UW and OMF dropped the ball | Letter

First of all, congratulations to Dr. Giefer for a well-deserved retirement. You’ve provided excellent care for Evangeline and me; we look forward to seeing you as time moves on.

Secondly, and of significance, is that it’s troubling that OMF and UW didn’t have the foresight to provide a robust transition plan from the current PCP to the new.

Companies with concern for current customers realize that in the event of a merger/purchase it’s imperative to provide a transition period during which incoming key personnel (PCP) may work with current key personnel (PCP) to provide a smooth transition for both customers and staff. This is especially important in businesses in which professional service is the primary product.

Astute management on both sides (who’ve probably studied numerous business school cases) realize that business records alone (our patient records) don’t adequately contain all nuances of customer needs/expectations, or even service culture, which must be considered to adequately service customers during and after transition.

That’s the reason old and new key personnel usually work side by side during the transition period, so that important information is communicated clearly, person to person. This approach always results in a higher level of customer satisfaction, because the customer feels that they’re being cared for in the best possible manner. It also makes it considerably easier on incoming key provider(s), as they’re now operating with knowledgeable guidance.

It seems to me that both UW and OMF dropped the ball regarding the transition period from current to new key service providers, as I expected a much better planned and executed transition.

I am a strong supporter of and still believe that our island healthcare service needs to move in the 21st-century direction proposed by UW.

It would be wise of both UW and OMF to 1) take a few steps back and explore what could be done to salvage the transition situation and 2) publish very soon a clear transition plan through at least the end of 2017.

These steps will certainly help to reduce the many concerns of current patients.

Terry O’Sullivan