41.6 F
Thursday, June 30, 2022

Customer Service and Innovation

John A. Wojtecki
Doctor John A. Wojtecki has 45 years of experience in Human Resources, Safety, and Training serving the toy, food, plastics, steel, and office furniture industries. John operates his own consulting business and is a Certified Facilitator in Real Colors. He is a volunteer with the Quad Cities Mediation Service. He posts monthly on his LinkedIn account.

Muscatine Living

Recently, I had a medical procedure at a local hospital. This is a procedure that I have had many times over the years. Fortunately, the results of the procedure were good. I am well, and although the preparation for the exam was difficult, I had a positive experience worth sharing with you. My last procedure was three years ago. My, how the patient experience has changed! I noticed a wonderful example of innovation to better the customer experience.

My first impression from a customer viewpoint was positive. It appears that medical facilities have made an effort to remove parking fees from the patient experience. I noticed, in the news, that the University of Iowa no longer charges a parking fee at the university hospital. This facility also no longer charges.

As an outpatient, I was welcomed at the desk that was perhaps twenty feet from the entrance. No searching for outpatient registration. When registration was complete, one employee from the front desk walked me to the elevator, and we proceeded to the second floor. On the second floor, we were met by a patient services person. She escorted us to the room which would be my headquarters for the procedure.

I noticed every employee I had contact with asked me my name, date of birth, and even middle initial. While we walked the floor, I noticed what appeared to be a silver blanket on each of the beds. The silver blanket looked to be made from fabric similar to that of an astronaut suit. I knew I would be asking, and it would be material for sharing with you.

Intake of my personal information was much the same as before. Those gowns have not changed. For someone willing to innovate, the hospital gown is a perfect opportunity for a creative entrepreneur.

As I found myself getting as comfortable as I could be while waiting for the anesthesiologist and doctor to appear for their usual meet and greet, a staff member asked if I wanted a warm blanket. In hospitals, I do like to be warmer, just a personal preference of mine.

Of course, I said yes. From the wall behind me, there was what appeared to be a hose similar to a dryer vent hose. The staff person hooked the hose up to the silver blanket and pressed a button on the wall.

I instantly felt continued warmth. In previous hospital experiences, blankets were warmed. They felt pretty good, but the warmth was short lived. The continued warm air that was forced under the blanket now kept me toasty warm. The forced air was non-stop. What a neat innovation for the patient! Here is a perfect example of a patient care issue. Someone used a creative approach to help the patient get and stay warm while waiting for the medical staff. Despite the difficulty of the situation (having a medical procedure), here was something that helped this patient with their experience. Kudos to someone for addressing an issue with a most creative approach – innovating to helping keep patients warm.

Latest News

Goodwill Helms Career Center offers job search assistance

MUSCATINE, Iowa--Whether people have started the search for their first job, would like to change careers, or reenter the...

More Articles Like This

Muscatine Today

MTS- Brandon is here to talk about Fat Cat

Today on the show Scott Schultz from Impact Fitness and Nutrition is here to talk about more healthy fitness tips. Then if you are looking to get your car cleaned up from the winter listen to today's show to learn about a business in town that can help you with that and more..... Thank you to our show sponsors: Harpers Cycling and Fitness, Beckey Insurance, Muscatine Power and Water, RIVO Plumbing and Heating, ImpactLife Blood Center, Lutheran Living, Toyota of Muscatine, Impact Fitness and Nutrition, Sun Tan City Muscatine, Real Estate Resource Associates, UnityPoint Health Trinity Muscatine and Hy-Vee Muscatine #muscatinetodayshow #goodmorningmuscatine #KindnessIsFree

DMSN Broadcasts

Manta Rays Swim

Join us as the Muskie Boys Basketball team hosts the North Scott Lancers! Watch Your Way: DiscoverMuscatine.com Discover Muscatine Facebook Discover Muscatine YouTube DiscoverMuskie Twitter Muscatine Power and Water Cable Channel 3 Brought to you by Muscatine Power and Water, Muscatine Lawn and Power, Hy-Vee, Bayer of Muscatine, First National Bank of Muscatine, Affordable Metal Manufacturing, Eastern Iowa Power Washers, Arty’s Ice Cream and Grill, Rivo Plumbing and Heating, Riots and Rebelle’s Salon, Bickford Senior Living, Let’s Eat, Muscatine Community Y and the Youth Sports Foundation. #DMSN #MuskieSports #Muscatine #MuskieSchools #basketball #prephoops #prepbasketball

Talk of the Town

People you should know: Mobile food pantry volunteers!

The River Bend Mobile Food Pantry is held 11 months out of the year in the parking lot of the Muscatine Community School District's...

Muscatine Area News

Goodwill Helms Career Center offers job search assistance

MUSCATINE, Iowa--Whether people have started the search for their first job, would like to change careers, or reenter the workforce after taking time away...