Coming Up on talk to deBBie

Yesterday, I had the privilege of speaking with the Chief Medical Director and Chief of Surgery Akinoso Olujimi Coker at Lagoon Hospitals and learnt from him challenges they've had with managing patient experience/customer service and what they have done/are doing to improve.
Guess what? You get to hear it too! Medical Director Lagoon Hospitals Ikoyi Tagbo Azubike will be #talkingtodeBBie!

Have any good, bad or ugly hospital experiences you want to share or questions? You can share your comments here or visit https://talktodebbie.blogspot.com

Tag a hospital to spread the word and don't miss this Saturday's talk on NTA.

YouTube channel coming soon.

#cxrevolutionNG #talktodeBBie #customerexperience

Comments

Arrogant, Cold & Unwelcoming

... Then ... the waiter came for our orders. She stood there so impatiently and seemingly scornfully while we were trying to make our choice. We settled for fish and chips but we needed to be sure how much to order so we asked a simple question "how big is the fish? would one be enough for 2 people for instance" and she responds "Just as it appears in the menu book". We tried to make her understand our question but instead of trying to advise and convince us on what to buy, she simply coldly stuck to her response..."Just as it appears in the menu book". Of course we walked out immediately. Details of Experience Shared What is the name of the product, service or company? Lounge 38 How would you describe your experience? Poor Please share details of your experience. Friday 28th Sept, after close of work, I and 2 other friends decided to have a brief hang out before heading home and we decided on Lounge 38 on Bode Thomas. First impression on ...

Patient Experience at Eko Hospital

The experience a customer/patient has at a hospital is hinged on the quality of not just the specialist health care service he or she receives but also on the quality of his or her service experience. In the experience shared below from a customer/patient at Eko Hospital, what was negatively impacted was the quality of his/her service experience and I will break this down in more detail as well as share what Eko and other hospitals in Nigeria can do to make sure they manage their patients' experience properly in line with their wait time to see a consultant. STORY SHARED "...I have been looking for an opportunity to vent about my last experience at Eko Hospital, Ikeja. I woke up one morning to meet an early appointment, got their before 8am but left at about 12.30pm without seeing the Consultant. What a waste of time. I wonder how many patients have lost their lives out of this level of carelessness on their part. I rate them 0/5" My Perspective. In reviewing ...

Brilliant Marketing Material #ValueProposition

Love it when brands tell their stories from a customer's/value proposition perspective. Understanding what is important to your customer and drafting your marketing communication in line not only attracts customers to you, it also forces you to look inwards at your operations so that when new customers come to you, their expectations match the actual experience. Zenith Bank Plc I hope your business processes align **wink**

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