OPINION: FMC ABEOKUTA — THE URGENT NEED TO ADDRESS STAFF ATTITUDE, PATIENT RELATIONS AND SERVICE DELIVERY

By Otunba Wole Okunowo

The recent incident involving the assault on a staff member of the Federal Medical Centre (FMC), Abeokuta, is unfortunate.

While such an act is regrettable and should not be encouraged, I believe the incident presents an opportunity to examine a broader and equally important issue: the attitude of some healthcare personnel towards patients, their relatives and members of the public.

A hospital is a place where people seek healing, comfort and reassurance, often at the most difficult moments of their lives. Patients come in pain, fear, uncertainty and emotional distress.

Their relatives, too, are often worried and anxious about the condition of their loved ones. In such circumstances, the attitude of healthcare workers can make a significant difference between a reassuring experience and one that leaves patients feeling neglected, humiliated or frustrated.

Unfortunately, concerns about the attitude of some staff members at FMC Abeokuta, particularly in the areas of courtesy, empathy, patience and communication, deserve serious attention. There is a perception among some members of the public that patients are not always treated with the level of respect, understanding and compassion they deserve.

These concerns should not be dismissed or overlooked.

The central issue is that medical competence alone is not enough; the manner in which healthcare professionals relate to patients is equally important.

A staff member may be technically qualified and professionally experienced, but when that competence is not matched with emotional intelligence, courtesy and empathy, the quality of the patient’s overall experience suffers.

A polite explanation can calm an anxious relative. A little patience can prevent a misunderstanding. A respectful response can reassure someone who is already distressed.

Conversely, an unnecessarily harsh tone, dismissive attitude, lack of explanation or perceived arrogance can heighten tension and create avoidable conflict. This is why staff attitude must be treated as an essential component of healthcare delivery, rather than a secondary consideration.

WHY TRAINING AND RETRAINING ARE NECESSARY

Continuous training and retraining of staff are necessary because clinical knowledge and technical expertise do not automatically translate into effective interpersonal skills.

Working in a hospital can be demanding, stressful and emotionally exhausting. Without appropriate guidance, support and periodic professional development, some staff may develop poor communication habits, become impatient with patients or lose sight of the emotional vulnerability of those they serve.

Training should therefore go beyond clinical procedures and administrative duties to include:

· Emotional intelligence: Helping staff recognise and manage their emotions while responding appropriately to distressed, anxious or frustrated patients.

· Patient-centred communication: Teaching staff to speak politely, listen attentively, explain procedures clearly and communicate delays or challenges without appearing dismissive.

·Empathy and compassion: Reinforcing the importance of seeing patients as human beings who deserve dignity, irrespective of their social standing, financial circumstances or educational background.

Conflict prevention and resolution: Equipping staff to de-escalate tense situations, handle complaints professionally and seek assistance before disagreements deteriorate.

· Professional ethics and accountability: Ensuring that every staff member understands that respectful conduct is an integral part of professional responsibility.

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· Stress management and workplace wellbeing: Helping staff cope with pressure, fatigue and demanding workloads without allowing these challenges to compromise their interactions with patients.

Such training should not be treated as a one-off exercise. It should be continuous, practical and supported by clear standards of conduct, effective complaint-handling procedures and periodic assessments of staff performance.

The objective is not to blame healthcare workers for every disagreement, but to ensure that the institution consistently promotes an environment in which courtesy, patience and compassion are expected from everyone.

A CALL FOR PUBLIC FEEDBACK AND CONSTRUCTIVE ACTION

It would be beneficial to conduct an independent patient-satisfaction survey or public opinion assessment to understand how patients and their relatives perceive the quality of service and staff attitude at FMC Abeokuta.

People should have a safe and credible opportunity to share their experiences, including positive encounters and areas of concern.

The findings could help identify recurring problems, guide targeted training and provide a basis for measuring improvements over time.

Staff members should equally have the opportunity to explain the challenges they face, including workload pressures, inadequate resources and difficult encounters with patients.

A balanced assessment that listens to both sides will provide a stronger foundation for meaningful reform.

The public also has a responsibility to express grievances through appropriate channels and to avoid threats, intimidation or violence. The reported assault on a healthcare worker is regrettable; disagreements and dissatisfaction must never become excuses for physical attacks.

Equally, healthcare personnel must understand that frustration among patients does not arise in a vacuum and that their own conduct can either calm a situation or make it worse.

LET US ADDRESS THE ROOT OF THE PROBLEM

The purpose of this discussion is not to discredit FMC Abeokuta or its dedicated healthcare professionals. Many workers make genuine sacrifices under difficult conditions. Rather, it is to encourage honest reflection on the relationship between healthcare providers and the people they serve.

A hospital’s reputation depends not only on the quality of its medical services but also on how patients are treated from the moment they arrive until they leave. People may forgive a delay when it is properly explained, but they are less likely to forget being spoken to rudely when they are already vulnerable.

Good staff attitude is not an optional courtesy; it is a fundamental part of quality healthcare.

There is, therefore, a need for sustained attention to staff behaviour, regular training and retraining, effective supervision, accessible complaint channels and a culture that rewards professionalism while addressing misconduct fairly.

Let this incident be an opportunity to move beyond blame and towards lasting improvement. The goal should be a healthcare environment where staff are safe and respected, patients are treated with dignity, complaints are handled professionally, and compassion is reflected in everyday practice.

FMC Abeokuta can strengthen public confidence by making empathy, courtesy, accountability and patient-centred care visible priorities. The time to begin that process is now.

Otunba Wole Okunowo writes from Abeokuta, Ogun State.