THE Penang Hindu Association (PHA) has urged the Government to establish Help Desks at all government hospitals and clinics nationwide to assist senior citizens and physically challenged individuals in navigating healthcare facilities.
In a press statement today, PHA president Datuk P. Murugiah said the association has received several complaints from senior citizens who faced difficulties locating specific treatment rooms during their hospital visits, often having to seek guidance from other patients.
He explained that in a typical hospital, the consultation room, x-ray room, dressing room, pharmacy, and other medical care facilities are not always located close to one another, and some may even be on different floors. This layout often causes confusion, particularly for the elderly and the physically challenged, who need to move from one area to another.
“To overcome this challenge, we propose setting up a Help Desk at the hospital entrance, manned by trained personnel to guide senior citizens and physically challenged patients to the correct sections.
“These ‘patient navigators’ should be trained to assist patients through the hospital system, ensuring that they can access the necessary services efficiently. This initiative could also reduce systemic issues such as long waiting times and administrative confusion,” Murugiah said.
He noted that Malaysia’s ageing population is growing, and older adults now form a significant proportion of patients seeking medical assistance at government hospitals and clinics.
While highlighting the need for Help Desks, Murugiah also expressed appreciation to the Health Ministry, hospital administrators, and both medical and non-medical staff for their excellent service to the public, especially senior citizens.
“We commend the Ministry’s efforts to equip hospitals with up-to-date healthcare facilities, making them the preferred choice for many seeking treatments. We are also grateful for the provision of special parking spaces for the physically challenged.
“Nevertheless, we have observed that excellent hospital practices sometimes overlook the importance of providing effective ‘customer service’ to guide patients as soon as they step into the hospital,” he added.
Pix by Noor Siti Nabilah Noorazis