When I was in hospital for several weeks with Covid in 2021 I experienced the whole spectrum of service quality, from the outstanding to the adequate and occasionally down to the unacceptably poor, and I wrote something about it in this column – including referring to that wonderful book, If Disney Ran Your Hospital: 9½ Things You Would Do Differently.
Unfortunately last year I went through another challenging time with my health, but it allowed me to gather more case studies on how customer care works or doesn’t work in a hospital environment… which leads me to share this story with you today.
