Strives for reconciliation between patients and healthcare workers
The COVID-19 epidemic has brought unprecedented challenges to our society, especially during the fifth wave when a large number of patients sought medical treatment in accident and emergency departments. Tami Hui, Patient Relations Officer (PRO) at the Caritas Medicine Centre (CMC), said that one of the tasks that she handled most was to conduct ‘family searches’. She is thankful to the members of the public for their understanding towards busy healthcare workers and seldom lashing out at them. She also believes that as long as a common goal could be established between healthcare professionals and patients, any kind of conflicts could be resolved eventually.
PROs are considered as a bridge of communication between colleagues and patients. A large number of confirmed cases were sent to hospitals every day amid the fifth wave, of which many of them were elderly patients from residential care homes. The family members were worried and anxious for updates about their loved ones’ conditions, so they could only turn to PROs for help. “We certainly understand the concerns of the family members, and immediately started the search along different directions, with a view to identifying the concerned patient’s location and condition as soon as possible.” Nonetheless, the tasks were not easy as some patients were transferred to Community Treatment Facilities or were not admitted to the hospital, as a result their records might not be shown in the computer system. Fortunately, with the proactive assistance of colleagues from different departments, the tasks were concluded successfully giving the family members peace of mind.
Meanwhile, the COVID-19 epidemic caused anxiety and stress among people. One of the cases that keep lingering in Tami’s mind is about a single mother taking care of her daughter who is suffering from severe obsessive-compulsive disorder induced by the epidemic. “She called in last year, complaining that her daughter often had to wait for a very long time before seeing her doctor at the specialist outpatient clinic. Shortly after she started, she shared her difficulties of taking care of her daughter instead. At that very moment, I realised that all she wanted was someone to talk to and so I listened patiently and offered suggestions and feasible options.” While the waiting time issue has been sorted out, Tami would still call the mother to check on her emotional well-being from time to time.
Although Tami is not a frontline healthcare worker, as a PRO, she has been liaising among patients, family members as well as colleagues in solving problems and disputes all along. “Perhaps because I used to be a nurse, I can fully understand the hardship and pressure my frontline colleagues are facing. Therefore, when handling complaints, I could easily think and respond from perspectives of both the patients and colleagues, easing the tensions between the two parties with a multi-pronged approach. I sincerely believe that healthcare professionals and patients are not in opposition, instead we all wish for the same goal – speedy recovery for patients and peaceful resolution of the dispute. As long as we work for common ground, I am certain that any kind of conflicts could be resolved eventually.”
Besides, Tami finds the understanding and support of the public for healthcare workers very heartwarming. “I remember that in last February during cold spells, there were rumours of CMC having a shortage of supplies. Instead of blaming the hospital, the public sent us lots of blankets and warm clothing.” Although it was a total misunderstanding, the enthusiastic support and care of citizens warmed colleagues’ hearts in chilly winter.
Looking ahead as the Hong Kong society gradually restoring normalcy, Tami hopes that she could continue to make good use of her professional knowledge in nursing and the experience of handling patient complains, to serve the public with dedication in whatever positions or circumstances.
