"Customer service training needed at imaging clinic."
About: Specialist in the Wills Electoral District Specialist in the Wills Electoral District GLENROY 3046
Posted by Monarch (as ),
Both Reception and Sonographer Health Practitioner staff at Diagnostic Imaging clinic?? desperately need remedial training in customer service and customer experience.
They required me to make an appointment, and did not offer a 'walk up' service. This experience feedback relates this.
Recently I arrived for an early appointment as doors opened at 8:30 am, joined a queue. A couple of minutes later I was served by a dismissive staff member who seemingly didn't break from her telephone call to acknowledge me, instead just near snatching the imaging referral from me with no communication other than 'have a seat'.
After a 15 minute wait without communication, I enquired how the - reasonably assumed - first appointment of the day was delayed and how much longer I would wait. Clearly there was confusion and inefficiency as there was a discussion about a later appointment and then I was, unlikely co-incidentally, seen next.
I then enquired of the Sonographer who advised me that the "appointments are double booked and we need to do that, and you were late. " I responded that the Clinic opening time was 8:30 am and so it was impossible not be late when on arrival queue of people formed, and nevertheless I was in at circa 8:32 am.
The Sonographer refused to engage in further conversation.
In an undoubtedly coming contestable health environment where the service can't rely upon bulk billing income alone, I believe they deserve to fail as a business due to their poor customer experience and treating clients with contempt.
I would like a response as to why they double book and do not inform clients of this. I would like to know why I was kept waiting unnecessarily. I would like to know how you plan to fix a culture that treats public health clients - who pay tax and Medicare levies - with such contempt and do not offer a positive customer experience.