1 /5 Blair: I am writing to formally raise concerns regarding my recent appointment, specifically the inconsistent application of your late/no-show policy, the handling of appointment scheduling, and the standard of customer service provided.
The clinic contacted me the day before my appointment to change my scheduled time. I attended at the revised time and arrived punctually. Despite this, I was kept waiting for over 20 minutes due to staff shortages. While I understand that operational issues can arise, this is particularly disappointing given that the appointment time had already been altered at the clinic’s request.
By comparison, on a previous occasion when I arrived late, I was recorded as a no-show with no flexibility shown. This highlights an inconsistency in how expectations and accountability are applied between clients and the clinic.
In addition, the service provided once the appointment began was rushed, which appeared to be a direct result of the earlier delay. The level of customer service was also poor; both the practitioner and the receptionist on duty demonstrated little customer care, and there was no attempt to acknowledge or professionally manage the delay.
If punctuality is strictly enforced for clients, it should be matched by the same level of accountability, consistency, and service standards on the clinic’s side. These are fundamental expectations of any professional service.
I would appreciate acknowledgement of these concerns, clarification of how your policies are applied in practice, and an appropriate service recovery gesture in recognition of the experience.
