of patients’ conditions after they leave, and adopting modern technology that facilitates the communication process and the provision of care. Awareness of the importance of this approach must also be enhanced through internal awareness campaigns that encourage staff to view the medical profession as one of the noblest of humane professions.
roadmap
In conclusion, the development of healthcare systems requires a different approach that focuses on humanity and effective communication with patients. By adopting an organizational culture that puts the patient first, we can improve the quality of healthcare and enhance patient satisfaction and confidence in the services provided. This culture is not only reflected in the quality of service the patient receives while he is in the hospital, but also extends to the care and attention he receives after leaving, which contributes to building a long-term relationship based on trust and mutual respect.
