Madison Memorial Hospital will hold focus groups in response to an ER complaint on Facebook

REXBURG – After seeing online complaints of inattention successful nan emergency room, Madison Memorial Hospital wants to do better.

The infirmary will soon clasp attraction groups to reside complaints astir consequence times successful nan ER aft a Facebook station garnered almost 200 comments and 153 reactions, detailing antagonistic experiences.

Cassidy Chun posted astir her grandfather’s acquisition successful nan ER successful nan Life successful Rexburg Facebook group, which has 16,100 members. According to nan Facebook post, Chun’s mother, Becky Sellers, took him to nan ER aft his hands sewage crushed.

Chun says her grandfather sat successful nan ER waiting room for almost 2 hours earlier being seen. When Chun’s grandfather was seen, Sellers was shocked to admit nan expert arsenic a man who had been sitting astatine nan nurse’s position while they waited.

Ultimately, nan ER expert ne'er examined Chun’s grandfather. Sellers says he referred nan diligent to a master successful Idaho Falls.

“This is astir a diligent that was successful excruciating pain, daze and bleeding for almost 2 hours successful nan ER, pinch a expert sitting correct there, and doing perfectly thing astir it,” Sellers said. “Even aft many times being asked by nan caregiver and ourselves, he ne'er moreover looked astatine him. The caregiver did. The X-ray technicians did.”

The station garnered 192 comments, galore of which echoed nan sentiments of nan original post. After seeing Chun’s Facebook post, Jess Goudy, nan communications strategist astatine Madisonhealth, posted a consequence to nan Facebook group.

Shortly aft Goudy made nan post, nan infirmary contacted Chun and asked if she would for illustration to beryllium portion of an ER attraction group.

Doug McBride, nan executive head for business improvement astatine Madison Memorial Hospital, says nan feedback is adjuvant because they don’t person it often.

When patients travel in, they person a diligent packet containing accusation astir nan diligent support hotline, wherever patients tin taxable complaints. The hospital’s value squad has conducted investigation connected nan ER department, and they recovered that little than 1% of patients person submitted complaints pinch nan ER department.

“There’s evidently a disconnect from group emotion aliases being capable to sound immoderate concerns aliases immoderate issues astir nan attraction they received,” McBride said. “So that was 1 of nan biggest things that alerted america to nan thought we request to beryllium looking astatine this.”

The infirmary will person aggregate attraction groups to study really they tin amended nan ER. McBride says they will commencement sending retired attraction group invitations adjacent week.

“It is really a precocious aggravated area successful immoderate hospital, and truthful thing we tin find retired that we mightiness beryllium capable to support them and springiness those resources to assistance successful that area is really what we’re hoping to achieve,” McBride said.

Additionally, members of administration, nan nationalist relations squad and nan value squad will attend, truthful they tin make nan due changes quickly.

“We’ll really person determination makers and group who tin instrumentality alteration for immoderate we find out,” McBride said.

Outside of nan ER, Chun and Sellers person had affirmative experiences astatine nan hospital, and they conscionable want protocols to alteration truthful patients person nan attraction they need.

“I really really for illustration nan hospital,” Sellers said. “Our only problems we’ve ever had is conscionable nan attraction of getting that first needs met erstwhile we participate nan emergency room and nan knowing that to us, this is an emergency and if we wanted to wait, we’d spell to nan doctor’s office.”

Madison Memorial Hospital wants to summation nan community’s trust, and is consenting to gain it.

“We emotion our community,” McBride said. “It’s been a great, awesome area. It’s been supporting america for truthful agelong and we conscionable person immoderate bully abilities and strengths present and I deliberation if we activity together, we tin activity done immoderate of these issues.”

To taxable diligent feedback, telephone Madison Memorial Hospital’s diligent support hotline astatine 208-359-9812.