Why KKH COO has failed in his response.
From reading the b/m letter and response, I sense persistent discord and unanswered issues.
This seems to be Ms Phoon's main contention: “... but she refused to answer.... ...We felt like 'balls' being kicked from place to place. Furthermore, it was already past 1am and my children were tired. We adults gave up asking for treatment and went home”....
However, instead of mentioning an investigation and then considering how KKH could improve it's service response, the COO simply chose expediency by just 'explaining' his way out and not offering any detailed investigation nor further contact.
My faults with his reply.
1.No mention of any effort to contact Ms Phoon privately for further investigations despite having had prior notice from TODAYnews about the complaint (since both complaint and reply has been published together, as well as fact that Ms Phoon's children, involved in the same accident, were 'same visit' patients at KKH).
2. The further absence in the written response of any attempt at further service recovery (via access numbers for the aggrieved to seek further clarifications, only closing the response with “We hope this clarifies the matter … ”) betrays the writer's presumptuous sense that one has satisfactorily settled the complaint in one response .
3.Ms Phoon: “but she (the nurse) refused to answer.”,
COO: “As it is not an A&E department, the nurse on duty tried to explain the difference in terms of charges”
- The COO is obviously trying to cover up for the service lapse, parochially insisting that Ms Phoon (a caregiver and accident victim) MUST understand the nurse's instructions based on cost comparisons.
- Also: there was no response by the COO if an Xray or scan was necessary so we all don't know whether the nurse's advice relevant at all. Instead of refusing to answer, why didn't the nurse seek the advice of a superior to explain?
4.COO: “at the clinic, patients may be referred to other hospitals with the relevant specialisation which may not be available at the KKH Women's 24-hour Clinic...
...We apologise if Ms Phoon was given the impression that she was being directed to Tan Tock Seng Hospital.”.
- So where/ what was Ms Phoon advised to go/ do?
5.COO: “like to assure Ms Phoon that patients with serious conditions are given immediate medical attention”. Unfortunately, I think the COO's response is not reassuring despite his claims, he has definitely glossed over many service lapses identified by the complainant implying that the financial advice to Ms Phoon was the right thing to do and further presumptuously not offering any contact nor service ambassador clarification, the fact remains that a mother with 2 children (1 visibly injured), all of whom were involved in the same road accident victim left KKH upset, confused, misunderstood and unassured.
6.There is no mention of regret that Ms Phoon's experience at KKH was less then favorable, no review of procedures to ensure that such misunderstandings do not recur, no single advice in the response about what Ms Phoon or anyone in such similar circumstance should do. The physical brevity of the COO's response is an added insult.
7.Is COO concerned about expedience or service? Is his purpose that of defending the hospital at all costs? His response seems as vague as the service he so represents.
8.Does he represent the service ethics of KKH? Are all COOs trained lawyers too?
9.I don't know; I don't think I want to know.
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We had a tough time seeking treatment
Letter from Phoon Lai Fong.
Sep 18, 2009
MY TWO children, a friend and I met with a car accident along the Central Expressway last Saturday, and sought treatment at Tan Tock Seng Hospital (TTSH).
At the A&E Department, we were told to send my two children (my son had a cut and bruise on his forehead) to KK Women's and Children's Hospital (KKH).
After the kids had their check up, my friend and I went to the 24-hour outpatient clinic for our check-up. A staff nurse there redirected us back to TTSH. She told us the fees at KKH are "expensive". I asked her how expensive they were - my friend and I had just been in a car accident and I was not concerned about how much I had to pay. But the nurse just kept repeating that an X-ray would be costly as a scan.
I was upset because it implied we could not afford to pay. I asked her if the fees would be 50 per cent more than usual, but she refused to answer.
We felt like "balls" being kicked from place to place. Furthermore, it was already past 1am and my children were tired. We adults gave up asking for treatment and went home.
In such accident cases, there should be just the one hospital where all members of a family can get treatment as soon as possible. What if either my friend and I had internal bleeding and did not know it at that time, and treatment was thus delayed?
http://www.todayonline.com/Voices/EDC090918-0000065/We-had-a-tough-time-seeking-treatment
Sorry for wrong impression: KKH
Letter from Tan Jack Thian Chief Operating Officer KK Women’s and Children’s Hospital
Sep 18, 2009
WE REFER to the letter by Ms Phoon Lai Fong on A&E services.
At KK Women's and Children's Hospital, A&E services are available for children. For women, we have the KKH Women's 24-hour Clinic for urgent obstetric and gynaecological conditions. As it is not an A&E department, the nurse on duty tried to explain the difference in terms of charges to help Ms Phoon make an informed choice.
Also, at the clinic, patients may be referred to other hospitals with the relevant specialisation which may not be available at the KKH Women's 24-hour Clinic. We would also like to assure Ms Phoon that patients with serious conditions are given immediate medical attention.
We apologise if Ms Phoon was given the impression that she was being directed to Tan Tock Seng Hospital.
We hope this clarifies the matter and we wish Ms Phoon and her family good health.
http://www.todayonline.com/Voices/EDC090918-0000066/Sorry-for-wrong-impression--KKH