Blind poet John Milton famously wrote, "They also serve who only stand and wait", but the message is obviously lost on VVIPs seeking treatment at government hospitals.

Health Minister Dr Chua Soil Lek is miffed at VVIPs who jump the queue , saying their demand for preferential treatment must stop.

He said the problem is particularly "acute" at Putrajaya Hospital due to its proximity to the country's administrative capital.

"Our staff have complained of VVIPs demanding special treatment, who don't register and who, instead of waiting in line, head directly to see a specialist," he said, referring to a visit to the hospital yesterday.

"Doctors claim that at least four to five VVIPs are at the hospital daily, and want to know how to handle the situation."

He said doctors were confused as to which government officers are considered VVIPs.

"I'm sure even you don't know all the government officers in Putrajaya, so you cannot expect doctors to know who is a VVIP," he told reporters at the Institute of Health Management (IHM) in Kuala Lumpur today, after launching a course and training module designed to instill courtesy at service counters.

Common problem

Chua said other hospitals face similar problems of VVIPs failing to comply with hospital procedures "but not with the same frequency or to the extent faced by Putrajaya Hospital".

On how the complaints will be handled and who qualifies as a VVIP, he told the reporter who posed the question to provide the definition himself.

"We will look into it (the complaints)," he said, sounding annoyed.

When pushed for a time-frame, he replied curtly: "I'll let you know when it is resolved."

He said the client's charter in all government hospitals guarantees all patients equal treatment except in emergency cases.

"As patients, I hope the VVIPs realise that other patients are waiting in line for the same doctor, and that they should also follow the same procedures."

To illustrate patients' sentiment, Chua cited a study last year by IHM which revealed that 20 percent or one-fifth of respondents said they faced discrimination based on their status.

"Strictly, hospitals can refuse treatment by asking (VVIPs) to keep to the number (issued)," he said when asked if hospitals could refuse outpatient treatment to those who jump the queue.

Public complaints

Earlier in his speech, he said the IHM survey - involving 4,000 patients in government hospitals - had identified four main problems, although 84 percent were satisfied with counter services.

About 25 percent were unhappy with the long waiting period, limited parking space (4.5 percent), insufficient and uncomfortable waiting areas (2.6 percent) and rude staff (2.6 percent).

Referring to recent complaints in the media, he said the Public Complaints Bureau had referred 83 complaints to the health ministry last year compared to 133 in 2004 and 135 in 2003.

Between April 1 and Dec 31, 2004, a total of 96 complaints were filed against the ministry, which ranked sixth after the internal security ministry, home ministry, Prime Minister's Department, finance ministry and federal territory ministry.

He said the survey results showed that half of the respondents felt bored while waiting; one-third felt hospital staff were unfriendly; two-thirds said staff were constantly grumbling; and one-fifth felt insulted.

"Lack of communication skills is a major factor why patients felt dissatisfied with the service provided, leading to conflicts between the patient or family members and hospital staff."

Chua said the cabinet has directed that a reminder be issued to all hospitals for more effective communication and to keep the patient and family members informed at all times during treatment.

He hoped the course and training module would help attain this goal.