Wednesday, August 22, 2007

Beaumont Hospital is a top ranked hospital with several locations around the Detroit metropolitan area. They are using customer service to increase sales.

Most medical practices and hospitals provide very low customer service and often give the impression that they are above the need to be "nice" to their customers. Not these guys! Beaumont Hospital is exemplary in their dedication to providing customer service.

A short while ago, a friend of mine and his wife, both in their 50's, were seriously injured in a motorcycle accident and were taken to Beaumont Hospital in Royal Oak.
Myself and a bunch of their friends went to the hospital to provide support and help them in this time of need. When we arrived at the hospital we found the parking structure attendant was there to help us find our destination and NOT to collect a parking fee. There are no parking fees at Beaumont Hospital! What a relief to us since we all disdain paying for parking.

Anyway, when we entered the hospital and asked for our friends the Information Desk asked if we could wait for a "Patient Advocate" who would take us to our friends and help us get information. So, of course, we said yes. Very promptly, an articulate and caring young man introduced himself and told us about the condition of our friends and then took us up to visit them. Along the way, he showed us where the waiting room was and gave us a layout of the hotel. He noted where we could get gifts and food. What a gentleman he was.

Additionally, he introduced us to the Intensive Care personnel that were assigned to our very seriously injured friends. These professionals explained the condition and situation facing our friends. They allowed us to visit with them privately for a few minutes and then very courteously suggested we come back the next day.

When we got down to the lobby all of us remarked on what a fantastic experience the hospital had provided for us. We all felt that Beaumont Hospital is where we would like to be if and when we ever need hospital care.

As luck would have it, another dear friend of mine discovered that her aortic valve needed to be replaced. Can you guess where I recommended that she get the work done? Of course, I recommended Beaumont Hospital.

Her open heart surgery was performed at Beaumont Hospital on a very cold day in December. As I passed bye the Parking Lot Attendant she informed me that there was an underground tunnel that would provide shelter and warmth while going from the parking structure to the hospital. WOW, how about that! A tunnel to protect the hospital customers and visitors from the very nasty Michigan winter weather. Now, that is dedication to customer service.
Now that I am in my sixties, and many of my friends are too, chances are that we will need to spend more time in hospitals and there are a lot of choices around the Detroit area.
Where do you think I am going? Beaumont Hospital, of course!!!

By the way, in 2006 the hospital provided $177 million in unpaid services. Now, that is helping the community!

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