by Kevin B. O’Reilly
At PAML patient service centers, patients fresh from a blood draw may spot a kiosk that asks, “How was your experience today?”
Responding is as easy as pushing one of four buttons with facial expressions that range from a broad smile to a major frown. The kiosk’s manufacturer, HappyOrNot, says about 20 percent of customers across a spectrum of industries will stop to register their level of satisfaction. For PAML, the rate is averaging 60 percent, and the results are transmitted wirelessly, says Rosalee Allan, senior vice president and chief operations officer at PAML (Pathology Associates Medical Laboratories, Spokane, Wash.).