We are looking at creating a form, which we plan to circulate around the general and special wards and departments i.e theaters/icu/emergency physio/renal etc.

As to level of service
we provide and improvements we could make to best serve and assist our end users?

Any good ideas which we should include in the form or any sample form already used by a department?

Any comments would be highly appreciated.

Before this develops into a whole series of posts where you ask people to do your job for you ... why don't you show us what you're worked up so far, and then let us criticise the [censored] out of it?

That's constructive criticism, of course.

And by the way, you haven't mentioned yet who it is (which type of organisation) you work for. For all we (I) know, all this could be for the benefit of one of the gouging companies!

I would include in my form the following Geoff:-

1. Response for service call
2. Technical advice
3. Job turn around time
4. feed back on delay in jobs eg progress waiting parts etc
5. New equipment selection
6. Advance warning of old equip/ replacement advice
7. hazard warning/ upgrades

I see you have changed your Profile to read "Consulting Biomedical Engineer", Umish. Fair enough.

So ... here's my free consultation for today:-

Forget the form, have the biomeds go out and actually talk (as in, listen) to their users! And be sure, that's good advice!

Isn't this what the basic software is supposed to do, give the end-user access to the software in order that they can track their own equipment progress.

Software? Have you got the right thread Neil?

I think Umish is talking about a Customer Feedback Form. But OK, such feedback (complaints) could also be a feature of a networked equipment tracking system (and probably already are, I should imagine).

yes the right thread, give the end-user limited access, I know he wants a form, but if you are doing your job properly no need, visit the end-user talk to them but more important listen to them.

I could not agree more Neil but there is also advantage in a more anonymous feedback system that allows staff to express their view without thinking that they might offend.

"Social mores" are a powerful thing.

So is intimidation!*

If the feedback is anonymous, and therefore difficult to follow up, how can we be sure that it's not from someone simply "having a go"? That is, a frivolous response to some sleight, whether real or imagined?

No, far better for the biomed Chief to do the rounds, engage with the staff, win (earn) their trust and respect ... and all that good stuff.

* Not to mention my old favourite ... emotional blackmail!

Ah, perhaps I should have explained that in more detail.

The feedback system that we use returns all info to me (the manager) with the absolute assurance that (and I mean it)no names will be passed on to the staff member directly involved. This allows the hospital staff to be free to express themselves while not feeling obliged to be polite. It also then allows me to follow up with particular people if further info is needed to sort any issues.



Agreed, but difficult to do when you are the chief across many sites in a wide geographic area.