Mon | Sep 28, 2020

Healthcare workers need customer training

Published:Monday | November 18, 2019 | 12:13 AM


Last Monday morning, I sat on a chair at the Cornwall Regional Hospital with my nephew and his mother, waiting to be called. He had a fever of more than 100 degrees, he vomited twice, and his mother was scared.

We sat in tears just wanting to get some help from about 10 p.m. to 1:30 a.m. His mother was told to sponge him down for 15 minutes, then he was given two cups of rehydration fluid. We waited and waited, to no avail.

It’s like by a certain time, the doctors, nurses, and general hospital staff are sleeping. It was just quiet, no movement. The place was just still. At sunrise, we left with the intention of taking him to see another doctor.

While I sat there, I said to myself, how can I help? Who can I ask to assist with customer service skills for the staff, doctors and all? Why do they behave like this? Are they being paid too little? What are their working conditions like? Clearly, there must be some level of discomfort for them to be behaving like that.

I decided I would approach HEART to request a special training session for them. I know this needs planning, but I know it can work.

There should be two sets of doctors at casualty at all times – one for children and another for adults. Children are considered to be at greater risk, so they need urgent attention.