The Penang Hindu Association (PHA) has called for the health ministry to set up help desks at government hospitals and clinics to assist senior citizens and persons with disabilities in navigating the public healthcare system.
While praising the ministry and hospital staff for providing excellent services to the general public, specifically to senior citizens, PHA president P Murugiah said many elderly patients still struggle to find their way inside hospitals.
“In a typical hospital scenario, the consultation room, the x-ray room, the dressing room, the pharmacy and other related medical care rooms are not necessarily situated side by side. Some could even be on a different floor.
“This often causes confusion, especially among the elderly and the physically challenged, who need to move from one place to another while seeking treatment,” he said in a statement today.
Murugiah proposed that hospitals set up help desk counters at the main entrances, staffed with trained “patient navigators”.
“The suggested ‘patient navigators’ should be individuals trained to guide the patients through the hospital’s healthcare systems, ensuring the elderly and the invalid can access the appropriate sections efficiently,” he said, adding that these navigators could reduce confusion and waiting times.
Murugiah added that customer service is just as important as medical care, and expressed hope that the health ministry would consider the proposal as part of efforts to support Malaysia’s ageing population.
Malaysia is projected to become an ageing nation by 2030, with senior citizens making up 15% of the population.
