HOD FAMILY MEDICINE
May 08, 2026 03:45
· 25:03
· English
· Whisper Turbo
· 2 speakers
Transkriptu hau iraungitzen da 26 egun.
Biltegiratze iraunkorraren bertsio-berritzea →
Erakutsi bakarrik
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Speaker 1 (HOD FAMILY MEDICINE )
We are conducting this interview as
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Speaker 1 (HOD FAMILY MEDICINE )
part of the stakeholder engagement process for the development of the
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Speaker 1 (HOD FAMILY MEDICINE )
strategic plan of University of Puerto Rico's Teaching Hospital 2020.
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Speaker 1 (HOD FAMILY MEDICINE )
The discussion will take about 15 to 20 minutes and we
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Speaker 1 (HOD FAMILY MEDICINE )
will focus on your perspective on key priorities for improving the hospital.
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Speaker 1 (HOD FAMILY MEDICINE )
Your participation is entirely voluntary and you may choose not
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Speaker 1 (HOD FAMILY MEDICINE )
to answer any question or stop at any time.
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The information you provide will be kept confidential and
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used only for strategic planning purposes.
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Speaker 1 (HOD FAMILY MEDICINE )
So please Ma,
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can we know your name and your role Ma?
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Speaker 1 (HOD FAMILY MEDICINE )
Thank you so much.
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Speaker 1 (HOD FAMILY MEDICINE )
So with your permission,
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Speaker 1 (HOD FAMILY MEDICINE )
I would like to take notes and audio record this session
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Speaker 2 (HOD FAMILY MEDICINE )
for accuracy.
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Speaker 1 (HOD FAMILY MEDICINE )
Do I have your concept to take notes?
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Speaker 1 (HOD FAMILY MEDICINE )
Then do I have your concept to audio record the session?
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Speaker 1 (HOD FAMILY MEDICINE )
Thank you very much.
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Speaker 1 (HOD FAMILY MEDICINE )
As I've said earlier,
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Speaker 1 (HOD FAMILY MEDICINE )
the purpose of this interview is to obtain strategic insights
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Speaker 1 (HOD FAMILY MEDICINE )
from clinical leaders to inform priorities for
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Speaker 1 (HOD FAMILY MEDICINE )
service delivery,
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Speaker 1 (HOD FAMILY MEDICINE )
workforce,
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Speaker 1 (HOD FAMILY MEDICINE )
infrastructure,
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Speaker 1 (HOD FAMILY MEDICINE )
patient care,
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Speaker 1 (HOD FAMILY MEDICINE )
and training within the University of Portal Contagion Hospital Strategic Plan
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Speaker 1 (HOD FAMILY MEDICINE )
2026 -2028.
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Speaker 1 (HOD FAMILY MEDICINE )
So please,
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ma, we have six sections in.
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Speaker 1 (HOD FAMILY MEDICINE )
The first section is on service delivery.
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Speaker 1 (HOD FAMILY MEDICINE )
What are the major bottlenecks affecting clinical service delivery in
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family medicine departments?
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Speaker 1 (HOD FAMILY MEDICINE )
to consult in space,
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Speaker 2 (HOD FAMILY MEDICINE )
to consult in the library,
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Speaker 2 (HOD FAMILY MEDICINE )
to consult in the library,
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Speaker 2 (HOD FAMILY MEDICINE )
and yet you still have doctors standing.
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Speaker 2 (HOD FAMILY MEDICINE )
Automatically means you are going to have
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Speaker 2 (HOD FAMILY MEDICINE )
patients waiting time increased.
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Speaker 2 (HOD FAMILY MEDICINE )
So we see an average of 200 patients in a day.
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Speaker 2 (HOD FAMILY MEDICINE )
If you had more hands,
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Speaker 2 (HOD FAMILY MEDICINE )
you would see them in a shorter time.
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Speaker 2 (HOD FAMILY MEDICINE )
Of course,
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that makes patients not to come because you are like,
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Speaker 2 (HOD FAMILY MEDICINE )
I came since morning and they are seeing me by surgery.
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Speaker 2 (HOD FAMILY MEDICINE )
So every force will try to reduce waiting time as
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Speaker 2 (HOD FAMILY MEDICINE )
difficult because the consultation might be taken over by...
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Speaker 1 (HOD FAMILY MEDICINE )
Thank you.
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Speaker 1 (HOD FAMILY MEDICINE )
Thank you so much,
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Ma. So which services are overstretched or underutilized
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or need expansion in this department?
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Speaker 2 (HOD FAMILY MEDICINE )
We have
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patients using homosomal services.
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Speaker 2 (HOD FAMILY MEDICINE )
As I speak to you,
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currently there is no money funds into the
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department and we usually run the site now.
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Speaker 2 (HOD FAMILY MEDICINE )
As I speak to you,
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Speaker 2 (HOD FAMILY MEDICINE )
we have to shut that down.
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Speaker 1 (HOD FAMILY MEDICINE )
Is there any other service that is underutilized?
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Speaker 2 (HOD FAMILY MEDICINE )
Well,
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the dressing room is well used.
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Speaker 2 (HOD FAMILY MEDICINE )
Most of the services are really used,
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Speaker 2 (HOD FAMILY MEDICINE )
except for the fact that we have areas of special interest.
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Speaker 1 (HOD FAMILY MEDICINE )
So apart from what you have mentioned,
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is there anyone that needs expansion?
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Apart from consulting you have mentioned,
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is there any service?
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Speaker 2 (HOD FAMILY MEDICINE )
So every time we have a condition,
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we take them to the wrong word and say,
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this is where we speak.
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Speaker 2 (HOD FAMILY MEDICINE )
And the purpose of that was for,
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I recently spoke to a patient,
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and incidentally,
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a nurse in this department,
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Speaker 2 (HOD FAMILY MEDICINE )
who was not feeling well.
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Speaker 2 (HOD FAMILY MEDICINE )
It's something that we have managed.
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She said,
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we don't want to be on admission.
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But because we don't have the word,
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we sent her to here,
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and we sent her back.
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Speaker 2 (HOD FAMILY MEDICINE )
She went to her house,
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she slumped, and came back.
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And I was happy she was alive.
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Speaker 2 (HOD FAMILY MEDICINE )
But you see,
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it turned to me that,
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look, you needed a board.
