Whats is the saying ...fool me twice...?
1st Visit - called to make an appointment for my sick 1.y.o.
Rude reception, assured me doc was only running 20 minutes late and this was at 6.40pm. I got on for my 6.30pm appointment at 8.10pm! Can you imagine how distressed I was with my son by that stage? No apology after the fact just coldly told that would be $75 as after 7pm it was out of Bulk Billing time.
2nd Visit - under duress - called to make appointment again for my 1.5 year old after finding no one else who could take us in the afternoon at 2.50pm. One hour later - saw the doc at 3.50pm. No information, no comment, no communication of the delay. After seeing doctor, I then stood around the front desk for 10 minutes with a sick child in arms for them to snatch the bit of paper in my hand, walk off talking to another receptionist and then thrust a bit of paper on the desk with a pen and a curt 'sign here'.
I would IMPLORE the management to review the customer service skills of the staff manning the front desk as well as review your system of squeezing in 10 minute slots - WHICH IS OBVIOUSLY NOT WORKING.
Bite the bullet, offer you patients quality rather than looking to book quantity.