None of the doctors, nursing staff or other paramedical staff could remember any such incidence of a doctor being rude to any patient or any patient leaving the department dissatisfied due to any reason. Patients are always attended by ORL doctors in the presence of a nurse. As there has been no change in the nurses in the department over a long time, it is surprising that none of the doctors or nurses have any recollection of any such incidence as given in the Borneo Bulletin. In The ORL Department, patients waiting time is constantly monitored at every step and it has been much reduced. In dressing clinics, patients are attended by a senior nurse without delay for wound dressings, suture removal, ear cleaning and other minor problems.
Every doctor is assisted by a senior nurse during clinic time.
Nurses are directed to observe everything carefully. In case the nurse feels that the doctor has not properly satisfied the patient by his explanation. She has been asked to inform the doctor about it and help in the further explanations. Handouts for most of the ORL conditions, both in Malay and in English, have been prepared and are given to patients regularly. Coloured photographs, picture charts, models and other audio video aids are extensively used in explaining the patients about their medical conditions and its management.