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Speaker 2 (HOD FAMILY MEDICINE )
Look, let me tell this lady.
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Speaker 2 (HOD FAMILY MEDICINE )
And marriage,
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Speaker 2 (HOD FAMILY MEDICINE )
for whatever,
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I mean, it was something of one or two days,
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actually, gone.
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Speaker 2 (HOD FAMILY MEDICINE )
So that should be expanded.
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Speaker 1 (HOD FAMILY MEDICINE )
Thank you for that,
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ma 'am.
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Then what practical changes will most improve efficiency?
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Speaker 1 (HOD FAMILY MEDICINE )
and quality of infrastructure i can't say that
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Speaker 1 (HOD FAMILY MEDICINE )
enough yes i can't say that enough the space is
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not only tight it is we've
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tried our best to make some you know healing
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environment needs to be aesthetic it's
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important but that is completely not there but we've
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tried that a bit but we're overstretched
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So if you can,
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if that can be done,
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it will fracture the load end.
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And for you,
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most interestingly,
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the first point of call,
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that's the first place to take the decision.
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So if your competitor comes here and is waiting for so long,
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when I get seen in one office that is somehow,
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she goes another person to come back again.
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So,
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I mean, to help with them.
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But if you can do that,
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give that first impression that,
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wow, this is a place to consume.
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So if I'm referring you to,
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oh, Andrea,
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I'm hopeful that.
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it's a little better but if this first place i came and
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i tell you to go to work you're not even going you know so that's thank
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you so much for that so we move to the human resources for health
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so what are the most critical staffing gaps in the departments
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you know the
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thing is residency should be planned when you
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employ residents and it's like it's a job
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So you now have almost all your junior residents have passed and
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you don't have employees next.
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That gap is there.
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There should be a flu.
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Speaker 1 (HOD FAMILY MEDICINE )
You know, normally there's hierarchy.
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There should be junior residents,
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there should be senior residents.
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That hierarchy should be maintained.
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Speaker 1 (HOD FAMILY MEDICINE )
And that can only happen when there's employment going on regularly.
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Well,
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recently we have embraced some and I'm hoping that there will still be some.
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Speaker 1 (HOD FAMILY MEDICINE )
For me,
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that's one gap that should be.
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In terms of staffing.
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Speaker 1 (HOD FAMILY MEDICINE )
So what challenges affect staff productivity or motivation or
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Speaker 1 (HOD FAMILY MEDICINE )
their retention?
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Speaker 1 (HOD FAMILY MEDICINE )
There is no motivation,
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Speaker 1 (HOD FAMILY MEDICINE )
there is no training,
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at least for the clinicians.
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Speaker 1 (HOD FAMILY MEDICINE )
Listen,
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there are some consultants before training.
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Speaker 1 (HOD FAMILY MEDICINE )
They applied for...
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Speaker 1 (HOD FAMILY MEDICINE )
I wish even this year's record they would get to punishment.
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Speaker 1 (HOD FAMILY MEDICINE )
They applied for $250 ,000 for the training.
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$250 ,000.
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Speaker 1 (HOD FAMILY MEDICINE )
of course the problem of money is everywhere don't think that's it for me i feel i mean
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Speaker 1 (HOD FAMILY MEDICINE )
that's a nigerian problem so our salaries are poor in nigeria
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Speaker 1 (HOD FAMILY MEDICINE )
so i feel that's not that's not a problem and then the environment information
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Speaker 1 (HOD FAMILY MEDICINE )
to work when you come to work like i just said you come to
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a you don't have to sit down to work because i don't have offices so you
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Speaker 1 (HOD FAMILY MEDICINE )
now have some of them probably the younger ones they come they are willing
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to sit down with nowhere to sit down so they say ma i'm going and i say bye bye
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Why would they stay?
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You know?
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But usually,
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if you finish seeing your patient,
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Speaker 1 (HOD FAMILY MEDICINE )
you want to stay back at home and you are turning to issues.
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Speaker 1 (HOD FAMILY MEDICINE )
But there's no place to sit there,
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so you go.
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So it's very,
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for me, very derivative.
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Speaker 1 (HOD FAMILY MEDICINE )
So what strategy is to strengthen
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Speaker 1 (HOD FAMILY MEDICINE )
the workforce over the next five years?
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Speaker 1 (HOD FAMILY MEDICINE )
Training of the staff.
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In -house.
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Speaker 1 (HOD FAMILY MEDICINE )
Yes,
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not just doctors.
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Speaker 1 (HOD FAMILY MEDICINE )
Training.
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Speaker 1 (HOD FAMILY MEDICINE )
And secondly,
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Speaker 1 (HOD FAMILY MEDICINE )
when you embrace the program teacher,
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Speaker 1 (HOD FAMILY MEDICINE )
about the privilege of heading to the NHIB.
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Speaker 1 (HOD FAMILY MEDICINE )
People get employed to you for admin or whatever,
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Speaker 1 (HOD FAMILY MEDICINE )
and there's no training whatsoever.
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Speaker 1 (HOD FAMILY MEDICINE )
They know nothing of public service,
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Speaker 1 (HOD FAMILY MEDICINE )
nothing,
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and I mean absolutely nothing.
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Speaker 1 (HOD FAMILY MEDICINE )
They don't even have a job description.
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Speaker 1 (HOD FAMILY MEDICINE )
They don't even know what they are supposed to do for you.
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Speaker 1 (HOD FAMILY MEDICINE )
And sometimes somebody has sent to you and you are told,
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Speaker 1 (HOD FAMILY MEDICINE )
eh, what's the task of?
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Speaker 1 (HOD FAMILY MEDICINE )
She knows nothing of what she's expected to do,
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and of course,
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Speaker 1 (HOD FAMILY MEDICINE )
when somebody doesn't know what to do,
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what you expect, you don't expect a person.
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Speaker 1 (HOD FAMILY MEDICINE )
People should have orientation when they're employed.
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Speaker 1 (HOD FAMILY MEDICINE )
They should be told what their job entails.
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Speaker 1 (HOD FAMILY MEDICINE )
And then they should be trained while they're in the job.
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Speaker 1 (HOD FAMILY MEDICINE )
And then secondly,
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Speaker 1 (HOD FAMILY MEDICINE )
external trainings.
