Customer Complaint Protocol
PAS Patient Access Specialist (Former Employee) – Houston, TX – January 15, 2019
MD Anderson is very political when it comes to the patient. I know the saying is all customers is right, but I had a lot of scenarios with patient or family member demeanor when calling and wanting you to give them what they are seeking, but didn't meet the criteria of what's needed. These people will go far and beyond to complain that you wasn't sympatric, didn't show emotion, and was rude because they didn't meet the criteria. MD Anderson sets all criteria for each patient to meet before coming through the doors, but they don't follow the criteria when patient or family members complain. In some cases of complaint you can be wrote up or fired and I think that is wrong with you are following protocol.
Better support from manager on customer complaints