EVALUATION OF CASE NUMBER 7

All's well that ends well? Let's consider PO Boate's performance first.

He was very helpful each time SA Doe approached him. But were there three problems or just one problem that required three trips to solve? SA Doe only had one problem-to get home on emergency leave. Sure, PO Boate was helpful, but wouldn't he have been more of a help if, when presented with the leave request, he had asked, "Do you have enough money to make the trip?" His greater knowledge and experience could have

provided that information which SA Doe spent most of the day discovering.

So, we find that PO Boate didn't do so well. Not because of what he did, but because of what he did NOT do. His concern was with the immediate problem-he did not anticipate possible complications. As a result, Boate, SA Doe, the head of the department, the XO, and the DK all wasted time.

Now let's look at DK Pistol's performance.

He spoke clearly in face-to-face conversation, but not on the phone. Some people speak on the phone as though they were being charged by the minute-they crowd as many words into as little time as possible. 'That is particularly true when people are answering the phone or repeating frequently used phrases. More attention to grammar and diction will improve telephone communications considerably.

He has much room for improvement. His general attitude was Don't bother me!

The information he gave me was correct, but he stopped too soon. SA Doe was misled because the DK didn't want to give Doe any more information than was absolutely necessary.

He had several opportunities to avoid wasting his and SA Doe's time, but he missed all of them.

Probably his lack of interest was his basic failure. Because he-was not interested in the customer, his approach was to handle the immediate problem with the least amount of effort.

He was not really interested in the welfare of the customer-he did only what he had to do.

CASE NUMBER 8

A Hospitalman going over a patient's chart in the orthopedic clinic answers the phone, "Orthopedic Clinic, HM Door; may I help you?"

Over the line comes an irate voice, "This is Captain Boat, retired, and I'm really upset. What's going on there? I was referred by primary care to see an orthopedist. Someone at the appointment desk told me it will be 2 months before I can get an appointment. What? Are you kidding! I thought I was to get all of this great care in the military. Is this what you call care? I fought in two wars and gave 30 years of my life to this The information he gave was correct, but he stopped too soon. SA Doe was misled because the DK didn't

country. I was promised health care for the rest of my life."

HM Door sympathizes, "You sound very upset, Captain Boat."

"You bet I'm upset. Now I want to know if you're going to do something?"

"Yes sir," answers HM Door, "I'm going to help you get the care you need, but first I'd like to explain the situation."

"Go ahead and explain; I'm listening, but you'd better make it good."

"Captain Boat, I understand your frustration in trying to access our system. However, we simply don't have the number of appointments needed to accommodate the enormous volume of patients requesting them."

"What, are you kidding?' responds the Captain, "I've always gotten my health care at the base hospital."

HM Door continues, "Sir, we do have options for alternative care if you prefer not to wait for a space-available appointment. Our Health Benefits Advisor, Lt. Mary Christmas, can explain these options. She's the person at the hospital that can solve problems like yours. Would you like to talk with her, Captain Boat?"

"I am having so much elbow pain that I guess it does make sense to talk to someone who can help me get care."

"I can transfer your call to her right now. Let me give you her phone number in case we're disconnected. The number is 123-4567."

"Heath Benefits Officer, Lt. Christmas, may I help you."

"This is Captain Boat, I retired from the service after 30 years and have been seen many times at the base hospital. I have a referral from primary care to see an orthopedist, but I was told that there were no available appointments for at least 2 months."

^{Lt. Christmas responds,} "I' m glad you called me, Captain Boat, I can help you locate an orthopedic physician in the local community through our Health Care Finder Program or through our Partnership

Program using your CHAMPUS benefits. Would you like me to explain these two options to you or discuss the benefits offered through CHAMPUS."

"Perhaps I should come to the hospital to talk with you. I'll be on the base this afternoon-can I see you then?"

"You sure can. We're located on the first floor in the patient administration section. I'm looking forward to meeting with you."

"Thank you, I'll be there by 1400."