The Importance Of Observation In Health Care

The goal of healthcare facilities is to provide patient-centered care to their patients and so good ratings of customer services are important. Many healthcare organizations are monitoring their client’s satisfaction with the care that they received to see if they need improvement regarding customer services. With customer services being such a big part of healthcare, I decided to visit three organizations to observe their customer relations. The three healthcare service organizations that I chose are St. John Macomb-Oakland Hospital, Lifetime Family Care, and Concentra Urgent Care. I visited each organizations and talked to a few employers regarding the services they provided. I also sat around the waiting room to observe how quickly they were seeing their patients, how professional the …show more content…
The services that Concentra provided are preventative screenings, immunization, physical exams, diagnostic testing, and common injuries/trauma care. When I visited the urgent care, I was not greeted instantly until I went up to the front desk. I introduce myself and explained what my business was there to the receptionist. She was friendly but told me that they were busy and was unable to take me to the back. She also said that it was against their policy to let me back there unless I was there as a patient or I had something written legally to allow me back there. She did give me a trifold handout explaining what services they provided and allowed me to stay in the waiting room so I can observe the patients. The waiting time was about fifteen to twenty minutes for many of the patients there and when ask how they feel about this urgent care clinic, the feedback was mixed reviews. They said that the staff was friendly and professional, however, the waiting time for what they came there was not fast enough because most of them were there for physicals for employment and urine drug