Consumers' rights

Consumers' rights

I would like to report that, contrary to rumors about the
reform movement, the concept of consumer rights and fair
treatment of customers has yet to arrive.

On May 25, I had a telephone call at about 5 p.m. confirming a
first come, first served appointment at the Sam Marie Klinik on
Jl. Wijaya 1 No 45 in Kebayoran Baru, regarding a skin problem. I
immediately left my office in Pondok Indah and arrived at the
clinic at about 5:30 p.m. There was one person in the treatment
room, and no patients ahead of me.

At approximately 5:45 p.m., after registering with the nurse,
three patients arrived and were led directly into the treatment
area. When I complained about this to the nurse, it was explained
to me that the practice of taking certain people out of turn was
commonplace. This was reinforced when a mother and daughter
arrived and also were led directly into the treatment area. I had
now been waiting approximately 45 minutes, and instead of being
next in line, I was bumped down four places.

When is Indonesia going to start to value the time of regular
citizens as being just as valuable as the rich and famous and
those who have connections. When are Indonesians going to
implement procedures which conform to internationally recognized
and accepted standards of treatment?

I call on the staff and doctors at the Sam Marie Klinik to
implement a system which is more transparent and professional. I
am an unhappy customer. If the Sam Marie Klinik was truly
customer focused, they would make up for my inconvenience and
lost time by offering one free treatment and change their
procedures to reflect internationally recognized standards of
patient management.

YANI SURATMAN

Jakarta