Don't Back Down

For better or worse, we recently had the opportunity to visit Carolinas Medical Center when my wife went in for a brief operation. We went in on a Friday morning, and by lunch time, she was being wheeled in for the procedure. A couple of hours later, she was out and in her very own room. By Sunday, she was headed home. Overall, it was a good experience (more details below).

Contrast this to the three day surprise visit to Presbyterian Hospital, and I'd have to say that we were pleasantly surprised.

Firstly, let me say that we fully understand that in one case (CMC), we had an appointment, while in the other we did not. I know that makes a difference. But there are other differences as well, that cannot be solely blamed on the conditions under which the patient was admitted.

At Presbyterian, my wife went in one Monday evening after visiting the emergency room for unusual pains. We ended up spending most of the night in the emergency room because the hospital was completely full. I understand this can happen, so I don't hold anything against them for that. Over the next three days, the hospital proceeded to do roughly one test per day, and ultimately released her with no diagnosis whatsoever.

During the stay, she was routinely left waiting (and waiting), and there was little to no thought given to the comfort of her, or the family (that is to say, me). The hospital is older, so the rooms are smaller. She was moved no less than three times, and often, the nurses would transfer anyone asking for information from one place to another, leaving you with the distinct impression that they had no idea what was happening. Overall, it was a mess.

To make matters worse, it just wasn't comfortable. The rooms were barely large enough for the beds, much less another chair of any sort, and there was no wireless access, so staying with patients just wasn't a possibility. It was quite easily the worst three days that I have spent in some time.

Compare this to CMC. From the moment we walked in, the information was flowing. The communication was excellent. It seemed like every time we turned around, they were letting us know how things were going, even during the operation itself! The rooms were larger (a function of not being in an older building), there was wireless access throughout, the rooms were large enough to hold more than just the bed and the whole experience was excellent.

They even gave you free papers at the information desk, and didn't charge family for visiting (well, they would if you didn't get your parking validated). But at Presbyterian, you had to pay regardless. One facility just left a much better taste in your mouth.

The only bad thing to say about CMC is that their cafeteria didn't take credit cards (the one at Presbyterian did). Though they had an ATM machine at the entrance to the cafeteria, it would have been nice if they posted up front that they didn't do this, as we had six people that had their food, and if I didn't have the cash to pay, it would have been a bit of a mess if I didn't!