1/5 Kyle de L. 1 year ago on Google
This
review
relates
to
the
quality
of
service
and
the
care
and
concern
from
the
back
office
operations
ONLY.
The
medical
team
and
surgeon
are
satisfactory,
and
DO
NOT
form
part
of
this
extensive
review.
If
you've
ever
had
any
dealing
with
a
poorly-run
public
agency
or
experienced
commuting
in
Manila,
expect
a
similar
experience
with
Icon
Clinic
office
staff.
Here
are
3
points
of
Customer
service
failure:
#1
poor
or
non
existent
communication
-
due
to
the
lack
of
information
shared
or
withheld,
there
will
be
many
instances
of
anxiety
and
efficiency.
For
one,
some
of
you
may
feel
worried
from
the
lack
of
time
given
to
explain
the
effects,
outcomes
and
risks
of
their
procedures.
More
information
is
given
on
the
day
itself
but
only
on
their
waiver
and
release
forms.
These
are
never
explained
to
you
one
by
one.
Inefficiency
occurs
when
there
is
an
imbalance
of
supply
to
demand.
Some
of
these
can
be
fixed
by
demand
scheduling
but
the
system
used
by
this
business
is
to
by
relying
on
the
customer
to
exert
maximum
patience
and
tolerance.
You
will
not
get
a
premium
service.
#2
facilities
are
underwhelming
-
There
is
a
lack
of
proper
waiting
areas,
seating,
a
comfort
room
within
the
clinic,
and
ventilation.
Similar
businesses
charging
6-figures
for
their
services
such
as
similar
competition
like
Marie
France
Group,
Aivee
Clinic
will
provide
you
with
better
facilities.
The
investment
in
hard
assets
such
as
those
at
the
front
of
the
house
shows
that
the
business
is
legitimate.
Unfortunately,
this
part
of
this
clinic
is
severely
lacking.
#3
no
modern
system
of
organization
-
the
system
used
by
the
clinic
seems
to
be
modeled
from
the
90s
with
many
aspects
of
it
still
in
pen
&
paper
form.
For
one,
it
is
concerning
that
no
official
receipt
was
given
after
payment.
The
BIR
may
want
to
look
into
this
fact.
There
is
no
formal
queuing
system.
Your
service
appointment
will
be
on
a
first
come
first
serve
basis
as
all
patients,
numbering
in
the
dozens,
will
converge
on
the
same
time
slot
given.
There
will
be
no
advice
on
waiting
times,
so
first
time
customers
will
surely
be
surprised.
Waiting
times
can
be
as
long
as
4
hours,
and
you
will
be
forced
to
choose
between
sitting
in
a
crowded
reception
or
squatting
at
the
lobby
of
the
BTTC
building.
Conclusion:
The
most
caring
member
of
the
admin
staff
will
be
their
female
cleaner
who
has
perhaps
been
the
only
person
to
show
any
concern.
It
will
be
unlikely
that
those
who
value
their
time
will
find
themselves
happy
with
the
services
of
the
Icon
Clinic.
The
lackluster
performance
of
the
administrative
staff,
the
receptionist
team
and
those
in
charge
of
follow-ups
brings
down
the
rating
of
this
well-known
brand;
impeding
the
potential
of
this
clinic
to
ever
reach
the
levels
of
Belo
Group
and
similar
high
quality
surgical
groups.
42 people found this review helpful ๐