Tan (name changed to protect his identity) was a
chow recruit but today he was damn happy he can book out of camp. He had an appointment with the bone doctor in the morning and maybe he might still have a bit of time to meet his girlfriend before going back to camp in the afternoon.
Recruit Tan's appointment was at 9am, he decided to arrive early just to make sure he got seen on time. The clinic started registration at 8:50am and there was already a lot of aunties and uncles forcing their way into the front of the queue. When he finally recieved his queue number, it was "Room 10, 1030".
"What! Isn't the appointment at 9???" But he thought to himself maybe the number was not reflective of the appointment time. He knew he was wrong when the first number that flashed on the board was "0900". Still he kept quiet.
It was 10:40am on Recruit Tan's casio watch and he was not called in yet. The anticipation was killing him as he fidgetted in his seat. "What the hell, tell me to come at 9 am then until now still not seen!" The number flashed again "1025". "Ok, Ok next me liao!" But when "1025" came out, the number flashed "1040". Now Recruit Tan really became very
kan cheong!
"Maybe they forgot me?" "Maybe I wasn't properly registered?" "Maybe they made a mistake??"
He went up to the counter to ask, was given a cold hard stare that said "Can't you see we are already very busy!" and asked to wait some more.
The numbers jumped up and down a few more times before Recruit Tan was seen at 11:30am. The doctor simply took a look at his Xray, gave him three months excuse running and told him to go get his painkillers from the pharmacy. He came out of the consultation room at 11:33am.
All the Hokkien expletives Recruit Tan ever learnt (from his father) was going through his head as he walked to the pharmacy. "Why the Hell they make me come so early and wait almost 3 hours!" Now he got no time to go see girlfriend. Hell, he didn't even have time to eat lunch as his CSM only gave him the morning off. He approached the pharmacist with his prescription and was told,
"Please take a queue number and wait for your number to be called."
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If you haven't guess by now, I was the chow recruit Tan (name changed to protect MY identity). I had also experienced first hand the long and often ridiculous wait be it at GP, polyclinic or specialist clinics. As with the comments contributed in earlier posts, the factors leading to long waiting time can be attributed to 3 main areas: patients, doctors and admin.
Patients
1. If you come too early, you just wait longer.
Singaporeans are just kiasu. Everything also must be faster than other people. So if they have appointment at 10am, they will come at 9am hopping to be seen earlier. When they realise that they still have to wait, they will give excuses like they have to rush to work or have to fetch children from school in a hope to cut queue. But when everyone has the same excuse, who should we help???
2. Come late cannot wait, don't come don't say
Many patients come late since they have to wait anyway. When they do arrive, they want to be seen before those who come on time since their appointment time is already over. This simply jams up the queue and everyone ends up waiting longer. Worse still, those who default, do not cancel their appointments to free up the slots.
3. The Clinic Disruptor
These are people who have endless requests and goes in and out of the consultation room disregarding the fact that other patients exist. After they have been given their prescription, they leave the room only to come back for a memo and then comes back in again to ask for 2 more days MC. These people not only interrupt the consultation process but also compromise other patient's privacy with their behaviour. And YES! Head popping is also very irritating and disrupting!
Doctors
1. Bao Sua Bao Hai (Cover Moutain Cover Sea)
There is simply too little doctors to go around sometimes. The doctor gotta go for ward rounds in the morning and rush to clinics by 9am. If the round is long with too many patients, it can drag up to 12noon even. So the doctor goes to the morning clinics late, end the morning clinics late and starts the afternoon clinics late. Halfway, he may also have to attend to emergencies in the wards that HOs are unable to handle.
2. Just Late
Of course there are also doctors who goes to clinic late for no excusable reason.
3. Over Specialisation
The doctor in room 1 only sees leg problem, the doctor in room 2 only sees hand problem, the doctor in room 3 only sees finger problem. You see the problem? Suppose we have 10 patients and they can be distributed evenly over the 3 doctors, waiting time will be shorter than if all the patients have leg problems and can only specifically see room 1 while room 2 and 3 shake (their own) leg.
Admin
The REAL problem
Patients are not to be blamed. Most (like Recruit Tan) wait quietly for the doctors. We must really really thank them for their patience!
Doctors are not to be blamed. We don't like to chiong until like tat can? We also want to eat lunch in peace and not with palpitations, end the clinic early and go home early.
So where is the real problem?
The people who plan and run the clinics are not those who practice clinically there. They look only at statistics. Since on average, 30% of patients do not turn up for appointments, we can overbook the clinic by 30%. Yipee, problems all solved. But that is on average! If one day suay suay all turn up??? Then the clinics is running at 130% load. Who suffers?
Do they factor in pee breaks for doctors? Do they factor in patients who have impairment taking more time to come in and out of the room?
Yes, we can see patients in that 5 minute (or less) time frame. Only because we have no choice. Only because we are made to do so!