“Tim visits Health Direct regularly to have his blood tested. On his last visit he had to take a phone call when he was close to the top of the waiting cue

“Tim visits Health Direct regularly to have his blood tested.  On his last visit he had to take a phone call when he was close to the top of the waiting cue. To take the call he stepped outside, and he missed his turn. When he re-entered the waiting room no-one had noticed that he had missed his turn, so he continued waiting.

Only when the numbers called were higher than his number called, did he notice he had missed his turn. He approached reception who asked him to take another number and wait. 

He was not happy and complained he should have been told his turn was coming up, or that someone come to find him when it was his number was called as he was only just outside the door. 

He felt he had a good relationship with the people at Health Direct as he visited regularly and expected them to take better care of regular clientele like him. 

Tim suggested that in future you should call the number outside if no-one inside responds to the called number. Either that or install a speaker outside for people who don’t like to wait in waiting rooms”.

Fill out the form on Tim’s behalf with the details of Tim’s issue.

TIP: You can leave “Tim’s” contact details blank for the purposes of this assessment.

Review the feedback form ensuring you made appropriate use of the following:

Describe the event objectively

Use simple language.