(NOTE: I was told in school it is poor practice to prescribe to your own child. Jacob needed I stronger dose of Albuterol. In the future, I may just break the guideline. AIDET stands for Acknowledge (the patient), Introduce (yourself), Duration (how long things will take), Explaination (what to expect), & Thank You and is the standard for interacting with patients at my job.
Memorial Urgent Care Clinic
c/o
Dear Southwest,
My name is Janel Hillstrom. I work as a Charge RN on 4 North at SWMC. On Sunday Jan. 25th 2009 at about 0630 am, my husband and I ended up at Memorial Urgent Care with our 17 month old son due to an asthma exacerbation. As an advocate for promoting excellence and being well aware of the AIDET format for interaction, I have to say our experience was far from excellent.
Our Medical Assistant (Lissa) greeted us with a frown and “Come on back”. She never introduced herself or explained what to expect. When the Physicians Assistant (Eric Holden) who saw us came in he did introduce himself, but only spent about 60 seconds in the room. He did not take a thorough history, his examination only included the chest (which was done though my son’s clothing), and there was no compassion, no education or reassurance offered. His comment was “Easy” and he walked out of the room.
I also work as a FNP at a clinic here in
As a charge nurse, my job is spent rounding on patients, asking them about their stay and ensuring that we are doing our best to provide EXCELLENT care. It was such a disappointment to be on the other end of Southwest’s services and to have such a negative experience. I hope that Memorial Urgent Care can receive a much needed reminder about basic customer service.
Sincerely,
10 comments:
Annoying! I am glad you wrote them a letter! I'm sorry that poor Jacob had to be the victim in all of it, too. Poor thing.
Ya, I went there after throwing up all night for some fluids. When I was finally able to leave the nurse was like "Next time you should go to the ER, you know matter of life or death" I was like huh, thats an interesting thing to say.
Side note- Sushi in PDX. Sellwood area, the corner of 17th and Bybee, its called Saburro's or something like that. Its right next door to Tres Fabu bridal/ tux place. Its really good and the rolls are huge. We've brought Nate there, he liked it. Its out toward Columbia Outlet.
Oh my goodness! That is horrible. Dumb Lissa...making MAs look bad.
So how is Jacob doing now? That is scary!
That's so frustrating, isn't it! That's good that he has a mom like you who will stand up for him...and who has the knowledge that you have incase you need it. I hope he gets better soon!
some people are so stupid. hows jacob doing?
One of my biggest irritations is the lack of simple customer service. (Does this count as a customer service issue? :) It really makes the biggest difference, for better or worse.
I hope Jacob is feeling better.
Poor kid! I've had similar bad experiences with Urgent Care & that's why I refuse to go there. Good things writing them a letter. People come in there, sick, and they act like they don't care. I hope Jacob's doing better.
Jake is doing much better. He just needed a stronger dose of albuterol.
Good for you for writing to them! A bad experience at the doctors office is thee most frustrating thing to me!! Glad to hear Jake is doing better!
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