With Eyes Wide Open
On Saturday June 9, a serious medical condition--a severe diabetic foot infection--required me to be hospitalized for intravenous antibiotics. My physician and I discussed treatment options. My physician said, "Well, you can go to Peterson or Fredericksburg. You know, we really hear a lot of bad things about Peterson--but it's up to you. Kerrville is a lot more convenient, and since you are a doctor and you are thinking clearly, you will be able to watch them and will know if anything is a problem." Convenience rules. I elected to go to Peterson.
Now, along with lots of other folks in Kerrville, I had heard my share of "horror stories" about our local hospital. Let me hasten to say that these were stories from "regular" lay people, not from anyone in the medical community. Bad results. Unexpected death. A whole range of stuff. I can't say I was scared to be there; I felt that I was capable of monitoring my own care. I expected problems. I expected to "go AMA"--medical jargon for leaving "against medical advice".
I was loaded for bear!
What I Experienced
Arriving at the Emergency Room around 10 AM, I was greeted courteously and promptly "taken back" and placed on a stretcher in an exam cubicle. A covey of nurses quickly came in and gathered some medical info and made sure I wasn't dying (I wasn't). It was then over an hour before I was seen by a physician--not a good start, I thought. When the ER doctor finally arrived, he introduced himself and looked at my foot. I explained what had happened, how I had failed outpatient therapy, and why my physician and I thought I needed IV antibiotics. He agreed with us (smart guy) and ordered some lab work and an x-ray. These were normal (good news, but not unusual) and started some IV antibiotics.
About a geological age later he returned and stated that I should probably stay in the hospital (D'oh). I asked him about hospital care and he told me that he was a "locum" (a temporary, fill-in physician) and that he really did not know anything about the doctors here or how the hospital worked. I told him that I expected to be admitted by a
hospitalist (a primary care physician, usually from Internal Medicine as a discipline, who only handles patients while they are in the hospital). The ER doctor did the paperwork to get me admitted and up I went to unit 3-West.
The nursing care I received ranged from good to excellent. Admittedly I was perhaps the "wellest" person in the hospital, but my nurses were attentive, efficient, pleasant, and just positive in every way.
Food service. The food service was very persistent in always getting an order from me, but alas, their offerengs I found to be absolutely awful except for the fruit bowl. Then again, it is hard to mess up some cubes of cantaloupe and a few red grapes. But then nobody goes to a hospital for good food.
Torture, or What Things were Bad?
There is an amazing lack of coordination of services in the hospital. Nurse visits. Vital sign checks. Lab draws. Blood sugar checks. Dietary delivery. Why can't all of these things be done at the same time? During the day it is not too much of a problem, but at night being awakened every five to ten minutes for a series of tasks with questionable importance is pretty irritating. But this is an age-old complaint about hospitals--nothing new here.
Poor, Late, or Erroneous Communication
By far, my main complaint in the hospital was
lack of communication. You just could not find out what was going on. It started upon admission--when I first got to my room I was told "the doctor will be here in a few minutes"; later, "the doctor is here and he will see you soon"; a few hours later, "we have called the doctor".
It was five or six hours after I was admitted before the doctor saw me the first time. I thought this was a bit slow; of course the ER doctor had seen me, but he was not in charge of my care. Since I was in the hospital for an infection, I thought it was pretty important for the internal medicine specialist to see me soon to evaluate and assess the treatment I was to receive. This was a frustration for me each day...I never knew when--or if--the doctor was coming around.
When I did hospital practice myself two decades ago I was probably guilty of some of this too.
But the thing that bothered me the most was that after the end of the third day, when I was to be discharged for at-home intravenous antibiotics--the instructions I was given by the hospital were
totally wrong. I was pretty upsest to be told by the RN that I would have to return to the hospital several times daily for doses of IV antibiotics, that I would not be able to receive these at home "because these are very powerful medications". I argued that it made no sense for me to have "at home antibiotic therapy" if I had to return to the hospital several times a day to get medication. Rather than continue to battle, I decided to straighten it out the next day as an outpati ent. Happily, the next morning I was happy to find out that everything the discharging RN had told me was incorrect. I was also not told, by nurse or doctor, what meds I'd be receiving or what to expect for followup. The printed instructions I was given at discharge were either wrong or inaccurate on several issues.
This morning--one week after my discharge--I was called by a physician office wanting to know why I missed my appointment. I had not seen this physician and my hospital discharge papers said nothing of my having such an appointment.
Communication problems never build confidence in anyone. Since I am a doctor I was able to "fill in the blanks" pretty easily even though I was not given some very vital information. Other patients might not be so lucky or as familiar with medical care.
So What did I think of Peterson Regional Medical Center?
On balance I was very pleased with the care I received at PRMC. The nurses were nice and good and, hey, I still have my foot--which was the main goal. But I did encounter several irritating and troubling inefficiencies in the care that was given--most critically the all-important lapses in correct discharge information.
So What should a Kerrvillian Do?
I think PRMC is an excellent facility and you can get good care there. Unfortunately, like any hospital whether it be PRMC or Methodist or North Central Baptist, you can also get bad care there. But I think the problems that we find in Kerrville are the same problems that you can find at any hospital or town. No place is exempt. Much of it is just a product of the mess that healthcare is in in the United States today and there are no easy fixes. so, in the meantime, we should:
1. Support PRMC. It's a good facility, and a community of this size needs a good facility.
2. Be very vigiliant if you or a loved one is a patient.
3. If something seems wrong...ASK ABOUT IT.
4. Question all tests and treatments. This allows a double-check and can reduce unnecessary tests and expenses.
5. Don't suffer in silence...you will be popular if you don't bother the staff, but it is not in your best interest to be popular.
6. Above all, STAY OUT OF THE HOSPITAL!!! Follow good, healthy "clean eating" practices, be safe, and take care of your health. It's your responsibility.