Nɔn pan wi nɔ lɛk fɔ sik. Bɔt we wi sik ɛn sɔri, di wangren ɛp we wi kin gɛt na ɔspitul ɛn dɔktɔ. Bɔt sɔntɛnde, we wi go na ɔspitul, wi nɔ kin gladi smɔl ɛn wi kin fil bad fɔ di savis we wi de gɛt ɛn di we aw dɛn de trit wi. Sɔntɛm di dɔktɔ nɔ bin ɛksplen ɔltin fayn, ɔ wan wɔd we wan pɔsin we de wok de tɔk kin mek wi fil bad. Sɔntɛnde lɛk dɛn tɛm ya, yu go dɔn tink se, “O mi Gɔd, udat a go tɛl dis to?” Na dɛn kayn tɛm dɛn de, wi go tɔk bɔt wan spɛshal pɔsin we go tek yu say ɛn lisin to yu prɔblɛm dɛn.
Udat rili bi ‘Ombudsman’?
Di wɔd ‘Ombudsman’ (we dɛn kin kɔl OM-buds-man) kin tan lɛk se i strenj smɔl to yu. Na rili wan Swedish wɔd, we min "rɛprɛzɛntiv." Bak insay di ia 1800, Swidan bin gɛt wan spɛshal pɔsin we dɛn bin pik fɔ luk fɔ kɔmplen dɛn we de agens di gɔvmɛnt. Na dat dem kol di ‘Ombudsman’.
As tɛm de go, dis kɔnsɛpt dɔn bɔku mɔ ɛn mɔ. Tide, nɔto gɔvmɛnt institiushɔn dɛn nɔmɔ, bɔt big big kɔmni dɛn, yunivasiti dɛn, ɛn mɔ ɔspitul dɛn gɛt dɛn kayn ɔfisa dɛn de. Fɔ tɔk am simpul wan, ‘Ombudsman’ na ɔspitul na pɔsin we de akt lɛk brij bitwin yu, di pɔsin we sik, ɛn di ɔspitul administreshɔn. If yu gɛt prɔblɛm, kɔmplen, ɔ nɔ satisfay wit di ɔspitul savis, dis na di pɔsin we de lisin to am, chɛk am, ɛn tray fɔ gi yu sɔlv.
Insay sɔm ɔspitul dɛn na Sri Lanka, dɛn kin kɔl dis pozishɔn wit ɔda nem dɛn. Fɔ ɛgzampul:
- Di Ɔfisa fɔ Rileshɔn wit di Peshɛnt dɛn
- Advoketi fɔ di wan dɛn we de peshɛnt
- Di ɔfisa we de kia fɔ di kɔstɔma dɛn
Ilɛk wetin dɛn kɔl dɛn, dɛn men wok na fɔ lisin to wetin de mɔna yu na di ɔspitul ɛn advatayz fɔ yu.
Us kayn tin dɛn kin kɔntakt dis ɔfisa bɔt?
"So yu kin komplen abaut evri smol smol tin?" yu kin de tink. Infakt, yu gɛt rayt fɔ tɔk bɔt ɛnitin we go afɛkt di tritmɛnt we yu gɛt ɔ di ɛkspiriɛns we yu gɛt na ɔspitul. Di tebul we de dɔŋ ya go gi yu gud aidia bɔt dis.
| Di eria usay di prɔblɛm kin kam | Simpul ɛgzampul |
|---|---|
| Prɔblɛm dɛn we gɛt fɔ du wit kɔmyunikeshɔn | Fɔ fil lɛk se di dɔktɔ nɔ ɛksplen yu sik fayn fayn wan. Fɔ fil lɛk nɔs na bin rud to yu. Nɔ ɛksplen klia wan aw fɔ gi di mɛrɛsin. |
| Kwaliti fɔ Kia | Nɔr fɔ gɛt yu mɛrɛsin di rayt tɛm. Fɔ fil lɛk se dɛn nɔ de tek kia ɔf yu wit yu pen mɛrɛsin. Nɔr fɔ gɛt ansa to yu kwɛstyɔn dɛn bɔt tritmɛnt. |
| I nɔ izi fɔ gɛt infɔmeshɔn | Nɔ ebul fɔ ɛksplen wetin de na yu ripɔt dɛn. Nɔ ɔndastand gud gud wan wetin fɔ du we dɛn dischaj yu ɛn go na os. |
| Di tin dɛn we de mɔna pipul dɛn bɔt sef | Di flo na di wod de slipul. Yu go de wɔnda if yu bin gɛt di rɔng mɛrɛsin. |
| Dilɛys fɔ Keya | Fɔ wet fɔ lɔng tɛm fɔ si di dɔktɔ. Tek tɛm we nɔ nid fɔ gɛt apɔntinmɛnt fɔ ɛgzam. |
| Ɛni ɔda tin | If yu fil se dɛn dɔn trit yu difrɛn we bikɔs ɔf yu trayb, rilijɔn, man ɔ uman, ɛn ɔda tin dɛn If yu gɛt prɔblɛm wit di klin we di ɔspitul klin. |
Di tin we impɔtant pas ɔl na dat yu nɔ nid fɔ kɛr ɛni lod ɔ dawt na yu maynd we yu de go fɔ wɛlbɔdi biznɛs. Na big trɛnk bak fɔ no se wan sistɛm de fɔ lisin to yu vɔys.
