I know they don't mean to. I know they are trying to do their best by their patient and can't understand how it feels on our side- but here is a way that people's primary doctors set ERs up for failure, and it can basically be summed up in this phrase: "I'll call the ER and let them know you're coming."
Every day, several times a day, those of us working the front desk will hear these words, strong and filled with confidence of the power they surely contain, "My doctor sent me. He called, you should be expecting me." No other explanation should surely be needed, open wide the gates and let me pass! Usher me past all these poor waiting souls who were not likewise sent by their doctor. How disappointing when the poor chap at the desk has to say, I'm sure they did, but you'll have to get in line. Because you see, it's all good and well for your doctor to send you to the ER if they have concerns that can't be addressed in the office, and if they want to call us about it that's fine too, but very rarely will it change anything about the ER process. You will still have to be triaged, and you will still be sorted according to the actual urgency of your condition.
But when people hear 'go to the ER we'll let them know you're coming', they hear "you need immediate treatment and you will get that as soon as you walk in the doors". But that is a faulty perception, because lots of people get sent by their doctors offices, few of them need some immediate treatment or testing, and rarely will their doctors call "bump them ahead" in line if there's a wait. But since before entering our doors they have that expectation, any form of waiting or perceived lack of urgency on our part will mostly be interpreted as negligence. People seem much more likely to be angry or indignant at waiting if they were sent by a doctor who 'called ahead'.
There is also the perception that since their doctor called, as soon as they state their name we should know their story. "Oh Mr Jones, yes! We hear you may have a kidney stone! Come this way please, excuse me everyone! The doctor is waiting for you..." I can't tell you how many times someone comes to the front desk and states their name confidently, pauses awkwardly as they await recognition, then state a little perplexed- "My doctor should have called..." Immediately set up for disappointment. I can understand its a good customer service move on the PMD end of things as no one wants to hear they should go to the emergency room, and no one wants to hear they may end up waiting a couple of hours once they get there, so an offer to call ahead seems caring. But the problem is that it rarely makes any actual difference on our end, it just creates an expectation that too often can't be met, and a faulty perception that leaves the ER looking like the bad guys.
So there ends my rant. Just remember that if your doctor sends you to the ER, you should go. But if they really think that you need treatment that cannot wait, they will call you an ambulance. If they do not call you an ambulance and the ER is busy, you may still have to wait.
Every day, several times a day, those of us working the front desk will hear these words, strong and filled with confidence of the power they surely contain, "My doctor sent me. He called, you should be expecting me." No other explanation should surely be needed, open wide the gates and let me pass! Usher me past all these poor waiting souls who were not likewise sent by their doctor. How disappointing when the poor chap at the desk has to say, I'm sure they did, but you'll have to get in line. Because you see, it's all good and well for your doctor to send you to the ER if they have concerns that can't be addressed in the office, and if they want to call us about it that's fine too, but very rarely will it change anything about the ER process. You will still have to be triaged, and you will still be sorted according to the actual urgency of your condition.
But when people hear 'go to the ER we'll let them know you're coming', they hear "you need immediate treatment and you will get that as soon as you walk in the doors". But that is a faulty perception, because lots of people get sent by their doctors offices, few of them need some immediate treatment or testing, and rarely will their doctors call "bump them ahead" in line if there's a wait. But since before entering our doors they have that expectation, any form of waiting or perceived lack of urgency on our part will mostly be interpreted as negligence. People seem much more likely to be angry or indignant at waiting if they were sent by a doctor who 'called ahead'.
There is also the perception that since their doctor called, as soon as they state their name we should know their story. "Oh Mr Jones, yes! We hear you may have a kidney stone! Come this way please, excuse me everyone! The doctor is waiting for you..." I can't tell you how many times someone comes to the front desk and states their name confidently, pauses awkwardly as they await recognition, then state a little perplexed- "My doctor should have called..." Immediately set up for disappointment. I can understand its a good customer service move on the PMD end of things as no one wants to hear they should go to the emergency room, and no one wants to hear they may end up waiting a couple of hours once they get there, so an offer to call ahead seems caring. But the problem is that it rarely makes any actual difference on our end, it just creates an expectation that too often can't be met, and a faulty perception that leaves the ER looking like the bad guys.
So there ends my rant. Just remember that if your doctor sends you to the ER, you should go. But if they really think that you need treatment that cannot wait, they will call you an ambulance. If they do not call you an ambulance and the ER is busy, you may still have to wait.
Well said! I'm astonished at how many people show up just expecting us to have rolled out the red carpet when we haven't even so much as gotten a phone call from the MD's office. A head's up would be nice but does not guarantee a bed in the ER.
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