Getting it Right with Patients
A Customer Experience Win for Mayfair
Today, Mayfair is delighted to celebrate its win for a Customer Experience (CX) Innovation Award for our approach to designing our newest clinic in Calgary, Alberta.
Part of Insight Exchange, an annual conference put on by the Customer Experience Professional Association (CXPA), the CX Innovation Awards are given to organizations that put the customer at the heart of all they do.
“My background is in the hotel industry where experience matters more than just about anything else,” says Jackie McAtee, Vice President, Marketing and Customer Experience at Mayfair. “I never thought I’d wind up applying what I was learning to a radiology clinic, but I did, and that’s what makes working at Mayfair so inspiring. The owners believe in service and are committed to improving it.”
The work Mayfair is doing to reimagine medical imaging comes from a desire to change the way many people perceive their health care experiences. According to a recent GE Healthcare study, 81 per cent of patients are unsatisfied with their health care experience.
“People today no longer tolerate bad experiences – they gravitate towards companies that deliver outstanding ones and Mayfair is no exception,” says McAtee. “Whether they are at the Apple store, the Four Seasons, or the doctor’s office, people are accustomed to expect more from their experiences, and Mayfair’s taking stock of this growing societal trend.”
Drawing inspiration from outside the industry, Mayfair built a state of the art clinic that is meeting and exceeding patient expectations. Since opening its door almost a year ago, customer feedback has been nothing short of exceptional. The clinic features a warmly decorated lounge with stress-relief elements such as dimmed lighting, soothing music, comfortable furniture, and much more.
“It’s an honour to be recognized for this award,” says McAtee. “Mayfair’s journey to reimagine medical imaging has been incredibly fun and I want to thank the CXPA for this opportunity to share it with the world”.