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Thursday, June 20, 2013
Is Customer Service and Patient Service any different?Posted Tuesday, October 18, 2011, at 8:21 PM
Some companies seem to make you beg to get good service, while others make you feel guilty for taking advantage of them because they work so hard to make you happy. We can probably all think of some examples.
Is the same true in the medical field? Obviously I think so, or I would not be bringing up the question. I am in the market for a new general practitioner/family doctor and the reason is not medical expertise but customer service.
Maybe some well established practices need to re-evaluate their office policies, their way of viewing patients, or should I say their "bedside manner" even though few visit your bedside unless you are in the hospital.
I was hit by a mean intestinal virus last week while in Memphis. I could not leave the motel room for a few days and on the third day made a run for home.
Several times on the the way I called my local physician to see if they could squeeze me in. I was in pain, nauseous and felt like giving up. Bad virus.
I arrived 12 minutes after they said they stopped seeing patients. They would still be there for another 45 minutes but they could not see me. The doctor had an appointment after clinic hours and apparently his instructions were "no exceptions". I wish doctors considered OUR appointments with them so important.
I understand that we sometimes shout WOLF for a splinter, but I had not eaten in three days and was laying in the hallway waiting for an after hours clinic to open, but they could not see me.
Remember I mentioned sometimes feeling like you had to beg to get good service? I begged all the way from Memphis and at their counter as well. It did no good. Their opinion was that if I felt that bad, I should check into the hospital.
Many of you know what the hospital charges look like, so I decided my funeral would be cheaper. Besides, I was not in my right mind any more anyway.
My first name was given to me in honor of our family doctor, Dr Steven Stanowicz. I bet you can guess that doctor Steve never turned us away during non-office hours.
My father did not have a job when my mother was pregnant with me and they already had 3 other children. I was a surprise. He had no money to pay for her pre-natal care(or mine)so Dr. Steve gave him a job.
I will grant you, Dr. Steve was a tired man at times, but he managed to be our high school team physician and I remember seeing him all over town with his family, so he had a personal life as well.
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Steve Mills and his wife have one daughter and live on a farm outside of Bell Buckle. They previously owned two coffee/ice cream shops, currently operate an internet sales company and teach classes, but his primary job involves the paper industry worldwide. Hobbies and interests lie in gardening, photography, recorded music and of course, their pets.
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