Wagih Mikhail, MBA, Director of Patient Relations at Loma Linda University Medical Center, spent two weeks at Dong E Hospital (DEH) in Shandong Province, China.
DEH experiences high patient volumes and ongoing challenges in provider–patient relationships. Hospital leadership shared that in many cases, medical decisions are made by the patient’s family—often their children—rather than the patient. Families may request that physicians withhold a serious diagnosis, believing this will reduce the patient’s emotional burden. However, this practice can lead to unrealistic expectations about treatment outcomes. When a patient’s condition doesn’t improve as hoped, frustration and distrust can arise, sometimes resulting in complaints or refusal of further care. Because clinicians must often communicate separately with patients and their families, they may not have adequate time to meet the needs of both, further complicating communication.
In response, hospital leadership expressed a desire to foster a more empathetic, inclusive, and effective care environment—one that values the perspectives of both patients and their families. They requested support in assessing their current patient relations approach and identifying areas for improvement. As DEH does not yet have a formal patient relations department, they also sought training to enhance staff communication, improve patient satisfaction, and reduce misunderstandings.
During his visit, Wagih led lectures and small group sessions, facilitated cross-cultural training for frontline clinicians and staff, and focused on building communication skills grounded in empathy, understanding, respect, and patience.
Doren Ranran Dong, Director of the Office for International Partnerships, shared:
“Wagih's efforts have been incredibly beneficial and have further embedded Loma Linda’s whole person care philosophy into our hearts. Even in just a few days, I’ve already seen a positive change in how our staff communicates with patients. Our hospital has designated this year—and the next three years—as a period for enhancing service capabilities.”
Wagih’s visit is part of the broader collaboration between Dong E Hospital and Loma Linda University Health, supporting DEH’s goal to expand key service areas and strengthen healthcare delivery in rural Shandong Province.
“The hospital’s focus on both clinical excellence and patient-centered care offered a unique opportunity to contribute meaningfully,” said Wagih, “especially in the areas of patient relations and administrative functions.”