Would you recommend this hospital?
Would you recommend this hospital?
When I turned 40 last year, there were (at the very least) three fairly typical milestones that I had never experienced myself:
- Never watched the movie Titanic from start to finish
- Never been on a proper first date
- Never been admitted to hospital
If this is also true for you, please let me know by replying to this email!
Last week one of these changed: I had to be admitted to hospital to have a fairly straightforward procedure done. It is not something I was excited about or was looking forward to. It was done purely out of necessity. But I have to say that, all things considered, it was a pretty exceptional experience.
Weird thing to say, I know.
The main reason for this was simple: The people who work at this hospital were brilliant – in their capabilities and their humanity. Thinking back to all the people I encountered in chronological order:
- Teresa the lady at reception who helped me complete the admittance documentation
- The porter who showed me to the correct floor and wing
- Nurse Zizi who received me there and helped me prepare for the theater
- The doctor who operated on me reassured me and answered questions before the procedure
- The anesthesiologist who did the same and threw in some trail-running chat as an added bonus (pretty sure I ended up paying for that)
- The guy who wheeled me up to the theatre, making jokes along the way
- The assistant surgeon who stopped by for a chat and some more jokes in the theatre waiting area
- Two or three other people who work in the theatre made sure I was calm and comfortable before kick-off
- The theatre nurse who woke me up after the procedure, from what I thought was the best afternoon nap of my life
- The security man at reception who validated our parking ticket with a warm smile and a “get better soon sir” on our way out.
They were exceptional—every single one of them better than they had to be. I went in expecting an adequate experience (survival would have been fine), but this left me impressed. Every one of these people was competent, caring, and switched on. You genuinely got the feeling they wanted to be there.
A couple of days later I received a survey asking me for feedback. It ended with “How likely would you be to recommend this hospital?” As an idea for a fun day out, I would still not recommend a hospital but this one came pretty close to ticking the box.
When was the last time you experienced this as a client, visitor, or patient at any establishment? Do your clients experience it when they interact with the business you represent?
Creating an exceptional experience starts with your people. If you are concerned that your customers might be missing out, get in touch. We work with organisations of any size or industry to foster an employee experience that enables a better experience for your clients. We would love to hear how we could add value to your life.
If you would like to know how we help organisations and teams create exceptional experiences, get in touch. You can reach us at info@purposeworks.co.za.
At PurposeWorks we are all about Making You and Your Work Rock. Our focus is on Organisational Health and Design, Employee Centered Culture, Leadership Development and Performance Coaching. For more information on how we can help you create a work environment that rocks, develop a great team, become an inspiring leader or unlock your personal excellence talk to us at info@purposeworks.co.za.
