Hey, hey, hey. Seems like I’m on a streak of likes instead of vents.
This like goes out to North Shore LIJ Hospital. Why? My 9 month old some had a minor procedure there about a month ago. Too be honest, no small procedure is without worrying from a parent. In my nervous nelly opinion anyway.
For me, with hospitals, or anything health related for that matter, the seemingly little things make a huge difference. It amazes me how many ignore the little things. Maybe I’ll cover that in another post.
So what little things did North Shore LIJ do to ensure we were comfortable and ensure us that our son was in good hands?
First, the person who called the night before for the pre-surgical instructions was thorough, patient, and polite.
Second, the staff on hand in the lobby were polite, helpful and laid out the expectations on what we should do next.
Third, the waiting area was clean. Almost spotless. I’ve seen too many hospitals and doctors’ offices with dungy waiting areas.
Fourth, I saw how pleasantly the staff was treating every patient that came in.
Fifth, the nurses were polite and thorough. Both before and after the procedure.
Last, the doc was nice too. Which we had known before going to the hospital.
To me, if they are that attentive to the little things, the big things are a given. I was reassured by a confident, friendly staff–up and down the line. Plus it’s nice to deal with people who appear to like what they are doing and where they are working.
It doesn’t end here. A few weeks ago we got a detailed survey in the mail. Constant feedback, which they obviously address.
We’re not through… An apparent billing snafu is currently being addressed. My wife commented on the experience with the call to their billing deptartment as pleasant. Billing department, pleasant, and hospital are usually never in the same sentence!
Thank you again North Shore LIJ.
Hi Matt: Thank you for your kind words about North Shore-LIJ. It’s always good to get feedback — good and bad — but it’s certainly much more gratifying to learn about positive experiences involving our patients and their families.
Also good to hear that we resolved your billing issue in a timely manner — we are currently running a 98 percent satisfaction rate with billing-related inquiries, which is obviously a good sign.
I hope your child is doing well.
VP, Public Relations
North Shore-LIJ Health System
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