Many of my blogs have been about customer service because I like to tell the good, bad and ugly stories I have had.
Last week, my husband had day surgery at Lahey Clinic in Burlington to remove his ornery kidney stone. The overall experience was fantastic. I find that Lahey is very well laid out and organized. Parking is a pain, but I am not sure how they could improve that except to lower the age by a decade of their visitors and patients, since the 2 mile an hour speed in the parking garage makes for long lines of traffic trying to find a spot.
The check-in for surgery was easy and I left my beloved there to go finish grocery shopping for our impending Christmas celebration in VT. At check-in I said I would be out and about and would like it if they would call my cell phone. The doctor would call my cell when the surgery was over and the recovery room would call when I could come visit him.
I finished my shopping and decided I would rather wait at the hospital and given the timing they had told me, I would be waiting about an hour there. The family waiting room is in the basement of the hospital right near the operating and recovery rooms. That makes a lot of sense. What does not make sense is that there is no cell phone coverage there.
I told every hospital employee that I encountered that I was not at home but was waiting in the family waiting room, and that means I told about 10 people in my 2.5 hour wait.
Every 5-10 minutes a doctor would walk into the family waiting room and announce a patient name and then leave with that family and discuss the surgery privately in the hall. Also every 45 minutes a recovery nurse would come into the waiting room and go around the room asking if you had any questions. All three times I said yes, I wanted to make sure the doctor knew I was here not at home. The last time she said, "Yes he is out of surgery but usually it was 45 minutes before family could visit." I knew he had been out for longer than 45 minutes, because the really nice monitor of all the patients first names and last initials, indicates what stage the patient is in and that had been 75 minutes not 45 minutes. I did not argue with her, and I knew it would be another 45 minutes before anyone came back in.
My grip about the family waiting room is that the person is not sincere who kept coming in. She was going through the motions, and got defensive when I said the second time, that I was in the family waiting room not at home. The doctor NEVER got the message that I was in this room. She left a voice mail right after the surgery BUT you don't get cell coverage in the family waiting room, and you cannot leave there in case that is the 2 minutes when YOUR doctor comes in looking for you. I did leave 3 times to use the ladies room right down the hall, but did not risk going up stairs in case I missed someone looking for me. I knew he was in recovery, but I did not know the surgery started 50 minutes late. People are anxious waiting for family post surgery so please over-communicate not under-communicate. They are doing their best to try to communicate to families but there are a few improvements.
One funny aside, as one family member stepped outside the waiting room there was a robot moving down the hall and she kind of freaked out. As she said "We are anxious enough, but to step in the hall and see the robot moving in front of you is kind of freaky." I am not sure what kind of machine it was, maybe paperwork, maybe a cleaning machine but it was pretty funny to see.
Improvements for the family waiting room 1) get cell coverage, in this day and age you have to be able to use a phone there. If this is not technologically something we can do then I am very disappointed. As an aside, there are parts of Lexington where I don't get coverage so maybe I am just being an eternal optimist on this one. 2) Be sincere when you come into a room of family waiting for their loved ones who have just gone under the knife 3) Have one log where you can update the status of waiting family and communicate this in the patients record rather than on a piece of paper you fill out when you initially register, which apparently you can never update again.
Now for my biggest grip. The recovery nurse was wonderful. When she was telling me about the drugs Rod would be on post surgery she made sure to tell me everything she told him, because he was dozing and woozy and would not remember what he had been told. She said, "The pharmacy up stairs is very slow! Let me call in your prescriptions!" Which she left immediately to do. I went up 20 minutes later, and they said 15 more minutes. I was trying to make it so that we did not have to wait up there with Rod dozing in the wheel chair in the middle of the pharmacy department. We went up 45 minutes later to pick them up quickly from the pharmacy and head to the car and then home. THEY STILL WERE NOT READY! I asks how long. 5 minutes. Apparently we were on pharmacy time and 15 minutes later they were still not ready. I went up to window and asked for them back saying "I am going to fill them at Walgreens". Suddenly they were ready. I was pretty snarky (really snarky is not a word when I did a spell check?) at this time and said "If I were you, my main objective would be to get them filled quickly so patients who had been operated on 4 hours earlier could get home to bed and not wait in a wheel chair in the middle of the pharmacy area." "That is my goal too" she said. "Really?" I said, gesturing to Rod dozing in the chair.
Their own peers know they are slow and I might add, not customer focused and they are defensive. The original person I talked to insisted on the paper copies of the prescriptions before she would even start, which I agree with, BUT recovery had called them in (their process) and when they call them in you only need the paper copy to pick them up.
OK, rant over.
Rod is 4 days post surgery, nearly back to normal and this whole kidney stone episode is almost behind us. Lahey is general gets an A- from me. Almost everyone we met was friendly, polite, concerned, and efficient. I think their organization and processes are very good EXCEPT for the family waiting room process and ALL of the pharmacy employees. I repeat, even their peers know they are slow and not efficient.
