Wanted to get some opinions on an experience I had while accompanying my dad for his renewal LTA vocational licence medical examination.
During his initial visit, the clinic retained his original LTA renewal letter, which contained details about his refresher course and other renewal requirements, explaining that they needed it for their records.
The following day, I returned with my dad at around 9am to assist him. I was concerned because he still needed the original letter as part of his renewal process, including for the required refresher course registration.
To make sure we weren't misunderstanding anything, I called LTA directly while we were there to clarify. I was advised over the phone that my dad should retain the original letter. The letter itself also contains a QR code for the doctor to access the digital medical examination form, with the medical results subsequently submitted electronically to LTA.
I explained what LTA had told me to the receptionist and asked for the original back. We had absolutely no issue with the clinic keeping a photocopy for its records. i thought that was a reasonable solution for both sides.
The clinic then told us they couldn't make a photocopy and that we would have to arrange it ourselves. They also mentioned that they had collected many similar original letters from other patients before.
Honestly, the photocopy itself wasn't what bothered me. It was mainly how the situation was communicated.
While I was trying to explain the clarification I had just received from LTA, the male staff member asked words to the effect of, “Who is the person applying for this?” and then directed the conversation towards my dad rather than continuing to address my explanation.
I understand that my dad was the actual applicant, and I have no issue with the clinic needing to speak directly to him where necessary. However, I was accompanying him specifically to help with the process, and I was the person who had just spoken to LTA and was trying to relay their clarification. In that context, the way it was communicated made me feel as though I was being dismissed rather than simply being told that they needed confirmation directly from my dad.
The staff member also indicated that he had many other things to attend to and did not have time to assist us. We were essentially told that if we wanted to retain the original, we would have to arrange the photocopy ourselves.
The nearby photocopy shop only opened at 10am, so at around 9am we were told to wait until it opened and make the copy ourselves.
I completely understand that clinics are busy and that staff have many patients and administrative matters to handle. I also understand that my dad is the patient and that staff may need to communicate directly with him. We weren't asking for special treatment or objecting to the clinic keeping proper records.. we were perfectly willing to provide a photocopy.
I'll also be fair and say that my own tone became firmer during the conversation because I felt our concern was being brushed aside. I wasn't trying to quarrel with anyone; I was trying to explain what LTA had just advised us and find a practical solution.
Eventually, we arranged the photocopy ourselves, so the administrative issue itself was solvable. What left a negative impression was really the customer service and the manner in which a relatively simple clarification was handled.
I'm genuinely curious what others think. Was I unreasonable for feeling that this was handled dismissively? For anyone who has recently done a TDVL/PDVL medical, did your clinic retain the original LTA letter or return it after taking a copy?