Chowking – Episode 1 – The Manager’s Wrath

My experience with the feedback form of BNH hospital made me reminisce my previous experiences with giving feedback to services and stores.

I had this experience with the fastfood chain in the Philippines, Chowking and their feedback hotline. I had 2 ( or 3) experiences with this chain and here is the first one.

My first experience with their feedback hotline was around 5 years ago at their branch in Robinson’s Pioneer in Mandaluyong City. My husband and I were having dinner when we noticed we were missing some condiments (Filipinos just love condiments!). As a common practice in the Philippines, you can ask a crew or staff for it if in case they have no condiments area, it is already used up or you’re simply lazy to stand-up again once you are already seated. When I said you can ask a crew/staff they usually are the ones who go around the dining area serving the food or cleaning up the tables which oftentimes include the store manager/supervisor.

And so we asked the store supervisor when she passed by our table for condiments. She nodded to acknowledge our request. Since the place was full, we didn’t mind the wait and ignored that she didn’t have our request when she passed by our area again. The second time she passed by (second time after we told her our request), my husband reminded her of our request. And as I remembered, we finished the meal (unsatisfied) without her bringing the condiments we requested even if she has passed 2 or 3 more times .

In the receipt, there is a number there to call or text for your feedback/comments/suggestion (with the note: We value your feedback). So I texted the number, summarized our experience and provided the details (branch, date and time of experience and supervisor name). If I remember correctly, the first SMS I received is to acknowledge first that they received the complaint and informed me that my concern will be forwarded to the store supervisor. A few minutes later, I received an SMS from a different number and the sender introduced herself as the branch supervisor and began badgering me with questions (squeezed in one long SMS, in the old times, you would see 3/3 in your mobile phone):
(These are no longer the exact words but same line of thought)
- When did this happen?
- What exactly happened?
- Have you tried reminding me (store supervisor) again
- Can you give me your full name and address?
- Have you considered that the area is full and not everyone can be accommodated immediately
- Did I (store supervisor) not acknowledge the request?
- Can you describe in detail the incident (yes, she asked twice)

And yes! I did not reply back. I know what they say that you could not truly know a person’s feeling by the way she texts/writes but based on her SMS, I can feel that no apology is in order and instead I might end up being banned from entering her branch instead.

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Paid but not received

Last week, I received a call from BNH Hospital to acknowledge that they have read the feedback I wrote on their feedback/suggestion form which I dropped in the box at the reception area. The nice lady apologized for the inconvenience I stated in the form and assured me that they will talk to their staff regarding the issue and advise them to improve their service.

Let me share with you the incident that led me to write in their feedback form and why I left my name and contact number in the form.

After my consultation with my endocrinologist, I was instructed to go to the cashier’s area and wait for my number to be called. I was called, paid the bill and left the hospital. Then after a few hours, I decided to double-check my receipt as I received an email from BUPA, my insurance company that they will not cover any hospital expenses which is related to my thyroid crisis. And then I saw that I paid 234 THB for medication. I hurriedly went back to the hospital and went to the Pharmacy area which is exactly beside the cashier area and asked the nice pharmacist if there is medicine designated for me. She looked through her medicine trays and saw the one that corresponded to mine. I felt my blood rushing. The cashier did not tell me that I have medicine to claim at the pharmacy area. From my previous experiences with the hospital, I was always advised if there is medicine for me to claim.

You have to understand that in the Philippines, hospitals or clinics does not charge you right away with the medicine prescribed by your doctor. You have the option to buy it at the hospital pharmacy or from other pharmacies oustide the hospital. Some clinics especially in the provinces, they would encourage you to buy from them but it was never automatically in your bill if you are an outpatient. If you have been confined at the hospital there are times that the doctor will advise the nurse to give you medicine to take home at the time that you will be discharged and you will also be advised so you know you are expecting something.

So I end up writing the feedback form, as I don’t want all cashiers to be reprimanded with someone’s negligence, I asked the nice pharmacist if she can write for me (in English characters) the cashier’s name that appeared in my receipt. Her name on the form was in Thai character. At first she looked very puzzled on my request so she asked me, “So you like her very much?” and I immediately said “No, she did not tell me that I have medicine and I have to go back here when I checked my bill and saw that I was charged with medication.” I was lucky that the hospital was just 10-15 minutes walk from my office, imagine if I have to take a taxi to get there.

I put on the cashier’s name to indicate that the experience was with her. I also put on my name and contact number because I don’t want them to disregard it and think that it is just a prank or someone jealous of her actually wrote the feedback.

When I went home I had to check all my BNH receipts if any of those has been charged with medication and if it has been stamped with “RECEIVED” on it. Indeed, I saw one receipt with a 22 THB medication charge and with no “RECEIVED” stamp. I no longer went back to the hospital as I felt that it would be not worth the 22THB to complain and/or explain to the pharmacy what I wanted.


I could not imagine if I had been on accident and I had to be transferred immediately to another hospital or I am in a very bad condition and I or my companion has no time to check the receipts. And another “never mind” cashier wouldn’t inform me that I have medicine to claim. Imagine if it was thousands of baht.

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Bangkok Post article

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Insurance

I am currently covered by BUPA insurance here in Thailand and I am not satisfied.

Last May 2012, I had to go to the emergency room because I was experiencing unbearable chest pains, after several tests, they found no reason to admit me so I was sent home with some medications. My bill was 30k plus baht. I was not wortied because I had my card which says Hos. Service 60,000 Doctor's visit 1,500 per day OPD 1,500 visit per day. I was terribly shocked when the clerk told me that my card will only cover 1,500. I paid via credit card the remaining balance and went home feeling worse.

I checked with the insurance company the following Monday to confirm why i cannot claim under the Hospital Service or the ER coverage and what they said was that my case fall under OPD which means they only pay 1,500.

In the Philippines, my HMO is Maxicare, back then I never had to worry that I need to pay for any excess. I know that the reason is probably because my BUPA insurance here is of lower membership type. But still I feel that the card was next to nothing, because of a second incident.

Probably 2 weeks after that, I went to see an endocrinologist to have my tsh, t3 and t4 levels checked. So he ordered blood tests. After everything was over, at the cashier, I was told that my lab fees will not be covered and only doctor's fee will be paid by BUPA. I was like .. "omg! Are you serious?" But then I had no choice but to pay for the lab fees.

Around last month or so, I received a letter from BUPA that they are investigating the payment they made during that doctor's visit since it might be a pre-existing condition. So they gave me some forms to fill up to authorize them to request for my medical records from the hospital.

Today, I received an invoice from BUPA ordering me to pay back the 1,500 baht they paid for the doctor's visit.

I don't know about you, but I think BUPA sucks!