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Expert’s Blind Spot

‘Everybody knows this’ will never be true

Arun Hariharan
Thu, 01/02/2014 - 11:15
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Last week, I accompanied my father to an eye hospital to get his eye examined for a suspected cataract. The hospital examined his eye and confirmed the presence of a cataract. They recommended surgically implanting an artificial lens in his eye—a fairly common procedure these days for cataract treatment.

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We were told that certain pre-operative tests would be required before the actual surgery. This included an eye sonography and a few other eye tests that were completed at the hospital during the same visit. All that remained were certain routine blood tests and an electrocardiogram (ECG), to confirm his fitness to undergo the surgery.

For the ECG, we were advised to visit an external cardiologist. As for the blood tests, my father opted to get those done by an external pathological lab (being 86 years old, this would save him some trouble, as this lab could send a technician to his home to collect the blood samples).

We decided to get his ECG done the next day, and the blood tests the day after. I phoned the cardiologist to tell him that the eye hospital had advised us to visit him. He asked us to come first thing next morning.

 …

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Comments

Submitted by Acetaldehyde on Thu, 01/09/2014 - 13:25

If the client is not a mindreader, beware.

A very important and often neglected quality issue, thank you for writing an article about it. The example with your dad illustrates nicely how seriously the hospital ruined a client experience by a "small" oversight. To inform you about the requirements would have taken them a few seconds, and best of all, it wouldn't have cost any money! I think that almost every organization on the planet needs to be aware of this. The funny thing is that this "small" issue is not easy to fix, it requires a profound culture change that has to be honestly and actively encompassed by the organization and by every individual. 

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Submitted by mgraban on Thu, 01/09/2014 - 18:03

Will the hospital learn?

You could call it "expert's blind spot" or "bad process" or "lack of customer focus." 

I wonder if they will learn from this miscommunication? I'm sure it must have happened before...

In my work with hospitals, I've found that healthcare professionals, unfortunately, find it far too easy to blame the patient.

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