An Actual Note

We send out Customer Satisfaction Questionnaires every month to see how we are doing at fullfilling our number one priority, exceeding the expectations of our customers.  I personally review the 8 question survey as well as the notes or comments that come along with them.  The surveys, while overwhelmingly positive, occasionally point out things we need to work on or address.

The questions are graded on a 1-5, with 5=Strongly Agree, 1=Not Applicable, standard stuff.

The 8 questions are; 1. The equipment and/or supplies were delivered on time.  2. The equipment was clean when delivered.  3. The instructions were adequate for safe use of the equipment. 4. The staff was courteous and helpful. 5. I was told who to call if my equipment stopped working properly. 6. I would reccomend your services to my friends and family. 7. My financial responsibilities for the service and/or equipment were adequately explained to me. 8. The services provided met my needs and expectations.

We use this feedback to make changes and better tailor our service and education to our patients needs, it provides wonderful feedback on a monthly basis and I treasure the comments, some more humorous than others.

This one came across my desk yesterday, Strongly Agree with everything, with the following commentary:

"It always helps to have young "hot" delivery guys.  May seem inappropriate - but caregivers need eye candy - thanks."

How's that to bring a smile to your face?  Healthcare is serious business and with all the Medicare challenges it's gotten even harder - it remains important to laugh when you can!  Rest assured our delivery staff is getting grief, and credit, on this feedback.