Emergency services selects for a unique “customer” base. This customer base is comprised of the truly ill and the desperate, those who have no where else to turn for care, as well as those with poor coping skills and a naiveté regarding emergency care realities and, on occasion, those with secondary gain interests. What is being measured is the perception of quality in care and not quality of care. The survey industry has duped the hospital administrators who are trying to promote their “businesses”. Kind, considerate, thoughtful care, with a focus on the patient is absolutely paramount. Inappropriate prescribing of antibiotics and addictive narcotics, exposure to potentially harmful unnecessary studies, especially in developing children, as well as further straining an already economically burdened health care system are just some of the products of blinding following these surveys. The survey industry has duped hospital administration into believing that the same system used to evaluate customer service at my auto dealership translates to all niches of hospital care. Obviously, it doesn’t. Blind focusing on these surveys without true reflection on their source and meaning will lead to many patients becoming victims.
I found the following on a general search for a project I’m working on. Interesting points. The google search simply led to a download with no listed author. If you know who wrote this, please let me know!
Emergency Department Overcrowding: Right diagnosis, wrong etiology, no treatment
There’s been a lot of hoopla about the phenomenon of emergency department overcrowding in recent years. This has been an issue worthy of Time magazine, CNN, and Nightline. Do we know the solutions? Are we on message? Or have we done ourselves harm?