Florida Hospital Deland promises to enhance the patient experience
I received a $10 gift certificate today along with a letter from
Florida Hospital Deland. The letter explained that as of September
2007, Florida Hospital began working on the goal of making sure all
walk-in emergency room patients will see a doctor in less than 60-minutes upon of arrival.
The gift certificate, which is redeemable at any Main Street Deland
merchant, was sent to me because of the Hospital not being able to
fulfill their “see a doc in less than 60-minutes” promise from a recent
visit.
Kudos to the Hospital for working to improve their customer service.
How great would it be if this type of attitude was common place
through-out the customer service business world.
Do we take our customers for granted, comfortable in the belief that
we are doing all our customers expect us to do and since they continue
to come back to us, we have no reason to improve? I am hard pressed
to think of another customer service business that has more of a
captive “customer” that a hospital’s emergency room. And yet, there
they are trying to make the experience, less stressful.
Hats off to Florida Hospitals and thank you for the gift certificate.
