I found this great article in Modern Healthcare about how the hotel business can teach hospitals about great customer service. I found a hospital in my town of Omaha, Nebraska that showed amazing customer service day in and day out. Here’s my experience:
In 2013 and into the first half of 2014 my wife and I had to spend an inordinate amount of time at the hospital. We found out last year that we were to be blessed with twins. Being blessed with twins was exciting, but it also put my wife in the “high risk” category. We were at the perinatologist for what felt like an every other week basis for the better half of six months. Our twin boys were born at 34 weeks and needed to spend a month in the NICU developing and learning how to eat. During this time the hospital was great. Prior to the birth the customer service was amazing. Our perinatologist gave us his personal cell phone and allowed us to text him personally with any questions or concerns. The office staff was supportive and professional at all times. In our stay in the NICU they provided us a room to leave our personal belongings and take naps after my wife was discharged from the hospital. They provided a complimentary breakfast with fruit, muffins, and bagels. They provided a lunch voucher for my wife each day as well. Again, the nurses and NICU physicians were first class the entire time. With neither my wife nor I having a connection to a pediatrician in town, we simply knew what affiliation our children’s provider needed be associated with. That organization earned our business in the future with their clinical competence and customer service.
