WhiteCoat

Archive for January, 2010

How to Get Rid of a Customer

Friday, January 15th, 2010

customer service

Hello, ERP here from ER stories.

The other day we had a woman come in the the ER with complaints of vague chest and back pain for many months.  We noticed she had never been there before and was from out of state.  When asked why she suddenly decided to come in for this problem, she stated that she a seen an ad for our hospital’s new ER on a bus in her neighbourhood and thought, “Hey, that hospital looks great! I think I will go over there right now!”.

Some of the docs joked about how our hospital’s marketing dept was doing too good of a job – in attracting the wrong type of customer!  This hospital wants insured patients to come and schedule elective surgeries and have expensive out patient studies done.  Instead, they got someone with out of state Medicaid come to the ER for a completely non-urgent problem.  (I was personally more annoyed about the fact that she came in for a chronic condition than her insurance status).  Anyway,  due to her Medicaid being out of state, she would not be able to follow up with any of our doctors or our clinic so she would wind up being referred back to her state.

Which is why I was more than suspicious when the lab mysteriously lost not one, but TWO sets of bloods that were drawn on the patient.  Thus she experienced a delay of more than two hours in getting a disposition.  She expressed her frustration by saying “Your hospital is not great at all!  I am not coming back!”.    Hmmmmmmmm.

Break

Wednesday, January 13th, 2010

Had a couple of things come up and am going to be away from the computer until next week.

Enjoy all the other great blogs on my blog links page in the meantime. If your blog isn’t on the list, drop a comment in the comments section on the page and I’ll add it when I get back.

If you’re interested in doing a guest post in my absence, there’s an open mic. Whip something up and submit it to the editors at EP Monthly (editor@epmonthly.com). The jucier, the better.

Let’s see what you’ve got.

Healthcare Update 01-13-2010

Wednesday, January 13th, 2010

The game of medical funding hot potato continues. Miami hospital system stops providing dialysis for indigent patients due to mounting budget losses. Instead, patients are encouraged to go to the emergency department so that Medicaid will be forced to pay the cost for the visits.
Rather than risk crowding in their hospital emergency departments, three other Miami area hospitals contributed $100,000 to pay for outpatient dialysis for one month while seeking a longer term solution

Boston Medical Center lawsuit accuses Massachusetts of illegally cutting payments to hospital for indigent care and of “financ[ing] its health insurance law, a model for national healthcare overhaul, on the backs of poor residents.”
BMC President Elaine Ullian makes similar comments in a speech to hospital donors. Massachusetts Governor Deval Patrick gets offended and writes letter to hospital’s board of directors calling Ullian’s comments “wrong” and “unhelpful.”
In other news, Ullian was then seen sneaking around Governor Patrick’s neighborhood at night carrying a carton of eggs and several rolls of toilet paper.

Need to see a mental health counselor? OK, our next open appointment is January 2015. The average wait in Polk County, Iowa is about 14 months for mental health care and can be “up to five years before some people can receive care.” At last count, there were more than 500 people on the waiting list. Cuts in services are being made as the state tries to balance its budget.

Medical malpractice judgments and settlements are now being posted online. The North Carolina Medical Board’s site is here. A story in Fox news about the innovation is here. According to the article, about two dozen licensing boards in several states publish malpractice information.
A number of years ago, there was a public outcry when a group in Texas posted names of plaintiffs who filed malpractice suits against physicians. Everyone seems content when physicians are exposed to public scrutiny.
Also interesting that the President of the NC Board, Donald Jablonski, was reprimanded by the Florida Board of Osteopathic Medicine. Amazing what you can learn on these sites.

It is an emergency department or a hockey rink? Patient punches emergency physician in the face (link from Gladwin, MI now changed to subscription only, so article unavailable). Meanwhile, a different patient punches emergency department nurse in face. Then, a mother threatens to kill ED staff then grabs security guard by throat. I need me a stun gun.
Then I read about a police officer being stabbed in the neck and killed while sitting in his car in an emergency department parking lot.
What is wrong with people?

More budget woes affect medical care. Cook County’s $75 million health care budget shortfall results in even more cuts in medical services. Nine hundred hospital positions were cut last year and an additional 450 positions will be cut this year. A patient notes that a 10 hour wait in the Stroger Hospital emergency department waiting room “isn’t bad” and that the longest wait he’s seen is 30 hours.

Gunshot victim seeks emergency care from naturopath? And the naturopath agrees? Somehow, I don’t think herbal extracts and rolfing are going to cure internal bleeding.

