"Good morning Kamal! This is Vikram calling from We-don't-really-exist Hospital. I just wanted to let you know that the report for the blood test you were expecting this morning isn't ready yet. So, please don't come all the way to the hospital. We'll call you tomorrow when it's ready."
How nice it would have been if I had got this call from Apollo Hospital on Saturday morning. Of course I didn't get it. And what happened instead? I went all the way to the hospital, about a 45 minute drive in the traffic. I went to Report Collection. They made me wait for half an hour checking all their stuff before telling me that the report had "not reached us". They didn't tell me if its ready or not. It has just "not reached us".
They asked me to check with the lab where I gave the sample. I called the lab. I was told it would take another day. I eventually got the report after two more days. Is it really so difficult to tell your client what you had promised to deliver on a particular date is not yet ready. We would be really taken to task if we treated our clients that way in the software industry!
A couple of days back, I had to walk about a kilometer through a veritable maze of buildings, flights of stairs and elevators to actually give my sample to the "Central Lab". Why, oh why, couldn't the hospital staff transfer the sample?
The way patients are treated by healthcare professionals at times is really shocking. Aren't patients clients at one level? Can we not expect better customer service? Especially when we are paying through our noses?