King Faisal Hospital responds to a customer’s complaint

Editor, On behalf of the management and the entire staff of King Faisal Hospital I am writing in relation to the incident that occurred on Friday 19th August, 2010 at King Faisal Hospital, Kigali to one of our esteemed customers. Our first reaction was to investigate the incident and try to find out what happened exactly in order to provide the right explanation about this incident. These are the findings we got from our investigation: The patient‘s file records that the patient was attended to by the receptionist at 19.05 pm and the first medical contact was done by a nurse at 19:25. The nurse’s report notes that the patient had a small cut wound on the occipital area post a fall 1 hour earlier. The Doctor in Accident and Emergency was informed immediately after the first medical assessment but he was attending to two other patients (victims of a road traffic accident). The Doctor’s findings were a small laceration on the occipital region (the back of the head) and the treatment prescribed was to clean and dress the wound and give ibuprofen and Cetamol. A nurse cleaned the wound of the patient with normal saline and Providone. The patient was discharged on medication mentioned above as per Doctor’s orders at 8:00 pm. Our medical staff also noted that “The wound was small and not bleeding at the time of dressing.” The patient was told to come back for wound dressing on 21st August but instead returned on 23rd August, 2010 for the wound dressing. We understand the frustration the mother might have experienced and want her to accept our sincere apologies for any delay that she encountered at our facility. Unfortunately in some cases the medical staff has to treat critical patients first before attending to others. We thank her for her letter aiming at supporting the improvement of King Faisal Hospital, Kigali and we encourage her to keep it up. For further explanation or any other information, feel free to contact us through our Customer care Office 0788519237, we will be happy to help you. Sincerely, Dr. Juliet MBABAZIAg. Chief Executive Officer

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King Faisal Hospital responds to a customer’s complaint