I’ll start with the fact that there are too few elevators in the building to serve such a multitude of people, it is a long wait to get to the upper floors. If you can help it, take the stairs. 50% of the staff are condescending and treat you like they are doing you a favor by talking to you. The TV screen showing the token numbers being called, is way too small.
About the doctors, Dr. Nimisha was very pleasant and patient. Dr. Saadiq, although seems like an experienced doctor, doesn’t let you finish your sentence and talks over you. I think the mark of a truly dedicated doctor is one who is willing to listen to the patient. We also had to wait for 2 hours to do a test (FOT), that ultimately we could not do and was nothing but an absolute waste of our time. We kept enquiring about what’s happening and were assured that once the machine recharged we’d be called.
At the end of 2 hours, I informed the nurse's station that it had been 2 hours and asked how much longer they were intending us to wait! She went to investigate and told us the machine was dead. I had to go back to 2 separate counters to get the refund, one for the test itself and one for the medications purchased exclusively for the test. The lady at the pediatric registration desk was rude when I asked for a copy of the receipt (which showed that the refund had been issued and had my signature confirming the same), she quipped “why would I give you that, that’s our refund receipt/record”. She has obviously not heard of making a copy for the customer and could have used a tight slap as a reminder that there are better ways to respond given that this is a service catering to people not cattle. (I wanted it as a record, as it had time stamps on it of when we came, and the name of the test and the fact that it was a refund).
After having spent 2 hours there the least they could do is give me a copy of the refund receipt, there were no attempts to even apologize. Customer service at its poorest! Maintenance is poor and the way things are run is haphazard. There is no concept of a line anywhere. Having grown up here in Trivandrum and having had my first delivery at KIMS, it’s not that our expectations are high, it’s just that the service standards are so low.
This is my honest opinion about my experience (we came to consult with a paediatrician for our 9 yr old daughter who was diagnosed in Canada, where we live, as having mild asthma) All KIMS is standing on is its once prestigious name, as its standards and everything else has deteriorated. My 9 year old daughter said it best, “they may have refunded us for the test, but what about the time that was wasted?”
