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Garrison Keillor on the patient experience
Garrison Keillor writes in his latest column:
My own experience is that when I go to get a new driver's license in St. Paul, or deal with the city inspector when a sewage line breaks, or walk into a post office to mail letters, or talk to the police when our house alarm goes off, I find public employees to be cheerful and competent and highly professional, and when I go for blood draws at Quest Diagnostics, a national for-profit chain of medical labs, I find myself in tiny, dingy offices run by low-wage immigrant health workers who speak incomprehensible English and are rude to customers and take forever to do a routine procedure. An hour in a Quest office will ruin your whole day.
See also: Videos from Gel Health, a conference about improving the patient experience
