pills, etc. in plastic bags transparent on one side, white on the other on was written
some instructions about how to take them – morning/twice per day, before or after
meals. He left, unable to ask the purpose of each pill, because the clerk at the counter
was just acting like a dispensing machine, contrary to a commercial pharmacy where
one can usually ask such questions.
21.2.3 Victoria Hospital, Mauritius (Anecdote 2)
He had gone for an operation. The stay at the hospital was satisfactory, except being
woken up at 6 a.m. with the opening of windows, allowing cold air inside the
dormitory hall, and the distribution of tea. Considering that a sick person is
handicapped in many ways, the toilet facilities were less satisfactory – small cubicle,
without much infrastructure. Same remarks for the bathroom.
Unless he asked, nobody would supply any information about his health or
condition, or whatever.
Before doing the operation, he had been coming regularly to the hospital for
treatment of his problem. He would meet the specialist, at least once monthly, for an
update/checkup, do a blood test, for example. What is remarkable was that he had to
wait for 3 weeks to get an appointment for having an echography done! (If he had not
pestered the nurse, he would have had to wait for 6 weeks). And then, it takes another
week, for the results to reach the specialist! (and, sometimes, he had been told that
the results had not yet come in the file!)
Fortunately, for this treatment, he was not told that his file had been lost. Though,
it did happen subsequently!
But then, what should you expect if you do not pay for your stay and try to avoid
paying your taxes, which you complain are much too high!
21.2.4 Clinic in Cape Town, South Africa
Compared to the stay in the Mauritian hospital, this was a delight. In a room shared
by 2 patients, with a personal television set, every hour, a female nurse would come
in and ask: “How are you feeling, Mr. X ?”, and would take the temperature, blood
pressure, etc. of the patient. At the end of his stay, the patient felt that, probably he
should come back, just for the type of welcome that he had received. The facilities
available were much better, more comfortable than at the hospital in Mauritius.
21.2.5 Hospital in Paris, France
Here, the patient was admitted to a personal room (no TV, with private bathroom and
toilet) where the bed was motorised. He could, with a hand-held control box, adjust
the inclination of the bed under his head or his ankles. Nice breakfast, lunch and
21.2 Customer Expectations
599
some instructions about how to take them – morning/twice per day, before or after
meals. He left, unable to ask the purpose of each pill, because the clerk at the counter
was just acting like a dispensing machine, contrary to a commercial pharmacy where
one can usually ask such questions.
21.2.3 Victoria Hospital, Mauritius (Anecdote 2)
He had gone for an operation. The stay at the hospital was satisfactory, except being
woken up at 6 a.m. with the opening of windows, allowing cold air inside the
dormitory hall, and the distribution of tea. Considering that a sick person is
handicapped in many ways, the toilet facilities were less satisfactory – small cubicle,
without much infrastructure. Same remarks for the bathroom.
Unless he asked, nobody would supply any information about his health or
condition, or whatever.
Before doing the operation, he had been coming regularly to the hospital for
treatment of his problem. He would meet the specialist, at least once monthly, for an
update/checkup, do a blood test, for example. What is remarkable was that he had to
wait for 3 weeks to get an appointment for having an echography done! (If he had not
pestered the nurse, he would have had to wait for 6 weeks). And then, it takes another
week, for the results to reach the specialist! (and, sometimes, he had been told that
the results had not yet come in the file!)
Fortunately, for this treatment, he was not told that his file had been lost. Though,
it did happen subsequently!
But then, what should you expect if you do not pay for your stay and try to avoid
paying your taxes, which you complain are much too high!
21.2.4 Clinic in Cape Town, South Africa
Compared to the stay in the Mauritian hospital, this was a delight. In a room shared
by 2 patients, with a personal television set, every hour, a female nurse would come
in and ask: “How are you feeling, Mr. X ?”, and would take the temperature, blood
pressure, etc. of the patient. At the end of his stay, the patient felt that, probably he
should come back, just for the type of welcome that he had received. The facilities
available were much better, more comfortable than at the hospital in Mauritius.
21.2.5 Hospital in Paris, France
Here, the patient was admitted to a personal room (no TV, with private bathroom and
toilet) where the bed was motorised. He could, with a hand-held control box, adjust
the inclination of the bed under his head or his ankles. Nice breakfast, lunch and
21.2 Customer Expectations
599