Dr Christopher Tufton, health and wellness minister, has again urged health-care workers to demonstrate greater compassion in the discharge of their duties. This appeal cannot be overstated, especially given the growing record of patient deaths at public hospitals islandwide. In fact, because I heard countless stories of hospital horrors, I was beset with worry when my relatives were admitted to May Pen Hospital in 2022 and 2024. I feared that they would have been poorly treated or neglected altogether once I left the accident and emergency ward where they were staying. Fortunately, this never happened, and we have many positives to report about our experience.

The hospital staff — from the custodians and porters to the nurses and doctors — quickly dispelled the pervasive stereotypes about local health-care workers. They were respectful, helpful, and genuinely caring. The doctors, in particular, answered my endless questions and made time to simplify complex medical jargon for our understanding. Some even made jokes that brought me and my family much-needed cheer.

My family’s follow-up visits to the hospital’s outpatient clinic have been equally satisfying. The medical team consistently listens, poses thoughtful questions, and placates our recurring anxieties. We never felt like paupers either. We are treated with dignity and offered a commendable standard of care.

One afternoon I overheard one of the doctors telling a colleague that he was hungry and exhausted as he had been working all morning. Still, he was noticeably courteous and efficient as he made his rounds and attended to patients. He even obliged one of my last-minute requests.

Only a single nurse, of the many with whom I have interacted at the clinic, seemed indecorous and irritable. She consistently frowned, rolled her eyes, and hissed her teeth during one of our exchanges. This isolated incident, of course, has not diminished my overall positive experience at the facility. Whenever I accompany my relatives for their check-ups, I simply direct my questions to the more accommodating nurses.

The DrugServ staff is surprisingly warm and supportive, too. When I lamented my busy work schedule and the challenges experienced with collecting medications for my relatives, one of the pharmacists advised me to use their appointment system to reduce the wait time. There are still issues with this system, but the staff’s kindness and openness to improving their service have been encouraging.

Let us never take these health-care professionals’ courtesy and commitment for granted. For years I only experienced “nice” doctors and nurses through Grey’s Anatomy, The Resident, and House — all popular television series portraying exemplary medical care in the US. I am happy to have a pleasant experience in my homeland. Besides, in a health system strained by staff and equipment shortages, the nurses and doctors at May Pen Hospital could have become callous, like many of their colleagues elsewhere. Instead, they have chosen compassion, the cornerstone of effective health-care delivery.

Research published through the National Library of Medicine indicates that when clinicians lack compassion, patients suffer: their care is grossly compromised; they do not adhere to prescribed treatment plans; and they ultimately experience adverse medical outcomes. Conversely, patients’ satisfaction, optimism, resilience, and recovery rates increase when their doctors are caring and empathetic. Positive doctor-patient relationships are also forged when compassion, sincere care, and trust abound.

I understand that some patients and their family members may be rude, demanding, and impatient when they are anxious or in pain. Such an attitude can aggravate and frustrate even the most emotionally intelligent doctors and nurses. However, inhumane patient care is never justified. Several researchers in the Journal of the National Medical Association have maintained that “compassionate care is a fundamental element for improving [the] quality of health care system services”.

Therefore, even if our hospitals are well equipped, but our health-care providers lack compassion, the quality of clinical care in Jamaica will not improve materially. We may have more tragic cases, like those of Jodian Fearon and Anna-Shay Campbell who died, allegedly due to medical negligence.

I trust health-care workers across the island will be inspired by their colleagues at May Pen Hospital and prioritise kindness, respect, and dignity as they interact with patients. The negative hospital narratives can change with time.

And to the Government, please support our health-care professionals by offering them salaries that are commensurate with their invaluable toil. Additionally, equip all our hospitals with the resources needed for improved patient care. Every Jamaican deserves high-quality medical aid.