March 16, 2015
1778
To the Editor:
I recently had the misfortune of having to go to the emergency department at the Kincardine hospital. Having lived in this town for more than 30 years, I can count on one hand the number of times my husband and I have required the services of the emergency department.
On this particular occasion, it was after 10 p.m., so I knew the entrance doors would be locked – which I have since discovered a lot of people in Kincardine do not realize. You're supposed to pick up the phone located near the inside entrance which rings to alert staff that someone is there – after finding it in a dimly-lit area somewhat hidden behind tables, posters about travel warnings, etc.
How nice to discover that the phone didn't work! At first, my husband couldn't see any staff, but when he did, he tried to get their attention. Someone did see us and came to “unlock” the doors. However, once the doors were unlocked, they wouldn't open! Between my husband and the staff member, they were able to pry them open.
While my situation was not “life-threatening,” I can't help but wonder about others who may come to emergency “after-hours” with situations that are – to find a phone that doesn't work, staff that may be tending to other patients and, therefore, not within sight, and doors that won't open. Doesn't exactly inspire confidence.
While we're grateful that we have a hospital, we fondly remember “the good old days” when the emergency department was a well-designed layout and you could actually get in without any trouble.
Marlene Chornie
Kincardine
Editor's Note: When contacted about this incident, Paul Rosebush, president and chief executive officer of the Kincardine hospital (South Bruce Grey Health Centre), said he can appreciate the patient's experience and the reaction to the concerns cited by her and her husband.
"To date, I have not been made aware of any other occurrences like this and I will have the systems tested today and corrected, if required. Our goal is always to provide “high quality care” and addressing issues like those conveyed will help us to make all patient experiences more positive."
Patient experience co-ordinator Meghan Legge states the problem with the emergency department door was a rare, unanticipated failure. Plans are in place to replace the doors, due to their age, and reposition the phone and video camera as part of the facility improvements currently under way at the Kincardine hospital. The ER phone was checked this morning and is working. If the phone is not functioning, the patient could still be seen by sightline and on the video camera that is in place (there is also a monitor on the inpatient unit). In addition, a review will be done of all signage in the Kincardine hospital entranceway vestibule to see if any improvements can be made.
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