One discovers them by chance…

It wasn’t eavesdropping; the words simply fell on my ears, and I couldn’t help respond. What followed was a precious insight into the behaviour of two conscientious service providers.

The story goes thus:

Yesterday, I was in the path lab of Kailash Hospital for a blood test. Since on numerous occasions in the past, I have fainted at the sight of blood, I deliberately looked the other way as the nursing assistant prepared to prick my vein and draw a sample. It was a deliberate effort to divert my attention away from the needle. That’s when I noticed these two young women talking. One of them, Manisha, was a member of the support staff in the lab. The other one, Lalita, was at the desk handling patients’ documents.

It was a rare lull in the otherwise overcrowded lab.

“I was very angry at that patient who left a while ago,” said Manisha.

“I know,” nodded Lalita with understanding.

Curious, I turned to them after my test. “How can you be angry at a patient? As service providers—especially in healthcare—you’re expected to remain calm and caring,” I said.

“But Sir,” Manisha responded politely, “that man spat paan in the bin meant for medical waste. It is unhygienic and simply not done. There are spittoons outside.”

“That’s pathetic behaviour,” I quickly jumped the fence on to her side. “If that was the case, he deserved a slap, not just your anger,” I added with superficial agitation.

On a serious note, I added, “You should have reported the matter to the authorities.”

“Sir,” now it was Lalita’s turn, “Everyone who visits us, is already stressed with an ailment or the other. They carry their own worries. Reacting harshly or escalating matters would only add to their distress. We don’t take offence when none is intended.”

Lalita left me speechless. I hadn’t expected such maturity from someone dealing routinely with difficult situations. I admired the sense of duty of the two women.

“Keep up that spirit,” I said as I left. “Your attitude will take you far.”

How I wish Dr Mahesh Sharma (CEO of Kailash Hospital) reads this piece and gives these women of substance a well-deserved pat on the back.