Question

Think about a time when you were at a healthcare facility and received poor customer service. How could your visit have been better? What would have made you feel more comfortable?

Did the poor customer service you encountered affect your decision to return to that healthcare facility? Please explain your reasoning.

Answer 1

I went to a hospital with the complaint of abdominal pain for last 2 days.

I had a prior appointment for 6 p.m. I reached the place on time and was expecting to be treated soon. But I was askedto wait for a few minutes. The minutes turned into hour and no staff member provided me with any information as to what caused the delay. On asking no satisfying reply was given. After waiting for almost 2 hours I was directed to the physician room. The physician prescribed me with lots of tests. On asking him for the reason as to why the tests were prescribed he did not give any logical answer. I was charged a huge amount for consultation and tests. I was highly dissatisfied.

Customer service would have been better if the appointments were attended on time. This could have saved patients from waiting for hours and wasting their valuable time. Secondly the staff should keep the patients posted on the waiting time and provide them with good reason for the same. Thirdly the doctor should be clear and concise in the prescription of any drugs and medicines.

Yes I decided not to return to that hospital again due to poor services. I wasted a lot of time and money at the hospital