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Speaker 1 (HOD FAMILY MEDICINE )
I just told you consultants,
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Speaker 1 (HOD FAMILY MEDICINE )
this training,
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pay for some of these things.
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Speaker 1 (HOD FAMILY MEDICINE )
It motivates.
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Speaker 1 (HOD FAMILY MEDICINE )
People want to go for a training,
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Speaker 1 (HOD FAMILY MEDICINE )
pay and then they'll be able to come back and demand accountability
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from them.
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Speaker 1 (HOD FAMILY MEDICINE )
So that's what really helps.
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Speaker 1 (HOD FAMILY MEDICINE )
thank you so much ma 'am so we move to the infrastructure equipment
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Speaker 1 (HOD FAMILY MEDICINE )
and technology although you mentioned something about infrastructure so
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Speaker 1 (HOD FAMILY MEDICINE )
what key infrastructure or equipment gaps limit service delivery
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Speaker 1 (HOD FAMILY MEDICINE )
apart from
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Speaker 1 (HOD FAMILY MEDICINE )
source for money to buy a skin blood pressure
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Speaker 1 (HOD FAMILY MEDICINE )
last week we had none in the entirety not
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Speaker 1 (HOD FAMILY MEDICINE )
to go on all of them were bad and that day came to work
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Speaker 1 (HOD FAMILY MEDICINE )
we were seeing patients without measuring their blood pressures and i said if
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Speaker 1 (HOD FAMILY MEDICINE )
i allow this to happen my patients are going to be
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Speaker 1 (HOD FAMILY MEDICINE )
worse off for it how do you see a patient some of them have known appetensive
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Speaker 1 (HOD FAMILY MEDICINE )
some of them you might want to diagnose that
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Speaker 1 (HOD FAMILY MEDICINE )
potential there
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Speaker 2 (HOD FAMILY MEDICINE )
There's absolutely no,
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Speaker 1 (HOD FAMILY MEDICINE )
there was no one.
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Speaker 1 (HOD FAMILY MEDICINE )
As I speak, we had to borrow,
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Speaker 1 (HOD FAMILY MEDICINE )
as I tell you now,
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Speaker 1 (HOD FAMILY MEDICINE )
what we are using currently are borrowed streets.
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Speaker 1 (HOD FAMILY MEDICINE )
And then we just were able to buy one.
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Speaker 1 (HOD FAMILY MEDICINE )
Then
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we are talking about memorizers.
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Speaker 1 (HOD FAMILY MEDICINE )
We don't have a memorizer.
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Speaker 1 (HOD FAMILY MEDICINE )
In the family medicine department,
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Speaker 1 (HOD FAMILY MEDICINE )
where you have emergency and acute asymptomatic attacks.
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Speaker 1 (HOD FAMILY MEDICINE )
So you see,
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the last time,
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efficient hazards matter,
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they were in the waiting room.
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Speaker 1 (HOD FAMILY MEDICINE )
You have to start running to AI.
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Speaker 1 (HOD FAMILY MEDICINE )
Unfortunately,
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Speaker 1 (HOD FAMILY MEDICINE )
now there's no AI.
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Speaker 1 (HOD FAMILY MEDICINE )
So I wonder where they were going to.
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Speaker 1 (HOD FAMILY MEDICINE )
so i just feel it doesn't happen as i am here i'll just want to make it happen because why
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Speaker 1 (HOD FAMILY MEDICINE )
would you nebulize the picture we have the computer has to do it and there's no nebulizer
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Speaker 1 (HOD FAMILY MEDICINE )
in the clinic projector
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Speaker 1 (HOD FAMILY MEDICINE )
we had to contribute us in the department okay ma
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Speaker 2 (HOD FAMILY MEDICINE )
'am thank you so what are your priorities okay you have mentioned that your priority
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Speaker 2 (HOD FAMILY MEDICINE )
equipments or facility needs look i'm not
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Speaker 1 (HOD FAMILY MEDICINE )
even asking for anybody i just want busy
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Speaker 1 (HOD FAMILY MEDICINE )
Clinic needs give me we don't take positive image.
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Speaker 1 (HOD FAMILY MEDICINE )
We don't have You know,
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Speaker 1 (HOD FAMILY MEDICINE )
you don't have anything so we just come
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Speaker 1 (HOD FAMILY MEDICINE )
and it's not going to speak now and we have our status We just
11:52
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Speaker 1 (HOD FAMILY MEDICINE )
went busy.
11:53
S…
Speaker 1 (HOD FAMILY MEDICINE )
We are not asking for highfalutin things just basic things less
11:57
S…
Speaker 1 (HOD FAMILY MEDICINE )
of a good is there any couch?
11:59
S…
Speaker 1 (HOD FAMILY MEDICINE )
Not the one that is bending and okay
12:06
S…
Speaker 2 (HOD FAMILY MEDICINE )
Okay, thank you.
12:07
S…
Speaker 2 (HOD FAMILY MEDICINE )
On this aspect of infrastructure,
12:09
S…
Speaker 2 (HOD FAMILY MEDICINE )
improvement and technology,
12:10
S…
Speaker 2 (HOD FAMILY MEDICINE )
what improvements are needed in digital systems or clinical technology?
12:13
S…
Speaker 1 (HOD FAMILY MEDICINE )
Don't ask me for all those digital systems.
12:16
S…
Speaker 1 (HOD FAMILY MEDICINE )
Give me basic clinic needs.
12:19
S…
Speaker 1 (HOD FAMILY MEDICINE )
I just want,
12:20
S…
Speaker 1 (HOD FAMILY MEDICINE )
let the clinic run,
12:21
S…
Speaker 1 (HOD FAMILY MEDICINE )
let the doctor be able to wash their hands,
12:23
S…
Speaker 1 (HOD FAMILY MEDICINE )
let them be soap,
12:24
S…
Speaker 1 (HOD FAMILY MEDICINE )
let them to wash their hands.
12:25
S…
Speaker 1 (HOD FAMILY MEDICINE )
Same thing,
12:26
S…
Speaker 1 (HOD FAMILY MEDICINE )
I think that's the basic effect.
