By Denise Clarke, Staff ReporterWESTERN BUREAU:
A MORBID fear of being admitted to the medical ward of the Cornwall Regional Hospital (CRH), more commonly referred to as the ninth floor, has forced the institution to explore ways to quell the misconceptions among members of the public.
The high death rate on the medical ward has caused many persons to protest their admittance to this ward, with some expressing outright fear that they will not make it out of the hospital alive if they are admitted there.
"Many chronically ill patients are admitted to that ward so the death rate on the ninth floor tends to be higher than for others," said Everton Anderson, CRH's Chief Executive Officer. "So for many people coming into the hospital they panic at the thought of going on the ninth floor."
HIGH MORTALITY RATE
Patients admitted to the ninth floor, which caters to the hospital's male and female medical wards, are usually ailing from non-communicable, lifestyle related illnesses, such as diabetes, hypertension and HIV/AIDS. These patients are often seriously ill, hence the high mortality rate.
Throughout its 30th anniversary celebrations this week, staff members at the hospital will be involved in a public education campaign aimed at allaying some of the fears of the medical ward. The campaign will extend beyond the week, however, and will include educating staff to be more sensitive to the needs of chronically ill patients.
"What we have been doing is trying to reassure people, especially the young people who need to be admitted, that there is really nothing to fear," said Mr. Anderson.
MYSTERY SHOPPERS
"The ninth floor has now developed their own standard operating procedures as to how they deal with patients," explained Mr. Anderson. "We have mystery shoppers, people who don't have a need to be there, who get the standard and go there to test the system to see the reception they get."
The entire staff at the hospital has also undergone intensive customer service training over the past few months, as the hospital strives to reach 95 per cent customer satisfaction. Mr. Anderson noted that the operating standard is to be monitored and evaluated periodically to ensure that the customer experience is continuously improved.
