KUCHING – A total of 165 nurses from across Sarawak participated in the Nursing Complaint Management and Medicolegal Strengthening Course on 21 April 2026, aimed at enhancing service quality and professionalism in healthcare delivery.
The programme was officiated by YBrs. Dr. Rafidah Binti Bolhassan, Chief Assistant Senior Director of the JKN Sarawak Medicolegal Branch, representing Sarawak State Health Director Dr. Veronica Lugah.
The course placed strong emphasis on systematic complaint management and awareness of medicolegal responsibilities in an increasingly complex healthcare environment.
Analysis of complaints revealed that communication remains the leading cause of dissatisfaction among patients and their families.
Nurses were reminded that while clinical competence is essential, empathy, professionalism, and effective communication are equally critical in building trust and reducing conflict.
Dr. Rafidah highlighted the importance of thorough documentation as a protective measure in medicolegal contexts. In her opening remarks, she stressed that accurate and consistent records are vital in safeguarding healthcare personnel against litigation.
“A preventive approach is better than a solution after the occurrence of an issue. In-depth knowledge of the legal implications of every action is the main shield for every nurse,” she said.
The training underscored four key pillars of patient care: delivering safe, ethical, and quality services; maintaining precise documentation; adhering strictly to guidelines and Standard Operating Procedures (SOPs); and ensuring clear, empathetic communication.
These principles are expected to strengthen risk management practices and improve the reputation of healthcare institutions.
Participants were encouraged to integrate the knowledge gained into daily practice, ensuring that patient care is not only clinically sound but also responsive to the emotional and social needs of the community.
The initiative reflects the health department’s commitment to equipping nurses with the skills required to manage complaints effectively and uphold professional standards.
The event was also attended by YBrs. Puan Noor Lita Binti Samion, Sarawak State Nursing Chief Supervisor, who chaired the course organisation, alongside YBrs. Dr. Nurul Fatma Diyana Bt Ahmad, Deputy Medical Director of Sarawak Heart Centre, and Dr. Ammar Bin Hashim, Head of the Risk Management Unit at Sarawak General Hospital.
Their presence reinforced the importance of collaboration in strengthening nursing practices across the state.
By focusing on soft skills, medicolegal awareness, and professional conduct, the course aims to produce a nursing workforce that is better prepared to handle challenges, manage risks, and deliver care that meets the expectations of patients and communities alike.
