Author comments: Consumers feel extremely vulnerable in so many healthcare experiences. It actually doesn’t take that much to reassure us and make us feel human, and Newton Wellesley gets way over this bar.
Name of organization: Newton Wellesley Hospital
Briefly describe the context and reason for the service interaction: Was diagnosed with testicular cancer, met with specialists and surgery was performed.
Which parts of the service experience were excellent: All of them, Urology, Oncology, Surgery, Recovery
How did you feel at the end of the interaction: Like I wanted to do it all over again – not really
What did you do after the experience:
Told a representative of the organization by phone or in-person
Was the expectation of good service among the top three reasons you chose to interact with this organization: No
How did the price of the product/service compare to its competitors: About the same
What service advice do you have for this organization: Keep doing what you are doing
What service advice do you have for other organizations: Make every customer/patient feel like they are the only one there