(Unrelated photo by Graham Mitchell)
Did you have an unsatisfactory customer service experience with the Geisinger Health System in Pennsylvania? Unlike a lot of hospitals, Geisinger is actively thinking about the patience experience as a customer one. It's created an app that lets customers voice their dissatisfaction and get refunds when they've met rude, careless, or otherwise inadequate hospital employees. The Washington Post reports:
One 49-year-old patient received a $210 refund in February after an appointment left her in tears. “Pt felt like they didn’t care and did not have her best interest at heart. Pt. stated she came to Geisinger b/c she trusted us, she has no trust now,” according to the financial authorization for the refund.
Karen Hull was upset, too, and not just over the chicken panini that took hours to be delivered after her successful surgery in January. Several weeks earlier, the Geisinger Medical Center finance department had blindsided the 46-year-old dental hygienist with a call for a “down payment” on her operation, for a herniated disc that had caused crippling pain.
“I remember thinking, it’s not like I’m going to skip out on my back surgery,” she said. She wound up paying $100 toward her $2,375 co-payment.
After she got home, she asked for a $150 refund — an amount that reflected her distress but didn’t make her look “hoggish.”
It's a novel approach to hospital care. But health care executive Ceci Connolly says that it shouldn't be:
“It is sad and ironic that a business that has decided to listen to its customers and be responsive and even occasionally refund some money is considered so out-of-the box,” Connolly noted.
-via Marginal Revolution
Comments (2)
Reader's choice. We are unlikely to actually know, after all.
Can the next list be 'Who took the longest to die.' or some such.
Sometimes I just couldn't be bothered to sign in for these.
Yeah, the Iraqi invaders sure proved themselves to be total terrorists when they fought the brave US soldiers that were defending their homeland.
Those darn Germans. Ancient history.
This is best illustrated by our glorification of our fiercest bloodiest fighters.....
Wheeeee real Neat these killers!
Probably the first time I actually agree with you. They were defiantly strict times for everyone not in control of the situation. My grandfather on my mother's side fought for the side of Hungary, because if he didn't, he was shot and killed as a traitor. A more interesting story with my dad's side is his father trained as a pilot for Germany in WWI, and fought against Germany for Canada as a pilot in WWII.
Oh crap- We're humans and that's what we do.
Up to 2000 kills in a few hours during the landing in the Normandy.
Hitler didn't kill 6 million people. Any idiot can order the death of someone.