12:29
S…
Speaker 1 (HOD FAMILY MEDICINE )
Give the department,
12:30
S…
Speaker 1 (HOD FAMILY MEDICINE )
what do you call it,
12:31
S…
Speaker 1 (HOD FAMILY MEDICINE )
revolving for the importer,
12:32
S…
Speaker 1 (HOD FAMILY MEDICINE )
but just money to pay,
12:33
S…
Speaker 1 (HOD FAMILY MEDICINE )
let them buy soup,
12:34
S…
Speaker 1 (HOD FAMILY MEDICINE )
let them wash their hands,
12:35
S…
Speaker 1 (HOD FAMILY MEDICINE )
let them be water,
12:36
S…
Speaker 1 (HOD FAMILY MEDICINE )
let them, just that,
12:37
S…
Speaker 1 (HOD FAMILY MEDICINE )
and then see us work.
12:38
S…
Speaker 1 (HOD FAMILY MEDICINE )
Alright,
12:39
S…
Speaker 2 (HOD FAMILY MEDICINE )
ma,
12:41
S…
Speaker 2 (HOD FAMILY MEDICINE )
thank you.
12:41
S…
Speaker 2 (HOD FAMILY MEDICINE )
So let's move to patient care and experience.
12:44
S…
Speaker 2 (HOD FAMILY MEDICINE )
What are the main challenges affecting patient care?
12:47
S…
Speaker 1 (HOD FAMILY MEDICINE )
Waiting time.
12:47
S…
Speaker 1 (HOD FAMILY MEDICINE )
And satisfaction.
12:48
S…
Speaker 1 (HOD FAMILY MEDICINE )
Waiting time.
12:49
S…
Speaker 2 (HOD FAMILY MEDICINE )
As a result of?
12:50
S…
Speaker 1 (HOD FAMILY MEDICINE )
Waiting time.
12:51
S…
Speaker 1 (HOD FAMILY MEDICINE )
Not just part of this.
12:52
S…
Speaker 1 (HOD FAMILY MEDICINE )
The process really comes.
12:55
S…
Speaker 1 (HOD FAMILY MEDICINE )
For me,
12:57
S…
Speaker 1 (HOD FAMILY MEDICINE )
try to meet you see the doctor.
13:03
S…
Speaker 1 (HOD FAMILY MEDICINE )
We now have,
13:04
S…
Speaker 1 (HOD FAMILY MEDICINE )
well,
13:05
S…
Speaker 1 (HOD FAMILY MEDICINE )
I believe that with a new system,
13:06
S…
Speaker 1 (HOD FAMILY MEDICINE )
I'm hoping, very hopeful,
13:07
S…
Speaker 1 (HOD FAMILY MEDICINE )
that there is a new EMI.
13:09
S…
Speaker 1 (HOD FAMILY MEDICINE )
With
13:13
S…
Speaker 1 (HOD FAMILY MEDICINE )
a new EMI,
13:14
S…
Speaker 1 (HOD FAMILY MEDICINE )
I'm hoping that the pharmacy will see what you're getting,
13:16
S…
Speaker 1 (HOD FAMILY MEDICINE )
the lab will see and send the results.
13:18
S…
Speaker 1 (HOD FAMILY MEDICINE )
You know,
13:19
S…
Speaker 1 (HOD FAMILY MEDICINE )
that clumsiness of patients will still have to go to the lab,
13:21
S…
Speaker 1 (HOD FAMILY MEDICINE )
will still go to the pharmacy,
13:23
S…
Speaker 1 (HOD FAMILY MEDICINE )
the pharmacy will not have seen what you've written,
13:25
S…
Speaker 1 (HOD FAMILY MEDICINE )
quite clumsy.
13:26
S…
Speaker 1 (HOD FAMILY MEDICINE )
But I'm hoping that that problem,
13:29
S…
Speaker 1 (HOD FAMILY MEDICINE )
I know they put a clinic,
13:30
S…
Speaker 1 (HOD FAMILY MEDICINE )
so I want to say,
13:32
S…
Speaker 1 (HOD FAMILY MEDICINE )
I would say it's a work in progress.
13:35
S…
Speaker 1 (HOD FAMILY MEDICINE )
And I hope that that gets better.
13:36
S…
Speaker 2 (HOD FAMILY MEDICINE )
So what are the major issues?
13:39
S…
Speaker 2 (HOD FAMILY MEDICINE )
The waiting time,
13:41
S…
Speaker 2 (HOD FAMILY MEDICINE )
communication,
13:41
S…
Speaker 2 (HOD FAMILY MEDICINE )
or continuity of care?
13:43
S…
Speaker 1 (HOD FAMILY MEDICINE )
Okay,
13:44
S…
Speaker 1 (HOD FAMILY MEDICINE )
for us in the family,
13:45
S…
Speaker 1 (HOD FAMILY MEDICINE )
we are actually well trained on communication.
13:48
S…
Speaker 1 (HOD FAMILY MEDICINE )
So I don't
13:53
S…
Speaker 1 (HOD FAMILY MEDICINE )
think our patients will have a problem.
13:54
S…
Speaker 1 (HOD FAMILY MEDICINE )
In fact, we have patients that want to refer and refuse to them.
13:57
S…
Speaker 1 (HOD FAMILY MEDICINE )
They want to stay here because we are trained
14:01
S…
Speaker 1 (HOD FAMILY MEDICINE )
to communicate towards our patients.
14:02
S…
Speaker 1 (HOD FAMILY MEDICINE )
So that's part of our training.
14:05
S…
Speaker 1 (HOD FAMILY MEDICINE )
Waiting time is out of our hands to some extent.
14:08
S…
Speaker 1 (HOD FAMILY MEDICINE )
We try as much as possible because we want to give our patients a best case.
14:12
S…
Speaker 2 (HOD FAMILY MEDICINE )
We don't want to rush.
14:12
S…
Speaker 1 (HOD FAMILY MEDICINE )
We make us rush because somebody is saying,
14:15
S…
Speaker 1 (HOD FAMILY MEDICINE )
I'm supposed to see the patient in the afternoon.
14:16
S…
Speaker 1 (HOD FAMILY MEDICINE )
We do have a standard for the waiting room.
14:18
S…
Speaker 1 (HOD FAMILY MEDICINE )
So waiting time is out of our hands.
