Bad Experience... And A Frustrating One Too..

Wrote my first complain letter in years. Na... Read it and you'll know:

'Hi,

I would like to provide some feedback with regards to the operations and the services of the nurses and doctors in Clinic H. I more than arrived half an hour earlier for my afternoon appointment at Clinic H this afternoon. The registration procedure was smooth and in less than 15 minutes, I've received my queue number. I waited for less than half an hour before my number was called. I entered Room 2 and had my symptoms diagnose. The doctor then told me that I will need to take a skin allergy and hearing test and asked me to proceed outside to the waiting area. I then asked if I am just to wait at the main waiting area and the nurse would call for me once it's my turn. The doctor confirmed that I will just need to wait outside at the main waiting area. After half an hour's wait, I approached one of the clinic assistant to inform her that I had been waiting for quite a while to get my test done and she half hearted listened to my enquires. I explained for the second time and she just ask me to approach the nurse in charge of Room 5. The nurse was just behind and when I approached her, she just brushed me aside and told me that the nurse from Room 2 will pass my file to her and then she will call for me. She then pointed to the direction of the main waiting area and asked me to wait for my name to be called. After another 2 hours, I receive a call from the nurse from Room 2 asking when I was. I told her that I had been sitting in the main waiting area where the reception was since the time I stepped out of Room 2. The nurse then came to me and with a very unhappy tone, told me that the doctor in charge of the audio test had been calling and calling for me. I was very angry with that comment. She even showed me the times of the calls which they had recorded on my file. And to my annoyance, twice of the call was made before I approached the counter in request for the nurse and clinic assistant to check for my turn. As mentioned earlier, no one bothered to even ask for my name to check and it was also put across as I was at fault for waiting at the wrong area. I was utterly disappointed but the services rendered to me by Clinic H today.

Firstly, there was no clear instruction from the doctor with regards to the correct waiting area for the next consultation. Secondly, the nurses and clinic assistants were disappointingly unhelpful. This had resulted in us patients waiting unnecessarily for even hours in my case. Just for one audio test, I had waited for more than 2 hours for nothing. Thirdly, since there are 2 waiting areas in one clinic, if the patients did not response to the call outside Room 5, shouldn't the nurses or clinic assistants check the main waiting area as well? Is it too much to ask of them to take that few steps to check the other waiting area for the patients in queue? The clinic isn't that huge for the patients in the main waiting are to be so unreachable right?

Another disappointment is that the staffs are efficient in the wrong areas. During payment, even before consulting and asking me about it, the whole bill was apparently being arranged to be paid by my Medisave. I am actually claiming the bill under my company's medical benefit and thus I will be paying by cash instead. I was again delayed at the pharmacy as the pharmacist informed me that under their records, the whole bill is billed to my Medisave. I had to spend MORE time explaining to them that I am NOT paying by my Medisave. I was being treated by doubts on my paying method despite my explanations. It was only till I produced my credit card charge form then were my words being accepted. Though the clinic was not packed, the whole consultation took me almost 4 HOURS. And more than half of it was spent waiting for nothing. It had been the most frustrating experience for me today. I am seriously disappointed and frustrated with CGH. I hope that these will be looked into and I look forward for a favorable explaination and answer to this matter soon.

Thanks and Regards'

There. I've said my piece...