Your comments on good customer service sparked a memory for me, and you will not believe the institution that she works for! It is the Emergency Department of the Oxford Hospital. When I fell and broke my arm in Oxford, I was supposed to get referred to my local Fracture Clinic when I got home. So, I duly called my surgery and asked for the referral. Not a problem, they assured me. Did they get the referral to the Fracture Clinic? No, they did not. After a week, I chased it up and discovered that I was not even on any waiting list. The Fracture Clinic advised me to contact the hospital where I was treated after the injury. So (bit of detective work) I got the email for that department. The secretary there said she would find the x-rays and send them through to the clinic. Then she said, (this is the good bit) ONCE I HAVE DONE THAT, I WILL CALL YOU BACK AND LET YOU KNOW I'VE DONE IT. And blow me down, if within 10 minutes or so, she did call back. I had the appointment at the Fracture Clinic by that very afternoon. I had to email her back and tell her how brilliant she is at her job!
A lot to happily digest in this post. Thank you Rosie xx
A great round-up this week. Thanks for the recommendation for Jane McParkes' books... I'm off to find them now.
Thanks, Joanne.
Your comments on good customer service sparked a memory for me, and you will not believe the institution that she works for! It is the Emergency Department of the Oxford Hospital. When I fell and broke my arm in Oxford, I was supposed to get referred to my local Fracture Clinic when I got home. So, I duly called my surgery and asked for the referral. Not a problem, they assured me. Did they get the referral to the Fracture Clinic? No, they did not. After a week, I chased it up and discovered that I was not even on any waiting list. The Fracture Clinic advised me to contact the hospital where I was treated after the injury. So (bit of detective work) I got the email for that department. The secretary there said she would find the x-rays and send them through to the clinic. Then she said, (this is the good bit) ONCE I HAVE DONE THAT, I WILL CALL YOU BACK AND LET YOU KNOW I'VE DONE IT. And blow me down, if within 10 minutes or so, she did call back. I had the appointment at the Fracture Clinic by that very afternoon. I had to email her back and tell her how brilliant she is at her job!