Good Customer Service

Great Service at Sanford Clinic on 41st and Sertoma

The most recent situation in which I was provided with a great service happened last December at Sanford Clinic on 41st and Sertoma.

I had a form from my health insurance company for my family doctor to sign. That form needed to be done by the end of the year 2012. I was too busy with my final exams to do it early in December. I didn’t remember it until Christmas Eve.

I dropped the form and told the clinic receptionist about 4:00 p.m. on that day that I would want to have the form signed by my doctor and that I would want it done as soon as possible so that I could submit it to the Human Resource at my work place by December 31st, 2012.

I hope it would be done by the deadline, but I knew it would be very hard to have it done in time because I did not give them much time to clarify the information and to get more information if they needed it.

I thought it would at least take a day or two before the doctor looked at it. Then I had to call them to check on it. However, my doctor’s nurse called me about an hour after I left the clinic (about 5:00 p.m.) to ask for more information. She told me that she knew how urgent the form was and she was sorry that the doctor could not sign it because the medical record did not show that I did certain lab work as required by the health insurance company. She told me that the doctor wanted to help me have the form signed by the due date too. He suggested I could come back to the clinic to do the lab work the next day so that he could get it done for me as soon as possible.

In reality, I had those labs done at work by nurses sent out to my workplace by my health insurance and I had a copy of that record. Therefore, all I had to do was to bring the document to the clinic the next business day.

A few hours later I got a phone call from the nurse and she told me that the form was ready for picking up.

I got the form back on December 26, 2012. And I had plenty of time to...