Increasing medical malpractice claims in Tennessee. Out of more than 3000 cases filed in 2007, only 7 went to trial and 492 were settled. The remainder “died on the vine.”

Emergency department staffing company Team Health’s IPO was disappointing, as they only opened at $12 per share rather than the $14 to $16 they were expecting. Even so, Team Health’s net income last year was nearly $2 billion. Talk about “going green” …

For an Elephant, Maybe

Tuesday, January 12th, 2010

Vomit bagsA patient comes to be seen for intractable hiccups.

When the secretary brings him back and puts him in a room, she gives us a look and says “here’s a weird one for you.”

He gives a long drawn out story about how he had his hiccups for more than a week and he was sick of them and all the things he tried to do to get rid of his hiccups … including sticking his finger down his throat, drinking water upside down (how?), swallowing sugar, pulling on his tongue … nothing worked. He couldn’t sleep. In fact, he was hiccuping so much that he was making himself vomit.

In a last ditch effort to curb the hiccups, he drank some vodka to see if that would help … a whole fifth. His mother had to drive him to the hospital because he was a little too intoxicated to come on his own.

Nothing besides his Smirnoff breath was abnormal on his physical exam, so I prescribed him a few days of Thorazine to see if that would help and referred him to his family physician if the symptoms persisted.

He grabbed the prescription and said to his mom “Come on. Let’s get to the pharmacy so I can take a handful of these things.”
“Ummmm. One at a time, OK, there bud?”
“Yeah. Sure.”

The secretary came back after he walked out and asked “Wasn’t he a trip?”
I told her what he said about taking a handful of pills to get rid of his hiccups.
“That’s nothing. When he came to the window to register, he was feeling nauseous. I gave him a vomit bag in case he got sick. He threw it on the desk and told me that he didn’t see the need for a condom at this point and that at least we could give him one that would fit.”

We all giggled and then I started thinking to myself. Maybe he should be on that Thorazine on a long term basis.

Double Your Computer’s Speed — For Free

Sunday, January 10th, 2010

I used to like Norton Utilities for cleaning up my computer … until it became bloatware. I haven’t used Norton Utilities in several years. The ads on the radio touting a computer program that will “double your computer’s speed” … for only $39.98 per year … prompted me to write this post.

There are three programs I use to clean up my computer. As you may have guessed from previous computer posts, the products are all free.

CCleaner is a free product made by Piriform that does a good job at cleaning up rogue registry entries and junk files on your computer. I don’t think it scans as deeply as the other programs, but a plus is that it can be installed to run on thumb drives, so you don’t have to install it on your computer at all in order for it to work. It is also free for commercial use. Check out Piriform’s site for other useful programs such as a disk defragmenter and a file recovery tool.
Comodo is another company that has multiple excellent free computer utilities. I have installed its free internet security tool on most of our computers. I also use Comodo’s System Cleaner to deeply scrub my computer. The program does an great job, but sometimes I find that it pegs too many files for deletion and have had instances where some programs don’t run as quickly after I have run the system cleaner. Fortunately, Comodo has included a registry backup with the System Cleaner, so if you notice problems after running the program, you can restore your registry to its previous state without a problem. Many of Comodo’s programs are free for business use, but check the specs on specific programs to be sure.
Glary Utilities is my favorite computer cleaning program. It rivals all the commercial programs without the cost or the bloat. Glary Utilities includes a disk cleaner, a registry cleaner, an uninstall manager, a startup manager, a memory optimizer, a registry defragmenter, several file security functions, and several file management functions. The program is free for personal use, but you’ll have to pay $39 (currently they have the professional version on sale for $28 with a buy one get one free offer) if you want to get added functions or to use the program for your business.

If you need to “Double Your Computer’s Speed”, check these programs out first and save yourself some money.

For disclosure, I’m not getting any type of kickbacks or revshares for recommending any of the above programs. However, after reading Glary Utilities’ site, I plan to request a free license for the professional version of their program for reviewing their program. That wasn’t my intent when I began writing the post, but in this case, I’ll take the perk.

Healthcare for Some

Friday, January 8th, 2010

On one hand, times like these try mens’ souls.

On the other hand, times like these can show you the goodness in people’s hearts and the desperation that some patients face with medical illness.

As the number of rural health clinics has fallen from 500 to 316 in Texas, here’s a story about a small group of docs who do their best to care for patients in rural Texas. They even have a van packed with portable medical supplies that they use to perform house calls on patients too frail to make the trips into town.

