On the 19th of this month at around six in the evening, while my husband and I were at home, my daughter fell down and injured the back of her head. With blood pouring out of her head we rushed her to King Faisal Hospital because I was confident that the doctors there would treat the child to my satisfaction.
We were warmly welcomed by the cashier at the Emergency ward who helped us fill out the forms and when he was done, he called the nurse to attend to us.
This was at about 6:30pm. The nurse came and told us to be patient because they had other accident patients in the room, promising to be back in few minutes. After waiting for hours I started to panic, as blood kept flowing from by two year olds head. Did the staff at the hospital know what an ‘emergency’ was?
I finally saw the doctor stepping out of his office to give results to a mother who had brought a kid for consultations. I pleaded with him to see my daughter and I was surprised to find out that the good doctor hadn’t been told that we were waiting for him!
I began to cry as I told him that I’d been waiting for two whole hours. I was later served but it was a bit of a circus. Luckily the injury wasn’t too bad and after shaving her hair and then stitching the gash on her head we were allowed to leave. By this time it was 10:30pm!
I think that the people working in the Emergency ward have to be re-trained in customer care. King Faisal Hospital is the biggest and best equipped medical facility in Rwanda and if it isn’t being the leader in its field, then someone is messing up. I demand an apology for the atrocious service or at least an explanation.
Sylivia Kobusingye, 0722333667