For years, numerous stakeholders have engaged in extensive dialogues with health service providers, all with one goal in mind: to ensure that the patient remains the focal point of healthcare. Yet, despite these ongoing efforts, patients continue to voice their dissatisfaction, particularly regarding the lack of adequate psychological and healthcare services.

With the cancellation of Afya insurance, retired patients have returned to the Ministry of Health, as a group that requires the utmost care and attention. The leadership within the ministry has expressed concern for this vulnerable group and has made commendable efforts to ease their burden. New systems and special clinics have been introduced to provide comfort to these patients, which deserves recognition. However, success ultimately depends on the healthcare providers—the doctors, nurses, lab technicians, radiologists, and receptionists—whose work remains largely distant from the scrutiny of senior officials. No system can monitor every action; only their conscience can guide them.

I recently attended a significant workshop on patient care, where alarming statistics highlighted the gap in service providers’ skills. Many healthcare professionals still view their work as just a job, rather than a mission. Indeed, medicine is not merely a profession; it is a mission. This mission requires an environment that nurtures empathy and commitment. The ideal healthcare setting is one where the patient is greeted with kindness, listened to attentively, and reassured before any medical examination takes place.

In neighboring countries, studies have pointed to a disconnect in this approach, though Kuwait lacks a solid study in this regard. However, through patient experiences, it’s clear that such research is sorely needed. Doctors, as the leaders of the healthcare service, bear the heavy burden of responsibility—it’s often said that when the head hurts, the whole body suffers. Nurses, too, play a vital role, though many still struggle with communication barriers. If nurses do not understand the patient’s language, everything else falls apart. During the tenure of the late Dr Abdulrahman Al-Awadi, a policy was introduced that required every nurse to take Arabic language courses. Unfortunately, this initiative was abandoned with the trend of distancing from our native language. As a result, the patient is now often expected to speak the nurse’s language, which creates the first psychological trauma for the patient, especially in their own homeland.

The workshop I attended ended with an essential recommendation: Every healthcare provider, from doctors to nurses to assistants, should undergo training in patient interaction. This includes giving patients the right to participate in their healthcare decisions. In fact, hospital boards and health committees must include a patient representative—someone who can speak for those who need to be heard. That way, when a hospital doesn’t include psychological counseling services, it’s a clear sign that patients don’t see them as a priority.

There are indicators, beyond the superficial praise, that reveal how committed the health system is to its patients. Today, there are studies, tests, and scales available to assess the quality of healthcare services. The Ministry of Health could significantly benefit from quality management frameworks, which also involve the patient in the evaluation process. Only then can we achieve true progress and improvement. Ultimately, the voice of the patient is the most accurate measure of healthcare quality. It must be a loud, clear voice, one that is heard and respected. This is the change we must strive for.

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