It has been a pet peeve of mine for a number of years of the terrible emergency care mostly due to my personal experience of a cancer patient and observing the long waits. This prompted me to sponsor a symposium on emergency care based on process design with the people who are the best with Terri Zborowski and team at Ellerbe Becket AECOM and Dr Todd Warden, a leading ER specialist from the US who amazing with his expertise brings the wait time down to 9 min.
What was there not to be impressed? We had eight Ontario hospitals participate and some who could not attend attend due to timing conflicts received a package. The bittersweet irony was that Ontario Long Term Care called and stated great idea but because it is free we just “don’t know what to do”. Despite the setback I continued to contact physicians across Canada and sent the info package.
Well, something must have worked because my wait time in the Toronto General Hospital or better known as TGH was only 30 mins and I was sent directly to a room. The waiting room was even clean and I noted it was divided into two sections of triage those registered and those waiting to be registered.
I was pleased with the prompt care, diagnosis and treatment. The staff did not appear hurried although one nurse thought I was a renal transplant without checking my ID band and the ER physician, Dr Salmon who was professional was running out the door when I tried to ask a question. This is one reason why I like to pay directly for care at the Mayo because then there is more of a customer patient service. This caused some problems when the pharmacist had to call back the doctor to clarify a medication as it was contraindicated as an allergy on my alert. I hate clogging up the system.
I had to chuckle when I heard a nurse in the next room telling the patient to order pan medication because she is paying for it anyway through OHIP- it is free. So don’t hold back.
I was impressed when I left the ER well under 8 hours with my prescription in hand to see a room off to one side with big words, “Rapid Assessment” and that helped eased the clogging with triage. I am sure this was part of our input from the symposium as our diagrams clearly indicate this process, although I never knew until I was again, the patient who is the real test.