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COMPLAINTS BEHAVIOUR AND UNPROFESSIONAL ACT BY STAFF NURSE

Posted :Saturday, November 30, 2019; by nor nazatulshima Send Maill   

Assalamualaikum dan Good Evening Datuk Seri/Datin Seri/Datuk/Dato/Datin/Sir/Madam,

It is with sincere regret that I feel I must write this letter to you regarding the unprofessional and discourteous treatment my mother are receiving from certain staff members at the neuro ward N6A and also staff from dialysis ward Hospital Kuala Lumpur.

They really made it unpleasant and unaccommodating and impolite treatment until my mother now refused to take any medication and treatment. We were so worried about her condition now and I'm not going to let this drama happens again in the future.

On the 29th November 2019, when I came at 1330H, I've got complain from my mother that one of the neuro staff said she 'gila', 'keturunan gila' and its really disappointed me to hear that but not only that incident she had to go through that day. We tried to calm, tried to think positive and trying not to bring this matter up. Unfortunately, when we arrive at dialysis ward, we got the same bad service from staff in charge. Staff nurse have been brusque and impolite. She yelling, laughing so hard, using handphone during treatment, chatting and roughly treat my mom in front of me. My mother cried and ask me to send her back home. It's so frustrated to saw her getting treated like that. Maybe staff nurse felt annoyed with us because we refused to do IJC that day. My mother having fistula at her left hand and it's good to use without any problems, why should we do IJC to her?We want to minimise the pain she had to go through all treatments as possible. We also have spoke to Dr in charge why we refused to do the prosedure.

Yesterday on 30th November 2019, around 1230H, my mother start protest and refused to take any medication and treatment. We're not sure what incident happened until she acting like that. This situation become worsening and we think we should take action now. I try to spoke to staff nurse incharge regarding choices that we have if we could stay and take care of her without helper from the nurses there but we get a negative feedback and we do understand the rules and regulations of the ward, and yet the staff nurse incharge were standoffish manners and treat me like I'm a nuisance. Then we ask to spoke to Dr oncall today regarding AOR discaj, we plan to come again until we get the fix date to do the operation, but Doctor politely explain to me the risk if we move her out and I agreed to stay but we need to stay with our mother to give her moral support and try to pursue her to get the treatments. Alhamdulillah, Doctor give us permission to stay. We really appreciate that kindness and understanding(empathy) with our situation.

Please do understand that we want the best for our mother and we really exhausted mentally and physically. We've been transferred from one hospital to another. We're actually from Hospital Sultan Abdul Halim(HSAH) Sungai Petani, Kedah admitted on 21st November 2019 and have been transferred out on 23rd November 2019 to Hospital Sultan Abdul Halim(HSB) Alor Setar, Kedah to refer to neuro consultant and do angiogram prosedure, but they advised us to refer Hospital Kuala Lumpur for the best treatment from the Neurologist here. We take the risk and come here as soon as possible. Regarding nursing intervention for my mom, i would suggest not to do to her because we can take care of her with our own. Enough already what my mother have to go through this past few day.

We have always been polite and courteous to each and every person on staff at the Hospital Kuala Lumpur. I feel this type of behavior on their part is completely unwarranted and unethical for persons in any business setting and especially a health care agency. The only reason that we will continue this treatment is because Hospital Kuala Lumpur have the best consultant, pakar here. We will stay and monitor day by day, and if the service to my mom were still the same, we would not hesitate to take legal action including summons.

In conclusion, may I suggest that particular employees be provided training on how to appropriately deal with patients. I would also like to add my heartfelt thanks to the members on staff who have always been very cordial and a pleasure to interact with. I know that they know who they are and they also know who meets the criteria listed above.

If you have any questions or if I can be of assistance in any way regarding this matter, please feel free to call me at (+60) 11-2834 9982(shima(daughter)) or at (+60) 17-543 6854(Insp Husyairi(son)). My email address is eimaian8816@gmail.com. Your understanding and compassion regarding this matter would be greatly appreciated.

Detail patient(mother) :
Name : Samsiah Bte Ardi
RN : 2682002
Ward : N6A
Bed : 10

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