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I received, my Reply to my complaint to ATOS Medical Services regarding the 2 hour wait on the 12th April ,
I have to admit I am a bit stumped at there explanation as to why there was a two hour wait, On this occasion the reason for Atos Healthcare not being able to conduct an assessment was because “MORE CUSTOMERS ATTENDED APPOINTMENTS THAN WERE ANTICIPATED”, when I was in the centre there was only one person waiting for their assessment, and the reason that the receptionist did not contact me beforehand to advise of this was “ As she had no indication of how many customers would arrive for their appointments” is this not why they make appointments in the first place so they know how many customers they have booked in for the day. I have to admit I nearly fell off my chair when I read it.. Here is the Full Letter Dear Mr Brazendale, Further to my most recent letter, I am now in a position to respond to the concerns raised in your email dated 12/04.2013 . To assist me in the investigation, I have obtained comments from the Service Delivery Manager responsible for ATOS Healthcare Edinburgh. I was very sorry to read of the upset and inconvenience caused by the waiting times you experienced when you attended for your assessment. I was also sorry to here that you were sent home without being assessed. Only as a last resort would we ask a customer to leave a Medical Examination Centre (MEC) without conducting an assessment. On this occasion the reason for Atos Healthcare not being able to conduct an assessment was because MORE CUSTOMERS ATTENDED APPOINTMENTS THAN ANTICIPATED AND THE ASSESSMENTS TOOK LONGER THAN ANTICIPATED TO COMPLETE, which caused a delay and in some cases, customers had to be sent home unseen. We entirely regret the inconvenience caused. The Manager explains that on arrival, the receptionist explained the delay to you and advised that it would be better to re-schedule your appointment, as she could not guarantee that you would be assessed that day even if you returned at a later time. She adds that the receptionist did not contact you beforehand to advise of this, as she had no indication of how many customers would arrive for their appointments or how long each assessment would take. I note that a further appointment was made for you and you have since been assessed. I do sincerely apologise for the upset and inconvenience you have experienced and would like to thank you for bringing your concerns to out attention and for giving us the opportunity to make the appropriate staff members aware of them. I can advise that a record of your complaint will be Retained on file. Should you have any further queries, please do not hesitate to contact me. Yours Sincerely Natalie Vickers, Customer Relations Manager, It looks like they don't kno |
AuthorMy name is David Brazendale, and I live in Aberdeen Scotland, I am Single and out of work. I like walking with my dog Smudge and taking pictures of the local area , Parks and gardens in Aberdeen, and I am an Avid Aberdeen Football Club Fan (The Dons). Red Till Dead. I will try to post as much of the Results and match reports that I can in my blog. COYR & STAND FREE Categories |