During triage I noted a commotion to discover it was man running through the doors carrying a woman screaming and causing a huge scene. The nurse, Cassandra, who was at the counter, looked at me through the glass and just kind of nodded and said she would be right with me. I have extremely high customer service expectations, and even though I arrived ahead of the screaming couple, the way in which Cassandra looked and spoke to me, at no point did I feel slighted or overlooked.
After handling the couple Cassandra immediately took me behind the counter to a stretcher, took my vitals, and immediately placed me on a breathing treatment. During my treatment she was able to handle the ER counter and continually check on me without missing a beat.
A few hours later after being discharged, while waiting in the ER waiting room for a ride, I began a conversation with a young lady waiting to be seen. This young lady was ranting about the poor service she received there during her last visit. She said she was so dissatisfied, she walked out.
In the middle of the ranting, up walks Cassandra with the equipment to take the lady's vitals. The lady continued to talk as Cassandra calmly provided care to the lady, speaking to her nicely, in a caring professional manner. By the time Cassandra walked away, this lady totally changed her tune and started talking about how great Cassandra was. It actually made me laugh to myself.
I arrived at the ER, short of breath, loudly wheezing and feeling totally crappy. I received top rate care and treatment and left there feeling much better.
Cassandra demonstrated what care at St David's South Austin is about - Superior Customer Service'.