I recently visited one of your locations in Babylon on Main St. and I would like to share my feedback regarding the experience.
Waiting Room Environment: The waiting room had a displeasing odor which made the waiting experience uncomfortable. It would be appreciated if more attention could be paid to the cleanliness and overall hygiene of the waiting area. It smelled of a combination of what can only be described as old cigarette butts combined with an overwhelming odor of sweaty socks.
Staffing: It was noticeable that the location was understaffed. This seemed to contribute to the stress levels of your employees, which unfortunately resulted in a less than satisfactory interaction with customers. Consideration towards increasing staff levels might improve the situation.
Television Volume: The volume of the television in the waiting room was inconsistent, with commercials and unusual "PSAs" playing at a much louder volume than the regular programming, with random intervals of complete silence. This startled many of the waiting patients and added to the overall discomfort. People became physically distressed at the sudden burst of volume. An elderly lady actually jumped and put her hand on her chest. A consistent volume level would greatly improve the waiting room experience, or perhaps lowering the volume and adding closed captioning for those who are hearing impaired, or just remove it all together.
Seating Comfort: The chairs in the waiting room were uncomfortable and to add insult to injury they were also puke green so as to not only be physically uncomfortable but visually as well. Providing more comfortable seating options would enhance the patient experience.
Interior Decor: The lime green color of the walls was visually startling. Whomevers choice to use that color in a room were humans would actually be inside of should be ashamed of themselves. A more neutral or soothing color palette might create a more calming environment.
Overall Atmosphere: The combination of the above factors created a tense atmosphere in the waiting room, which seemed to add to the agitation of both the patients and the staff. Improvements in these areas could contribute to a more relaxed and positive environment for everyone. It seems as if this room was designed specifically to mimic conditions conducive to psychological torture. This is not hyperbole. If torture was the initial intention upon design, perhaps piping in sounds of babies crying and tormented screams as well as having the room temperature freezing when cold outside, or extremely hot when warm outside would be the only things I could suggest to make it a complete nightmarish hellscape.
Almost forgot to add that the door lever on the inside of the door to exit is installed upside down. Instead of pushing down on the lever like every other door in existence, you counterintuitively have to lift the door handle UP to exit. This led to many comical exits by patients wanting nothing more than to get out as quickly as possible, only to be stuck inside unable to figure out how to leave this chamber of despair, or people walking into the door assuming it would actually open like a door should. Quest must have found out that people had a glimmer of hope while escaping, and installed that last bit of frustration and confusion to remind you yet again how truly awful your experience was while also robbing you of any bit of dignity you might have had left, by making you look like an idiot unable to operate a door.
There was a small hand written note explaining that you have to lift the handle UP and towards you to exit. Don't install the door handle correctly, that would just make sense. Simply write a sticky note and keep it as is. I really feel this was a nice finishing touch to the overall experience. Well done!
Thank you for taking the time to consider this feedback. I believe these changes could significantly improve the patient experience. read more
