HFH launches training, counselling drive

Authorities at Holy Family Hospital (HFH) Rawalpindi have introduced regular training sessions for doctors, nursing staff and administrative personnel, alongside structured counselling for patients and their attendants, in a bid to promote a more positive and cooperative hospital environment.

The initiative aims to curb incidents of disputes, arguments and confrontations between medical staff and patients' families by encouraging a culture focused on problem-solving rather than conflict.

Under the new framework, a daily 20-minute training session is being conducted for doctors, nurses, support staff and administrative personnel. During these sessions, psychologists and other experts guide participants on maintaining a consistently positive and empathetic attitude, particularly when dealing with patients and attendants who often arrive under distressing circumstances.

Staff are being trained to listen attentively, respond with understanding, and address concerns promptly, with the objective of improving the overall standard of care and ensuring that complaints are resolved without delay. The initiative also seeks to ensure that patients and their families leave the hospital with a favourable impression of the care and conduct they experienced.

In parallel, a formal counselling system has been introduced for patients and their attendants. They are provided with clear information regarding diagnoses, treatment plans and medical procedures. Counselling sessions also encourage patients and families to remain calm, communicate concerns through appropriate channels, and adhere to medical guidance. Medical Superintendent Dr Ijaz Butt said that a lack of positive engagement between staff and patients often leads to tension, disputes and disruptions, which can adversely affect patient care as well as the institution's reputation.