We apologise for not being timely in responding to Mr Koh’s request for a medical appointment. This was due to an overwhelming volume of e-mail requests we received during that period coupled with a shortage of manpower due to absenteeism.
Our usual response time is within two working days.
However, we are glad that our call centre was able to assist him in a timely manner for his appointment booking despite the delay in the e-mail reply.
We are currently looking to automate bookings of straightforward outpatient clinic appointments, which will make the process more efficient in handling large volumes and allow our staff to manage more complex requests.
We thank Mr Koh for the opportunity to explain this and wish him the best of health.
Lim Chee Tiong
Director, Patient Support Services
Singapore General Hospital
