After a short while, we decided to take her to the hospital. First, we went to Khoo Teck Phuat Hospital and after payment and waiting for nearly 1 hour, a nurse rushed out to say that their equipment for removing fish bones is suitable only for children above 16 years old. I was shocked that such simple answers took so long to be reverted to the patient. Shouldn't the doctor who first took the blood pressure and all have such information available? Why let the patient wait for 1 hour in pain only to realise that the equipment is not suitable and waste precious time to proceed to KK hospital for another 4 hours wait?
Of course, we are grateful to the doctor at KK hospital who was so personable and able to put my daughter at ease. The whole experience was short and pain-free. Thank you Doctor!
On the other hand, Khoo Teck Phuat hospital has to reflect on the following:
1. Why is such basic pertinent information like equipment for removing fish bone not suitable for children below 16 years old not disseminated at the first level of checks by the respective doctor or nurses?
2. Can the staff be trained in the proper procedure of refund?
3. An apology would be nice to the patient/family and not treat patients as if it is their bad luck to wait and leave them with no choice?
Bad service, once experienced leave a bad after taste and one that stays for a long time before a service recovery takes place.