Taxicab Confessions.

Here’s a great story that speaks to the level of customer service provided at GVMH. 

A patient from Warsaw visited our Emergency Department one night a few weeks ago and at the visit the ED physician suggested the patient return to the hospital the next day for a lung scan.  The lung scan is a procedure performed in our nuclear medicine department and it aids in the detection of certain lung problems (I’d provide a more detailed explanation but I’m not exactly a nuclear medicine expert).  Arrangements were made and the patient was scheduled to return to the hospital the next day at 10:00 a.m. to receive the service. 

The patient arrived for her visit and during the course of her test the patient shared that her daughter had dropped her off at the hospital and would be back to pick her up at 5:oo p.m., a full seven hours later!   The test only takes an hour but the patient was willing to wait for her daughters return because her daughter had just started a new job and did not feel comfortable asking her new employer if she could leave work early.

The staff explained to the patient that the hospital provides a transportation service and they would be happy to contact the service to see if the patient could be transported home.  Staff contacted the GVMH transportation service and found that the schedule was full and the hour and a half needed to take the patient to Warsaw and return to Clinton could not be fit into the schedule on such late notice without interfering with appointments of other patients.

Just when it seemed that the patient would be spending the next six hours in one of our waiting rooms reading two-year old magazines and drinking stale coffee, Phil came to the rescue.

Phil James, Director Nuclear Medicine and Ultrasound at GVMH, had planned to take the afternoon off and hearing of the patients difficulty getting a ride home to Warsaw he decided that part of his afternoon off would be best spent giving this patient a ride.  The patient jumped at the offer and away the two went.

This is a great example of the type of customer service that patients at GVMH experience every single day and this is a great story on its own, but it gets better!  On the way to the patient’s house the patient shared with Phil that she and her husband moved to the area three years ago and her husband had since passed away.  The patient went on to tell Phil that the first hospital she visited in the area was a competing hospital located in Sedalia (I won’t name the hospital but I’m sure if I were to give you three guesses to figure out the name you would – even if I told you that your first two guesses don’t count).  The Sedalia hospital suggested the patient establish a relationship with one of their physicians in Warsaw.  The patient shared that she contacted the physician’s office in Warsaw affiliated with the Sedalia hospital (I hope you realize that it was very difficult for me to type the previous two sentences and not use the word Bothwell, but I’m going to do doing my best to not name Bothwell in this blog) and the physician’s office told the patient they were not taking new patients. 

After being turned down at the first clinic she had tried to establish a relationship with the patient called Golden Valley Medical Warsaw.  Not only was she seen the next day but she has been a loyal patron ever since choosing to have all of her health care needs met at GVMH.

I appreciate Phil sacrificing his time and gas to provide exceptional customer service to this patient.  I also appreciate Phil sharing this “taxicab confession”.

GVMH provides great care and service to every patient and every once in a while the care goes from great to exceptional.  In the case of this patient a ride home and an appointment when requested were both exceptional!

About Craig Thompson

I am a young professional with two great sons, and I work in the healthcare setting. I am employed in hospital administration and serve as Chief Executive Officer at Golden Valley Memorial Healthcare in Clinton, Missouri. At GVMH we care for our families, friends and neighbors. We're committed to providing the safest, friendliest and most compassionate care to all we serve.
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1 Response to Taxicab Confessions.

  1. T says:

    Thanks, Phil, for giving up your afternoon off to provide an exceptional patient experience.

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