Saudi Gazette The Ministry of Health has announced plans to intensify its efforts in improving patient satisfaction and protecting the patients' rights. A number of administrative decisions have been made to develop health services, raise the efficiency of health staff, and upgrade their performance. Hospitals and clinics are urged to open official patients' relations offices. In the past year, the Ministry of Health received 18,416 complaints from patients in the Kingdom. In addition, the media produced 755 reports of public complaints regarding the health care system, and dissatisfied residents and citizens wrote a total of 650 letters to the editor criticizing health care. The majority of complaints came from women; more specifically 62% of the complaints were brought forward by women. The Supervisor-General of Patient Relations Program in the ministry, Dr. Abdulaziz bin Abdulmohsen Al-Dukhail, reported that 83% of the complaints received can be and were indeed resolved by fully explaining the situation and courteously apologizing to the patient. “In more than 70% of the cases, the complaints were a result of miscommunication between the patient and medical personnel. One of the duties of the patient relations department is to train the medical team in order for them to communicate appropriately and make the patients aware of their rights. “Hospital staff should be open to the patients' suggestions and opinions,” said Dr. Al-Dukhail. Umm Asim , a 65-year-old female patient at a reputable hospital in Jeddah told the Saudi Gazette, “At my doctor's last appointment to re-evaluate my high blood pressure, high blood cholesterol and joint pain, my doctor literally yelled at me. He reprimanded me for being so overweight and placed the entire blame on me. I agree that I need to diet but I also have hypothyroidism that makes losing weight very difficult. I know that my doctor was concerned about my health, but I had to force myself to hold back my tears when he spoke to me in that humiliating way.” Some (of course not all) physicians, believe that the white coat gives them the license to berate and chastise patients. Physicians should help heal the patient's mind and emotions, too, in addition to their physical body. Addressing the patient by his/her first name, allowing time for discussion, patiently answering questions, and offering gentle advice and information will go a long way in improving the patient's care and increasing patient satisfaction in the Kingdom. Dr. Al-Dukhail said, “The plan of the Ministry of Health is to create an environment that fosters an amicable relationship between patients and health professionals. Patients' views and suggestions regarding health services are always welcome. Our goal is to provide the highest quality of health care while taking into consideration the patient's emotional, cultural, and social needs.” “An office dedicated to the patients' relations and rights will help prevent problems and misunderstandings between both, the recipients and the providers of medical care. Both sides should learn their duties, responsibilities, and rights. Each patient has the right to the following: proper medical services, privacy, confidentiality, safety, respect, adequate information regarding the diagnosis and the treatment plan for it, apart from being a part of the decision making process incase of a severe ailment, the right to ask questions, and to request a second opinion,” added Dr. Al
