‘We are here to listen’: KPH OIC Dr. Aranca welcomes maltreatment complaint, says it will help identify services to improve

TABUK CITY, Kalinga — Kalinga Provincial Hospital (KPH) Officer-in-Charge Dr. Rey Aranca said a formal complaint filed before the Sangguniang Panlalawigan (SP) over the alleged maltreatment of a woman in labor could help the hospital identify areas that need improvement and determine appropriate solutions.

Aranca made the statement during the September 10 joint committee hearing of the SP on a complaint involving the alleged improper treatment of a laboring mother at KPH on August 15.

The complaint was filed by the patient’s mother-in-law, who alleged that a KPH health worker questioned the patient’s crying while she was experiencing labor pains.

During the hearing, KPH personnel were given an opportunity to explain the circumstances surrounding the patient’s admission, the restrictions inside the labor room and the availability of doctors at the time of the incident.

‘Formal complaint allows us to address concerns’

Aranca said KPH is aware of complaints about the hospital that circulate on social media but that personnel are instructed not to respond directly because some concerns may require action from other offices and officials of the provincial government.

“We are reading about complaints idiay Facebook. But I instructed idiay hospital nga haan kayo sumungbat. Kasla for example, dayta awanan ti agas, haan mi nga sungsungbatan dagita because it will go back the province. It will also involve other officials of the province,” Aranca said.

He explained that not all concerns can be resolved by the hospital alone. A formal complaint, he said, allows the matter to be properly presented to the offices that may have the authority or resources to address it.

With the complaint formally brought before the provincial board, Aranca said the hospital can listen to the concerns and participate in discussions on what needs to be addressed.

‘Collaborative effort’ for improvements

Aranca said the hearing should not be limited to determining who was right or wrong.

Instead, he said the complaint could also help KPH and the provincial government identify weaknesses in hospital services and determine measures to improve them.

“There are, we have to collaborate, with collaborative effort, to see diay improvements and of course, from that, anya ba ti solutions na,” he said.

Aranca said the appropriate response would depend on the findings of the review.

If the concern is found to involve the behavior or conduct of health workers, he said the matter could be addressed through the appropriate personnel and administrative channels.

“For example, nu diay behaviors ti health workers then we have to solve that and it will involve the human resource and others,” he said.

He said following the proper process would allow the hospital to address the complaint while identifying changes that could improve patient care and services.

‘We are here to listen’

Aranca emphasized KPH’s willingness to hear the formal complaint and work with the provincial board and other concerned offices in determining what actions need to be taken.

“So, we are here to listen to the formal complaint. Nakitak panagsao diay complainant….There are something that we should comply and solve,” he said.

The KPH OIC added that the hospital is prepared to comply with appropriate recommendations and address concerns established through the proceedings.

At the conclusion of the hearing, Aranca personally approached the complainant, apologized and shook her hand.

The gesture underscored his willingness to engage with the complainant and hear her concerns as the provincial government continues reviewing the matter.

The hearing provided both the complainant and KPH personnel an opportunity to present their respective accounts, while also opening discussions on possible improvements in hospital services and patient care.