What for we need customer service lah?!

My doctor’s appointment was made 3 months ago when I saw him last so since its the holiday season I decided to call up to make sure that he was not going on leave or something like that.

MG: Hello, I’m calling to reconfirm my doctor’s appointment

Reception: When is you appointment? (Sounding busy and hassled)

MG: Friday

Reception: Ok. Just come lah!!!!

MG: I would like to check to make sure the doctor is not on leave

Reception: Which doctor are you seeing? (Sounding very irritated)

MG: Dr X

Reception: Wait!!

A moment later……

Reception: What is your name and card number

MG: MG. Card No. 123

Reception: Your appointment is here. Bye! *toot toot toot* (Sound of phone being hung up!)

She hung up the phone without giving me a chance to say anything further. She never ever answered my question of whether the doctor will be on leave. Sure I know my appointment is there on paper or on the computer screen. The appointment was made 3 months ago and I am sure it is on the records but records can be wrong. I didn’t want my husband to take leave or rush back from work and then we rush to send the kids over to a relatives before rushing to the clinic only to be told that the doctor had gone on leave. Sigh!

Sometimes its like that with busy specialists. Their time is so important that you are told to just come… and they see you on a first come first serve basis. So the reception’s first reaction must have been. “What for you call? Just come lah!” On the other hand, the last time, I was told to “Come before *a certain time* otherwise if there is no patient, the doctor will leave.” (even though there had been a prior appointment made!) Hmmm… seems like their time is important but yours is not. The doctor does not wait for the patient but you have to wait for hours to see him.

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9 thoughts on “What for we need customer service lah?!

  1. I hear you .. MG..! can we now go bitch slap those doctors..?? how i hate seeing the docs here..! i could sometimes scratch their eyes out..!

    Hahaha. I can tell that you’ve had some not very nice experiences.

  2. Opps you just reminded me to call my doctor, I also have an appt with him this mth. Next time, tell your doc what you are facing with his admin. May be he can make things better for u. Else, pick another.

    Can’t ler, its gaberment hospital, they don’t choose the admin. And can’t pick another doc either, not that many good neuros around.

  3. Some receptionists or ‘nurses’ for a busy specalist are really snobs.. but I’d seen really good ones too.

    Just like any other business, the frontline person is so important.

  4. Regardless how busy the specialist may be or the receptionist may be, they should never talk to patient like that.

    If she was working in Aust or UK, I think she will definitely be complained about.

    Patients should never be treated with abruptness, as if they don’t already have enough on their mind.

    What to do? Gabarment hospital. Complain to who? Complain to gabarment ah?

  5. Unfortunately this commonly happens in Govt hospitals which are understaffed and overloaded with patients. To be fair to the receptionist her job is just to make sure the patients have an appointment for the day, and to fit them into the busy clinic schedule. She is probably unaware of whether the specialist is on leave or not, because the clinic will go on irregardless. If he/she is not there, another doctor will just take over the patients.

    Yes. I could hear from the background din that she was probably up to her neck with other things as well and confirming appointments was certainly not one of them. In this case, no, another doctor will not take over because that is the precise reason why I am not going to see them in the daytime during govt. hours. I see them in the evening during private clinical hours and I pay the same price as I would to a private specialist at a private hospital just so I could get to see the same doc. However, even tho they operate as a private specialist centre in the evening, the staff and attitude is still the same.

  6. Sometimes these receptionist act like they very big shot cuz work in lokter’s opis datz why they do lidat, chey no manners oni.

    In this case they are overworked and probably underpaid..

  7. Thanks for the clarification. I agree with you that if your appointment is in the evening during the private clinic hours, then it’s only right that you expect to see that particular doctor only, and hopefully better service from the staff.

    I think they’re just too overworked with too many patients to handle for them to give better service.

  8. Alternatively I would suggest going to see another neurologist in a private hosp. There are quite a number to choose from actually.

    I am happy enough with the current one so I’ll put up with the other things which are beyond his control.

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