Centre Chirurgical - Esch-sur-Alzette

Chris De Lima

J'aimerais partager mon avis concernant Dr Höhle. Impeccable. Un très bon médecin, accueillant, sympathique et très à l'écoute. Qui prend le temps pour ses patients et se soucie réellement du problème , tout en trouvant la solution la plus adaptée pour mettre le patient en confiance. Merci. Je recommande ce Monsieur à toute personne cherchant une prise en charge sérieuse.10 étoiles.

ADRUAR

Je ne comprends pas lés recensions négatives ici. La réceptionniste était très accueillante et compétente. Malgré d‘un calendrier très chargé du Dr Hoehle, elle s’arrangeait pour un délai plus court. En plus je dois révéler les compétences du Dr Hoehle, son écoute, la recherche de solutions et propositions. Merci pour votre approche.

Berry Toze

Le centre m’appel pour déplacer un rdv pour ma fille du 13.04 a 9:15 car le Dr Moussavian doit opérer, ce que je peux comprendre sans problème . La secrétaire me propose donc un nouveau rdv , malheureusement les 3 prochaines dates ne conviennent pas car ma fille est en 1iere et doit préparer ses examens. La secrétaire pousse un grand soupir d’agacement au téléphone. Je lui dis gentiment que j’entends bien son soupir et que je suis désolée et je lui explique que ma fille sera en période d’examens. Elle me répond alors froidement ‘ soit c’est urgent soit ça ne l’est pas’ ( petite précision -> il n’a jamais été question d’un rdv urgent ). Agacé du comportement de la secrétaire je lui réponds donc « vous savez quoi , je vais chercher un autre médecin « et elle réponds simplement ‘d’accord’. C’est dommage car le comportement des secrétaires peuvent casser la réputation d’un centre , et moi je vais me mettre à la recherche d’un autre médecin !

Alice

Les secrétaires antipathiques arrogantes pas possible . Faudrait revoir à embaucher d’autres secrétaires plus sympathiques qui ont le sourire .

Anicia Brito

Je déconseille fortement ce centre! Les secrétaires très froides sauf une jeune qui porte des lunettes, le docteur alors pire j’ai même pas de mots… je ne mets pas 0 car je ne peux pas!

réality _vipex

Cela fait 5 ans que je suis suivie par Docteur Brogard. Que du positif une équipe agréable.

Sara Bartolini

Sécrétaire incapable

Veronika Vaizer

We’ve got an appointment to Dr. PATRICK BROGARD scheduled by an emergency room personnel of CHEM hospital in Esch: my husband broke his arm the day before and had to come to the doctor for more detailed checkup and application of a permanent cast.

As the medical appointment experience starts from the reception, we unfortunately faced total lack of professionalism and basic empathy, compassion not understanding of the entire concept of service delivery.
The lady at the reception at first struggled to find the appointment, and was even about to send us back home.

Having eventually found it, she asked the reason for a visit and goes: “But we will not be able to apply the cast, because there is no nurse in here today”. I am still wondering what the patient is supposed to do with this information, because she only brought up these distressing news and had not offered any solution, comfort or alternative. When we asked, what shall we do (find another doctor, go to the pharmacy to apply the cast or any other solution?), she simply said “I don’t know, I am just saying. You would need to ask the doctor”.

Okay, very helpful, supportive and responsible reception service…

Moving on to the waiting room, we spent there 1 hour and 20 minutes to finally get invited to the doctor. After 1 frustrating hour waiting (we arrived on time for the appointment), we checked back with the reception how long shall be the waiting time, the response was: “I don’t know, you will be called by a doctor”. Any kind of clarifying questions (“Any approximate idea of how long we shall wait?”, “Will the happen still today?”, “Why do we have the appointments scheduled for a specific time if this time is not respected?”) were responded with “I don’t know, i am only doing my job. It’s all the doctor’s fault”.

The reception personnel seems to completely not understand the issue and the source of disappointment, rejecting any comment by taking zero responsibility for any kind of patient’s experience.

To illustrate with a simpler example, imagine you are arriving to the airport, going for a luggage drop off and the staff at the check-in counter informs you that they can’t find your reservation (despite you show them the confirmation), there is no one to put the luggage in the plane today, and they have no idea how it can be resolved, and as a cherry on the cake if the plane is delayed they have no means to tell you by how long and you should just wait to be called.

I believe we should more often put ourselves into the shoes of the person we interact with and think about consequences of our words as well as about responsibility that comes with our job. Receptionist is so much more than the person who says hello/goodbye and takes the money for the service. And when you are working in the surgical center, most of the patients you meet are in pain and looking for a comfort and solution of their issue rather than more stress and disrespect.

It is very sad that the doctor’s feedbacks are impacted by such a reception. But having him through the experience, we would never voluntary come back to this center.