NOT FRANTIC

The past few weeks have been intense. I lose track of time. Retirement tends to make our days and weeks run into each other seamlessly. It can be difficult to remember when something happened — whether it was yesterday or a week ago.

I generally don’t mind the streaming life we lead. It’s peaceful and I’ve grown fond of our quiet life in the country.

Photo: Garry Armstrong

The medical stuff, though, has lent a level of pressure and complexity that has made me more alert. The first was the realization that the hospital we supposedly depend on is a genuine, card-carrying mess. It’s not just me saying so, either. The Internet is full of upset people who have registered complaints and never had them addressed. Nurses assure us that the hospital is “atrocious,” which isn’t the word you want used to describe your primary medical facility. This wouldn’t be such a big deal for me because I have my cardiologist and oncologist at other facilities. I am graced by Blue Cross’s PPO for Medicare patients which lets us use any doctor and hospital.

While I’ve been getting aggravated about my own little issue, I’ve been getting more worried about Garry’s cochlear implant. We have only seen the doctor at UMass. There is more I don’t know about this procedure than I ought.

There are many ways to do it. I haven’t done my homework. Meanwhile, putting Garry in the hands of the people at UMass? If I can’t trust them to take a simple message, why would I want to put my beloved into their hands?

Hospitals aren’t about doctors. The people who run hospitals are receptionists, office managers, nurse’s aides, and nurses. You don’t see doctors much. They come, perform surgery, drop by to tell you you’re fine (or not fine or will be fine), but they are rarely visible on a hospital floor. All  your daily business will be managed by the underpaid, overworked, and often foreign-language-speaking minimum-wage workers who slouch your way when you press that “I need help” button.

I’ve been overdosed with medication to which I’m allergic despite my urgent warnings. Found myself with no functioning lungs and a stopped heart — information that was conveniently never written into my records. Hallucinating from morphine, to which I am allergic.  Fed food guaranteed to kill me if I was foolish enough to eat it.

Why?

Because nurse’s aides in most big hospitals don’t speak or read English. The doctor’s messages are meaningless to them. They have no idea what they are doing because no one trained them. And some of them just don’t care. All they want it a paycheck and to get off their tired feet.

They are greatly overworked and deeply underpaid. What do their bosses expect will happen? Are you really going to get top quality service from these downtrodden people?

Only at Beth Israel were real nurses attending me. Everywhere else, my interactions were with aides and orderlies and occasional a receptionist at a desk somewhere. Conversations were with rude, short-tempered women (sometimes men) who followed “rules” that could kill you because the human mouthing “the rules” didn’t care if you lived or died. The rules were the important part. They were trained to follow the rules. If something went wrong, well, no one can blame them. They followed the rules. They did what they were supposed to do. If there was collateral damage — like a few deaths here and there — oh well. Oops.

No hospital will ever be better than its lowest paid, most exhausted worker. If you can’t improve the quality of your staff with intelligent training, your hospital will always be a horror show for patients.

I should be frantic and would be, but my Blue Cross Plan gives me choices. My alternatives will be less convenient, but at least we will feel safe.

Safe seems the place to be.

Categories: #Health, #Photography, Blackstone Valley, Customer Service, Medical

Tags: #Photography, Daily Post, frantic, Hospital, medical, not frantic, running a hospital, UMass Memorial