WORLD CLASS CUSTOMER/PATIENT SERVICE FROM NETCARE CLINTON HOSPITAL, ALBERTON, GAUTENG, SOUTH AFRICA

A few weeks ago I underwent a minor Op in theatre and under full anestheatic at the Netcare Clinton Hospital in Alberton, Gauteng, South Africa.

What impacted me very hard in a most pleasant manner as a patient (or let’s rather say as a customer), was the wonderful, warm and absolutely world class service that I received from the moment that I walked into reception on the day that I booked in, 06 October 2021.

Amanda Noko at reception, who booked me in was fantastic. From the moment that I sat down and started interacting with her, she warmly made me feel welcome.

When it came to me having to pay a required co-payment, the hospital's credit card system would not work.

The reception manager Taylor Downs was called and after testing the system twice with no success, I suggested to Taylor that my life-partner Pat, who was with me, do an EFT from our home office, after she returns home from the hospital.

This was agreed to and the EFT was processed from our home office about 40 minutes later.

What had just happened at reception was a world class and a seamless experience for me as a patient /customer, and more so, when a problem was experienced, management stepped in immediately and the issue was resolved efficiently and fast.

From there we went up to my designated ward, being Ward D.

WOW, what a ward team!

Upon arrival at Ward D, I was once again met and received by an incredibly warm, friendly and caring nursing team, rich with humour and smiles, who could not do enough to ensure that I was comfortable and OK.

Later that day, the anesthetist who would be handling me, Dr Trevor Fung, came to see me.

He appeared to be rather young. However, when he introduced himself and in a most caring and warm manner, explained to me in great detail about how he will be handling "taking me down" into deep unconsciousness and then "bringing me around" at the end, I knew he was a highly experienced physician and I felt safe in his hands.

About two hours later I was wheeled to the theatre reception area, where the theatre staff warmly and caringly received me and wished me well. My time for theatre came and I was taken to the operating table, where Dr Fung was waiting. He again warmly received me and chatted to me until the next moment, I was gone!

The minor op was successfully performed by Dr Clinton Munsamy, a maxillofacial surgeon, who is based at Clinton and Mulbarton Hospitals in the south of Johannesburg.

When I came round, everything had been completed successfully. I was stunned and fascinated by how little or virtually no pain I could feel and since then I have felt very little, if any, without having to take pain killer medication either.

Well done and salute to Dr Trevor Fung and Dr Clinton Munsamy and to the Theatre unit manager Mariet van Zyl and the theatre team of Clinton Hospital. I was wheeled back to Ward D to recover.

Once again, I was warmly received with lots of smiles and humour from the staff. After monitoring my vital signs for a few hours, Dr Munsamy came and saw me and discharged me at about 19h00.

Upon my departure, what struck me again, was the wonderful and warm manner in which the ward staff assisted me and said farewell and goodbye when I left. Now here is the crazy thing, noting that one of the industries I have consulted to is the hospitality industry, with a focus on hotels.

Never in my life did I ever think that I would ever look forward to staying in a hospital ward as a patient overnight, which is very different to when you are on holiday staying in a favourite hotel of yours.

Because of the nature of the magnificent and patient focused behaviour of the Ward D team, I felt a "sadness" that I had to level so soon! I wanted to continue experiencing this level of care for at least one night in the ward. I actually felt a touch of sadness when I left.

That is how real and impactful my experience of the Ward D team was. This is why I have posted this on Hellopeter.com – in much deserved public recognition of what the Clinton team did for me, their “customer” and them as a medical services provider.

Thank you to everybody involved including: the Hospital Manager Tendai Makwabarara, the Matron, Hannelie Swart, the Deputy Matron Tumi Modisetsi, The Ward D Unit Manager Chanell Goeiman and her AMAZING WARD D TEAM, the Theatre unit manager Mariet van Zyl and team, Amanda Noko at reception, reception manager Taylor Downs and Laiken Meintjies of the hospital management office for arranging the “thank you” light lunch that Pat and I recently sponsored in the hospital board room. Also, thank you and well done for successful theatre procedure to Dr Trevor Fung and Dr Clinton Munsamy.

What you have collectively done is show and demonstrate, with all the doom and gloom that we hear about in South Africa, that this level of patient care / customer service is possible.

It is this level of service that builds strong brand relationships between the consumer / customer / patient and the Netcare brand.

As a result of my experience of the Netcare brand, this is precisely what has happened to me – my relationship with the Netcare brand has been enhanced.

TWF Johannesburg