The confusion and distress stood in stark contrast to the compassion and professionalism they had experienced during the student’ s earlier medical encounter.*
EXPERIENCES
When an experience is described as remarkable, it is because it captures attention – for better or worse. The contrast between compassionate, attentive care and dismissive, poorly communicated service highlights a critical divide in the healthcare system. These differences are not just anecdotal; they have measurable consequences. Many complaints and medico-legal claims stem from bedside manner and communication issues. More than 16 % of reported cases can be linked directly to patient dissatisfaction with their treatment rather than the technical quality of care. While clinical skill is essential, the patient’ s subjective experience often shapes their perception of care, their trust in the provider and their willingness to escalate a grievance. Inadequate resources cannot excuse unkindness or neglect – empathy and clear communication remain fundamental to good practice.
THE IMPORTANCE OF BEDSIDE MANNER
Bedside manner is far more than a“ nice-to-have” – it is a critical component of risk management in clinical practice. Many malpractice complaints are triggered not by a healthcare practitioner’ s medical error but by a breakdown in trust, communication or empathy. Patients and their families are far more likely to forgive honest mistakes when they feel respected, listened to and cared for. Conversely, a cold, dismissive or unprofessional interaction can turn even minor grievances into formal complaints. Practising good bedside manner is one of the most effective, humancentred ways to protect against unnecessary litigation, while simultaneously improving the quality of care.
PROFESSIONALISM IN PRACTICE
The best patient experiences are underpinned by a combination of professionalism, clear communication, emotional intelligence and responsiveness. In the emergency eye unit, care was timely and the staff’ s professionalism was evident in how they explained procedures, responded promptly and treated the patient with dignity.
By contrast, the second hospital experience lacked even the basics of respect and support. The nursing staff failed to meet urgent needs and the medical team did not communicate with the family when their loved one’ s life was in danger. These oversights not only compromise care – they destroy trust.
A supportive environment is not just about having the right equipment or enough beds; it is about how people are treated. When healthcare professionals create a safe, responsive and empathetic space for patients and families, they do not just deliver care – they build relationships, earn respect and reduce the risk of claims.
STANDING BY THE PROFESSIONALS WHO CARE
Healthcare practitioners give their all – and sometimes, despite best efforts, things go wrong. That is where PPS Health Professions Indemnity( HPI) steps in. Designed specifically for South African healthcare professionals, it offers comprehensive malpractice cover, expert legal defence and professional support when needed most. Because standing by healthcare professionals who care, is part of what PPS HPI does.
Click here to learn more about PPS Health Professions Indemnity.
* These scenarios are drawn from the author’ s real-life experiences.
Alanna Bollweg
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