Wetin mek wi kin tɔk to pɔsin lɛk dis we wi nɔ aks di dɔktɔ ɔ nɔs dairekt wan?
Dis na rili fayn kwɛstyɔn. Bɔku tɛm, wi kin sɔlv di smɔl smɔl kwɛstyɔn dɛn we wi gɛt bay we wi aks di dɔktɔ ɔ nɔs we gɛt fɔ du wit di prɔblɛm. Imajin, yu gɛt smɔl dawt na yu maynd bɔt aw fɔ tek wan mɛrɛsin we dɛn gi yu. Yu kin aks di nɔs bak wantɛm wantɛm ɛn mek i klia. Dat na di bɛst ɛn kwik we.
Bɔt sɔm tɛm dɛn de we i nɔ kin izi fɔ sɔlv di prɔblɛm bay we yu de tɔk dairekt wan.
1. We yu nɔ gɛt ansa we go mek yu satisfay: If yu aks kwɛstyɔn ɛn yu nɔ satisfay wit di ansa we yu gɛt, ɔ if yu fil se nɔbɔdi nɔ de lisin to yu kwɛstyɔn fayn, di nɛks tin we yu fɔ du na fɔ tɔk to ‘Ombudsman’.
2. We yu nɔ fil fayn fɔ tɔk dairekt wan: Imajin, yu fil se na wan pan di wokman dɛn de trit yu difrɛn we bay wilful. Na da kayn tɛm de, yu kin fred ɔ yu nɔ kin fil fayn fɔ tɔk to da pɔsin de dairekt wan bɔt dat. Insay dis kayn tin, ‘Ombudsman’ kin intavyu as nyutral pati.
Aw wi kin fɛn ‘Ombudsman’ na ɔspitul?
Dɛn kin impruv dis we wit smɔl chenj dɛn na di Sri Lanka wɛlbɔdi biznɛs, mɔ na prayvet ɛn gɔvmɛnt ɔspitul dɛn.
- Prayvet Ospital dɛn: Bɔku pan di big prayvet ɔspitul dɛn gɛt dipatmɛnt we dɛn dɔn gi dɛn fɔ dis. Yu kin aks na di ɔspitul risepshɔn dɛsk usay di "Patient Relations Officer" ɔ "Customer Care" dipatmɛnt de. Di fon nɔmba ɔ di kɔntakt ditil dɛm fɔ dis ɔfisa kin de na di liflet dɛm we dɛn gi yu we yu go insay ɔspitul.
- Gɔvmɛnt ɔspitul dɛn: Gɔvmɛnt ɔspitul dɛn nɔ kin gɛt ‘Ombudsman’ we dɛn dɔn pik ɔltɛm. Bɔt fɔ tru, wan we de fɔ lod kɔmplen. Yu kin fala dɛn step ya:
1. Fɔs, tɔk to di Matron/Hɛd Nɔs fɔ di wɔd we yu de.Bɔku tin dɛn kin sɔlv na da lɛvul de.
2. If dɛn nɔ fɛn ɛni sɔlvishɔn de, yu kin go na di ɔspitul in Administretiv Ɔfis ɛn ɛksplen di tin we apin.
3. If di prɔblɛm siriɔs, dɛn kin rayt kɔmplen to di Ospital Dayrɛktɔ .
Bɔt, if yu gɛt prɔblɛm, nɔ fred fɔ tɔk bɔt am. Aks us we dɛn yu go ebul fɔ gɛt ɛp.
Wetin kin apin we yu fayl kɔmplen?
Afta yu mit wit wan ‘Ombudsman’ ɛn tɛl am yu prɔblɛm, na dis kin apin:
1. Lisin to yu gud gud wan: Fɔs, di ɔfisa go lisin to yu ful wan, ɛn i nɔ go ambɔg yu. Dɛn go tray fɔ ɔndastand di we aw yu de si di tin we de apin.
2. Fɔ gɛt rayt fɔ chɛk: Neks, wi go gɛt yu kɔnsɛnt fɔ chɛk dis tin we apin mɔ.
3. Fɔ gɛda infɔmeshɔn: Dɔn, dɛn go tɔk to di dɔktɔ dɛn, nɔs dɛn, ɔ ɔda wokman dɛn we gɛt fɔ du wit yu kɔmplen ɛn gɛt infɔmeshɔn frɔm dɛn. If nid de, dɛn kin ivin chɛk yu mɛdikal rɛkɔd.
