November 12, 2020
I got an email asking me to
fill out a survey about my experience at a medical facility. So I did.
I arrived for a
scheduled COVID test, as required for a procedure I’m having next week, and
called from the parking lot as directed. Not knowing where to go, I left a
message with my phone number and waited for a response. A few minutes later I
walked to the building to see where I should go.
At the door, I
saw a sign saying that COVID appointments were done in the rear of the
building. As there was no indication whether that meant inside or outside, I
went in. A staff member directed me to park behind the building in one of the
numbered spots, and mentioned that people had been waiting for a while.
I thought that
a sign as one entered the parking lot would have been more helpful than one at
the door.
I parked in a
numbered slot, then called, then called again, always getting an answering
machine. I saw staff members walking back and forth with testing gear, but 40
minutes later, I was still waiting. A car pulled up next to me and was seen
immediately, so I asked the nurse why I was still waiting. She asked if I'd
tried the number, and told me to keep trying. 4 calls later, I called my
doctor's office and asked them to notify someone at the clinic that things were
not going as they should. As I was pacing outside while talking on the phone, I
noticed several other people dialing and redialing—apparently they were having
the same experience I was. The nurse put me next in line, and said that she
would notify someone that she had done my test.
I don't have
any real confidence that the information will actually be processed properly,
so I hope that I don't have COVID, and won't spread it, because I may never
find out from your facility.
The staff that
I DID interact with was wonderful.
At the end of the survey,
the last slide said, “We value your feedback.” I wonder if they’ll even read
it.