Action line 90130 - Clinic visit

  • Published
  • By Anonymous
  • 39th Air Base Wing Public Affairs
INCIRLIK AIR BASE, Turkey --  Complaint: 

What's happened to the USAF - back in my career days WORKING HOURS were synonymous with DUTY HOURS - we worked toward customer needs NOT our own desires. It wasn't always pleasant trying to satisfy some customers but their mission needs were our first priority - I don't see that much anymore.

I just came from the clinic to give blood my doctor ordered - the sign says they don't open until 8:30 - what's up with that (they need coffee and donuts)? It goes on to say they are closed for sundry different days that are all mission related 'rewards' - we didn't have any of those in my day but I fully support them IF the unit in question is running at optimal performance. Rewards are GOOD and should be used to truly reward outstanding support.

You don't eat dinner or breakfast and you have to wait until 830 to give blood - is that customer service in the new AF vernacular! Why is 8:30 necessary? My office opens at 7:30 and doesn't close until 4:30 (we cover it fully during lunch hour even) and some time (occasionally) after that hour because several afternoons a month customers have emergencies (things they forgot to do yesterday) or at least what they perceive to be emergencies. But the fact is - we're here for the customer and the his MISSION! They really is NO other reason to be here - is there?

Needless to say I'm extremely frustrated - now I have to repeat the fasting process to complete my doctor appointment.

Forgive me for venting - I know you have far more important work to do but EVERYONE in this Wing talks about customer service constantly, we even send people to Customer College - however, few people seem to walk the walk but they ALL talk the talk and they do it daily.

My treatment at the clinic is always first rate and for the most part extremely timely. The doctors and their staff always seem truly professional and ready to go the extra mile - why is the support staff don't have that same attitude? I know like everyone else, clinic manning is short so maybe they should close the support clinics one day a week or every two weeks and do whatever it is they do for an hour every morning allowing the place to be open the same hours as all other mission providing facilities.

I apologize for any inconvenience this e-mail causes but feel like if customer service is truly important maybe it should be demonstrated NOT simply communicated - and not just on a particular day (when you feel like it) BUT every working day of the mission year!

Response: 

Thanks for taking the time to write. I think maybe a few things have changed since back in the day. 

PT is a big part of our Air Force and we include PT time as part of the duty day (as often as possible), exact times when PT is conducted is determined by the organization. For the MDG, they do PT three mornings a week and the other two mornings they do training. Their PT duty hours start at 0630 and their training days start at 0700, both of which are apparently before your duty day starts. 

I know that fasting until 0830 is inconvenient--I hate going without my morning cup of coffee that long as well--but given the very small amount of personnel visiting the lab at that time of day, I believe the slight inconvenience is worth it for the organization. I hope your unit does PT as well and you are able to take part. 

I do appreciate your recognition of the hard work our clinic personnel put in and their excellent service. Given their manning, like other units, they do a great job supporting the community. 

Thanks again for writing and we appreciate all you do for Team Incirlik.