Voice of the Customer (VoC) and Voice of the Employee (VoE) are growing business trends used to increase loyalty, facilitate innovation, and influence critical business decisions. Listening to feedback at every point of contact throughout the entire lifecycle is critical to altering and/or developing the best possible products, services and experiences.
Having worked with vendors selling VoC/VoE software and companies deploying customer and employee engagement programs, I am often critiquing my own experiences. Last Tuesday afternoon I arrived at Chester County Hospital Emergency Room with my Mom and immediately discovered the need for Voice of the Patient (VOP). I will leave the specific details out of the blog regarding her situation, but she is much better now!
When I pulled up to the front door and ran in to get assistance, I was told I could grab a wheelchair myself. Wheelchairs are large, unwieldy and the locking mechanism is tough to figure out while stressed. Trying to get my Mom out of the car at the same time was almost impossible. Luckily, a complete stranger visiting the hospital came running over to help me and we entered the hospital without making the situation worse. (Although a video of my Mom rolling away might have gone viral! The thought of this lightened the situation for a little while.)
Our next stop was triage and then we were taken back to the admissions area where we nervously waited for two hours. I have to believe there are simple changes hospitals can make to streamline the emergency room process, effectively collect information, conduct a preliminary exam and communicate the initial assessment and treatment plan to minimize the anxiety for the patient/family.
Overall, there were many amazing nurses, doctors and other employees that provided the best possible service and support to my Mom and our family. I am grateful to them for the simplest acts to handling difficult testing and results with sensitivity and care.
With the current state of healthcare, the Voice of the Patient only goes so far, but you absolutely have to speak up, conduct research, discuss your situation in a variety of forums and be your own champion.
Tip of the Week: It’s only been two months since National Margarita Day (see https://alisonguzzio.wordpress.com/2013/02/22/national-margarita-day-cheers/) and now Cinco de Mayo is right around the corner. I just got back from Austin, TX where I had my first jalapeño margarita. Get spicy and add a chopped jalapeño to your next frozen or on the rocks concoction!