"COURTESY AND SERVICE" COURSES FOR HOSPITAL STAFF

[Mr Speaker in the Chair]

Mrs C. V. Devan Nair asked the Minister for Health whether he will consider holding "Courtesy and Service" courses for members of hospital staff to improve their relations with the public.

Mr Yong Nyuk Lin: Mr Speaker, Sir, the P.A.P. Government places great importance in improving courtesy and service to the public by its Government servants. At the end of 1960, a Committee consisting of ministerial and departmental representatives drew up a blue-print for improvements in the relationship between the Government and the public. `This was followed by an intensive campaign in each Ministry to improve en courtesy and service. Courtesy officers were appointed in each section of the Ministry. Staff were briefed on the importance of courtesy. Talks were given to staff dealing with the public, such as telephone operators, medical and health servants, nurses and doctors. The co-operation of the unions was also sought in these efforts. In addition, the Central Complaints Bureau was established.

Formal courtesy and service courses are not at present being conducted for hospital staff, and I do not think it necessary to conduct courtesy and service courses as suggested by the hon. Member for Moulmein, because adequate measures have already been taken to ensure that all staff are expected to show maximum possible courtesy and civility to the public. Nurses are being taught ethics in their training courses, and medical health servants are briefed on the importance of courtesy and service on appointment.

Besides, under the Public Service (Disciplinary Proceedings - Delegation of Functions) Regulations, 1962, published in the Government Gazette Supplement No. 139 dated 20th July, 1962, Regulation 4 provides, inter alia, that any officer found guilty of being rude to (the public in speech: or being discourteous to the public in manner, shall be liable to be punished under regulations 6, 7 and 8 thereof.

Depending upon the gravity of the offence, the latter regulations provide:

(a) that such officer be severely reprimanded and a record made of the reprimand in his Record of Service; or

(b) . . . forfeiture of not more than one-half of such officer's basic monthly salary or by a fine of two hundred dollars whichever is the less; or

(c) stoppage or deferment of any increment of salary; or

(d) discontinuance of his further service.

Mr Ho See Beng (Bras Basah): Will the Minister concerned tell this House whether there is any Complaints Bureau accessible to patients to make complaints to the officers in the hospital about their grievances?

Mr Yong Nyuk Lin: Mr Speaker, Sir, I wish to remind the hon. Member for Bras Basah that there is already in existence a Central Complaints Bureau, and all that a member of the public need do is to write a letter direct to me and it will be investigated.