If you have been following my blog you will know that I am passionate about
- Customer care
- communication and
- Team work
It is vital in any job that you are doing when working with the general public.
When I am out I love to ‘people watch’. It might be in a restaurant, a shop, on a bus or train or in an Airport – I love to watch how people react and how good people are at giving a good service.
So, it was no different when I had to go into hospital recently for a day procedure – a colonoscopy.
Let me take you through my day and the build up to it and see if you feel that I had “good customer / patient care”.
It started 3 weeks ago when I had to phone the consultants secretary to see if she had received my referral as I had not heard anything – I phoned 2 times and left 2 messages before she phoned back and confirmed that she had in fact received the letter from my GP and went on to give me a date for my procedure. I did not find her very helpful and found myself apologising for phoning and bothering her! Why did I feel I needed to do that?
She said that they would phone me the day before to let me know what time I have to book in for my procedure.
It got to 2.30 the Friday before my procedure and I had to phone to see what time they wanted me in – the secretary still did not know – but did phone me back at 4.30 and confirmed that I have to be in for 10.30 the following Monday. Still appeared to be cold and uncaring.
The day before my procedure I had to starve from 08.00 – that was pretty hard going I must say as everywhere I looked there was food being advertised. On the telly, in magazines and every social network that I looked on everyone was talking about the wonderful roast dinners they were about to have. It was a tough day.
I woke up the next morning feeling pretty awful – I had one almighty headache and was sick – perhaps a combination of not eating and taking medication the day before.
I arrived at the hospital at 10.15. I reported at the front desk giving my name and the name of the consultant that I was seeing that day. The receptionist said that I needed to have an ultrasound and would I please go to the 2nd floor.
I went up to the 2nd floor – I went to the nurses’ station. The nurses were obviously busy and flying backwards and forwards – one stopped and asked if she could help me – I said that I had been sent up for an ultrasound – she asked my name and pointed me towards the waiting area asking me to take a seat. There were 3 other people waiting there too. One by one they went in – a nurse came along and asked my name – again. I gave it to her and she said that they would be long before someone would call me. The third person went in – and then two more people came into the waiting room. Another nurse came along and asked my name again, the two people who came in after me went in. An hour after I have arrived I was still sitting – feeling quite unwell.
Then a nurse came along and asked my name – for the 4th time! She asked me to go back down to the reception desk. No explanation given.
So, I went back down to the main desk – there was a woman (I now know was a secretary) who promptly said “oh there you are – I had to come down to see if you have arrived”. No introduction to who she was – no name badge that I could see for myself who she was – but was just ordered to “follow me”.
We then went back up to the 2nd floor – and into a different area – I was asked to take a seat and then was called in for my ultrasound. Up to this point I had no idea where I was going or why. I explained to the secretary that I had in fact been in the hospital for over an hour at this point – but no apologies to the fact that I had been sent to the wrong department in the first place. No conversation – just left sat in silence.
Then, after the ultrasound was done I was asked to go BACK down to the main reception desk and report in there. So, off I went.
Got to the ground floor, the receptionist ticked me off ‘her list’ and I was asked to go to the patients waiting room on the lower level. So off I trotted again. At this point I was getting to know the hospital very well.
I waited 5 minutes and was called – I booked in and was asked to report to the nursing station on the 2nd floor.
So off I went to the 2nd floor again – getting to know this area pretty well at this point – and reported to the nurses’ station – for the second time that morning.
A nurse took me along to the ward and asked me to get ready and pop myself into bed – she then came along and took my blood pressure and gave me an ECG – how on earth they were not both through the roof at this point still amazes me. I certainly felt pretty stressful.
I waited, and I waited – many had already gone down to have their procedure or had already had it done back up and eating tea and toast – and I waited and I waited – nothing – no one came to tell me anything.
Eventually I was taken down – it was about 4.00. I actually have visions at this point of being told they had run out of time and I would have to come back. I wonder if they have ever had a “sit in” from a patient before – because I certainly was going through this again in a hurry. I vowed I would have stayed there until they had done it come hell or high water.
I came back up from my procedure – I should have been left to rest for an hour – but after half an hour the tea and toast was there in front of me. Not that I was complaining at this point – and boy it tastes as good as those roast dinners people were talking about the previous day. If not better.
I looked around – I was the last one in the ward – the nurse then came up and asked who was picking me up – I told her my husband – she asked me to call him which I did.
The cleaners then started coming in the ward clearing up around me – I really felt like I was in the way.
5.30 came and my husband arrived to pick me up.
I was never so pleased to see him and be going home.
I was more than happy with the procedure and the consultant, but I did feel that communication, and patient care could have been a lot better and perhaps prevented me from feeling so very drained and stressed from it all.
Did I really need to go to all of the different places to book in? Had I gone to the lower ground floor first and booked in then on to the 2nd floor that is where the ultra sound and day ward was – why send patients up and down all over the place.
As a manager I certainly would be looking for a more stress free way of admitting patients into the hospital.
There certainly was a lack of communication, and in areas lack of team work – no one knew what the other teams/departments was doing – something that really needs addressing.
And to top it all this was a private hospital – somehow you would expect a slightly better service that what I got.