A car rental experience from hell. Took 2 1/2 hours to complete car rental. Poor signage, walked 3/4 miles to wrong location. All systems down. Only one person registering. Hour to wait in line to get car. Gave us a car from wrong vendor. Told to drive wrong car around to front of lot. Got lost. Then no clean cars to rent. Beleaguered staff showed exemplary customer service. They made the experience possible, but we’ll still never use that company again. The e-systems didn’t work, the lot was poorly organized and they were grossly understaffed. Sound familiar? Happens in health car regularly. Customer service helps to survive the moment, but can’t bandaid bad management and poorly designed systems. Renting cars is a luxury, health care is not. Does born again customer service in health care supplant good systems and good management?
Get New Posts via Email
Your support is appreciated
Subscribe to my YouTube channel:
Search This Site
entrepreneur Blue Button lived experience magic lever Health Planning simulation cost Data community health partners storytelling shared decision making grace Politics portal Pregnancy relationships research immigrants People at the Center of Care HIT Quality Measures Just-in-Time decisions adherence disability EMR technology resilience policy Medical Record improv ONC culture medication Exercise sax Community Health OpenNote social media Pain perception health literacy Giving leadership The Quadruple Aim Simplicity questions Determinants of Health habits Outcomes Advocates Behavioral Health Recovery Fibromyalgia engagement informed decision-making Nursing end-of-life goals PCORI safety threshold haiku chronic pain caregiving grief transitions multiple sclerosis Care Partner ePatient Best health Communication fear choices care planning Rest Mentoring access innovation PHR PROM health team palliative care Standard Health Record Pharma interoperability Surveys music consent superpower balance MS evidence mindfulness catalyst employment caregivers customer service standards learning