Today the (snail) mail brought a couple of items that warrant some comment.
For my Dad, who passed on not two weeks prior, came a survey solicitation from Saint Peter’s University Hospital (now Saint Peter’s Healthcare System, link updated). He spent just shy of twelve days in their ICU. During his stay, the decline in his health was dramatic and rapid, ending with his discharge to hospice. That decision involved several different departments and quite a few physicians, specialists and staff. The survey request ended with this closure, “Thank you, and please accept our best wishes for your good health.”
For me and my family, from JFK Medical Center which runs the Haven Hospice Program, came a hand-written envelope. It contained a letter extending their sympathy, which went on to describe the comprehensive set of services available to us to help cope with our loss.
I can’t say enough about the staff at Haven Hospice. Although we spent less than 24 hours there, the degree to which the staff has extended an amazing amount of goodness and support is nothing short of amazing. They’re truly great and caring people.
No, no questions. And of course, I already realize what’s going on here. By making this post I intended to shed light on two things.
First, the observation that when two very different messages are delivered so close together in time, the contrast can be very, very striking.
And second, that one should never, ever allow their organization to be perceived as SPUH is by their action: incompetent and insensitive. It’s easy to shrug it off, as you point out. But you also know, by your extensive experience in technology, that it’s easy to code to prevent such a message. Or, better yet, to send a more appropriate message.
Oh, and in fairness I should mention that I’ve had extensive dealings with SPUH and, medically, they’re a top-notch organization. But as we’re so fond of saying, perception is everything. This sure made ’em look dopey.
Life, computerized.
Life, personalized.
Any questions?