I recently experienced the accident and emergency department services of Mater Dei Hospital and after I was fully assessed more or less on arrival, I was placed in a queue to be given first aid treatment prior to being hospitalised to be operated on.
This experience has given me a clear insight into an awful experience: not the fact that I was kept waiting from 11 a.m. till 4.50 p.m. in some sort of discomfort to be attended to according to the urgency of my case, but at the number of arrogant patients' relatives who were so downright rude to the department's staff who in turn could not work any faster or do more for their patients!
The way the staff were spoken to was nothing short of rude and the staff explaining the circumstances in minute details to some of the relatives as they have, did not suffice for some of these same relatives who kept piling on the pressure which must be very disheartening and does nothing for the A&E team's morale.
My three-night stay was comfortable in the best hospital surroundings which by far surpasses most hospitals, both private and NHS in Malta and UK, of which I have had experience over many years. The ward staff, like everywhere else, is a mixed bag with some staff being more dedicated to their profession, while others are in it for a wage. I think that more effort could be done to improve the mentality of some so as to provide a more professional approach to patients.
May I also humbly suggest improving the professionalism of the hospital by making sure that the patient is aware of which member of the hospital staff (at all levels) he or she has been attended by. Hence an old-fashioned name and position description tag would negate the need for one having to ask.
Although all employees are good at their job, I have come across one particular employee who I will describe as a dedicated and professional member of this team, namely Adrian Debono who again is a role model in his approach and dedication to his profession and if an "employee of the month" award system is operated, he should be nominated.
Finally an appeal: if you are the next unfortunate person to require the services of the accident and emergency department of this hospital, please be prepared to wait as you have no alternative, but be also assured that the treatment you will receive will be according to how urgent your case has been diagnosed. More importantly, although one understands that you might be in pain and discomfort, shouting, talking down and being rude to this department's employees will not improve your circumstances, so please let their professional medical attention prevail!
May I also thank everyone who attended me from the ambulance crew, A&E, theatre and ward staff. Saying thank you is not enough.