RESUMO
We need to attend to a patient face to face in the physiological function testing room and the central blood-drawing room of the central clinical laboratory in a hospital. Recently, there have been some problems and troubles experienced by medical staff because patients may have had some over-expectations regarding our medical service and their sense of entitlement may have been unrealistic. We report some problems experienced in our Central Clinical Laboratory and hospital, and describe some solutions. If a medical staff member gets into trouble with a patient because of some difference in awareness between him/her and the patient, we should take prompt action regarding these claims and be considerate to the patient. However, we have to take a tough stance against some severe cases, for example violence and intemperate language directed toward medical staff. One of the most important things is to investigate complaints against us, and, through this, keep on improving. Another important thing is to disseminate information among central clinical laboratory teams liaising with nursing and other departments. Therefore, we can establish a good trusting relationship between patients and staff, and consequently our patient service will improve.
