Being A Customer: A Personal Experience

Last week in a very well know hospital. My daughter needed an x-ray for her chest.


There were 3 people talking in the reception area, when I asked for the service, one of them turned around half way and said: “Go at the end of the corridor in the right door and somebody will take care of you.” Twenty minutes later nobody showed up, so I went back to the reception. Everybody was gone, and the secretary looked at me like it was the first time I asked for the service, she then made a phone call. They never explained in advance how the radiologist only worked certain days in their hospital. I knew about it until it was too late.

Were I satisfied with the result?

Absolutely not, I would never go back.

Would I have handled the situation the same way?

No.

- I would have approached the patient and asked what they needed.

- I would have walked the patient to the area and made sure somebody was there to provide the service.

- I would have explained to the patient the two types of x-rays the hospital handled, the price, the time to be delivered, to see which one would suit better the patient needs.

- After, I would have asked the patient if everything went all right.

- At the end I would have explained to the patient the protocol to pay for the service.