Has Technology Removed Our Reason to Care?
by Kate Nasser |
Is technology killing customer service in healthcare? Has technology removed our reason to care for others?
Technology has contributed countless life changing advances to healthcare yet I see two distrubing customer care trends.
Our Reason to Care
As I see technicians and nurses working with me and friends/family, their behavior alarms me in two ways. Some let technology remove their sense of reason and logic and others have lost the human reason to care.
A dear friend who is a large size person knows from experience that automatic blood pressure machines frequently report false results because of her large size arm. The nurse insisted on using that device and the machine reported very low blood pressure. My friend with a history of blood pressure issues, questioned the result. The nurse replied, “But that’s what the machine is reporting.”
My friend urged the nurse to use a traditional blood pressure device with a large cuff. This time the result was much higher than usual. The nurse, seemingly stumped, said: “Which result do you want me to note on your chart?”
Don’t Let Technology Remove Good Reason
- Technology alone does not provide complete care. If you are getting two very different results, good judgment would guide you to question and perhaps test again.
- Relying completely on technology assumes that technology cannot make a mistake. Yet good reason would suggest that variations or mistakes in input or use of the technology can cause faulty results.
I was undergoing a medical test conducted by a technician. As the technician vigorously moved the wand around inside of my body, she never once asked how I was doing. I told her I was in pain and her response was “I can’t get good pictures of what’s going on” as she continued on with this painful test. I finally said “enough!”. She then said, “Oh, well if you would go empty your bladder again it might make it easier.”
Her demeanor spoke volumes about her focus. Her reason for being there was purely technological not human and diagnostic customer care.
Result: I never went back to that radiology center and told many how poorly the technician treated me. The next time I needed a test, I found another company which I now recommend to all my friends and family.
Technology is a wonderful adjunct to the human brain. Let’s not allow technology to remove our good judgment or reason to care!
Kate Nasser, The People-Skills Coach™
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish the content of this post, please email email@example.com. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, delivers consulting, training, DVDs, and keynotes for customer service and teamwork — that turn interaction obstacles into professional success especially in tough times of change. See this site for workshops outlines and customer results.