ONE OF MY EMPLOYEES CALLED IN TO GET AN AUTHORISATION NUMBER, ONLY TO FIND OUT THE PRE-AUTHORISATION DONE BY HER DOCTOR EXPIRED ON THE 13/03/2013, THE GUY SHE SPOKE TO WAS RUDE AND I THINK HIS NAME WAYNE, DIDNT TRY AND SHOW A CAN-DO ATTITUDE, YET THEY CLAIM TO BE A WORLD CLASS SERVICE!
SO WHILST SHE WAS SITTING IN THE HOSPITAL, I RANG THEM AND I SPOKE TO AN ADVISOR NAMED BEN, WHO WAS THE WORST CONSULTANT I EVER SPOKE TO, BEING A CALL CENTRE MANAGER MYSELF I KNOW WHEN I AM GETTING POOR SERVICE, INSTEAD OF UNDERSTANDING THE CIRCUMSTANCES WE FOUND OURSELVES IN, HE SPOKE OVER ME AND WHEN I TRIED TO RAISE ANY CONCERN, HE SAID TO ME THE CUSTOMER"I AM SPEAKING"I HAD A GO AT HIM ABOUT HIS ATTITUDE AND THAT HE MADE ME LOSE MY COOL, I REQUESTED FOR A SUPERVISOR OR MANAGER AND REMINDED HIM CALLS WERE RECORDED AND THAT I WILL REQUEST FOR THE CALL TO BE PULLED AND AGAIN HE SAID NO MANAGERS WERE PRESENT, IN A BIG CALLCENTRE LIKE DISCOVERY!!! I ASKED FOR A COMPLAINT LINE OR EMAIL WHERE I COULD COMPLAIN AND HE SAID I MUST CALL DURING THE WEEK BUSINESS HOURS TO DO SO, AFTER HE SAW I DID NOT TOLERATE HIS SERVICE, HE TRIED TO ADJUST!!! DISCOVERY IS BECOMING THE WORST MEDICAL AID IN THE LAND!!!
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