Customer Experience and Cancer?

Is it possible for healthcare providers to make “having cancer” a great experience for their customers or patients? How can something as frightful, painful and emotional as chemotherapy and radiation become a meaningful, life-saving experience? If a business can deliver a superior experience to patients with cancer, there is hope for others to deliver an excellent customer experience for the goods or services they sell.

This topic is near and dear to my heart right now because I was recently diagnosed with cancer. Currently, I am undergoing chemotherapy and radiation treatment. It took a few days to get over the shock of having cancer and to come to grips with the side effects the treatment. After that I was able to get back into a positive mindset and outlook. This is just something I have to do. I can’t think about it too much or I will lose my nerve. I need to get to the other side of it.

My doctor was 45 mins late to our appointment the day he gave me the news. Of course, I had no idea he would be delivering the cancer message to me. I thought it was a follow-up visit from the outpatient surgery I had the week before. I had no idea he was late because he was scheduling an appointment for me to see an oncologist in the same building as soon as he delivered the news.

When my doctor blazed the path for me straight into the waiting room, it showed me how much he cared. Without him taking this action proactively, I would not have engaged immediately. Instead I would have put off chemo and radiation as long as possible. I would have procrastinated seeking another opinion or other options. Cancer and its remedies were too scary for me.

Next stop: upstairs to the cancer doctor in the Northside Hospital Cancer Institute. Who knew they were going to deliver an experience to me that is blog-worthy? Their current tagline in their marketing campaign is “Built to Beat Cancer”. From the beginning, they have surrounded me with caring and knowledge. As a result, I am informed, empowered, equipped fight and to have a positive outlook.

This institute is part of a new hospital campus in Cumming, GA. The staff from all areas of present themselves as friendly, caring, professional, knowledgeable. From the admissions area, to radiology, and surgical units, to the chemo infusion suit and the radiation treatment area, it is obvious that Northside Hospital and its Cancer Institute have invested a great deal into their people and the culture. They know how to hire the right people and keep them happy and fulfilled. They know how to deliver their brand promise!

The Northside Hospital Cancer Institute has gone to incredible lengths to make this journey easy for me.  They make me want to engage and come back for treatment.

A great example is the sign in the first row of parking on the campus – “Radiation Oncology Patients Only”. I have a lot to worry about, but a parking spot is not one of those concerns.

On those days where I feel bad or have inclement weather they are removing even small complaints.

Northside Hospital Cancer Institute is taking CX the next level. I am a promoter!!!

Stay tuned for more posts about my experience with them and what they are doing to:

  • Make everything as easy as possible for me
  • Make me feel like a welcomed, anticipated and valued guest
  • Make me want to engage and keep coming back for treatments

 

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