I have been attending Kohnen for 6

I have been attending Kohnen for 6 months now due to my son's equinovarus clubfoot, which requires a splint. During my first visit, the welcome was very warm. However, after two weeks of waiting, the wrong splint was ordered due to a seemingly unclear prescription. I thought this kind of error could happen. On the second visit I was given new shoes for the splint, with additional plastic reinforcement. I was assured this was normal, but neither my son's physical therapists nor the doctor had seen this type of shoe before. After checking, it was in fact a special model unsuitable for my son's problem. Today I went back to Kohnen's house. I presented the prescription and the CNS card to the reception, but the lady immediately reprimanded me saying that she did not need the CNS card. As she read the prescription out loud, she paused, so I kindly clarified that I needed Ponseti shoes in size 2. She interrupted me sharply by saying "YES, I'M READING ". Given the previous errors, it seemed important to me to clarify my needs to avoid any confusion. I was asked to sit down while waiting for the shoes to be brought. When she returned, the lady told me that if I needed the bar adjusted, I needed to make an appointment. I replied that physiotherapists usually take care of this, but she interrupted me abruptly to insist "I SAID!! IF!! YOU NEED". Shocked by his attitude, I simply nodded, took the shoes and left. I understand it was 9 a.m. on a Monday morning, but when working directly with clients, and particularly with people who have health issues or caring for those who have them, knowing that those people have other concerns, it is unacceptable to have such an attitude. A suggestion box is of no use if staff lack basic service skills. After 6 months, I still don't understand why CHL insists that we get our splints from Kohnen.

Date of experience: July 19, 2024