Complaints

• Initial Complaint

  16/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am waiting for my hand surgery to be done since past many months, many times I coordinate with Clinic but no response/eta received from clinic when they will be executed. just because of that I am continue or forced to be take pain killer everyday. which might develop other issues going forward.I need attention from the clinic ASAP, kindly help

  Business response

  06/07/2023

  **************** family doctor sent our clinic a referral to see him regarding a non-urgent hand condition.  This referral was sent to our office in September of last year and his family doctor was notified that it would be a 6-9 months wait due to current wait times and the severity of his condition. Around the 6 month time frame, we had attempted to contact **************** family doctor to update him, but where unable to get through on several occasions. We later found out his family doctor had moved clinics yet we were never informed of this change. Nearing the 9 month point, ************ had posted an online complaint to our ****** account at times accusing our staff of not returning his phone calls and other times accusing the staff of being arrogant and dismissive. We have no record of ever received a phone call from ************ as we keep a detailed log of all phone calls and patient interactions. If he ever did contact our office he would have been told his position in the queue and would have been given an update on his expected wait time. We can only assume he was calling his family doctor in error and was having as difficult a time getting a response as we had.  We responded to his initial complaint on ******, explaining the situation in great detail, of how we are limited by our hospital resources and current wait times. He then responded by posting yet another 1-star complaint.  

  It should be noted that ************ has now been seen by one of our surgeons and it was within the original time frame that was given.  His hand condition was not urgent and surgical intervention was not deemed necessary, but our surgeon was still willing to operate and this procedure has been booked.  This has been a very unfortunate situation as we have never had a patient use online tactics to try to jump ahead in the ************** Services queue. We hope this helps explain the situation and hope that ************ will cease to post online complaints now that he has been seen. 

  Customer response

  06/07/2023

   
  Complaint: ********
  
  I am rejecting this response because: I would like to understand what you mean by critical situation? in this waiting period my hand having restriction and thumb is not like in previous condition. 2 steroids injections I have taken for pain management, almost every other day I need to take Pain killer which also have serious consequence in long run. do you think it will be developing Cancer or Hand movement will be complete stopped then it's a serious condition for you?

  Also it's not tactics, due to my condition and problem, I am raising my voice as you are not taking any actions or any information provided to me in past several months in any format, it's your problem if you are not listening as expected or in-line with your patients. not at all happy with your comments as those doesn't in-line or show any understanding with patient problem.

  Sincerely,
  
  *********************

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