14:22
S…
Speaker 1 (HOD FAMILY MEDICINE )
Communication is fantastic.
14:23
S…
Speaker 1 (HOD FAMILY MEDICINE )
We are doing that.
14:24
S…
Speaker 2 (HOD FAMILY MEDICINE )
Continuity of care.
14:26
S…
Speaker 1 (HOD FAMILY MEDICINE )
Continuity of care.
14:27
S…
Speaker 1 (HOD FAMILY MEDICINE )
We do follow up.
14:28
S…
Speaker 1 (HOD FAMILY MEDICINE )
We see our patients and we refer them out to the same.
14:31
S…
Speaker 1 (HOD FAMILY MEDICINE )
The only other snag we have is that...
14:34
S…
Speaker 1 (HOD FAMILY MEDICINE )
We hope to see patients referred back to us.
14:38
S…
Speaker 1 (HOD FAMILY MEDICINE )
Because the family physician is the coordinator of care.
14:41
S…
Speaker 1 (HOD FAMILY MEDICINE )
So what we now have is that you send a patient to see
14:46
S…
Speaker 1 (HOD FAMILY MEDICINE )
this patient or another patient,
14:49
S…
Speaker 1 (HOD FAMILY MEDICINE )
because their patient is not required.
14:50
S…
Speaker 1 (HOD FAMILY MEDICINE )
They don't send the patient back to you.
14:52
S…
Speaker 1 (HOD FAMILY MEDICINE )
The patient has issues that need to be followed up.
14:55
S…
Speaker 1 (HOD FAMILY MEDICINE )
So the patient is going to death loss.
15:09
S…
Speaker 1 (HOD FAMILY MEDICINE )
I'm hoping that comes true.
15:12
S…
Speaker 2 (HOD FAMILY MEDICINE )
Thank you.
15:13
S…
Speaker 2 (HOD FAMILY MEDICINE )
So what changes will significantly improve patient experience at households?
15:18
S…
Speaker 1 (HOD FAMILY MEDICINE )
Infrastructure.
15:20
S…
Speaker 1 (HOD FAMILY MEDICINE )
Infrastructure.
15:22
S…
Speaker 1 (HOD FAMILY MEDICINE )
Infrastructure.
15:23
S…
Speaker 1 (HOD FAMILY MEDICINE )
And then motivate your staff.
15:25
S…
Speaker 1 (HOD FAMILY MEDICINE )
And train your staff.
15:28
S…
Speaker 1 (HOD FAMILY MEDICINE )
Once you're able to do that,
15:29
S…
Speaker 1 (HOD FAMILY MEDICINE )
we try to do that at a time,
15:30
S…
Speaker 1 (HOD FAMILY MEDICINE )
put them together,
15:31
S…
Speaker 1 (HOD FAMILY MEDICINE )
tell them about civil service rules,
15:33
S…
Speaker 1 (HOD FAMILY MEDICINE )
tell them.
15:33
S…
Speaker 1 (HOD FAMILY MEDICINE )
At a larger scale,
15:35
S…
Speaker 1 (HOD FAMILY MEDICINE )
it's important.
15:36
S…
Speaker 1 (HOD FAMILY MEDICINE )
Then another problem we had,
15:39
S…
Speaker 1 (HOD FAMILY MEDICINE )
though we tried to stop it in our department,
15:41
S…
Speaker 1 (HOD FAMILY MEDICINE )
was this issue of sub
15:45
S…
Speaker 1 (HOD FAMILY MEDICINE )
-units trying to say,
15:46
S…
Speaker 1 (HOD FAMILY MEDICINE )
well, they're reporting to the assignment,
15:47
S…
Speaker 1 (HOD FAMILY MEDICINE )
but we tried to let them know this is our reporting system.
15:50
S…
Speaker 1 (HOD FAMILY MEDICINE )
Whoever is your immediate post,
15:51
S…
Speaker 1 (HOD FAMILY MEDICINE )
that's,
15:52
S…
Speaker 1 (HOD FAMILY MEDICINE )
for here you still report to the central,
15:53
S…
Speaker 1 (HOD FAMILY MEDICINE )
so we can have that combination.
15:55
S…
Speaker 1 (HOD FAMILY MEDICINE )
okay so i want
16:00
S…
Speaker 2 (HOD FAMILY MEDICINE )
to move
16:06
S…
Speaker 2 (HOD FAMILY MEDICINE )
to training and capacity development so what
16:10
S…
Speaker 2 (HOD FAMILY MEDICINE )
gaps exist in clinical training or residency programs well
16:15
S…
Speaker 1 (HOD FAMILY MEDICINE )
for
16:20
S…
Speaker 1 (HOD FAMILY MEDICINE )
us in family medicine for my residents because
16:26
S…
Speaker 1 (HOD FAMILY MEDICINE )
you know we need to do questions almost everywhere
16:29
S…
Speaker 1 (HOD FAMILY MEDICINE )
So they are well -versed in most of the other departments and
16:33
S…
Speaker 1 (HOD FAMILY MEDICINE )
then come back home and coordinate and make it,
16:35
S…
Speaker 1 (HOD FAMILY MEDICINE )
drive it home.
16:37
S…
Speaker 1 (HOD FAMILY MEDICINE )
So I insist,
16:39
S…
Speaker 1 (HOD FAMILY MEDICINE )
especially I do insist on quality,
16:43
S…
Speaker 1 (HOD FAMILY MEDICINE )
a well -trained person.
16:46
S…
Speaker 1 (HOD FAMILY MEDICINE )
And results have been 100 % in the past few months,
16:49
S…
Speaker 1 (HOD FAMILY MEDICINE )
a few,
16:50
S…
Speaker 1 (HOD FAMILY MEDICINE )
a few years.
16:51
S…
Speaker 1 (HOD FAMILY MEDICINE )
So for us,
16:54
S…
Speaker 1 (HOD FAMILY MEDICINE )
it's for the hospital to motivate the residents to work with.
16:57
S…
Speaker 1 (HOD FAMILY MEDICINE )
Economy is hard.
16:59
S…
Speaker 1 (HOD FAMILY MEDICINE )
And I didn't know how Dubai fell.
