Hospital Customer Service

The Good The Bad, and the Ugly

THE GOOD:

How was your last experience in a hospital or clinic?

Did you feel rushed? How long was your wait time from the waiting room to a patient room? Are you happy with your Primary Care Physician?

At our age, most of us have, at some time, been a patient in the hospital.  And those who have lived here for years will gladly tell you what is a good hospital and which ones to avoid.  

So, what are your expectations when being admitted? This what I encountered a few weeks ago.

Surgery date was set with a specialty hospital about two hours away. One week prior, we had another 2 hour drive to get to the pre-op visit so we also drove to the hospital where I would be admitted. What did I look for? The restrooms and the floors, were they clean? Did it have a funny smell?  Next, approaching the volunteer station, all of the volunteers looked up and smiled. You could tell by her voices and actions that they loved working there as a volunteer. The cafeteria was very clean and well organized. The gift shop had wide aisles. We passed a dozen employees in their blue and green scrubs, white coats, and uniformed officers too, no one appeared to be ‘stressed’ and they all smiled when making eye contact. The patient to nursing care ratio was 4-1. The waiting rooms had coffee, soft drinks and a volunteer on standby who was going around to each family to see if they had a need. 

On the day of surgery we walked through the same doors and were again treated in a professional manner. There was always a nurse or tech with me explaining the next process. The nurse would give my husband an update every hour until I was in the recovery room. He really appreciated that gesture and thanked them when it was finally over.  After the procedure and for the next 5 days, when I pressed the call button, the voice intercom asked what I needed and within minutes, someone was there.

It was an awesome experience as the patient, even though I slept through most of it.  The customer service at this hospital was excellent in all categories.

THE BAD

A few days after being dismissed, the surgeon ordered a doppler test STAT. at our nearest Lab or hospital. When we arrived no one looked up when standing at the lab check in desk. No smiles. They noted that this was a stat test and said they’d work me in. They had lost the paperwork sent from my physician.The runner who came to pick me asked my husband to push the wheelchair.

THE UGLY

This new waiting room had a temp of near freezing. Five people ahead of me. I went last, only after asking the tech to check my paperwork as I entered the freezer. 

The table inside the scan room had no sheet. The tech was not friendly at all when I asked for one.  When finished he didn’t say he was finished, instead he just opened the door and looked at me. To my knowledge, my doctor never received the results from this test.

I can hardly wait for the survey!

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Pam Batey

Moved to Tanglewood in August 2016, with husband, Steve and dog, Maggie. Retired Paramedic, now continuing my hobby writing short stories and information in the "You and Your Health" Section of the newsletter. Active Member of Tanglewood Community Church.