Another Achievement

2nd January, 2009. Finally completed my trip to the polyclinic for my bloodtest for a Hep B check. I recalled having to wait 2 hours when I was seriously ill some years back, vomitted twice before finally being able to get to see the doctor, have my medicine and eventually rest. Therefore, a trip to the polyclinic is always a drag. However, for the last trip that I have made to the Dental clinic at Toa Payoh, it was a pleasant short wait and eventhough I was late, the signs and layout of the clinic was so clear that I was able to easily make my way around. This was indeed a pleasant change. Today at the Ang Mo Kio clinic, I was not so convinced about the service though. Coming from an organisation that focuses a lot on service excellence, this is really a "Zi Ye Bing" :p I can't help but continue to assess the service level. As I first step in, I was confused for a while, looking at all the display boards for the queue numbers, the big counters and waiting area, but couldn't find the counter to get the tickets. I think it took about more than 20 to 30 seconds, before I realise that a guy was waving to me. And goodness, 45 degree to my right, there was indeed queue poles, leading to 3 ticketing machines and two service staff who was stationed to help visitors to get their tickets. At the back of my mind, I really wonder, why did it took me so long to see all these? Was it my headache? But Kel didn't have any and he couldn't find it too. And, it was obviously that the two staff were waiting for us to notice them, before giving up and eventually waving at us. I'm sure, any patient who was more unwell than me, or, an elderly, would be more confused than me.

To keep my blog short today, both Kel and I went for the same thing today but were asked to go to different rooms cos he didn't have a record in Polyclinic (this was what was explained when we wondered why I was being directed to the laboratory faster than him).

I really appreciate the direction from the lady from the registration counter. She ensured that I understood the direction and gestured to me, the way to the room that I had to head to. She also informed that I had to wait for my queue number to be called again. However, looking at the blank display outside the room, I wonder if the clinic was closing. Accordingly to the staff who answered the hotline, the last registration is 4.15pm. At 4.09pm, I already observed the two staff sitting in front of me, counting down to 4.15pm.

I waited and saw that nurses were still inside. Although I had declared the purpose of my visit during the registration, I was again asked by the nurses, what was the purpose of my visit (they already knew my name when I entered after my name was called). Probably this was an information that was not passed through since I only saw that the lady at the registration only noted it in my form. I informed again of my purpose of my visit and was asked to wait (but really, as I sat there, waiting for them to complete serving the visitor before me), and for the nurse to explain to another visitor who entered without her queue number being called. And this, was interesting, apparently, the visitor asked if she needed to wait for her name to be called, or, she should just enter. The nurse ask her what's the purpose of her visit and she replied that she was informed by the doctor to come to this room. After some clarification, it turned out that the son of the lady was supposed to come for an eye checkup and the nurse then informed that she should go to another room instead. The lady was quite confused and then, the nurse than explained that she will remind the doctor on this. Rightfully, what they had there, was more suitable for adult and the equipment at the other room would give more accurate result.

Well, the lady was leaving and again ask if her son's records will be in the other room and the nurse then responded that yes, it would be. However, from a visitor's point of view, I really think that the nurses should be more proactive when explaining and resolving this whole situation.

Finally, I heard the nurse ask me to "sit here". I didn't respond as I was already sitted. Then, the nurse gestured and ask me to "sit here" again, this time, gesturing me to sit on the chair in front of her.

As the nurse explained to me what to do next, I must say, she had really demonstrated that she knew her stuff well. However, she mentioned that she was unsure if the laboratory would be able to take my blood test today since it was nearing 4.30. I was really not prepared for this. I thought I already had registered before 4.15pm and I really did not wish to return another day. Nonetheless, she reassured that I could still try. Well, couldn't say much and I followed her instructions to move to the laboratory. However, after pacing there for a while, I didn't know if I should enter the room first, or, do what? I saw a counter in front and then showed her my form. That was when the lady informed me of the fees and that again caught me offguard. Looking at my confused look, she then explained that she was only informing me of the fees and continued to tell me the cost of remaining fees if I needed the vaccination. However, as I prepare to get the cash, she then clarified that she was only informing me of the cost and payment would be paid later. Really? All these information was making me confused. Then, she told me that to move into the laboratory. As I moved in, I didn't see any staff, only visitors (or patients) like me, standing and waiting. I didn't know whether to wait for my queue number to be called, or, approach a staff. I moved in, looked at the tags on the workstatons, something that said station # but nothing that tells me what to do, where to wait, then, another two doctors who ignored me though I was looking around. Before, finally getting the attention of the lady from the counter. Then, she brought me back to the workstations, and said that I could start from there. But I mentioned that there was no one, and as she stepped in (into the area of the workstations), and out, she mentioned that one patient was taking the test and I should wait. Ok, I stood around again, before another doctor came out and then asking me to take a sit. As the doctor started the procedure, I asked her why my husband who came for the same check, was asked to go to the other room instead. She said probably his treatment was different or something like that. But I repeated and said, he came for the same check (my husband was the one who reminded me to tell the staff at the registration that I needed to inform that I was coming for the checkup for the Hep b). Then, she mentioned something about probably he had some records and needed some checkup. And in between the conversation, I told her, the clinic was closing, wouldn't he miss the blood test in the end? As we talked, she mentioned that the clinic closes at 5, so he didn't have to worry. But!!! I questioned, the nurse from next room told me that the laboratory closes at 4.30 and even warned me in advance that probably I might not be able to take the blood test today. Eventually, the injection was done and I was told to press the plaster for five minutes. The injection was on my right arm, and my left hand was used to hold the plaster. With that, I wonder how on earth could I pick up my handbag? Nonetheless, the doctor didn't seem to offer any help and care and I turned myself, letting loose of the plaster to pick up and sling over my handbag. The doctor mentioned something about the report I guessed (honestly, I was too upset to be listening to what she was saying) and seemed to inform that the test was completed. However, I wonder if I could leave without anything and eventually ask her if I should bring my form along. That was when she noticed the form that I had placed on the table and then informed that I had to take that with me. Well, couldn't care less which hand I used, and I struggled with whatever hand I could to pick up that form from the table and left the room.

