Don't be part of the problem: thoughts on data and customer care...
cmw.osdude 120000QT77 Comments (2) Visits (2453)
Last Friday my wife broke her arm. She's OK, but it's involved a good deal of interaction with the modern healthcare system. Yesterday she had surgery to install a plate to help the bones heal correctly. It's all straight-forward and things should be fine, but it has created a good deal of chaos. The experience had some negative sides which added fear and uncertainty in places where it was not necessary, partly with the way that our data was handled. Here's video I shot of my thoughts while I was waiting for her to get out of surgery.
She came out fine and the adventure continues, but this sort of thing really impacts people's confidence in the service they receive. It also impacts your ability to provide service by creating loops which heighten frustration and emotion when it could be helping to make people more efficient and effective.
Today I'm helping to take care of her so I won't be producing much else. I thought I'd share this in "the moment". Later on I'll be able to look at it more logically. Right now I'm immersed in the humanity of it. I suppose that every service should be focused there.