4. Fɔ tɛl yu:We dɛn dɔn gɛda ɔl di infɔmeshɔn dis we, di ɔfisa go kɔl yu bak fɔ ɛksplen wetin dɛn fɛn ɛn wetin yu go ebul fɔ du. Dɛn kin ivin ebul fɔ mek dɛn ɔl tu kam togɛda ɛn ɛp fɔ sɔlv di prɔblɛm bay we dɛn de tɔk bɔt am.
5. Fɔ kip rɛkɔd fɔ tumara bambay: Di tin we impɔtant pas ɔl na fɔ ripɔt ɔl dɛn kɔmplen ya to di ɔspitul administreshɔn we dɛn nɔ tɔk bɔt yu nem ɔ vilej . Fɔ ɛgzampul, dɛn kin mek sɔma ripɔt lɛk "5 kɔmplen dɛn we dɛn dɔn gɛt bɔt kɔmyunikeshɔn prɔblɛm dis mɔnt."
Wetin kin apin? Di ɔspitul lidaship ɔndastand usay dɛn nid fɔ impɔtant. Dat min se if yu tɔk bɔt yu prɔblɛm, yu nɔ go jɔs gɛt sɔlv, bɔt i go ɛp bak fɔ mek ɔda pɔsin nɔ gɛt di sem prɔblɛm tumara bambay.
Us kayn infɔmeshɔn wi fɔ gi dɛn?
We yu go mek kɔmplen, i go fayn fɔ mek yu rɛdi fɔ gi bɔku tin dɛn. I izi fɔ yu if yu mɛmba dɛn tin ya:
- Di de ɛn di tɛm we di tin apin: Mɛmba gud gud wan if i pɔsibul.
- Nem fɔ pipul dɛn we gɛt fɔ du wit dis: If yu no di nem fɔ di dɔktɔ ɔ nɔs we tɔk to yu, i fayn fɔ mek yu tɔk bɔt am.
- Tɔk klia wan bɔt wetin apin: Tɔk klia wan bɔt wetin apin, wɔd fɔ wɔd. I kin woke mɔ fɔ bi spɛshal, lɛk "We a tɛl yu bɔt di pen, dɛn se, 'Na so i de fɔ ɔlman'," pas fɔ se "I kɔl mi pan am."
- Yu de tɔk fɔ ɔda pɔsin?: If yu de tɔk fɔ ɔda pɔsin, lɛk yu mama ɔ papa, yu go nid fɔ gi di ditel dɛn lɛk di pɔsin in nem ɛn di de we dɛn bɔn am. Dɔn bak, di ɔfisa go nid fɔ gɛt permishɔn frɔm di pɔsin fɔ tɔk to yu bɔt di pɔsin in mɛdikal infɔmeshɔn.
- Di sɔlv we yu de op fɔ: If yu gɛt aydia bɔt wetin yu want, lɛk "A want dɛn fɔ aks fɔ padi fɔ mi" ɔ "A want ɛksplen bɔt mi ripɔt," tɔk dat bak.
Dɔn bak, if ɛni gud tin bin apin di tɛm we yu bin de ɛkspiriɛns, nɔ fɔgɛt fɔ tɔk bɔt am. Ilɛksɛf na nɔs we ɛp yu bɔku ɛn tɔk fayn to yu, ɔ dɔktɔ we ɛksplen ɔltin fayn fayn wan, i kin ɛp di ɔspitul administreshɔn fɔ gladi fɔ dɛn gud wokman dɛn ɛn fɔ mek dɛn gud tin dɛn de bɔku.
Mɛsej we dɛn kin kɛr go na os
- Yu gɛt ɔl di rayt fɔ aks kwɛstyɔn ɛn sho se yu nɔ satisfay wit di savis we yu de gɛt we yu de gɛt tritmɛnt na ɔspitul. Dat nɔto bad tin.
- ‘Ombudsman’ ɔ pasɛnt rileshɔn ɔfisa de fɔ lisin to yu kɔnsyusɔn ɛn akt lɛk midulman bitwin yu ɛn di ɔspitul administreshɔn.
- Yu nɔ go gɛt ɛni injɔstis, diskrimineshɔn, ɔ delay fɔ tritmɛnt bikɔs ɔf yu kɔmplen. Nɔ wɔri bɔt dat.
- If yu tɔk bɔt yu prɔblɛm, i nɔ go jɔs ɛp yu fɔ fɛn sɔlv, bɔt i go ɛp bak fɔ mek di ɔspitul in savis dɛn ɔl go fayn.
- Di nɛks tɛm we yu mit ɛni prɔblɛm na ɔspitul, mɛmba se ples de usay yu go aks fɔ ɛp, pas fɔ sɔfa yu wan.
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