Urgent Care
I dragged my achy, feverish, hacking body out of bed, put a hat on my head and headed to a HealthPartners urgent care on Sunday evening. It was Day 6 of a losing battle with the flu. I was concerned that it might be turning to pneumonia and wanted a suggestion on how to get this horrendous cough to stop long enough for me to sleep and not wake up choking and gasping.
What I got was tired, used up, rude and rushed. I was the only patient in the waiting room, but I waited 45 minutes, which didn't ruffle my feathers at all. I was in a peaceful, quiet waiting room; I can't complain about that. My family had left me and walked up the block to eat dinner in a café.
When I was called back, it was just past closing time; something I had already noted. The nurse was friendly and compassionate, despite my awful cough and rasping, grating, whispering, squeaking, gravelly voice.
Lack of Care
Then, the nurse practitioner came in. She looked tired, but smiled. I was still hopeful.
But as I began to try to explain my chief complaints and concerns, she said, "I can't really hear you. Can I just get on with the exam? I was here late last night and it's been a long day."
To which I said, "I understand, I waited 45 minutes." To which she retorted, "45 minutes? Wow! That's an excellent wait time for this weekend."
To which I fixed my cold gray eyes on her and smiled and nodded. I now knew where we stood.
She did a quick exam and then sat down at the computer with her back to me, going through a checklist. She got to a line about my ears and said, "Well, your ears looked good." To which I said in a very firm whisper, "You didn't look at my ears."
At this point, she realized she was messing up. She tried to laugh it off with statements like "oh, I've just seen so many people this weekend;" "So sorry about that;" "Can I get you a bottle of water?"
Too late; I had already made a mental note to stop at the front desk and get the manager's name and number; and once I have a voice to be "heard" I will be calling to file a complaint.
In the beginning of the exam before even listening to my lungs, she asked me if I'd like a lung X-ray. I told I have no idea if I need one. Then, as I was leaving she said, "Well, I hope you don't have pneumonia." Really? Well, me too. That's why I came here!
Service with a Smile
Too harsh? I don't think so. I have high expectations of any customer facing profession. I have worked in customer facing positions at various points and in various capacities since I was 16. I have always had high expectations for myself in these roles too.
No matter whether the customer/patient/client you are seeing is #3 or #23 of the day, you better treat that person like he or she is the only person you are seeing that day. Tired? Feet hurt? Head hurt? Grin and bear it! Nothing less than what I have done myself. That's your job.
Where's the Love?
Unfortunately, this is not the only time I have received such poor health "care." Some months ago, I found myself feeling wretched a few days before I had to head out of town for work. I decided the quickest solution was to run to Target's "Minute" Clinic after dropping Darling 2 at preschool. I was the 5th patient to be seen that morning, waited 45 minutes to see a doctor, only to be rushed through the exam because she had lots of people to see that morning. She even told me that she would ask the questions and all I needed to do was answer her. I flat out told her I'd never be coming back.
There are other ridiculous scenarios over the many of years of my life. And maybe it's just me; I somehow find all the quacks out there when I am at my sickest; or so it seems.
Fighting {For/Against} Reform
But here's my point; if this is the face of health care in our country why are so many fighting so hard against a reform?
If you honestly believe there is no room for improvement in care, both from the medical staff and the approach that is taken; you don't think that anyone and everyone in this country should have access to health care; including those with pre-existing conditions, young children and the working poor like the guy delivering you pizza on that cold, snowy night that you don't want to venture out in; and you see no room for improvement in our current insurance/medicare/medical care systems, then please leave a comment here explaining your point. I'm truly curious.
The Scoop
This issue is not about whether you fall in the red or blue category or whether you support our President. This is an issue about people, and the right way to treat each other!
And don't worry, Health Partners, I'll be talking to you soon, but I'm still trying to get over this flu...Day 10. Over and out...
Anna
I haven't experienced this, but 2 years ago my sister did. My mom, a nurse, brought her in with symptoms that looked like meningitis. They blew her off, sent her home with tylenol and she got worse. A few days later she was admitted to the hospital with, you guessed it, meningitis. She also had a secondary infection and she ended up being hospitalized for a month. She had to relearn how to walk, eat and go to the bathroom. She couldn't work for 6 months. All they had to do was send her to the ER for the test they couldn't preform. There is a definite need for change.
Posted by: Erin | Thursday, January 10, 2013 at 05:56 PM