17:04
S…
Speaker 1 (HOD FAMILY MEDICINE )
you spent more than three thousand a week to fill your car
17:09
S…
Speaker 1 (HOD FAMILY MEDICINE )
and you have spending two hundred or two thousand for
17:13
S…
Speaker 1 (HOD FAMILY MEDICINE )
just fill out of the salary and then you're supposed to go for
17:17
S…
Speaker 1 (HOD FAMILY MEDICINE )
an update because i had one just come to me today and so i was not sure why
17:21
S…
Speaker 1 (HOD FAMILY MEDICINE )
she wasn't doing the change she said she couldn't do because she's trying to prioritize
17:26
S…
Speaker 1 (HOD FAMILY MEDICINE )
uh funds understanding this
17:30
S…
Speaker 1 (HOD FAMILY MEDICINE )
too but what if she had support what is
17:34
S…
Speaker 1 (HOD FAMILY MEDICINE )
department or,
17:35
S…
Speaker 2 (HOD FAMILY MEDICINE )
I mean,
17:35
S…
Speaker 1 (HOD FAMILY MEDICINE )
Manuel was able to say,
17:36
S…
Speaker 1 (HOD FAMILY MEDICINE )
okay, we will sponsor you for one thing,
17:39
S…
Speaker 2 (HOD FAMILY MEDICINE )
you know?
17:39
S…
Speaker 1 (HOD FAMILY MEDICINE )
Or even soft skills.
17:42
S…
Speaker 1 (HOD FAMILY MEDICINE )
We try our own to do precision on a marathon,
17:46
S…
Speaker 1 (HOD FAMILY MEDICINE )
but we need soft skills to practice.
17:47
S…
Speaker 1 (HOD FAMILY MEDICINE )
So what if Manuel was able to train precision on a marathon?
17:51
S…
Speaker 1 (HOD FAMILY MEDICINE )
Because we are emphasizing technical skills,
17:53
S…
Speaker 1 (HOD FAMILY MEDICINE )
but there's a limit to doing technical skills that will take you.
17:56
S…
Speaker 1 (HOD FAMILY MEDICINE )
There's a limit to taking you.
17:59
S…
Speaker 1 (HOD FAMILY MEDICINE )
Soft skills are important.
18:00
S…
Speaker 1 (HOD FAMILY MEDICINE )
I'm nobody talking about that.
18:04
S…
Speaker 1 (HOD FAMILY MEDICINE )
It is not his belly struggling to pay for his technical skills training
18:08
S…
Speaker 1 (HOD FAMILY MEDICINE )
in college But yet
18:14
S…
Speaker 1 (HOD FAMILY MEDICINE )
you know So what do you organize the training
18:18
S…
Speaker 1 (HOD FAMILY MEDICINE )
and to be
18:23
S…
Speaker 1 (HOD FAMILY MEDICINE )
more rounded?
18:26
S…
Speaker 2 (HOD FAMILY MEDICINE )
Thank you.
18:26
S…
Speaker 2 (HOD FAMILY MEDICINE )
Thank you.
18:27
S…
Speaker 2 (HOD FAMILY MEDICINE )
So what are the major constraints to continuous
18:31
S…
Speaker 2 (HOD FAMILY MEDICINE )
professional development?
18:33
S…
Speaker 1 (HOD FAMILY MEDICINE )
It's money and motivation.
18:37
S…
Speaker 1 (HOD FAMILY MEDICINE )
People are thinking about the right club and USM
18:43
S…
Speaker 1 (HOD FAMILY MEDICINE )
and go out.
18:43
S…
Speaker 1 (HOD FAMILY MEDICINE )
They're talking about training for Nigeria.
18:45
S…
Speaker 1 (HOD FAMILY MEDICINE )
It's money and motivation.
18:47
S…
Speaker 1 (HOD FAMILY MEDICINE )
And you can't even afford to.
18:49
S…
Speaker 1 (HOD FAMILY MEDICINE )
You see, we are talking about.
18:50
S…
Speaker 1 (HOD FAMILY MEDICINE )
And then again,
18:52
S…
Speaker 1 (HOD FAMILY MEDICINE )
I don't know how this is possible.
18:56
S…
Speaker 1 (HOD FAMILY MEDICINE )
Accommodation is also a problem.
18:57
S…
Speaker 1 (HOD FAMILY MEDICINE )
So,
18:58
S…
Speaker 1 (HOD FAMILY MEDICINE )
a resident who stays in town,
19:01
S…
Speaker 1 (HOD FAMILY MEDICINE )
and you expect school to be here by way to work,
19:04
S…
Speaker 1 (HOD FAMILY MEDICINE )
there's trouble.
19:05
S…
Speaker 1 (HOD FAMILY MEDICINE )
I understand it perfectly.
19:07
S…
Speaker 1 (HOD FAMILY MEDICINE )
Even though you do that,
19:10
S…
Speaker 1 (HOD FAMILY MEDICINE )
I quite understand that you're going to drop your child in school in town,
19:14
S…
Speaker 1 (HOD FAMILY MEDICINE )
and you start running back to this place.
19:16
S…
Speaker 1 (HOD FAMILY MEDICINE )
So, imagine if we had accommodation around,
19:18
S…
Speaker 1 (HOD FAMILY MEDICINE )
maybe a quarter or something.
19:19
S…
Speaker 1 (HOD FAMILY MEDICINE )
They actually don't go to school around here.
19:21
S…
Speaker 1 (HOD FAMILY MEDICINE )
So, those things will be taken off from them.
19:23
S…
Speaker 1 (HOD FAMILY MEDICINE )
And they can substitute on residence.
19:24
S…
Speaker 1 (HOD FAMILY MEDICINE )
That was the idea of residency.
19:27
S…
Speaker 1 (HOD FAMILY MEDICINE )
I agree that,
19:28
S…
Speaker 1 (HOD FAMILY MEDICINE )
yes,
19:29
S…
Speaker 1 (HOD FAMILY MEDICINE )
it's difficult,
19:29
S…
Speaker 1 (HOD FAMILY MEDICINE )
but I think we can do something.
19:31
S…
Speaker 1 (HOD FAMILY MEDICINE )
Even if it's meaning,
19:32
S…
Speaker 1 (HOD FAMILY MEDICINE )
outside,
19:33
S…
Speaker 1 (HOD FAMILY MEDICINE )
close to UPTA,
19:34
S…
Speaker 1 (HOD FAMILY MEDICINE )
there's a quarter for residents.
