Secret critique

Excerpts from mystery shoppers' March/April report on visits to outpatient clinics at Beth Israel Deaconess Medical Center.

A cardiology practice

Six patients approached the desk during my stay, and three of them entered around the same time. These women worked very efficiently to get patients situated in a very timely manner. At one point, I overheard a woman who was accompanying an elderly gentleman state, "He said you were very nice the last time he was here." . . . Eye contact was immediately made once a patient approached the desk.

A primary care practice

The staff person . . . left the front desk. Shortly after she left, two patients came in. The staff person from [another suite] and a male staff person came over and filled in. Later, the original staff person came back. The staff [from the other suite] said out loud, "We have to talk about you leaving the desk without telling anyone!" Myself and another patient looked at each other.

A neurology practice

I also was totally impressed how one assistant handled a disgruntled patient in front of everyone in a calm and apologetic way for something someone in a scheduling or billing capacity said to her on the phone a few weeks back that she was complaining about. She calmly said she understood her frustration. . . . After some quiet conversation behind the desk and watching this assistant redial the phone numerous times, she nicely called the patient by name and said: "I have the person you need to talk to on the phone right now. Would you like to talk to her?"

An oncology practice

An elderly couple entered the practice. The man was blind, and the woman with him approached the desk, went with him to the desk, gave her name, and said she was there for her [appointment]. . . . The woman [behind the desk] appeared to type the info in the computer and then said. "Oh, your [appointment] is in Finard." The patient said, "Is that not here?" and showed the card again. The woman said, "No, in the corner there, it says Finard, and that is another building." The patient was clearly upset. . . . Then the patient said, "It would be nice if this was explained to me at my last [appointment]." The receptionist was calm and courteous, but gave no apology for the misunderstanding and didn't try to calm the woman down in any way.