earlier today, i had to call my doctor's office to see if they had forwarded my records to another doctor i planned to see later this week. instead of being helpful, the rude office clerk told me to call the other office to see if they'd received the records, claiming they had "no way of knowing if the records were sent." when i called the other office, unsurprisingly, the records had not been received. they offered to help move the process along by sending me a release form to complete and send to my doctor's office. so i called my doctor's office again, only to be told that another company handled the releases so i had to call that company. after being transferred, i was greeted by a discourteous employee who basically told me that the records were being processed but would not make it in time for my appointment, despite the fact i had sent the request off nearly 2 weeks ago. this left me with no choice but to reschedule my appointment.
this whole incident left me frustrated because i deal with medical records and releases on a daily basis. not only was i given sloppy excuses but was treated very poorly, save for the new doctor's office that i hope to switch to permanently.
just this past weekend, my in-laws and i were discussing customer service and how important it is, especially since it seems that whenever i am speaking with people in jobs with a strong customer service component, i'm wondering why they even bother!
what my doctor's office doesn't realize is that if the clerks just exercised some common courtesy and decency (i.e. answer phones politely, refrain from asking me to hold without waiting for a response, listen to the customer who happens to be me instead of rushing to hang up), they'd keep me as a patient. but instead, i'll take my business elsewhere, thank you very much.
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