19:36
S…
Speaker 1 (HOD FAMILY MEDICINE )
I don't know what that means.
19:38
S…
Speaker 1 (HOD FAMILY MEDICINE )
People rent it at a cheaper rate.
19:40
S…
Speaker 1 (HOD FAMILY MEDICINE )
If their work is around here,
19:42
S…
Speaker 1 (HOD FAMILY MEDICINE )
they make their life around here.
19:43
S…
Speaker 1 (HOD FAMILY MEDICINE )
That would significantly help,
19:45
S…
Speaker 1 (HOD FAMILY MEDICINE )
in my opinion.
19:47
S…
Speaker 1 (HOD FAMILY MEDICINE )
Because I know what it is to run down,
19:49
S…
Speaker 1 (HOD FAMILY MEDICINE )
think I'm at 8 o 'clock,
19:51
S…
Speaker 1 (HOD FAMILY MEDICINE )
and then they're thinking of how to pick your children from school.
19:53
S…
Speaker 1 (HOD FAMILY MEDICINE )
That's what it's in the world.
19:56
S…
Speaker 1 (HOD FAMILY MEDICINE )
So we are ready now to be able to pick that to go home.
20:00
S…
Speaker 1 (HOD FAMILY MEDICINE )
Do you think you sneak out of work after a certain time?
20:03
S…
Speaker 1 (HOD FAMILY MEDICINE )
It's just natural.
20:04
S…
Speaker 1 (HOD FAMILY MEDICINE )
So,
20:05
S…
Speaker 1 (HOD FAMILY MEDICINE )
it can help with that.
20:07
S…
Speaker 1 (HOD FAMILY MEDICINE )
So,
20:09
S…
Speaker 2 (HOD FAMILY MEDICINE )
how can training,
20:11
S…
Speaker 2 (HOD FAMILY MEDICINE )
we have mentioned parts of this,
20:13
S…
Speaker 2 (HOD FAMILY MEDICINE )
how can training be strengthened to improve service delivery?
20:15
S…
Speaker 1 (HOD FAMILY MEDICINE )
It's what you have said.
20:17
S…
Speaker 1 (HOD FAMILY MEDICINE )
So,
20:18
S…
Speaker 2 (HOD FAMILY MEDICINE )
like, provision of accommodation,
20:20
S…
Speaker 2 (HOD FAMILY MEDICINE )
quarters,
20:21
S…
Speaker 2 (HOD FAMILY MEDICINE )
incentives.
20:23
S…
Speaker 1 (HOD FAMILY MEDICINE )
This mortgage stops your pay.
20:25
S…
Speaker 1 (HOD FAMILY MEDICINE )
I mean,
20:27
S…
Speaker 1 (HOD FAMILY MEDICINE )
it's
20:34
S…
Speaker 1 (HOD FAMILY MEDICINE )
just the way, not consultant.
20:50
S…
Speaker 1 (HOD FAMILY MEDICINE )
so what happens to the person you think he will concentrate and be seeing patients because
20:57
S…
Speaker 1 (HOD FAMILY MEDICINE )
i said seeing patient now he's calling he's stopping the wife's
21:01
S…
Speaker 1 (HOD FAMILY MEDICINE )
call
21:04
S…
Speaker 2 (HOD FAMILY MEDICINE )
Okay, Ma.
21:05
S…
Speaker 2 (HOD FAMILY MEDICINE )
So we are going to the last section.
21:08
S…
Speaker 2 (HOD FAMILY MEDICINE )
This is priority setting.
21:09
S…
Speaker 2 (HOD FAMILY MEDICINE )
So what are the top three strategic priorities
21:13
S…
Speaker 2 (HOD FAMILY MEDICINE )
that you think UPTH was focused on between now
21:18
S…
Speaker 2 (HOD FAMILY MEDICINE )
and 2030?
21:20
S…
Speaker 2 (HOD FAMILY MEDICINE )
Top three priorities.
21:22
S…
Speaker 1 (HOD FAMILY MEDICINE )
We should note that they are reached.
21:26
S…
Speaker 1 (HOD FAMILY MEDICINE )
They are not as bad as people see.
21:29
S…
Speaker 1 (HOD FAMILY MEDICINE )
Sometimes when you are trying to defend UPTH,
21:33
S…
Speaker 1 (HOD FAMILY MEDICINE )
I'm saying this is because we're working.
21:35
S…
Speaker 1 (HOD FAMILY MEDICINE )
But I think the problem we have is that you don't love that image.
21:38
S…
Speaker 1 (HOD FAMILY MEDICINE )
We've allowed a few incidents
21:42
S…
Speaker 1 (HOD FAMILY MEDICINE )
to write our narrative for you.
21:44
S…
Speaker 1 (HOD FAMILY MEDICINE )
You should love that image.
21:46
S…
Speaker 1 (HOD FAMILY MEDICINE )
Then,
21:49
S…
Speaker 1 (HOD FAMILY MEDICINE )
you should provide an effect.
21:51
S…
Speaker 1 (HOD FAMILY MEDICINE )
A and E,
21:54
S…
Speaker 1 (HOD FAMILY MEDICINE )
family medicine should be priority.
21:56
S…
Speaker 1 (HOD FAMILY MEDICINE )
They speak for you where you like it or not.
22:00
S…
Speaker 1 (HOD FAMILY MEDICINE )
You can't even run away from them.
22:02
S…
Speaker 1 (HOD FAMILY MEDICINE )
If you want to love that image,
22:04
S…
Speaker 1 (HOD FAMILY MEDICINE )
my first impression matters.
22:06
S…
Speaker 1 (HOD FAMILY MEDICINE )
So,
22:07
S…
Speaker 1 (HOD FAMILY MEDICINE )
infrastructure and...
22:11
S…
Speaker 1 (HOD FAMILY MEDICINE )
Let's tell our staff,
22:13
S…
Speaker 1 (HOD FAMILY MEDICINE )
first of all,
22:14
S…
Speaker 1 (HOD FAMILY MEDICINE )
to believe in the UPCH project.
