It’s curious how certain customer service moments stick with you. That server whose attitude made a particular dinner so great. The time a Cub Scout leader went out of his way to ensure your son learned to tie a particular knot. The clerk at a department store who made sure you found your wife the exact Christmas gift you were hoping for… And in this case the simple beauty of a nurse’s patient care before surgery.
I was propped up in bed, wearing my hospital gown, in my little curtained area of pre-op. The nurse taking my vital signs was not overly friendly or chatty, but warm and alert. I was comfortable with her. While we were speaking, I noticed a new patient (an older guy) go into the curtained area next to me. My nurse followed him shortly, telling me she’d be right back.
From the front desk to the nurse’s station in Pre-Op, each nurse or staff member had been courteous and efficient to the point where I couldn’t help thinking, “Good patient care”, “Good medical customer service” here”. I wondered how they received customer service training, or if there was a customer service book, they all read?
While going over the details with my neighbor, packing clothes, adjusting the bed, patient history, etc… he expressed a good bit of concern about where his clothes would be stored, not wanting them to get wrinkled, plus he needed more bags. He preferred his right wrist for the IV and asked that they be careful with his eyeglasses. During this, he mentioned proudly that people frequently tell him, how young he looks for his age. He was sure, it was obvious to her (the nurse) what great shape he’s in. At one point, I was amused to hear him blurt out, “Be careful where you put your hands, “We don’t want anything popping up that shouldn’t now, do we……………….?”
When the nurse came back into my area, I motioned for her to come closer. Whispering, I asked, “Tell me the truth. Are there a lot of patients my age who act like that?” She pulled back, and after a few seconds, with a slightly embarrassed smile, nodded, “yes”.
My jaw dropped and I laughed out loud. She withheld herself but grinned from ear-to-ear.
We were now fast friends.
But you know, when she went back to my neighbor, and he once again began letting her know “how sensitive he was to a woman’s touch”. She was just as attentive as she’d been before. Not flinching in her patient care for a moment, as she prepared him for surgery. Knowing he was more nervous than he would usually be. Well-aware he needed her to be “there” for him.
I felt lucky to have her.
As I think about this now and remember my own nervousness at the moment. I wonder how many dumb & inappropriate things I may’ve said at the time. Maybe that’s why she laughed when I asked if many guys my age were like that…?
No matter what, if this woman gave a course in patient care, in healthcare customer service, to the rest of the hospital staff, they along with all of their future patients would be quite lucky as well!
The Little Customer Service Book
A Common Sense Guide to Helping People
Recommended Links:
https://thelittlecustomerservicebook.com/2023/03/19/customer-service-for-boomers-vs-gen-z/
https://thelittlecustomerservicebook.com/2023/06/17/warmth-in-customer-service/
