Research & Library Blog

Keeping Everyone Informed

Alias Survery

Just wondering what everyone thinks.  Is it necessary to use alias or do you think we can use our first names? 

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September 18, 2006 - Posted by | Miscellaneous

5 Comments »

  1. I don’t have a problem with using our first names….how about everyone else?

    Comment by 001 | September 28, 2006

  2. I think first names are fine 🙂

    Comment by Cathy | September 29, 2006

  3. I agree… let’s use first names, obviously keeping in mind anyone could read it… lhs email is NOT private either! Holly

    Comment by 002 | October 2, 2006

  4. Names are good.

    Comment by Beth | October 11, 2006

  5. Well, I didn’t really want to be a mystery shopper but a bad back caused me to get an MRI last Wednesday at LakeEast. I’ve got some observations that I thought I would share. This 4 vs. 5 thing makes a lot of sense. By and large I would call my visit a good one. Friendly, professional people – but it seemed to be just missing a little of that personal touch needed to make the visit one to remember. I’m fairly certain no one knew who I was so these observations are probably pretty fair, albeit with a bit of a critical eye.

    – Pre-registration via the phone —- this is certainly convenient and pretty painless. I’d give this a 4 and a 1/2. I had to ask about whether I needed to prepare in any way for my MRI – having never had one, I was pretty clueless on the whole thing. I also had to ask when to arrive for my 3:00 appointment and I didn’t get any instructions as far as where to park or where to go when arriving at East. The women I spoke with were friendly enough, just maybe could have been a bit more perky or enthused. I realize this is probably tough at times – I’d guess it’s difficult to stay “up” all day when taking call after call. These folks probably need lots of positive reinforcement and maybe managers could make a habit of listening in to their calls more often. I got in the next day too — this was great.

    – Radiology desk – this was OK but probably only a 4. Three secretaries (I think) were having what looked like a personal conversation or conversation regarding an annoying patient as I walked up. I stood there for maybe 20-30 seconds before one looked up to say how can I help you. Not a big deal but just a little put-offing. Also I filled out a questionnaire – the same questions were asked the day before on the phone. Annoying but necessary I’m sure.

    – Radiology waiting area – very good. TV, newspaper, clean, etc…

    – Wait – very good – I was approached right at 3:00 —- right on time.

    – Walk to MRI – the tech (I think – sorry can’t remember her name) – approached and introduced herself and said it was time for my MRI. She was very nice. I do think she should perhaps have offered me a wheelchair. I don’t recall her asking this. Since I was there for a back injury – I might have liked one. Gosh, the day before I had a lot of trouble walking. I may even have refused it but I think it should have been offered. I forgot that the MRI machine is on the first floor. We took off walking and the woman explained this and a little about the test. She also asked what I was there for. She mentioned the noises I would hear and offered some information about when I could readjust myself in between the noises. I felt this whole section was a little rushed – we motored down the hall and elevator and then up went the gate and I was at the MRI station. I was introduced to another tech, hopped on the gurney and got put in the machine. I asked do you want me to take my shoes off…and I figured I’d be wearing a gown too. None of that was necessary. That’s a good thing – it just might have been helpful to know that beforehand. It’s funny too – I always thought chairs and things flying around was a danger with MRIs. It didn’t seem to be a huge concern – I was asked if my sweat pants had any metal eyelits on them. Nobody asked about a wedding ring though I had taken it off at home.

    – MRI itself – this was fine – I kept my eyes shut the whole time and listened to an Eagles album. I’m wondering if it would be a good idea to periodically break in and ask the patient “How are you doing Mr. Jones?” Or perhaps offer – “You’re almost done, only about 10 more minutes.” At about the 20 minute mark I started to wonder “When the hell is this going to be over.” I think some reassurance along the way might be helpful. Then again, maybe not.

    – Post MRI – this was OK. I asked the tech(s) if they saw anything. They showed me some of the images, pointed out one or two things, gave me my films, mentioned when my doctor would get the results and I was taken back to Radiology. I think Radiology is working on an information sheet to give patients at the end of the visit that might be helpful here. It wasn’t a traumatic experience but you’ve got a lot going on in your head – what she said in regards to my doctor getting my results went in one ear and out the other.

    – Finally, on the walk back to Radiology I asked the tech what Strive For 5 meant. She was a little sketchy on the whole thing though she did her best. Team members might need a little script on how best to answer these inquiries – though I’m sure not many people will ask.

    So there you have it. There are good people in there. It was professional enough. It was just missing a little of the TLC that would make patients (like me) give more 5s instead of just a few 5s and mostly 4s on my survey (if I was to get one). Slowing things down would help. A little more communication at introduction, when entering the MRI trailer and at the conclusion would be good ideas as well.

    By the way, the MRI shows a herniated disk. I’m feeling better though. Surgery looks like a stretch given my improvement but time will tell. I’ll never make fun of anyone having back pain ever again.

    Thanks.

    Comment by 006 | October 13, 2006


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