The Director General of Medical Services, Dr Hjh Norlila bte Dato Paduka Hj Abd Jalil, said it could not be denied that we often hear grievances and complaints echoing customers’ dissatisfaction on the medical services as well as the limit in the number of patients seen and longer waiting period.
Speaking as the chief guest at the opening of a two-day customer care workshop for dental service organised by the Dental Services Department yesterday, she said complaints also include rude attitude. If we analyse the reason as to why such things happen, it is due to communication problems.

“Many of our staff in the field of healthcare including doctors, nurses, technicians, receptionists are less skilful in the art of communication. This is not due to personal problems or done deliberately. In many situations, this could be due to inadequate training in communication.

“Hence, I urge the Dental Services Department to organise training courses especially in tackling communication problems. The way we converse or give information to the patients should portray a caring image,” she said.

Meanwhile, Chairperson Dyg Faredah bte Hj Abd Rahim, Acting CEO of Dental Services, said the workshop is to equip the officers and staff in facing challenges when dealing with the public whose expectations are high.

“Hence, it is timely and in line with the Ministry of Health’s strategy to achieve excellence in services through customer friendly attitude and care towards them.

“The ratio of dental officers to patients is 1:4,588 while the WHO ratio is 1:2000. Meanwhile, the ratio of nurses to patients is 1:1,594 compared to WHO ratio of 1: 800.

“The Dental Services workforce stands at 310, comprising 12 per cent of administrative and support staff, 21 per cent dental officers, 12 per cent technicians and dental technologists, 30 per cent dental nurses and 25 per cent dental assistants,” she said.

The workshop is aimed at enhancing the quality of treatment and services to the public besides answering the government’s call to achieve 100-hour training for officers and staff in public service.

Thirty participants took part in the workshop comprising dental nurses, technicians, assistants and receptionists. The speakers comprised officers from the Counselling Unit of the Ministry of Health. The closing ceremony and certificates presentation will be held this Saturday.

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