This experience really made my headache worse. I went to complain to Kel right away and he was still waiting for his number to be called. Looking at how the queue numbers are irregularly displayed on the different rooms, we really did not know how long did we have to wait. This reminded me of my experience at the NDC. Seemed like many organisations have obtained this great queue system, however, none of it was able to inform visitors, an estimation of the waiting time. I had waited for an hour, before finally taking the initiative to go the counter and then informed that I had to wait for another hour or two. Since these are clinics which provide susidised rates, I was prepared to wait. However, I'm sure everyone, including hungry elderly or unwell patients, would be more appreciative if they could have an estimate on the waiting time. Or, if anyone had to go to the toilet urgently (say, vomit or just relieve themselves), they might be back at the waiting area, not knowing if they had missed their queue or if their number had not been called. Although, after talking to the staff of NDC, they volunteered to have their nurse to call me if it reaches my turn as I was really so hungry.

Same at this polyclinic, I was again too hungry :P And Kel gave up his queue and left without any check up. Anyway, the counter for the laboratory was closed at 4.30pm sharp (unlike what the doctor had said, and I must say again, the nurse was right again!). So, we decided to just go to our nearby clinic, save the time, to complete the checkup.

Many organisations paid for good systems, and many organisations have good people. However, as mentioned to my pal the other day, if nobody ensures that communication between the system and people is smooth - people doesn't understand the system well enough to maximise its capabilities, or, systems were not well customised to the needs of the organisations, then, this is a waste of resources.

Can we, really afford such waste at times like this? Nonetheless, I will return to the clinic since this was the only channel for me to use my medisave. I have asked the clinics nearby, and they will charge about 40 to 48 per jab. However, here at Polyclinics, it would only cost me $56 for the required 3 jabs. And, I could also use my medisave of up to $50.

Again, although I'm happy that finally the money that has been going to my medisave can help me with some cash savings up front, nonetheless, I wonder why can't the clinics allow this? I had also returned from the clinic with my mum, and her two months medicines cost about 500 plus! Eventually, we reduced it to two hundred plus, after confirming that for some of her medicines, like that for her cholestero land I think, probably her high blood, I can use my medisave. Nonetheless, I had to wait for one to two weeks ( or even longer since this is a government body... seriously... this mindset has to change.... ) for the applications to be approved. Then, I had to pay 100 in cash, before being able to use it. And yes, another 100 cash upfront before I can use this (even if it is approved).

I'm really concerned, since all these money, is my medisave and in times like this, I'm sure more people are concerned about paying more cash. Although, government helps us ensure that we have enough amount left in our medisave especially when we are older.

After all, like my mum, good thing she has five children. I was informed that one can only use up to a max of 300 per year for our parent. So, my siblings and myself can take turn (after all, her medical bills would easily exceed 200 per quarter, on top of other medicines which could not be claimed and have to pay in cash, adding the 100 to be paid in cash) and this would be less straining for us.

However, since a lot of people are just going for one to two child, really, we need to ensure we have enough savings to pay for the rising medical bills, which usually only go higher, and our poor health (which usually only goes worse in the midst of all the stress and pollution).

Nonetheless, I hope more measures will be taken to help relieve everyone from the current economic strain, even if just temporary. For instance, not asking people to fork up cash upfront before they can claim from their medisave.

As well mentioned by someone, in the midst of crisis, are opportunities. As people get more concerned about efficiency, I hope that this could be implemented in a way that make everyone happier (more achievement in lesser time, more reliefs when cash are tied, happier workers when they are well taken care of and... definitely... better Customer service as everyone is happier and more well-trained!)!!

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