Those of you who have been following my blog closely will remember the letter of complaint I composed regarding the poor service we received in the Kuantan Government Hospital (HTAA).
Unfortunately, I didn't receive any reply for 3 months. Last week I decided to email the letter again. I sent it to HTAA, the Ministry of Health (MOH) and to the office of the Prime Minister.
I received an email reply from the office of the Prime Minister a few days later, which looked like this:
LETTER OF COMPLAINT
I hereby refer to your complaint as stated above.
2. First and foremost, Ministry of Health (MOH) would like to express our utmost gratitude for your concern in bringing up this matter.
3. MOH has been looking forward to hearing more of the public insights and opinion especially on matters that would help us to improve our service quality.
4. Therefore, MOH will conduct an immediate inquiries as well as in-depth investigation to find the best way in resolving the issue.
Public Relations Officer
Corporate Communication Unit
Ministry of Health Malaysia
It was great to get this reply and to finally see that something was being done. Yesterday I received a phone call from a matron at HTAA, who wanted to set up an appointment with me so that I could present my case to them.
Today four matrons from HTAA arrived at our house at 11am. We had a good discussion about my letter of complaint as I retold the events of those few days we spent at the hospital.
They apologised numerous times for the poor service we endured and they informed me that action has already been taken over the negligent nurse who failed to check my wife's blood pressure. Other problems were openly discussed and shared between us and they will send me the final report on the matter when they return it to the MOH.
I feel a great sense of justice and I'm very happy that action has been taken so that the hospital can make the necessary improvements to change for the better, especially for its patients. We were thanked for sending the letter of complaint to them and Matron Zaida commented this morning, "If you don't tell us, we don't know."
Thank you to matrons Lee, Zaida, Sara and Tan who came to our house in response to my letter of complaint, apologised, and built new friendships with us. Your time and effort to resolve these issues is very much appreciated and accepted!