Monthly Archives: July 2013

Another example of great customer service: Paragon Travel

I write a lot about good customer service because it so often goes unnoticed in our busy world.  Paragon Travel deserves recognition.

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Thursday I flew to St. John’s, Newfoundland for my annual trip to visit our property manager.  On June 21st I had the major surgery on both feet (as you know).  I was led to believe I would be substantially more recovered than I am, however Wednesday when I was doing some “running” around, I realized that there was no way I was going to be able to stand in lines at the airport…or walk substantial distances to my Gate (which in my life I knew would be at the far end of the airport).

So at 4:50 p.m. Wednesday I emailed Paul at Paragon Travel and said “Paul, is it way too late to try to organize a wheelchair for tomorrow?”  My flight was at 8 a.m. so I figured he would laugh at me.

Nope, no laughing, he got on the phone and sat on hold for an hour…and got me wheelchairs in both airports both coming and going!  Now Paul’s shift is over at 5:30 but he stuck it out until he had accomplished what he set out to do.

Paul could have completely ignored by email, pretended he didn’t see it, but that is not the service that Paragon Travel provides.  in the beginning, Paul worked with me to make sure I got flights that worked for me, getting me to St. John’s as early as possible and back from St. John’s early enough to actually still make it to the cottage on Friday.  I couldn’t find them when doing the research myself.  This final request was above and beyond and ridiculously last minute of me.

But once again, Paul and Paragon Travel came through for me.  As someone who has never used a travel agent before, I now completely understand the value of using a travel agent and will highly recommend them to anyone needing travel assistance and a pleasant experience.

Way to go Paragon Travel!

 

 

 

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Filed under customer service, disability access, Health, travel

Of course you don’t need a wheelchair! by Liz Saunders

I don’t need a wheelchair?  Are you kidding?  What else can go wrong?

No matter who I asked prior to my surgery “Am I going to need a wheelchair?” the answer was categorically “no”.   Clearly none of these people have had a total toe bi-lateral arthroplasty.  I was told I would need crutches to get home, so crutches I had.  But if you don’t have one stable foot to put down on the ground when you lose your balance, what good are crutches going to do I ask you?

It all started off so well.  First I was to be at the hospital at 6 a.m., then 8:30 a.m. (right as Jaden gets put on his bus so I actually got to the hospital at 8:36 a.m.).  I was told my operation was at 9:30 and got very excited…bad idea as they came for me at 11:15 a.m. (must have been an emergency arthroplasty ahead of me).

When the nurse was getting me ready she said “take your shoes off and put them in this bag, then take your clothes off and put them and the shoe bag in the other bag”.  I said “since I won’t need my shoes later, I was going to have my husband take them home because both feet will be in casts”.  Nope, I had to put them in the bag.  (I didn’t, I gave them to Joe to take home. )

Then as I was being sent back out to wait, I started bleeding out of my IV because it hadn’t been put in correctly.  Blood everywhere being forced out by the IV fluids.

Then the 2 hour wait.

After surgery, a nurse brought me juice and water but put it on table out of reach and didn’t tell me if I could have it or not.  Tease!  Then I got my clothes – YAY, the end was in sight.  Unfortunately, being a little groggy as I tried to insert my feet into underwear leg holes, both feet went into the same leg hole.  Extricating my left leg meant dislocating my cast – yup, it came right off with my knickers!  At least by then I was allowed to have my juice.

dislodged cast

That is the cast for my left foot sitting on the bed between my feet

So, new cast, trip to the bathroom to continue getting dressed and have a whiz, but the nurse left the wheelchair in the door and the door wide open!  Still, I learned to do “the girl thing” well years ago so I was all right.

Then the fun began.  Got home, got out of the car with my crutches…what was I thinking?  Got about 5 feet and realized I was going to do a face plant and that trying to walk was a seriously bad idea.  Borrowed a walker from a neighbor and ultimately found a wheelchair (thank you so much Sheila!!!) which I have been using since.

Off the painkillers last Monday, taking my homeopathics religiously and definitely on the mend, but boy will I have words with my surgeon who’s clearly never operated on his own toes!

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Filed under customer service, Health