The story is both somber and heartwarming.

Then there is another story about a group called Remote Area Medical that organizes events to provide free medical care to uninsured and underinsured patients.

In Tennessee, the lines for free health care begin the night before the doors open. A school serves as the venue. Bleachers are full of patients waiting for care. Patients get evaluated and treated in classrooms. Dental chairs fill the gymnasium floor.

Most patients either need to see a dentist or an eye doctor. But as the dentists evaluate patients, they note that some have medical problems that must be addressed first. One has a blood pressure of 200/120.

Insurance doesn’t do much for patients who cannot afford – or who are unwilling to purchase – medications. Many patients who are “unable” to afford basic prescriptions for as little as $4 a month have packs of cigarettes sticking out of their shirt pockets.

In two days, the volunteer staff evaluated 701 patients, extracted 852 teeth, performed 345 eye exams, and provided 87 medical exams. The total cost of the “free” care provided in two days amounted to $138,370.

Think things will change with the current health care bill? Think again. Dental and vision care are not covered for adults under the current House or Senate bills.

As the article states, “to fix health care inequities, expanding insurance alone may not be enough.”

“May” not be enough? Try “will” not be enough.

“Insurance” doesn’t equal access and it doesn’t equal health care.

Never has. Never will.

You Don’t See This Every Day

Thursday, January 7th, 2010

I heard stories of something like this happening during my residency training in a large city hospital, only in my case, it was a psych patient trying to escape from the guarded psych room. I thought it was just one of those urban legends.

Here’s proof from Serenity Now Hospital – pictures and all – that patients really do try to escape the emergency department by crawling through the ceiling.

Unfortunately, the tensile strength of ceiling tile usually has an adverse effect on those attempts.

Amazing.

Healthcare Update 01-06-2010

Wednesday, January 6th, 2010

Also check out Part 2 of today’s update over on ERP’s site at ER Stories.

Medicare on Rye, Hold the Mayo. The Mayo Clinic is no longer accepting Medicare patients at one of its primary care centers in Arizona as the reimbursements are too low and the system lost more than $800 million treating Medicare patients last year.
According to the article, 92 percent of U.S. family doctors participate in Medicare, but only 73 percent of those are accepting new patients under the program. When Medicare cuts its reimbursement by 21% in a couple of months, look for those figures to drop precipitously.
I know, it’s like a skipping record, but I’m going to say it anyway … it sure is a good thing that all those Medicare patients have insurance, isn’t it? Because according to all the health care reformers, making sure that everyone has insurance is the most important part of reform.
Hat tip to 911Doc at MDOD.

From Dr. Wes … a gerontologist who opted out of Medicare because he couldn’t make ends meet at the rates Medicare was paying.
Medicare’s response? “Medicare was only too happy to have me opt out, because to them, I’m no longer part of their problem.”
This will be the modus operandi of the future, folks. Take money from our paychecks to “pay” for everyone’s medical coverage, then diminish payments until most of the providers leave. End result: we end up paying more and more to receive less and less – or to receive the promise of more medical care that never materializes. Heck, at this rate, Medicare might be turning a profit in 5-10 years.

Europeans express surprise about the speed with which an appendectomy is performed in the US.

See? At least one of us docs isn’t a malevolent quack. An emergency doc pays a patient’s rent so the patient will stay in the hospital.

We’re already closer to national health care than we think. According to a chart posted by Daniel Mitchell at the Cato Institute, American consumers pay for less than 12 percent of their health care costs. I’m not sure that is entirely accurate as a large amount of health care costs are funded by Medicare taxes taken from our paychecks, but the impression that we “aren’t paying for health care” likely explains why few people care about (or even know about) how much health care actually costs and why the system will crumble when 40 million members are added to its ranks.

Family awarded $20 million when woman aspirates stomach contents during surgery and dies.

Family of 3 year old child awarded $15 million when child dies after eighth surgery “in a desperate effort to save his life” from a heart birth defect. Surgeon leaves position as chief of surgery after lawsuit filed. Don’t worry, though. Direct medical malpractice is only a “tiny fraction” of all health care costs. Lawsuits like this are nothing to worry about.

