what do you do when the whistle is blown

in my first week in Princess Marina Hospital i was briefed of the daily cores,which centered around handling patients complaints.i familiarized my self with the procedure of doing so and the forms that are used for record of those complaints as i was guided by my intern colleague.i would say these were the very things that stirred the issues surrounding the bad publicity of the Hospital that i raging in all media houses in Botswana.to begin with it was not easy handling very emotional patients,some having to confine very confidential matters with me,and i had to abide by the Ethics and do my job despite the fact that some were elderly people whom i had to listen in respect and advice them on any matters they came in with.

well i knew i was in for it in that very same week when i picked up a phone call and it was from the national Radio,to my surprise after the courtesy of phone answering,my caller responded "you are live on air".i had to swallow the fright that captured me,the first thing of its kind hei.the issue that he handed me was that there is a patient who launched a complaint to the radio station concerning how they were mistreated in Marina,the patient was a foreigner,what happened was she had to pay consultation fee of BWP 100,which is according to the national law of Botswana thereafter she dint get medication because the Hospital was running short of that specific medication but then she was asked to check the medication.on second visit she was asked to pay another fees for that consultation,the question that was posed to me was what do we do on a matter like this one as the PRO? i sincerely answered,we abide by the law that's drafted by the state regarding foreign patients,but for this patient's case,if she was ordered to come collect the medication,she needed not to pay another fees unless the person who consulted her cheated on her or she was seeking consultation for another problem and having to collect the medication as ordered,and it would be an honor if she could have visited our office upon the day of this incident,we could have helped her on it and i kindly asked the reporter to forward the patient to us so we re-asses the matter for her benefit.even though he somehow felt i didn't handle the issue/answer him properly,we agreed on getting the patients names and contacts off-air.

i was caught off guard by i still had to act my role as a PR person,thank God my supervisor who was not in the office then came back to give me a high five because she was listening to the Radio,i was afraid maybe i blew it out of proportion, didn't address it the way they handle things in their office but she was happy with the response i gave.

i would be happy to hear sincere opinions from you guys if i did it well and how you would have acted in that scenario.

THANK YOU!!