22:16
S…
Speaker 1 (HOD FAMILY MEDICINE )
I don't know how that's going to happen,
22:19
S…
Speaker 1 (HOD FAMILY MEDICINE )
but we need to believe in it.
22:21
S…
Speaker 1 (HOD FAMILY MEDICINE )
Because that's where the problem starts from.
22:24
S…
Speaker 1 (HOD FAMILY MEDICINE )
They're the ones that give the wrong impression.
22:26
S…
Speaker 1 (HOD FAMILY MEDICINE )
So if we can,
22:28
S…
Speaker 1 (HOD FAMILY MEDICINE )
first of all, come in -house and let us believe that UPCH is
22:32
S…
Speaker 1 (HOD FAMILY MEDICINE )
going to work, then we'll carry the message out.
22:36
S…
Speaker 1 (HOD FAMILY MEDICINE )
Do that to very likely people have
22:41
S…
Speaker 1 (HOD FAMILY MEDICINE )
a lot of potentials.
22:42
S…
Speaker 1 (HOD FAMILY MEDICINE )
Then encourage the people that are working.
22:44
S…
Speaker 1 (HOD FAMILY MEDICINE )
There are so many hospitals that are doing incentives.
22:48
S…
Speaker 1 (HOD FAMILY MEDICINE )
Let's phone the department.
22:50
S…
Speaker 1 (HOD FAMILY MEDICINE )
Let's phone the department.
22:52
S…
Speaker 1 (HOD FAMILY MEDICINE )
Let's phone the department.
22:53
S…
Speaker 1 (HOD FAMILY MEDICINE )
So that you can't be writing a letter for 20 ,000 Nara.
22:57
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Speaker 1 (HOD FAMILY MEDICINE )
No, don't talk about you want to clean the cleaning agent.
23:00
S…
Speaker 1 (HOD FAMILY MEDICINE )
So the cost is maybe 50 ,000 Nara.
23:04
S…
Speaker 1 (HOD FAMILY MEDICINE )
So thank you
23:09
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Speaker 1 (HOD FAMILY MEDICINE )
on that.
23:11
S…
Speaker 2 (HOD FAMILY MEDICINE )
I want to ask this to wrap it up.
23:13
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Speaker 2 (HOD FAMILY MEDICINE )
What should UPTH start doing?
23:15
S…
Speaker 2 (HOD FAMILY MEDICINE )
What should they stop doing?
23:17
S…
Speaker 2 (HOD FAMILY MEDICINE )
And what should they do different?
23:18
S…
Speaker 1 (HOD FAMILY MEDICINE )
Number one,
23:19
S…
Speaker 1 (HOD FAMILY MEDICINE )
like I said,
23:20
S…
Speaker 1 (HOD FAMILY MEDICINE )
please learn that image.
23:21
S…
Speaker 1 (HOD FAMILY MEDICINE )
I don't know what the media team is about,
23:24
S…
Speaker 1 (HOD FAMILY MEDICINE )
but we have a very,
23:27
S…
Speaker 1 (HOD FAMILY MEDICINE )
very...
23:29
S…
Speaker 1 (HOD FAMILY MEDICINE )
We cannot bury our head in the sand.
23:32
S…
Speaker 1 (HOD FAMILY MEDICINE )
It's not possible.
23:33
S…
Speaker 1 (HOD FAMILY MEDICINE )
I mean, that's just...
23:34
S…
Speaker 1 (HOD FAMILY MEDICINE )
If you like, change UPTH structure.
23:36
S…
Speaker 1 (HOD FAMILY MEDICINE )
If you don't change the image people have,
23:38
S…
Speaker 1 (HOD FAMILY MEDICINE )
they won't come.
23:39
S…
Speaker 1 (HOD FAMILY MEDICINE )
That's number one.
23:43
S…
Speaker 1 (HOD FAMILY MEDICINE )
Then too,
23:44
S…
Speaker 1 (HOD FAMILY MEDICINE )
teachers should also learn to attend
23:50
S…
Speaker 1 (HOD FAMILY MEDICINE )
to patients,
23:51
S…
Speaker 1 (HOD FAMILY MEDICINE )
all the staff,
23:53
S…
Speaker 1 (HOD FAMILY MEDICINE )
in -house training.
23:54
S…
Speaker 1 (HOD FAMILY MEDICINE )
You know,
23:55
S…
Speaker 1 (HOD FAMILY MEDICINE )
the healing environment is not just about technical skills.
24:00
S…
Speaker 1 (HOD FAMILY MEDICINE )
It's not technical skills.
24:01
S…
Speaker 1 (HOD FAMILY MEDICINE )
What you exude is important.
24:05
S…
Speaker 1 (HOD FAMILY MEDICINE )
So can we come back home and train ourselves on empathy and
24:09
S…
Speaker 1 (HOD FAMILY MEDICINE )
sometimes it also drives the patients away.
24:11
S…
Speaker 1 (HOD FAMILY MEDICINE )
Other,
24:14
S…
Speaker 1 (HOD FAMILY MEDICINE )
the non -clinical aspect of care.
24:40
S…
Speaker 2 (HOD FAMILY MEDICINE )
Thank you,
24:41
S…
Speaker 2 (HOD FAMILY MEDICINE )
thank you,
24:42
S…
Speaker 2 (HOD FAMILY MEDICINE )
thank you for your valuable insight.
24:44
S…
Speaker 2 (HOD FAMILY MEDICINE )
We really appreciate you.
24:45
S…
Speaker 2 (HOD FAMILY MEDICINE )
Your contribution will directly inform the UPTSA strategic plan
24:49
S…
Speaker 2 (HOD FAMILY MEDICINE )
2026 -2022.
24:52
S…
Speaker 1 (HOD FAMILY MEDICINE )
Yeah, I wish you all the best.
24:54
S…
Speaker 1 (HOD FAMILY MEDICINE )
I believe in the UPTH project.
24:55
S…
Speaker 1 (HOD FAMILY MEDICINE )
And I'm really hopeful that we get a better UPTH.
24:59
S…
Speaker 2 (HOD FAMILY MEDICINE )
Thank you so much.
25:01
S…
Speaker 1 (HOD FAMILY MEDICINE )
Thank you.
This transcript was generated by AI (automatic speech recognition). May contain errors — verify against the original audio for critical use. AI policy
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