888723 – that was my patient number at a hospital in Houston, Texas. It’s used for everything (e.g., checking into the hotel) and I had to memorize it quickly. What I found most interesting is that the experience was counter to what you’d expect of an organization that uses numbers to identify people.
I remember my master’s student identification number. It too was used for many purposes. Specifically I remember it being called for an appointment with my guidance counselor. It was the most impersonal experience. While going over my classes and credit hours evaluated against the requirement for my degree, I don’t believe she ever even looked me in the eye.
In the Houston hospital system and those supporting businesses, the number is used for identification only and I suspect to tell the person on the other side of the desk a little about my situation. Never once did I feel that I was only a number to anyone. The people I came in contact with were all very nice, smiled and were genuinely concerned about helping me.
Another experience I’ve compared with the Houston hospital was a hospital in my own back yard. In preparation for my visit to the Richmond hospital, I received a form letter with handwriting filling in the blanks, a map of the parking area and instructions for registration. It got the job done. In contrast, the Houston hospital had a packet waiting for me at the hotel; it included all the pertinent information customized for me, and a pamphlet for every service available to me (e.g., an honor system library and DVD collection).
Everyone at the Richmond hospital was nice enough, although no one went out of their way to make my experience more pleasant. There was absolutely nothing remarkable about the entire visit. The distinction the Houston hospital makes is in everything they do, from the facilities, the process and the people. My patient coordinator welcomed me, answered my questions, led me to the appropriate elevators, gave me a hug and wished me good health!
There was nothing wrong with my experience at the university or my hospital experience in Richmond. But Houston just did everything right.
As I pondered the reason for this remarkable differentiation, I looked at the services they offered, no major discrepancies there. Then I looked for disparity between the cost of services as sometimes that is a contributing factor. However, being the same negotiated rates by insurance companies, there were none. Finally, I looked for the difference in potential talent. Both cities have great teaching hospitals, so no lack of talent.
So what was it that made me travel all the way to Houston? It was the experience. This is just another example that validates for me that having the right vision and the right people are essential for success.
I remember my master’s student identification number. It too was used for many purposes. Specifically I remember it being called for an appointment with my guidance counselor. It was the most impersonal experience. While going over my classes and credit hours evaluated against the requirement for my degree, I don’t believe she ever even looked me in the eye.
In the Houston hospital system and those supporting businesses, the number is used for identification only and I suspect to tell the person on the other side of the desk a little about my situation. Never once did I feel that I was only a number to anyone. The people I came in contact with were all very nice, smiled and were genuinely concerned about helping me.
Another experience I’ve compared with the Houston hospital was a hospital in my own back yard. In preparation for my visit to the Richmond hospital, I received a form letter with handwriting filling in the blanks, a map of the parking area and instructions for registration. It got the job done. In contrast, the Houston hospital had a packet waiting for me at the hotel; it included all the pertinent information customized for me, and a pamphlet for every service available to me (e.g., an honor system library and DVD collection).
Everyone at the Richmond hospital was nice enough, although no one went out of their way to make my experience more pleasant. There was absolutely nothing remarkable about the entire visit. The distinction the Houston hospital makes is in everything they do, from the facilities, the process and the people. My patient coordinator welcomed me, answered my questions, led me to the appropriate elevators, gave me a hug and wished me good health!
There was nothing wrong with my experience at the university or my hospital experience in Richmond. But Houston just did everything right.
As I pondered the reason for this remarkable differentiation, I looked at the services they offered, no major discrepancies there. Then I looked for disparity between the cost of services as sometimes that is a contributing factor. However, being the same negotiated rates by insurance companies, there were none. Finally, I looked for the difference in potential talent. Both cities have great teaching hospitals, so no lack of talent.
So what was it that made me travel all the way to Houston? It was the experience. This is just another example that validates for me that having the right vision and the right people are essential for success.
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