The funny thing (or not-so-funny thing) about one's health is that it does not adhere to a schedule of convenience (for health care providers nor the Patient) nor adhere to a schedule associated with national holidays.
Recently, one of our children had a medical challenge that required the use of portable nebulizer. It happened on December 31 - New Year's Eve. It was 2:30 in the afternoon.
We have never had the need for a portable nebulizer and were referred to an organization that was part of the "health group" we frequent to acquire it.
By 3 pm, I pulled into the parking lot of the medical equipment company. The first thing I noticed was the almost empty parking lot.
As I got out of my car, I prayed... "Please be open... Please be open... Please be open..."
The door was locked tight. My prayers were not answered. They were not open.
As my hand failed to open the door, I could hear the little jingle in my head. The "jingle" was that associated with the marketing efforts of the health group that owned this particular medical supply company.
I do not believe their website language... They are there to "Improve the overall quality of life..."
"Yeah right..." I thought. "One exception... Not on the afternoon before a holiday."
Imagine... What if they actually had that on their website... "We are here to improve the overall quality of life with the exception of around the major holidays. After all... We deserve time off like you do."
Next, I called the hospital connected to the medical supply company and asked why it was not open.
Moment of Health Care Patient Customer Service truth... I would estimate that 50 percent of Patients would not have called the hospital. Instead they would have quietyly went away. They would have went away without the care they needed. The exact opposite of most medical facilty missions statements would have been fulfilled.
Therefore, an Patient or Customer Service Experience improvement would have been to place a sign on the door stating that they had taken the day off and if they were needed, they would gladly come to the office if you would just call them at the following number...
I could live with that. But the sign was not there.
My mind was racing... "Where am I going to get a nebulizer on New Year's Eve?" I thought.
I then thought... "Perhaps I will call the competitor medical supply company. Perhaps they were in the office on New Year's Eve. Perhaps I should change my health care provider?"
The person answering the phone at the hospital was very empathetic (a huge plus), listened to my concern and said, "Let me get someone who can help you."
The next thing I knew, I was speaking with someone who was "on call" from the medical supply company (nice save!). The medical supply company person on call told me could and would help (gladly) and arranged a time to meet.
I was ecstatic!
Long story short, I received the equipment I needed to take care of my child. The Customer or Patient Experience I received by the person on call was quite good.
No, I do not fault the medical supply company for taking time off. Just do not take it off unless it is a holiday. The doors should have been open.
What could the Medical Supply Company have done differently to improve their Patient Customer Service Experience? They could have posted a sign on the door sharing the phone number to the person on call or directing me to another location.
Something to think about... While this health care Customer Service example turned out well for me, it may not have. It is important to look at what went "wrong" as well as what could have gone "wrong". The reality is I was committed to receiving the expected assistance. If I had not been so persistent, the Patient Experience would have been much worse.
Yes, my child received the needed care. I was aggressive in following-up to get the care needed.
But what if I was not aggressive? What if I would have not called the hospital? My child would not have recieved the needed care and a family may have decided to move their medical care elsewhere.
Yes... This could just have been an oversight. Perhaps someone forgot to put a sign on the door. Or perhaps no sign was intended (scary).
The bottom line...
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Keep the doors open until 7 pm in order to provide working people the access they need.
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On the eve of a major holiday - keep your doors open until at least 5:30 pm.
- If you must shut down, provide contact information for on call assistance.
In medicine and the Medical Customer Service Experience, there is a serious moral obligation that goes way beyond your employee's need to take time off. Your Patients' need to have the ability to receive needed service during (at least) normal business hours exceeds the needs of any employee. Three in the afternoon on New Year's Eve is "normal business hours". It is reasonable to expect excellent Patient Customer Service Experience care even on a holiday eve. If you are unable to provide the needed care or refer Patients who arrive while your office is closed, then it is time to seek another profession or consolidate services.
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