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Jackson Health System – Front Line Personnel


This is an excerpt from a real case scenario that took place last Thursday, 05/26/2010:

I had the fortunate pleasure of scheduling [the appointment was made approximately 5 weeks ago] an appointment for financial assessment and subsequently an appointment to see one of Jackson’s finest physician.

Upon arriving in the lobby area, I promptly checked in at the front desk and the gentleman quickly took my information from the letter, I received from Jackson. He entered my name in the computer, returned my paperwork to me along with a number then he told me to have a seat and someone would call me.

I arrived at Jackson at 12:09pm., for a 12:30pm, appointment. I looked around before taking my seat and realized that there were only two parties waiting before me. I smiled to myself and thought, “This must be my lucky day.” I began to watch TV in the lobby and I noticed that quite a few employees were on their way to lunch, I wondered if my 12:30pm appointment would turn into a 1:30pm or 2:00pm appointment, as the intake counselor would be out to lunch soon and I would have to wait until after they returned.

True too form, the intake counselor stopped by the front desk clerk area to advise him that he was on his way to lunch. The front desk clerk advised the intake counselor [in Spanish] that I had a 12:30pm appointment and I was waiting for him. The intake counselor, Mr. J.F., turned and looked at me, then turned to the clerk and said, “She’ll have to wait until I come back from lunch,” chuckled and proceeded out the door. Mr. J.F., returned about 1:45pm, went to his office and called me into his office about 1:50pm.

I ask Mr. J.F. if it were customary to have to wait 1½ hours for a scheduled appointment. He quickly assured me that this was my lucky day because normally you would have to wait a lot longer. Mr. J.F. looked over my paperwork and determined that I needed my income tax returns for 2008 & 2009, so therefore I needed to be rescheduled. I told him that I needed to take care of this today, so he informs me that he is doing me a favor by giving me a number to call I.R.S. and have them to fax a copy of my returns.

Too make a long story short; I left Jackson at 4:45pm, even though the information was faxed within 15 minutes of my request. My impression is that he really wanted me to leave, but I was determined to take care of this today. I wondered, however, “How many others have he so brazenly dismissed, while at the same time, doing them a “favor?”

Front line personnel can make or break a business. Where is the quality control that’s needed in a situation such as this? I must admit that I was a little disappointed in the treatment I received, especially, in light of what Jackson is going through. Jackson will never get the quality of customers they aspire too, if they are treated with little regard from your frontline personnel. This is not the time to be slacking and indignant too the very people you need to support you, but rather, this is the time to put the best you have to offer on the front line. Oh! By the way, I called the next day to make an appointment to see the doctor, the lady on the other end told me, there was nothing available until at least a month from now but call back everyday until you get an appointment.

I sincerely hope this is not what we, as citizens have too look forward to via socialized medical care. However, I’m still encouraged that Jackson, can and will arise with a new sense of purpose to the community.

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May 30, 2010 - Posted by | Medical News | , , , ,

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