Suing hospitals that “didn’t plan well enough” for Hurricane Katrina. The hospital systems “met or exceeded applicable electrical codes and standards,” but they didn’ t withstand flooding from the hurricane. With 200+ lawsuits now pending, some hospitals are deciding whether to spend money on equipment for the intensive care unit or on upgrading the emergency electrical system so they don’t get sued again.
Some lawyers just need to be castrated with a couple of bricks.
In other news, JCAHO has now deemed hurricanes a threat to patient safety and cited God for causing them. God has 30 days to come up with an action plan or risk being decredentialed as a deity.

Maybe we can sue our way to better health care. Opponents of the health care bill argue that the “individual mandate” in the health care bill is unconstitutional.

Doctors Warn Cold Weather Causes Problems.” Phew. Glad they cleared that one up for me. Still have these nagging questions about loaded guns and intravenous drug abuse, though. Maybe they can do a follow up article.
The article states that “Flu, pneumonia, the common cold, even allergies can flare up, the problem arises when people assume they have these sicknesses and avoid finding underlying problems.” So rush to your doctors for all your snot noses boys and girls. Wouldn’t want to miss some underlying problem like nematode infestations or something.

Sexual Assault in the ED

Tuesday, January 5th, 2010

This story concerns me.

On one hand, there is an emergency physician who, by some accounts, had a “sex addiction” and was accused of drugging intoxicated females and then groping their breasts.

On the other hand, the females were so “incapacitated” that they were “unable to resist” or presumably to even yell for help when the physician was doing these things.

I don’t know all the facts, so I can’t comment upon the merits of the case or upon the jury’s verdict.

From a patient’s perspective, it is pathetic to think that a physician would even consider doing things like this.

From a physician’s perspective, it is scary that the accusations by patients rendered “incapacitated” by alcohol or medications could cause you to be investigated by the state, get dragged through a trial, and possibly be thrown in prison for 10 years. This whole propofol side effect issue hits closer to home, now.

I have been involved in one investigation where a physician was accused of physically assaulting a patient by pushing her to the ground. The patient was upset that she didn’t get the medications she wanted and she and her husband filed a formal complaint against the physician the day after her emergency department visit. Fortunately, in that case, the patient was already being verbally abusive to the emergency department staff and security was called. Security witnessed the entire “event” from behind the curtain in the room while the door was open and confirmed that the patient was upset about not receiving medications and that the patient was never pushed to the ground.

Another physician with whom I worked was accused of fondling the breasts of women because he lifted their left breasts up to listen to their hearts.

In another incident, I was accused of raping a patient.

An elderly patient fell down a flight of stairs and was complaining of hip pain. I examined her entire body to look for other injuries. I routinely palpate the entire body, including the head, neck, ribs, back, stomach, pelvis, arms, and legs. The woman called administration several months later to complain that I had “raped” her. I had no idea who she even was by that time.

When I heard about the patient’s allegations, I made a copy of her chart, went straight to the police station after work, and reported what the patient had stated. One of the investigators immediately went to the patient’s house and took a statement from her. Her only accusation was that I “squeezed her hips” – which I routinely do during my exam to assess for a pelvic fracture. After talking with the investigator, the patient declined to file a complaint.

So what do you do?
Examine only the portions of a patient where the patient has pain and risk missing an injury? Or fully examine the patient and risk being accused of sexual assault and a jail sentence?
Do we start videotaping all patient encounters to maintain evidence that we didn’t do something inappropriate?
Do we have a nurse follow us into all the rooms as witnesses and take them out of their patient care roles?

And what should happen to people who file false reports?

Scary times for all involved.

Funny Kid Quote

Monday, January 4th, 2010

Master Oogway had a great time at the WhiteCoat Transient Home for Displaced Reptiles, but is being brought back to his permanent home this morning.
Since we never cared for a turtle before, Mrs. WhiteCoat went to the local pet store and consulted with a reptilian expert about the turtle’s care. The reptile expert confirmed that Mr. Oogway should get daily warm baths (which he was not getting at school) and that he likes bananas, strawberries, and worms for snacks (mealworms, not the intestinal kind).
The reptile expert also reminded us that salmonella is a natural flora for a turtle and that anyone touching the turtle should therefore wash his or her hands to avoid getting a salmonella infection.

Over the weekend, six year old daughter WhiteCoat had a couple of friends over and introduced them to our dog, then to our fish, then to Master Oogway.

One of the mom’s friends was talking to Mrs. WhiteCoat, stopped in mid-sentence, and gave Mrs. WhiteCoat a quizzical look when daughter WhiteCoat told her friends:

“This is the turtle we’re watching until school starts again. You can pet him, but just wash your hands afterwards. He is infected with deadly diseases.”

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