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Gracewyw Wong ★☆☆☆☆

a year ago

Had a very traumatised time this afternoon at the Novena clinic. Was supposed to go for blood test at clinic then proceed to do ultrasound scan of abdomen and pelvis. The nurse who poked me for the blood test did it at my lower arm instead of the usual mid arm. She said she needed to insert need later for the scan. I asked her many times why. She reiterated herself and proceeded to use the needle on me. It was painful. Thereafter she did 2 more times to insert the tube. By then it was so painful and she called for the nurse manager Ms Maggie to complete the work. I asked the manager why ultrascan needed to insert tube.asked her to check. To cut the story short it is later found by her tt I am doing ultrasound scan and not CT or pep scan. They got it all wrong but by then i was so traumatised as I alrdy hv needle phobia. No apology offered. I asked her to take out it out as no med is nec for ultrasound scan. She refused initially saying that if hosp needs it they will hv to insert again. Abt 2 hours later she tried to explain tt it is a miscommunication when it is clearly a mistake. Someone read the record wrongly and ordered it. Such mistake would not occur even on C ward at govt hosp so i dont understand this level of service standard I am getting. Also they are supposed to arrange a oesteo jab for me. Said will call me. Mote than 2 months n I am still not hearing from them abt the arrangement. Used to hv very good service from them but not sure why the sudden drop in service from this year

Li Li Sim ★☆☆☆☆

2 years ago

I had a very unpleasant phone call experience with one of the staff (Elean Ho) today. I was calling to enquire on a DRAFT invoice that was given to the patient on his visit one week ago. She appears to be impatient when l asked for is for her to explain how that happened and if she could send me the FINAL invoice later. Upon hearing me, instead of trying to explain to me the situation of last week, all she could say was “if you want the final invoice now, I can send it to you.” Not a single apology (for issuing a wrong version of invoice to the patient a week ago) and sounded rude. in fact I was all ready to give her time to find out the situation of last week and didn't expect an immediate answer from her, if she hasn't got a clue. And when I asked for her to be nicer, she said I was also not being nice. - This is uncalled for. I have never encountered such personnel in the service industry, not to mention healthcare. So, with the intention to avoid farther unhappiness, I asked to talk to another person (hopefully nicer). After a long hold, a lady by the name of Suhaida (apparently the manager in charge) took over the line. She sounded tired and I do believe Elean briefly told her about my enquiry before passing the line to her. So then I asked her for the same thing. After a long pause, she then explained to me that the DRAFT invoice was issued to the patient because it was not “close” yet on that day. Obviously, I didn’t understand what she meant. So I asked again and she started to get a little impatient. But she did apologize for their mistake. Seriously I do not expect a 5-star service in this situation. But I do at least expect polite and nice gesture from a top tier healthcare provider. All I asked for is clarification on a mistake made, apologize, rectify and problem-solving kind of situation. Overall, it was an unpleasant experience. And I hope to see improvement after this episode. Perhaps the staff are overwhelmed at work, perhaps they are not happy at work. But I believe they must be professional if they choose to take on their role. Ms Li Li Sim