ABSTRACT
Introduction: There is an increased concern about theservices delivered by the hospitals and more importantlythe quality of services offered. This project explored therole of liaison officer in a government teaching hospital toimprove communication and administrative function betweenhealthcare provider and patient families.Material and methods: Three liaison officers with master’sdegree in social welfare are identified. They were allocateda well-furnished room for being approachable to the patientsand their attenders round the clock. Their duties were toclarify, counsel and direct patients & their family membersabout any query regarding admission process, treatment orany socio-psychological help on one to one basis. Numberof patients/attenders approaching liaison officer, their queriesand what was done was entered in a register.Results: This project included statistics from April 2018 toMarch2019. 64% of high risk cases who are admitted in ICUapproached liaison officer for various reasons most importantwas for socio-psychological issues and 9% of attenders wereworried about patient condition in the Labor room or ward.4% wanted information about family planning methods, 6%had doubts regarding their diet to be taken after delivery.Immunization schedule was explained to 5% of the cases. 4%of the anemia patients were helped with their treatment. WrongEntries in the birth register and KCR Kits were rectified.Conclusion: With the availability of liaison officer roundthe clock in the hospital has helped both patient healthcareproviders and patients to run the hospital smoothly. There wasnot a single case of violence or argument between patient andhealth care providers. Health care providers had more time toconcentrate on management of the patient. Presence of liaisonofficer in the hospital premises round the clock has created apositive and peaceful environment in the tertiary care teachinggovernment hospital.