COMMENT A wheelchair-bound patient sent her daughter to fill her prescription at the Perak Road clinic in Penang on March 16. She arrived at 12.20pm, five minutes before the counter usually closes for the extended lunch hour on Fridays.

The pharmacist on duty was adamant that the lunch break had begun and that drugs were only being dispensed in cases of emergency.

When the patient's daughter said she could not return at 2.45pm as she had to go to work in Butterworth, she was told bluntly: "A rule is a rule."

She pressed her case, saying she is a single parent with a teenager and an aging, disabled mother to care for, but to no effect.

The pharmacist shot back: "Ask your neighbour to get your medicines for you.”

By now, the patient's daughter was angry and close to tears. She lost her composure and raised her voice to ask: “Can't you just help an old disabled patient to get her medicines? Would you prefer that your patient goes without her pills?"

The pharmacist reiterated crisply: "A rule is a rule."

medical doctors Another patient in her seventies was told to return the following day when she asked to change a dressing on her hand.

She said her wound was itching so badly that she could not tolerate it any more, but was told that the doctor was attending a meeting.

The patient waited for several hours, to no avail. Her daughter then arrived to find out what was delaying her.

When told the doctor was still unavailable, she insisted on going to the meeting room to seek him out.

He responded to her call and, when she related the situation, he asked: “Why wasn't I told about this earlier?"

After the wound was cleaned and dressed, the nurse told the patient's daughter: "I thought you were his (the doctor's) girlfriend. That's why I let you in.”

A third case involved an 80-year-old patient who went earlier than scheduled to the Penang Hospital pharmacy collect her medicine.

She was told to return on the designated date, although she explained that she had mistaken the day for collection.

"Please, it is difficult for me to come again, I have to take a taxi by myself," she said in pleading her case.

The pharmacist insisted that she had to “come on the right date".

Difficult to be human?

These cases in point are reflective of the way some staff at public health facilities treat patients, many of whom are retirees or individuals with low income.

budget 2006 medical Private hospital staff cannot get away with being rude. They have to do their best to assist patients because they know who pays their salaries at the end of the day.

In the case of government health facilities - such as the Penang Hospital and Perak Road health clinic, where these complaints originated - it appears to have been forgotten that taxpayers fork out hard-earned money for the salaries of the very staff who are unhelpful to them.

Do medical and nursing staff no longer take an oath to serve? If so, they cannot be blamed for being heartless, blunt and rude.

Is it so difficult for them to be human? To be compassionate? Is it easier to be arrogant, to be stubborn and hide behind the 'rule is a rule' excuse?

Most patients would not be demanding if they do not face hardship or some inconvenience.

In the case of the pharmacist who was on her lunch break, the question arises as to why she was still at the counter.

And as long as the counter was open, it would not have taken more than a few minutes to dispense the medication required by the patient..

Another question is whether the pharmacy should be closed during the lunch hour. Couldn’t the staff be placed on a roster?

swine flu sungai buloh hospital Those who prioritise rules over common-sense should work in a prison. That is the place for hard and fast rules.

A health facility needs staff with the desire to help patients and ease their pain.

If health officials get off their cushioned chairs and air-conditioned rooms to visit public hospitals and clinics, they would find out what many patients and their families have to go through.

Negative experiences also over-shadow the good deeds and kindness of medical staff who are truly passionate about their work.

We certainly do not need more rules. We need people who are compassionate. Anyone?

SUSAN LOONE is a member of the Malaysiakini team.