Do you make it easy?

How easy is it for your patients to do business with you?


This week's post is about how we sometimes forget what makes visiting us easier and therefore more manageable for patients. To illustrate my point, let's start with the danish railways (DSB).



Last month I wanted to take the night train through Europe. It seemed like a nice alternative to flying and would also allow me to test whether there is another attractive alternative that would give me more flexibility for longer distance travel.


Okay granted. I was on an assignment for my company that was going to take longer than planned. So I was forced to change my travel plans. I was going from the north of Denmark to Southern Europe with 4 days notice. Leading up to the fall holidays, I might add that it's relatively challenging to get a post-Corona flight with a departure that's even remotely workable.


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The first challenge

My journey started in Sæby in northern Denmark. From there I had to take a bus, a fast train, a regional train and a night train to southern Europe.

I soon found out that you don't necessarily have to buy a complete journey online when you travel by train from Denmark to another country. The night train ticket took time to find, but could be bought online after all. Then I "just" had to piece the journey together with DSB and x-bus....


The timetable turned out to be useless


X-bus timetables were not updated on the company's own website or other online platforms, nor had a timetable been posted in the bus terminal area. This cost 90 minutes of cold and windy outdoor waiting time.


Changed plans

On the train from Aalborg to Fredericia, a ticket inspector informed me that I had to get off midways to buy a ticket to Hamburg. I had found out that it was not possible to buy this type of ticket online, from the ticket machines or from the friendly staff at 7Eleven, who were responsible for ticket sales at the stations. If I wanted a ticket, I had to buy it at the DSB travel office. An office that was only in Aarhus, midways on my way to Hamburg....