Hello, ERP here from ER stories.
The other day we had a woman come in the the ER with complaints of vague chest and back pain for many months. We noticed she had never been there before and was from out of state. When asked why she suddenly decided to come in for this problem, she stated that she a seen an ad for our hospital’s new ER on a bus in her neighbourhood and thought, “Hey, that hospital looks great! I think I will go over there right now!”.
Some of the docs joked about how our hospital’s marketing dept was doing too good of a job – in attracting the wrong type of customer! This hospital wants insured patients to come and schedule elective surgeries and have expensive out patient studies done. Instead, they got someone with out of state Medicaid come to the ER for a completely non-urgent problem. (I was personally more annoyed about the fact that she came in for a chronic condition than her insurance status). Anyway, due to her Medicaid being out of state, she would not be able to follow up with any of our doctors or our clinic so she would wind up being referred back to her state.
Which is why I was more than suspicious when the lab mysteriously lost not one, but TWO sets of bloods that were drawn on the patient. Thus she experienced a delay of more than two hours in getting a disposition. She expressed her frustration by saying “Your hospital is not great at all! I am not coming back!”. Hmmmmmmmm.