We at Narayana Nethralaya put our patients at the core of our culture because our main purpose is to serve them with all our efforts. It’s not always the doctors and the patients who have a relationship with each other. Large amount of time is spent by patients in interacting with members of hospital who are always around to help them. This is where we put most of our focus on.
It is the relationships between the hospital and patients which is put in high order at Narayana Nethralaya. Here is one of those few stories which bring a smile in our face that we would want to share with you.
Following is a letter sent by Dr. Ramgopal, Quality Coordinator, to us regarding one of the feedback from a patient.
Dear Sir,
Yesterday, Mr. Jagannath Mallya, a patient referred by Dr Colin Nazareth, had this feedback to give me.
He said that he had spent 4 hrs at a hospital in Bombay and was given the date for cataract surgery there, but at the end of it “felt like running away from there”. So his friend Dr Colin referred him here.
By the time the cataract dept had seen him and I finished his fields and saw him, he had already spent 2 hrs in our hospital, BUT he said that he never felt neglected and appreciated our “work culture” where we “take care” of patients (as patients and not cases) – in his own words.
Obviously, I could not tell him to write this in a feedback form, but these kinds of feedback should serve as a great motivation for all the staffs.
For your information,
Dr. Ramgopal
Quality Coordinator, Glaucoma Consultant
Narayana Nethralaya, Bangalore
Unlike other hospitality industries where the culture of giving user feedback is common, it is very difficult for hospitals to ask for feedback from patients. But these kinds of candid comments make a much more impact on us, rather then long filled forms.
Hence we are always delighted to share this and hope that if you have ever had any memorable experiences at Narayana Nethralaya please do share them.
