Earlier this week, I had to go to the hospital to have the sort of test you can only have at a hospital because it is specialized and expensive. I arrived on time and promptly saw someone who got all of my paperwork ready. Once checked-in, I sat for about 20 minutes waiting for a technician to call my name.
When my name was called, we walked to my room and by some mix-up, there was someone already there. I was sent to another waiting room and told it would be 10 more minutes.
I felt a little frustrated, but in a cattle herding bottleneck sort of way — What’s to be done? This is just the way it is. I respect that hospitals are places with clear priorities. When I have to wait a very long time for attention, there is a karmic logic that assures me that if ever I am in need of priority No. 1 status, I’ve earned it through prior patience.
When a different and quite apologetic technician came to get me 40 minutes later, I was surprised by the fact that she validated my inconvenience. And when the departmental manager stopped by to apologize personally and ask me if there was anything she could do to right the situation, I didn’t even know what to say or what my options were. (A $5 cafeteria voucher was handed over as consolation.)
This experience has changed my mind about the rights I have as a user in a hospital, or at least this one (Durham Regional). The next time I go, I will have higher expectations of the staff. In exchange for those expectations, Durham Regional will enjoy my recommendation as a hospital with staff who really care.
Some takeaways:
- This positive observation would not have occurred without the negative situation (the room mix-up). How you respond to something negative can be more significant (in terms of loyalty and the impression you make) than preventing the bad thing from occurring in the first place.
- In what situations do your users feel powerless (a.k.a. “That’s just the way it is.”) and how might you surprise them by actually caring? What is there to lose in a situation like that? What is there to gain?