MAX HOSPITALS
Poor customer service

I believe the standards of quality customer service have been descending over the last few months especially over the last one year.

There have been various instances which may have gone unreported but here is the latest which I cannot but pen down.

When I got in touch with the appointments section at about 2 am on Monday 5th October I was shocked when I was spoken to in a rude manner. Upon enquiring for an appointment for “Gastroenterology docs” I was asked where I am calling from; though I did reply politely “Gurgaon” – one wonders if the doctor’s treatment is going to be any different for patients from various parts of the city.

Further I was corrected and told that they hospitals do not have “Docs” but have “doctors”. The gentlemen on the other end (Rishi) I would like to believe was never trained on empathy – if a patient like me was calling at 2 am was it more important to correct patients on their vocabulary rather than attend to them.

The final straw which made me right this was when my personal details wre being asked to book the appointment. As users of Max Hospitals over last 5 years we as patients do know of the systems that you use. I was repeatedly asked for my name – I do know that the appointments are booked using our contact numbers which I shared with the gentlemen. However, even my first name was not enough and he kept asking for my complete name – this happened about 3 times, until writhing in pain, I decided to give-up and get an appointment rather than argue.

The question that want people to think about is do large hospitals like Max Hospitals, provide quality customer service? How are these better in terms of empathy and customer understanding which is expected. Aren’t the local family clinics run by individuals much better.

I have tweeted here to share my bad experience.

Company: MAX HOSPITALS
Country: India

  <     >