SCP Radiology Panorama

Poor service from reception staff

Unfortunately, business owners do not always realize the impact that front-line staff can have on a customer's experience and, ultimately, on the reputation of their business. I arrived at Panorama Hospital 15 minutes before my scheduled appointment. Unfortunately, finding parking became an ordeal, and I had to circle the hospital five times before insisting that a security guard allow me to wait for a parking bay to open. During this time, and before my appointment time, I phoned SCP Radiology to explain the situation. They acknowledged my situation. As a result, I arrived exactly 13 minutes late for my appointment. The receptionist informed me that they could still accommodate me, but that there were now two patients ahead of me. I accepted this without complaint, and thanked her, as I did not want to make the hospital's parking problem their problem.. although I do believe some responsibility should be taken to ensure adequate parking is available for their patients ? After waiting for an hour, I approached reception to ask how much longer I would need to wait. I was then casually informed that more patients had been taken in ahead of me because I had arrived late. To make a patient wait an hour before providing that explanation is simply unacceptable. To make matters worse, I was eventually taken through to the back, only to discover that I had been mistaken for another patient and was being prepared for an entirely different procedure. While I appreciate that mistakes can happen, this only added to the frustration and wasted time. I was then asked to sit. After another 15 minutes with no update, I informed the receptionist that I was leaving. What was most disappointing throughout this experience was the complete lack of communication and ownership from reception. Not once did anyone proactively check on my appointment or provide an update? I had to repeatedly ask what was happening. This was my last visit to SCP Panorama Radiology. My advice to them would be to 1. address YOUR parking situation and 2. the level of customer service at reception. Patients who are already dealing with medical concerns should not have to endure such a frustrating and disorganized experience.