DOI: 10.36347/sjams.2019.v07i01.030

Pages: 164-166

Background: Healthcare system is primarily based on human interactions as the chief mode of exchange of information. As the health and recovery of near and dear ones is an emotional affair. The possibility of altercations between hospital staff and attendants of the patient, though an abominable event, is present when emotions run high. The knowledge of common reasons for this avoidable event is crucial to draft measures to improve quality and avoid recurrences. Study: A retrospective data was analyzed between Sep 2017 and June 2018 regarding incidents of all consecutive altercations and heated arguments between patients’ attendants and hospital staff at blood bank that included lab technicians, attendants, clerks or doctors posted in the blood bank of a tertiary care centre in Uttarakhand. Results: The male staff and attendants, the night time request, more than two attendants and more than two number of requirement of blood and its products, request from outside private centers were the common associated variables. The reasons for the altercations commonly were several and mostly related to misinformation on the part of healthcare personnel and the attendants alike. Lack of basic information about time required for procurement of blood and its products, inappropriate form and samples, non-availability of blood or donors and financial issues dominate the reasons of heated arguments. The suggested recommendations like written information outside blood bank regarding practical problems and education programs for general public and clinicians and allied healthcare staff regarding proper procedure and requisition, programs for donor encouragement, presence of guard or closed circuit monitoring are key to ensure healthy environment and working condition in the blood bank.