Unpleasant experience at Singhealth polyclinic

I brought babywye for a scheduled vaccination last month. For both herself and yx, most of their vaccinations were done at Tampines Polyclinic, so you could say that we are very ‘experienced’ patients. However, this time some very unique incidents happened and they left me feeling perplexed and curious. And the story actually ended with an apology call from Singhealth’s manager. What exactly happened?

(Before I begin, I must declare that I absolutely mean no harm, nor do I harbour ill feelings towards healthcare workers! I’m even in awe of what they do and a huge admirer of their determination and dedication especially during this covid-19 pandemic.)

So on that fateful day, when our number was called, the two of us entered the vaccination room. When I sat down, I passed babywye’s health booklet to the nurse. She looked like she was in her 30s. Flipping through the pages, she asked me, “So, what jab do you want?”

I was immediately taken aback! I initially thought she was joking or making small talk? I replied, “Err… this is the first time I’m being asked this question. My appointment is scheduled and the details are penned down (referring to the type of vax), aren’t they?”

The nurse explained that some parents have differing choices of which vax to be taken, and not. Okay, I can understand this. Later, we proceeded and she administered 2 nos. vax (as planned) to babywye. Quite professionally done, I give credit where it’s due.  

Finally, she opened the door so we can leave. I suddenly felt something unusual about that day’s procedures – the paracetamol! At the door, I turned around and asked the nurse, “How come you didn’t ask me if I needed paracetamol?”

She didn’t look the least surprised. She smiled and asked politely, “Do you want panadol?”

I declined. 

I left the polyclinic with more questions surfacing to my mind. I was curious the procedures today were not as thorough as the usual vax sessions, the following were lacking:

- Height and weight and head measurement were not taken;

- Nurse did not share side effects of the vax (for e.g. after receiving a chicken pox vax, to observe for red rashes that could appear within 2 weeks);

- Nurse did not ask me to wait outside and monitor for allergy/effects for 15 mins;

- Nurse did not ask if paracetamol was needed (mentioned in earlier para);

- Nurse did not share if any payment was required.

I pondered over the questions for the next week or so. Finally, I left a feedback on Singhealth’s feedback channel on its website about 10 days later.

Now, judging from my previous experience of making/rescheduling appointments on Singhealth’s feedback channel, I didn’t think they’d reply me quickly. But, they did. The next day, someone called me to confirm the particulars that I had provided. And the following day, the nurse’s manager called. We spoke for half an hour.