Recently, I had to take a trip to our local ER. Now it wasn't anything that was life threatening just something that kind of needed immediate attention. And even though I was clearly dreading this experience I was, more or less, surprised.
The lobby was empty and the receptionist was very outgoing and full of conversation. In fact, I was made to feel so welcome that I got the impression that everyone was glad I was there. Had the visit been under different circumstances, I am sure, I would have felt the same.
But what got my attention, more than the atmosphere, was a sign posted inside the automated doors. As I made my way into the building there, on a post, hung a sign with big letters that read, CUSTOMER SERVICE along with a small description of the ER's promise of this service.
Now if memory serves me correctly Customer Service is a term, used by businesses, to ensure customers a pleasant experience while using their services. At this point I did not consider myself a customer but, more like a patient since I was in need of medical attention.
As a patient, one is filled with all sorts of emotions; fear, pain, anxiety. And for a patient there is nothing more important then the skill and knowledge of a medical team. The comforting words of a medical professional, the caring skill of a nurse and the abilities of a physician are what provide the patient the care needed.
Having grown up around a hospital, and been a patient more than a few times, I was somewhat familiar with the operation of medical care. And it was in 1969, when my father told me that I would witness medicine become big business in the future. Something I could not have imagined at the time - but, happened it has.
So what are we now, patients or customers?
When I enter a facility, for medical assistance, I am there for their knowledge and abilities. I am there to have my pain eased, my symptoms taken care of and my being put back together again. And if they smile at me and converse well, that's great. But in the meantime, I would rather they go about there job and do it well.
When it comes to customers, at our store, we are impressed to give good Customer Service so that they keep coming back.
But at an ER?
Now that's a trip, hopefully, I don't intend making anytime soon.
Talk at ya later!
The lobby was empty and the receptionist was very outgoing and full of conversation. In fact, I was made to feel so welcome that I got the impression that everyone was glad I was there. Had the visit been under different circumstances, I am sure, I would have felt the same.
But what got my attention, more than the atmosphere, was a sign posted inside the automated doors. As I made my way into the building there, on a post, hung a sign with big letters that read, CUSTOMER SERVICE along with a small description of the ER's promise of this service.
Now if memory serves me correctly Customer Service is a term, used by businesses, to ensure customers a pleasant experience while using their services. At this point I did not consider myself a customer but, more like a patient since I was in need of medical attention.
As a patient, one is filled with all sorts of emotions; fear, pain, anxiety. And for a patient there is nothing more important then the skill and knowledge of a medical team. The comforting words of a medical professional, the caring skill of a nurse and the abilities of a physician are what provide the patient the care needed.
Having grown up around a hospital, and been a patient more than a few times, I was somewhat familiar with the operation of medical care. And it was in 1969, when my father told me that I would witness medicine become big business in the future. Something I could not have imagined at the time - but, happened it has.
So what are we now, patients or customers?
When I enter a facility, for medical assistance, I am there for their knowledge and abilities. I am there to have my pain eased, my symptoms taken care of and my being put back together again. And if they smile at me and converse well, that's great. But in the meantime, I would rather they go about there job and do it well.
When it comes to customers, at our store, we are impressed to give good Customer Service so that they keep coming back.
But at an ER?
Now that's a trip, hopefully, I don't intend making anytime soon.
Talk at ya later!
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