We try really, really hard to be good at customer service. (This is in addition to offering very good medical care!) By customer service, I mean what the patient's experience is like when he or she calls on the phone or comes to the front desk. How well do we help each person navigate the unwieldy system in a big hospital? Often we do well, but sometimes we blow it! Here is an example of the latter:
I want to share a less than optimal experience, just so you know.
I have an appointment Thursday at Dermatology. I've been well reminded: a paper letter with map, two email reminders, and (tonight) a voicemail on the home phone. This is all fine. Clearly taking responsibility for making sure the patient doesn't forget, and doing it all automated, cost-effective.
However, I want to *change* the appointment, and that's not going so well.
Over the weekend I tried using PatientSite. No option to change apptmt.
Today during office hours I didn't get to it. Oops. So on the way home I called in. No menu option to change an appointment, but there's one to cancel. I selected that, to see what I'd get, and I got:
"The cancellation voice mailbox is full. Please call back during normal business hours."
No catastrophe - I'll deal with it, obviously - but not a particularly good customer experience.
So . . . we will keep trying to improve! We do learn from these comments, and we make changes in how we do things. For those of you out there who experience this or any kind of problem, please do not hesitate to write me.