IT has been more than five years since my wife became a regular visitor to Hospital Raja Perempuan Zainab II in Kota Baru for heart disease and diabetes treatment. It was our monthly routine to stop by the Pharmacy Department to collect her prescribed medicines.
As a retired civil officer, I have developed the habit of observing the quality of service of civil workers, especially over-the-counter service.
On this occasion, I would like to express my heartfelt gratitude to the staff members of HRPZII’s Pharmacy Department for their kindness as well as commitment to their job. They maintained their professionalism even when dealing with a large number of patients.
I saw one employee continuously smiling and giving detailed explanation to a patient, who was protesting loudly; in the end, the patient apologised and appeared satisfied.
This shows the staff members are experienced and trained to deal with patients. These are the qualities required for staff working at the counter, and it wouldn’t be an exaggeration to say that other government agencies should take a leaf out of HRPZII Pharmacy Department’s book.
On a different note, I noticed that the Pharmacy Department provides options and services to better provide for the patients and to help them collect medicines.
Besides their professionalism and good service, my wife and I were impressed with the Pharmacy Department staff members’ values. Apart from explaining about medicines, they also motivate and encourage patients.
A staff member told me and my wife to look at the disease from an Islamic viewpoint, that is to enhance one’s piety and to cleanse sins. The staff member also gave us verses from the Quran to recite daily in an effort to treat the disease.
As a result, we became closer to the Quran and read it whenever we can. It became the source of strength to both of us in fighting the disease. It is hard for me to say, as I’ll always remember her, that my wife died about a month ago.
Once again, on her behalf, I would like to express my utmost gratitude and appreciation to all the staff of HRPZII Pharmacy Department for their kind service to my wife.
I would also like to offer a special thank you to a staff member who dedicated his time to advise and motivate my wife; I am sure she treasured that to the end of her life.
Thank you, Encik Riduan, and all the staff members of the Pharmacy Department.
MUSTAPHA ISMAIL,
Kota Baru, Kelantan