Asian Heart Institute — Online appointment handling

Address:

Thane

Hi...

I had called you customer desk yesterday i.e. 3rd February, 2021for booking online appointment with Dr. Anil Bhoraskar. I was informed that I will have to fill in certain forms and mail them across alongwith payment proof after which I would receive appointment confirmation. However, even though 1 hour had passed I did not receive any mail from the hospital; hence I called again. I was informed by the same individual in quite rude manner that an email needs to be typed and hence takes time. Later upon receipt of the mail, I filled all the details, paid the requisite amount and waited for an confirmation. When I failed to receive it, I called the hospital on the next day that is 4th Feb, 2021 and the same individual handled my call. He not only lacks phone etiquette but also basic human decency. He quite rudely told me that he has sent the mail on the ID that I have provided and kept on arguing about resending the mail. The person handling this was Mr. Asif Khan.

I would like to bring to your kind attention the below points:
1. Firstly, patients are not illiterate individuals whom you can treat with street tactics to converse.
2. For the amount of charges levied and considering that hospital falls under service sector, the onus of proper customer handling lies with the hospital.
3. For something as basic as online consultation during the pandemic, I believe you have ready to use mail formats asking for documents. They are never customer specific. The hospital needs to monitor the TAT.
4. Also, yours is not a charitable institution. The least you can do is treat the patients the right way.

I believe that this experience needs to be shared across all online forums and groups so that people are aware about the hospital.

Regards,
Tejaswini Lingayat, ACA
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