This is a continuation of last week’s blog about my mom’s trip to the Emergency Room http://wp.me/pFwfG-mK
From the moment I heard the voice on the other end of the telephone, I felt reassured and at ease. The caller immediately introduced herself to me as EMT Kathryn. She was calling from my mom’s assisted living facility, where she worked. Kathryn explained calmly and clearly that my mom was being taken out of bed in the middle of the night and would shortly be transported to the nearest ER. She further explained in detail how she was following the living facility’s instructions per its policy pertaining to infectious diseases. Kathryn was compassionate, extremely empathetic and eager to find a solution to what she knew was an extraordinary situation that did not fit entirely within the facility’s policy. She took the time and effort to note my name and confirm my telephone number, so she could get more information on her end and call me back with an update.
From the moment I heard the voice on the other end of the second telephone call of the night, I felt attacked and in trouble. A few minutes after talking with EMT Kathryn, the facility’s RN called. He was extremely rude and abrupt. He showed no compassion, was adamant about following the rules, abandoned all common sense, and considered absolutely no other options to resolve my mom’s atypical situation—like calling his boss for confirmation or my mom’s doctor for clarification.
From the moment my husband and I arrived in the Emergency Room, we were given full and immediate attention. Two EMTs and a nurse warmly greeted us and introduced themselves outside my mom’s room in the ER. The three emergency staff carefully explained what was happening. While they couldn’t understand why my mom was there, they did re-assure us that she was fine and would be sent back to her facility shortly—after running diagnostic tests to confirm their suspicion that she was not infectious. Not surprising for a Saturday night, the tests and results took FOUR hours. Throughout the night, however, the EMTs, doctor and nurses were extremely kind, caring, and service-oriented. When my mother answered questions and explained injuries, the nurse would stop typing on the computer, would look at her and say with all sincerity, “I’m sorry.” Not only was the nurse attentive and caring to my mom, but he was extremely patient with ME and my “goofy” (stress induced) antics. We felt like he was a friend and ally.
These caring and compassionate medical professionals turned a terrible Emergency Room experience into an exemplary service suite experience, much like a concierge, that we will remember with pleasure. They created a story that we can tell (and blog about to) our friends, families and clients.
Strategies that Turned it Around:
Here are some things that the EMTS and RN did that eventually made our experience great:
- immediately introduced themselves by name
- reassured us we were in good hands: before leaving, an EMT gently touched my mom’s shoulder, used her name, and told her she would be taken care of
- explained procedures thoroughly and without using medical jargon
- showed compassion and empathy throughout our stay
- did not appear to be rushed or bothered by my mom or my silly antics
Remember: Most people don’t enjoy visiting the doctor, more so, the Emergency Room. With exemplary service, health professionals can turn a seemingly bad situation into something that is remembered without dread or fear.
When was the last time you experienced exemplary service from a medical professional? Please share in the comments section below.