Customer Experience needs big uplift

The success of any product or service is primarily determined by the quality of experience it provides to its user base. Businesses are making significant efforts to provide excellent customer service; however, something is missing; it appears that businesses are unable to understand what they need to improve as their efforts are not yielding the expected results. I'm going to share some of my experiences that you might relate to.

Case1: Experience at a 5-star hospital for Nursing Mothers post delivery.

Nursing mothers are observed for three days after delivery in a five-star hospital. During this time, hospital nurses assist mothers in learning how to effectively feed their babies, which is beneficial. However, things become interesting when they do not consider whether the baby is the first, second, or third; it is a one-size-fits-all situation. Not only that but for three days, a total of nine nurses, three different nurses each day, come and teach how to feed the baby. How this could be a good experience for nursing mothers? It could have been better if one or two nurses performed this task and increased the level of comfort. It appears that new mothers are training subjects for hospital nurses.

Case2: Experience at Pharmacy during a visit for Covid Shot

Even though the appointment was made online and had a confirmation number, everyone had to wait for 15 minutes for the center to acquire their form, which they had to fill out with more personal and medical data. The CSR Campaign advertisement is played continuously for the duration of these 15 minutes until the visitor is called for the shot. Even after the shot is administered, visitors must wait an additional 15 minutes to observe any side effects, during which the same advertisement is played continuously.

There is no harm in running a CSR Campaign ad to show how the drugstore group is helping the community, but I thought it would have been better if they had interspersed it with some important safety advice that would have helped to prepare visitors for this unprecedented pandemic. For instance, after receiving shots, it takes two to three weeks for the body to generate antibodies to combat the coronavirus. After receiving their first or second dose of the COVID shot, many people, in my experience, let their guard down, thinking they were all safe and the disease would not spread. However, this was not the case.

Case3: Debt Collectors asking to pay, for Medical Bills already paid 6 months back...

My wife availed services of a five-star hospital last year. My wife has to visit the hospital several times. Even though the patient, insurance provider, and membership ID are always the same, the hospital will nonetheless set up a different account for each service and charge for it. I have made timely payments from my HSA account designated for medical expenses using the claim portal provided by my insurance provider. However, after 6-7 months, I received notices from an attorney acting as a debt collector on behalf of the hospital stating that I owe them more than $1600 for some services they provided. I provided them with all of the information from my bank statement, including the amount and date of the payment, and claim settlement details from Insurance Provider's Claim Portal.

However, these notices didn't stop coming until several phone calls and emails were exchanged. They were probably unable to find the money, and various accounts might have played a role. How can I describe this as a positive experience when they should have communicated with us if there were any misunderstandings, but instead they resorted to a debt collector to cause us significant inconvenience?

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