Doctor-patient Conflicts: Causes and Management

Description

Page: 513-517

Ravindra B. Ghooi and Vinita V. Kale (Scientia Clinical Services, Pune, Maharashtra)

Conflicts between patients and healthcare workers are common and sometimes lead to violence. While no violence can ever be justified, slapping heavy punishments on patients or their relatives is not the best way to manage it. Patients often have grievances due to perceived deficiency of services, poor medical outcomes, and heavy expenses. They experience monetary loss, unnecessary delays, and multiple inconveniences when they seek medical help. These are aggravated by inconsiderate behaviour of staff, expenses for repeat tests, and often unnecessary surgery. In the healthcare system, though the patients are the customers, they are shabbily treated. Most hospitals have no patient grievance cell to receive and address their grievances. As a result, there is a gradual loss of trust and reduction in respect for the medical profession. Most patients are aware that their grievances will rarely be redressed, and the National Medical Commission rarely finds fault with doctors. Even if one opts for it, judicial remedy takes years, if not decades, in our country. When left with no alternative, they resort to violence, which is regrettable. There is an urgent need to acknowledge the deficiencies in the system and examine how patients are treated during their journey of seeking healthcare. Avoidance of doctor-patient conflicts is better than knee-jerk reactions to protect healthcare workers. The first step of this would be to examine the issue from a patient’s perspective, remembering that in any conflict, both sides contribute.