Hospitals are meant to be places of healing, comfort, and safety. But sometimes, the attitude and behaviour of the ground staff can completely change a patient or attendant’s experience. Recently, I faced a similar situation in a well-known hospital in Guwahati. This incident made me realise how important it is for hospitals—both government and private—to focus not only on medical excellence but also on staff behaviour and patient experience.
When Stress Meets Rude Behaviour
When someone enters a hospital, they are already stressed—emotionally, mentally, and financially. Families spend money, time, and energy hoping for the best treatment. During such moments, polite behaviour from staff can make a huge difference.
While doctors and nurses are usually extremely professional, the issue often arises with ground staff and security personnel. Many times, patients and attendants face rude replies, lack of cooperation, and unnecessary attitude.
Why Is This Happening?
The big question is: Why is proper behaviour not taught during staff training?
Hospitals deal with hundreds of people every day—some crying, some worried, some rushing with emergency cases. Ground staff should be properly trained to handle these situations with empathy rather than irritation.
A Call for Better Management
Hospital management must take responsibility for this. Proper training programs on:
- Behaviour and communication
- Handling stressed attendants
- Emergency response etiquette
- Understanding patient psychology
…should be mandatory for all ground-level staff. Even senior officials agree that good behaviour builds trust, improves the hospital’s reputation, and makes patients feel safe.
My Guwahati Experience
In my case, the behaviour of the ground staff and security was extremely disappointing. Instead of helping or guiding us, they made the situation more stressful. This is not just my story—many people in Guwahati have faced similar experiences in both government and private hospitals.
A Request to Higher Officials & Healthcare Leaders
If any higher officials, respected doctors, or hospital administrators are reading this blog, I sincerely request you to raise this issue. Please discuss it in your internal meetings, conferences, or management reviews. A small step from your side can bring a big positive change in the behaviour and attitude of staff, and it will directly improve the experience of thousands of patients and attendants.
Looking at It Positively
Despite the negative encounter, I strongly believe things can improve. Many hospitals in India are now focusing on patient satisfaction as much as medical treatment. If hospital authorities in Guwahati and across Assam seriously look into staff behaviour and implement proper training, the entire healthcare system can become more humane and supportive.
A hospital should be a place where people feel cared for—not judged or mistreated. A small gesture of kindness, a polite tone, or a helpful attitude from ground staff can change someone's entire experience. As citizens, we hope every hospital management takes this issue seriously and brings positive change.
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