Just received a "Customer Satisfaction Survey" from our London hospital (where we did our PGD cycles). I have been wondering if they would send another survey through (we did fill one in after our first cycle) but it's been so long since our last cycle, I was no longer expecting it. I had ish thought of writing them a letter at various points but couldn't quite bring myself to start thinking about last year again.
It is odd don't you think to send a satisfaction survey so long after completing our last cycle with them? Are they hoping I've forgotten all the bad things? Or are they just so disorganised that this is normal procedure? (Probably the latter as I think our first survey did also take a good while to arrive.)
It's unsettling to get it in the post now and it really does show a lack of empathy on their part. I don't think there would ever be a good time to fill in a survey about a stressful time in our lives but a year later, things have moved on so much... We've been to another clinic, I'm six months pregnant... I feel like we have moved on from that chapter of our lives and I am reluctant to open up the wounds again.
Not that I am going to ignore it. On the contrary, I will complete it and because I know that the survey does not really cover the issues that I want it to (or in as much detail as I would like), I will add a letter detailing our experiences and where I feel they could improve the service that they offer. And I'll probably try to respond quite quickly as it's staring at me, burning a hole in our dining room table (where it is now sitting).
But a year later? Really?
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2 comments:
interesante...
I bet it is because they are disorganised. You are right though it does show a lack of empathy. These seemingly small things are very important.
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