Was I being over sensitive about this or was it bad customer service ?

[burnoutdd]

I booked an online appt for a scan (appt was yesterday) over a week ago as have been having some health issues (period related). 2 hours before the appt they called to change the time to an hour later and said if I couldn’t make it they’d have to reschedule so I agreed. I got there 30 mins earlier than expected as I left early as weather was awful and I hadn’t done the journey before and didn’t want to be late.

They refused to let me in. I said ‘it’s pouring ? Can I just sit and wait in the reception?’ They said no. To come back exactly at my appt time ? Then shut the door. It was absolutely pouring the pavement was just a massive puddle it’s on a busy main road but the path was narrow so I got splashed by passing cars. There’s also nothing nearby no shops or cafes etc.

I went back 10 mins early and rang the intercom and they said again ‘come back in 10 minutes’

I needed the appt so just did that even though I wanted to just go home. Should I email / leave a review ? AIBU to have felt upset and think it’s really bad customer service ?

I can't believe people are trying to justify this? If there's a human being there - which OP says there was - then they should have been able to let her in?

I'm not sure I'd bother making a complaint, but I might leave a review so that people know they'll be turned away if they are even a minute early for their appointment.

Make sure you get everything you need from them if you decide to leave a bad review x

In my experience it is a strategy they use to reduce their workload.

I had to go to a minor injury clinic and the reception staff were immediately so incredibly obnoxious to me for no reason whatsoever it was clearly to make me push back and question their behaviour so they can deploy the "we don't allow abuse of our staff" so they wouldn't have to treat me.

I was there due to a horrific case of gout in my knee so I wouldn't rise to it, but I could clearly see the strategy they were using.

It also depends for me too. Staff may have been on a break or something, I also compare it to breast scans and you’re not allowed in till thr time, even though staff are not doing anything.

id find the moving more annoying, if the appt was at a given time then im not sure complaining they didn’t have a waiting room is going to do much.

As said, in nhs breast clinics there are staff there but they don’t let you in if they are on their lunch or something.

They sound very unprofessional. I would expect much better from the NHS and would be even more cross if I’d paid for it. I would leave a review (after you have what you need from them).

YANBU. It does sound rubbish. They should have a waiting area for patients. Also, it sounds like an acknowledgement that you did them a favour by changing the appointment time at short notice wouldn’t have gone amiss.

as others have said, there could well be a reason for not being able to let you in (privacy, infection rates etc.).
however:

1. they should have let you know there was no waiting area in advance;
2. they should be polite and professional, taking into account patients are likely to be apprehensive and nervous;
3. if they have a 48hr cancellation/amendment fee that’s fair enough but it should be two-way. Changing that close to your appointment with no option is not acceptable - particularly when you’re paying what I assume is a substantial fee.

id 100% be leaving a negative review on socials/google - especially if you have no intention of going back

hope when you did finally get the scan that it went well and you get the results you’re hoping for

Are you sure it is a reputable private clinic? Because it sounds absolutely bizarre for that type of private practice. I’ve seen it for things like waxing salons where someone works alone, but if they had reception people and a clinic that’s shocking.

get what you need and report.

They have a reception / waiting area it’s not even that small I think they just didn’t want me in there for 30 mins

I’d leave them a very curt review - mentioning the short notice time change - holding you over a barrel to accept the change, not letting you wait inside in adverse weather twice - the pettiness over 10 minutes - all of it.

I had a private clinic (contacted by the nhs to catch them up) try to fanny about with an appointment they’d booked on christmas eve - I was just like nope I’ve got a blow dry first you’ll just have to sit and wait for me, you gave me christmas eve! 🙈 also gynae.

Definitely use the fact that there is a profit motive to this healthcare provider to leave a bad review. Appointment flexibility and good customer service are reasons why many people go private - the poor customer service you received isn’t acceptable.

Yes I would write to HR in head office (it’ll be run by a big nameless/faceless corporate with a huge admin bank) - the people you dealt with have zero knowledge, skills or care about how to treat people in a healthcare setting.
Sorry you experienced that, it must have been upsetting and disarming.

Hi op this is horrible so on your review just put what happened they changed your appointment, don’t go early not even 5 minutes early as they left me outside in the pouring rain and I would not recommend as staff were not friendly at all.

They sound really unprofessional and I would leave a public review so other customers are aware of their practices and how unreliable they are. Even if they had a valid reason for doing what they did, they could have politely explained that they are dealing with an issue (for example) and could you go back at the exact time.

People don’t generally get annoyed if they receive polite and courteous communication from a business. But businesses need to be aware how they policies and communication are impacting their customers…the people who help keep the lights on.

Our dentist office does this and keeps the doors locked until precisely the time they are officially open, even for the lunch break between 12pm and 1pm. They have a waiting area but they don’t want people using it even when raining outside. So if you have an appointment at 1pm the doors won’t be unlocked for you until 1:01pm (I have paid attention as they have annoyed me so much). Well if you want to be that pedantic about it, then I should be meeting the dentist at 1pm and not stood outside in the rain waiting for the receptionist to unlock the door. Bad customer service.