Tue, 30 May 2000

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.