My daughter broke her arm this weekend and was seen at a small, rinky dink urgent care, got an x-ray and splint, and received very kind and compassionate care. There was only a PAC and RN on duty.
The next day, when the dust had settled, I proceeded to try to navigate the uncharted territory of figuring out what orthopod to take her to. The urgent care, meanwhile, is closed during the day, they are only open after clinic hours. They had told me that they were sending the x-rays down to the hospital to be read by the hospital radiologist. Of course they refered me to the one orthopod employed by the hospital.
To make a long story shorter, I spent the day trying to get her in as soon as possible, dealing with three separate ortho doc offices, trying to track down where the x-rays were, etc. Even though I'm a nurse, I was still an anxious mother, and I didn't know exactly how the system worked and needed assistance.
I encountered some rather surly front desk people and some helpful ones. Some front desk people seemed highly inconvenienced by my questions and need of help and guidance. I was surprised, also, at how some of these people at the hospital run clinic didn't seem to know how their own place functioned. The clinic and the urgent care are run by the hospital and they don't seem to have any way of communicating or co-operating, even though they are right next to each other.
The nurse/phone person at one ortho doc's was, on the other hand, compassionate, helpful, informative, and pro-actively assisting me to get my hands on my daughter's x-rays, even if I was going to take them to an out of town doctor (If I could get in that day). What a difference!!!
My conclusion is, knowledgible customer service is vital in healthcare! Healthcare consumers are anxious and stressed out, and they don't know how to navigate the system! Any one who works in a capacity of answering their questions should not act inconvenienced but should be helpful!
Specializes in Cardiology, Oncology, Hospice,IV Therapy.
I one time had an excruciatingly painful root canal and was so shaky when I was leaving that I had a hard time writing out the check to pay my copay. The receptionist kept loudly sighing and tapping her pen. I was so shook up and humiliated that I never went back there.
I one time had an excruciatingly painful root canal and was so shaky when I was leaving that I had a hard time writing out the check to pay my copay. The receptionist kept loudly sighing and tapping her pen. I was so shook up and humiliated that I never went back there.
Sue Damonas, BSN
229 Posts
I one time had an excruciatingly painful root canal and was so shaky when I was leaving that I had a hard time writing out the check to pay my copay. The receptionist kept loudly sighing and tapping her pen. I was so shook up and humiliated that I never went back there.