Apollo Clinic — Poor experience experienced at Apollo Clinic New Town

I am approaching you here with regards to a very unacceptable behaviour and dismal customer service I received from the Apollo Clinic at New Town today.

I had an appointment with a neurologist at 3.25 PM today at the Apollo Clinic, DLF Galleria unit of yours. I visited the clinic perfectly on time and paid Rs1000 as the consultation charges and was handed over a slip which I was requested to submit at the back desk. Upon submitting the slip, I was told there were 6 more patients ahead of me and that the doctor came in late. Patients whose appointment were due from 2.10 PM were still waiting at the queue ahead of me, which means I would have required waiting at least for the next couple of hours for me to be able to make it through to the doctors chamber.

While I asked why is that I was not informed about the delay, I was mentioned everyone is waiting and so should I. Its not the responsibility of the staff to keep on informing patients. I eventually had to resort to cancelling my appointment as I couldn't have waited for 2 hours.

No my questions to you here is:

1) If we are provided with a time slot and the doctor couldn't make it in time, shouldn't it be your responsibility to let the patients know about it? While the doctors are busy as we all understand, does our time as patients have no value? We have to manage our time from the office and other work to be able to make it for an appointment, and we pay a hefty amount of money to be able consult a doctor. Why shouldn't there be any respect/consideration for our time?
2) Upon not being able to express my concern with anyone, I called up your number to try and have a word with the in service manager. Someone picked up the call and mentioned the person in charge cannot be directly connected to? Why so? Is he an incarnation of God? I believe he is a public relationship officer and his duty is to attend to the customer's/patient's concern. Why can't someone connect him directly if we wants to speak to him?

I am renal cell carcinoma patient and am suffering from a recent inflammation in my temples (forehead) owing to which I was trying to consult a neurologist today. It was impossible for me to have sit and waited for 2 hours because of my health. Upon trying to express my situation with your representatives available at the clinic, no one even bothered to listened to me. Why should we be mistreated this way, its not a charity service you are offering us and there should be some element of respect/responsibility shown by your staff towards the patients.

I wrote an email as well expressing my concern to the email id of new town apollo clinic, but no one bothered to drop me a response.