I GOT A CALL THE OTHER day from someone who has an issue with the hospital, and frankly, I wasn’t sure what to do with it. Our hospital, or rather Duke LifePoint’s hospital, has been the subject of a lot of complaints ever since they opened their new facility some four years ago.
Thanks to social media, we’ve all heard the criticisms of UPHS – Marquette. And like everything else, bad news gets the clicks, while success stories get ignored. And it’s safe to say, there are plenty of both.
The complaint I heard the other day was regarding a situation where a patient went to the emergency department and was subsequently admitted for further observation. Sounds reasonable, except there’s such a thing as “observation status,” which falls into a different category than your standard admission.
The problem in this case was that the patient was not informed she was being admitted under such status, which… and there’s no surprise here, is not always covered by insurance. So now the patient is on the hook for a night at UPHS, which she would have declined had she known the financial implications.
So that’s one story, one complaint, that has nothing to do with a patient’s actual medical care, but rather a process that lacks concern for that patient’s ability to have a say in their own treatment plan. It’s not an isolated case, but rather just one example of the challenges patients face when keeping their healthcare local.
If I had kept track of every Facebook post critical of UPHS – Marquette since moving into their new facility, I’d have any number of issues to cite. Those would include, but are not limited to… an inefficient emergency department, overworked nurses trying to provide at least a minimum level of care, wait times unbecoming of health issues, and an administrative team unwilling, or unable to address such concerns.
Here’s the thing. It’s easy to pile on, and the hospital is a convenient target. But it’s not always fair. I have no idea what goes on behind closed doors over there, but I have to believe the decision-makers are doing what they can to help the hospital live up to its promises of quality care. I’ll point out here that there are plenty of instances where patient outcomes have been everything from satisfactory to exemplary. I’m familiar with a number of stories that attest to that, my own included.
I’ve also heard good things about CEO Gar Atchison, and I’m acquainted with a number of those serving on the Board of Trustees… concerned citizens all. So why isn’t the hospital held in higher esteem? Why do so many people travel to other states for their care? Why is UPHS – Bell in Ishpeming often preferred over the hospital just down the block?
Good questions, without one answer that would put it all in perspective. There are reasons, not excuses, for why the hospital struggles to bask in the universal praise of the community it serves.
Among other things, the delivery of healthcare in the hospital setting is more complicated today than ever before. I have to believe that just adhering to the myriad government regulations in how you administer acute care is mind-boggling. Throw in things like ever more complicated procedures, high-tech equipment unlike anything we’ve ever seen, a short supply of qualified staff, and the challenge of staying financially stable… well, you might as well have a dumbwaiter filled with Tylenol… headed from the pharmacy to the upstairs corner offices.
When the hospital loses specialties, or the public’s confidence in those they do offer, other providers are quick to move in and fill the void. One observer suggested that there’s a “parallel health system developing in our community.” That can be seen as new offices, offering competitive services, open in the Upper Peninsula Medical Center. Is it a stretch to suggest UPHS – Marquette is becoming a “boutique” healthcare facility?
If you visit their website you can check out all their accreditations and citations and awards and honors. But if that nurse you haven’t seen in who knows how long is in the last hour of a double-shift, all the kudos in the world won’t make you feel any better. And let’s be clear… we’re not blaming nurses, or doctors, or any of the medical staff for any hospital shortcomings. Whenever we see a complaint, we invariably also see a disclaimer that heaps praise on those who provided care… however they could.
I reached out to a hospital spokesperson for comment, but was instead referred to couple local articles singing their praises. A recent guest column in the Mining Journal written by LSCP CEO Christopher Germain cites the undeniable value UPHS – Marquette brings to the community. And he’s not wrong. Millions in tax dollars, thousands of jobs, a supply-line for ancillary products and services, and a commitment to programs that benefit the community, are the types of things you don’t see in a FB diatribe.
I’ve always thought leaving the area for your surgeries and procedures should be a last resort. Some swear by it while others put their trust in their local doc and medical team. Maybe it’s the idea that whatever it is, it’s better someplace else. I look forward to the day when our hospital, or rather Duke LifePoint’s hospital, is once again seen as a desirable healthcare destination. I don’t sense that feeling in the community today. Am I wrong? I don’t think so. Regardless, one thing you can do to help ensure a positive outcome is to be your own patient advocate, no matter where you get your care.
A previous CEO told me how proud the community was going to be when that glistening new hospital rose along the bypass. True, it’s a modern, nice-looking facility, but as we know… beauty is only skin deep. It’s what’s inside that counts. As hospitals like UPHS – Marquette are now for-profit institutions, there will always be a tug-of-war between the care-givers and the bean-counters. Does that lead to better care? Or just keeping the doors open?
My caller with the admissions issue sent a letter of complaint to administration but hasn’t yet heard back. It’s often said that the way to judge a business is how they respond when there’s a problem. Yes, that’s important, but when it comes to healthcare, it’s even better to avoid those problems in the first place.