Passion, Compassion and Empathy

It was 2 am in the dead of night when my phone startled me awake. I saw it was a call from the hospital where my mother, aged 91, was undergoing treatment in the ICU. My heart raced as multiple thoughts flooded my mind. The hospital staff urgently asked me to come to the radiology department for an immediate MRI of my mother's brain. Earlier that afternoon, she had a pulmonary procedure under general anaesthesia and hadn't fully recovered yet.

On reaching the MRI lab, curious about the emergency, I inquired further. The MRI technician explained that his machine was fully booked, so they created emergencies based on available slots rather than the patient's medical condition. Needless to say, his explanation and attitude rubbed me the wrong way. But knowing my mother's history with a brain stroke eight years ago, I decided to proceed with the MRI despite my reservations.

Inside the closed doors of the MRI lab, I could hear the technician raising his voice while my mother cried out in pain. After what felt like an eternity, the technician opened the door and said my mother wasn't cooperating and kept moving her head despite their instructions. That was the last straw, and I lost my cool. He did apologize, but I insisted that the doctor on duty personally supervise the process before I allowed them to proceed. It was a moment filled with stress, pain, anxiety, frustration, and of course, anger.

After the incident, I lodged a written complaint against the MRI technician and the doctor who, despite knowing my mother's medical condition, allowed her to be moved from the ICU at 2 am without any real emergency.

As my mother continued her stay in the hospital, I began to notice some glaring anomalies in the functioning of the hospital staff, especially in critical areas like the ICU and wards. They seemed to flout fundamental standard operating procedures (SOPs), like not preparing patient rooms properly, talking loudly even in the ICU, and compromising hospital hygiene standards. The response time to alarm calls from patient rooms was also concerning.

Almost 20 days in the hospital allowed me ample time to observe and reflect. I realized that patient care is not just a job; it's a true calling. Therefore, the selection of hospital staff, especially nurses, technicians, and housekeeping personnel, is crucial. The staff is often overworked, so rationalizing the number of people on duty at any given time is essential. Overworked and tired staff can't support the doctors effectively and may make irreversible mistakes. Besides technical training, soft skills like effective communication, compassion, and empathy are equally important. Passion and attitude play a significant role too, and managers and supervisors must ensure that SOPs and protocols are followed diligently, not just ticked off on a checklist.

Amidst the challenges, there were undoubtedly a few standout individuals who went above and beyond, stretching themselves with a smile and taking pride in their work. These people are the lifeblood of any hospital, keeping it running smoothly.

On a lighter note, I couldn't help but think that hospitals could learn a thing or two from films like "Munna Bhai MBBS" to become more patient-friendly. After all, a little warmth and empathy can go a long way in making the hospital experience a little less daunting for patients and their families.