Customer Experience: Children’s Hospital of Philadelphia

June 19, 2010

I’m writing this post from my 14 year old daughter’s room at the Children’s Hospital of Philadelphia (CHOP). I’ve been here now for 2 days without leaving the hospital. I say that not to discuss my daughters issues at all but to establish that I have enough experience to  talk about our experience here so far.

I write and talk a lot about the customer conversation and how the most important thing in building advocates is creating customer experience. I will use my current situation to illustrate this. Hospital experiences are by their nature fraught with all sorts of pitfalls both for the patient and the parents, guardians, spouses, and partners. By its nature medicine is intrusive, a bit mysterious, emotional and often highlighted by your lack of control over even the most basic things. I think that’s the biggest issue really, the loss of control. That’s true as a patient and as the parent / spouse, etc.

I’m writing this post because for the first time ever I’m having a very different experience. I’ve been in hospitals as patient and as concerned and involved person many times in my life, starting when I was a child. I think my first experience as a patient for other