Clinical Excellence Overshadowed by Operational and Behavioral Lapses
My recent experience was a mix of high-quality clinical care and significant administrative and professional disappointments.
The Positives:
Special recognition is due to the following professionals who uphold the institution's standards:
Dr. Anoop Diwani (MS ZH): Highly professional and remarkably quick to resolve complex issues.It is his supervisory role which ended in a complimentry visit
Ms. Saweera Arif (Podiatric Clinic, Boat Basin): Diligent, clear in her communication, and exceptionally pateint-focused.
Mr. Azhar Ali (Sr. Information Officer, Boat Basin Reception): Thoroughly professional and well up to the mark.
Areas for Improvement:
While the clinical staff excels, the "back-end" and support systems require urgent intervention:
Professional Ethics in Communication: The chain from the UAN number,helpline to the appointment desk lacks professional etiquette. Staff require rigorous training in responsiveness and patient handling.
Misleading Marketing: The Panaflex advertising "International Consultants" for the Foot and Ankle clinic is misleading as they are unavailable for appointments. This should be removed to maintain institutional integrity.
Outdated Signage: Physical signage and the helpline must be updated regarding the Clifton campus clinic, which is currently non-existent. Patients should not be misdirected.
Staff Training on "Active Service": There is a visible gap between clinical excellence and support staff behavior. Support staff should be trained to understand that in a hospital, every second counts for a patient. Personal distractions and a casual "I’m busy" attitude toward waiting patients are unacceptable.
Institutional Discipline: Management must enforce a strict code of conduct. A healthcare facility’s reputation is built not just by its doctors, but by the discipline and hygiene maintained by its security and administrative teams.
