The Red Brick Times

A slightly less than two hour operation and I now have a fistula in my upper left arm (see March 6th post). An early 5 hour dialysis session then a trip to the Cleveland Clinic (thanks Andy!) made yesterday a long day, one that I'm glad is over.

What I have learned:
1) pain is bad
2) percocets are good
Posted 9:14 AM by whatley (4) comments

       Comments:

You are very welcome. We also serve who only sit and drive.

Size and endless activity aside, the Cleveland Clinic, in its Surgery Center building, has a level of customer service that is unparalleled in my experience of hospitals. Russ checked in while I found the solitary open spot in the multi-storied parking garage. The garage had a second-floor entrance directly to the check-in desk, where they immediately told me where Russ had gone. They already had him pagered, gowned and IV'd when I got there. I took the text pager and retreated to a waiting area arranged in multiple family carrels each with chairs, couches and a tv. Even though the place was busy like an airport terminal, one could find a sense of privacy within the arrangement of walls, woodwork, fabric and muted earth tones. The pager buzzed me to let me know when surgery started, and the pager and PA both called me to the desk to talk to the doctor on the phone afterward. They validated the parking and walked us to the door. Everyone was pleasant, courteous and bared his or her teeth in a non-threatening manner. Other than the medical stuff, and a lack of fiberglass heads, it could have been a resort Disney hotel at the height of the tourist season.

# posted by  Andy : April 10, 2008 10:05 AM
 
One other thing that impressed me. In the parking garage, at the elevator, there are pocket cards to take that have your parking location printed on one side, and a "you are here" map of the entire Clinic layout on the other. Better than Hansel and Gretel's breadcrumbs.

# posted by  Andy : April 10, 2008 10:12 AM
 
The "level of customer service" is indeed unparalleled until, as I'm finding out today when trying to schedule my follow up appointment, you're shuttled off to the billing department. Prior to the operation, in fact on my first consultation visit, I told them that I had Medicare and Medicare only and if there were to be any charges beyond what Medicare would cover I would leave right then. No harm no foul. They said "no problem, you're good to go". Now, after the operation, I'm getting a different story. They're even refusing to schedule the follow up without my seeing a "financial coordinator" to make payment arrangements. WTF?

# posted by  whatley : April 10, 2008 11:34 AM
 
Greedy bastards. Gotta pay for new carpet and couches, no doubt.

# posted by  Andy : April 11, 2008 9:31 AM
 
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