Vanderbilt Center for Integrative Health

I recently remembered that at the suggestion of our Compassionate Advisory Panel (CAP), we have a suggestion box in the waiting room for patients and other visitors to offer us suggestions and feedback. So, I suggested to myself that I check the box and I’m so glad I did. In it were several suggestions and some great feedback.

Response:  Thank you for the feedback! They are some good looking chairs but looks aren’t everything, are they? You’re right, many of the people who come to VCIH are hurting and in providing a welcoming, relaxing atmosphere, we want everyone to have a comfortable place to sit. It just so happens that as a part of our expansion plans we are adding seating to the waiting areas and are ordering some additional chairs in a different style. I will give them a test run to be sure they’re comfortable before we place the order. If you’re here after the new chairs arrive, I’d love to know what you think!

Comment: Provide comment cards (written on a torn-off corner from a page in a magazine):

Response:  Done. And a pen too. Thank you!

Comment: Change the magazines in the waiting room to reflect the values and mission of the office. Good health, wellness, yoga, gardening, meditation, etc. Family Circle just doesn’t fit in my humble opinion.

Response:  You’re so right. What a great opportunity to make additional information accessible to our patients and their families. Thank you!

Comment:  Hate it.

Response:  I’m sorry. And thank you for being willing to say so.

Comment:  Plastic bags for library.

Response:  Great idea! We’re looking into it and will have something soon.

Comment: I’d like to suggest an alternative to asking participants to get in the floor to clean/fold/etc. mats. I watch some participants struggle getting down to the floor and back up. At times it’s difficult for me and can undo some of the benefits I feel after the class ends.

Response: Great point. For the obvious reasons, it’s really important to clean the mats after each use but I can see how needing to get down on the ground to do so could be a problem. We’ll discuss it and see what how we can meet both needs. Thank you for sharing how this impacts you.

Comment: I would like to have Rachel’s 9:30 Monday class meet Wednesday and Friday also.

Response: Thank you for the suggestion and for the affirmation of the value of the Therapeutic Yoga for Mid and Low Back Pain class. Rachel does one-on-one yoga sessions on Wednesday and Friday mornings but we’ll look into it.

Comment: Julie and Emily are fantastic!

Response: Yes they are! And they both appreciate you saying so. 

Feedback is such an important part of the continuous quality improvement cycle. It’s not always easy to hear and we’re not always able to act on all of the suggestions, but we do take them seriously and incorporate them into our process improvement program. I’m checking the box weekly and will respond to the comments and suggestions we receive in this column. Please check in if you’re interested and definitely let us know if you have any feedback for us. 

Thanks!

Susan
VCIH Program Manager