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Last Thursday, August 14th, I was a guest in the waiting room for same day surgery. I came armed with a thick book, a newspaper, and a bottle of water, prepared for sheer boredom. It wasn’t like that at all.
My friend was respectfully called in within five minutes of her arrival. Ten minutes later I was personally invited by name to join her while she waited. And then the wait began. The patient liaison directed me to the cafeteria to grab a bite. I was amazed, amused, and entertained by the brilliant art and wall hangings. During my sereval hours there, I read every story, watched the fish explore and hide, and studied the interview letters. I visited the gift shop, the coffee shop, and the cafeteria.
During my short visit, I entered interesting conversation with several members of the waiting club.
I am ever watchful of people experiences. As a forty year veteran of customer service professionals, I watched the lady in charge receive a call, walk directly to a waiter, calling him or her by name and giving information or direction. I am more accustomed to someone yelling out For the person with Jones, you can go in now. Your lady personalized the whole experience.
This is not my first visit to Bert Fish. My Friend who had surgery last week has been a patient before. My brother-in-law received a pace maker there in 2003, and my beloved dad expired in the little brick hospital on the corner 32 years ago last Sunday.
Thank you for this pleasant experience and for employing the kind hearted and compassionate Marilyn.
Nancy -
Orlando
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