The Editor:
In the October 17 issue of The Mercury, a letter was written regarding the lack of good customer service that seems to be the trend as of late. I agree wholeheartedly with the writer. Manners and pride in service seem to have taken a back burner, partly due to changing social values and in the Estevan area specifically, a shortage of staff. When you experience poor service in the retail sector, you have the option of taking your business elsewhere, and ultimately taking money out of the pocket of the business that treated you poorly.
What are your options when the solution isn't quite so clear, such as when you encounter rudeness and poor service in the health-care sector? While visiting the hospital this morning, I noticed some extremely rude behaviour by the staff towards an elderly patient who appeared to be having a problem understanding something they had been told. The patient was all but berated, loudly enough for the waiting room to hear.
I immediately complained about the incident, but it got me thinking. Was this patient going to complain themselves or simply take it as something they have to deal with in the pursuit of health? I thought back on my recent experiences with the health-care professionals and realized that if I did have a pleasant experience where I was treated politely, it was a rare enough occurrence for me to be pleasantly surprised and to remember the event. I considered why I hadn't immediately stood up for my rights and complained. I hadn't because it seemed to be the norm to be treated rudely, and I expected to be treated less than perfectly when I visited the hospital.
I changed my mind the moment I saw what happened to that elderly patient. I do not want to be in the twilight of my life, facing the maladies of age, and be humiliated at the hands of someone I trust to heal me.
I urge everyone to stand up for their rights to courtesy and respect, especially in a health-care setting. If you feel you're not being heard, contact the quality of care director. While ideally respect and good service should be available everywhere, it is vital in a medical situation. Expect and demand respect. And at the end of the day make sure you treat your health-care worker with the same courtesy and respect that you demand.
Jane Howard,
Estevan, Sask.
