I’m an emergency ward doctor. One day, they told me my mom was having problems breathing. She was suffering from a certain contagious illness, and I couldn’t see her in three days. The news wrecked me for some minutes. I sat down and grabbed my head to put my mind together.

At that exact moment, someone with a massive brain stroke came to ER. I rushed to help. It took around thirty minutes for me to come back.

This resulted in a man screaming and swearing at me.

Man: “What’s taking so long? My son could’ve died waiting for you!”

Me: “Sir, there’s a person whose brain is literally bleeding. We had to attend to them.”

Man: “Well, they’ve probably been bleeding for some days now! My son has a runny nose!”

After graduating college, I thought I was lucky enough to get a management position with a company on the Forbes 500 list. In all honesty, I am just a glorified dispatcher handling one of the departments in one of the hospitals in the inner city of a very old, old historic city.

In most hospitals, there is something called a priority list: who goes first in any situation. Number one priority are intensive care patients, codes, STATs, and traumas. Next is operating room patients, special procedures, people going to XRAY, Cat Scan, etc. On the very bottom is equipment — things like the pumps used to give people an IV.

Our primary customer is the hospital. We live and breathe to serve the hospital.

Here is a REAL conversation I had with one of the hospital personnel. I have MANY conversations like this daily.

Nurse: “Hello, I am calling from [Unit]. We called for some equipment an hour ago.”

Me: “Yes, I am sorry for the wait, but we currently do not have anyone available to bring that equipment up. As soon as we do, I will make sure it gets to you.”

Nurse: “Well, why is no one available?”

Me: “They are handling other patients in the hospital.”

Nurse: “My equipment is more important.”

Me: “I am sorry, ma’am, but the hospital has strict priority standards that we have to stick to.”

Nurse: “Yes, but this equipment is for a patient.”

Me: “Yes, I understand that, but unfortunately, we have had several ICU patients that have had to go down to testing units. In fact, we just received a call for a STAT (very important) ICU to go down for an emergency test for complications.”

Nurse: “Well, equipment should come before anything, as it is for a patient. This is a problem; it needs to change. I want to complain!”

Me: “If I am understanding you correctly, ma’am, you would like things such as a wheelchair, a stretcher, or a pump to come before a patient that is profusely bleeding?”

Nurse: “Yes! The equipment is for the patient. It’s just as important!”

Me: *In disbelief* “Well, I would like to apologize again for the wait, but we will get the equipment up to you as soon as we are able to. Goodbye.” *Click*

Isn’t it nice to know that the next person taking care of you could be this nurse who values an inanimate object over getting you down to a testing procedure that could save your life?

Sometimes I wonder what was worse: retail or hospital customer service.

It’s the middle of the health crisis, and everyone is still on edge about infection control protocols. We assure everyone that we have hospital-level infection control and take it very seriously. I’m the owner dentist, and occasionally, I listen in on calls to ensure patients are being helped. This is a call I listened to.

Office Manager: “Thank you for calling [Dental Office]. How can we help you?”

Patient: “This is [Patient]. I want to know what you guys are doing for infection control. I don’t want to get the [disease].”

Office Manager: “We have eliminated our waiting room, and you wait in your car until your appointment. We also have a strict mask policy until in the dental, as well as a hydrogen peroxide rinse before we work on you.”

Patient: “What about barriers?”

Office Manager: “I’m sorry?”

Patient: “Do you have those plastic plexiglass barriers set up in between the patients?”

Office Manager: “Between each patient chair? No, we don’t—”

Patient: “What is wrong with you?! Haven’t you seen how even the grocery stores have those barriers to protect the customers? If I am getting my teeth cleaned, my mouth is completely open! You need to install plastic barriers between the chairs! What if another patient is next to me and has the [disease]? You need to have us separated!”

Office Manager: “[Patient], we have walls. Actual, real walls. All of the chairs are in separate rooms. With walls. And doors. Doors that close.”

Patient: “…”

Office Manager: “[Patient], you have been coming to us for ten years. The layout has never changed…”

Patient: “I still think you should put up the plastic barriers!” *Click*

I have no idea if the patient was just hotly embarrassed or genuinely thought we should replace our solid walls — and enclosed rooms — with plexiglass ones that are open on the tops and sides.

This is my great aunt’s story, from before the age of computers. Her regular doctor retired and a new one took his place. On her first visit to him, he diagnosed her with an illness and referred her to a specialist that he knew. He had to hand-write the referral and left the room to do so, returning a short while later with it in a sealed envelope.

Doctor: “Give this only to [Specialist].”

[Great Aunt]’s old doctor always wrote referring letters in front of her, he never sealed the envelopes, and the letters were usually handed to the receptionist.

[Great Aunt] was suspicious, so she steamed the envelope open to read it as soon as she got home. The note basically said that she didn’t have the illness he had diagnosed and also stated why he referred her.

Note: “This old lady is loaded; milk her for all she’s worth.”

I’m in the ENT (Ear, Nose, and Throat)  department in the local hospital, waiting for an appointment with many other people. A woman’s name is called; she’s an older woman in a wheelchair, accompanied by her two daughters, who checked in just before me.

A woman with a cane follows them out of the waiting room, which seems odd because I haven’t seen her with them at all.

The nurse asks the woman with the cane if she’s with the patient whose name was called.

Woman: “No, I need insulin. Can you give me insulin?”

Nurse: “No, I’m sorry. We don’t have insulin here. You’d have to go to the ER.”

Woman: “I don’t want to; I’m here. I just need insulin.”

Nurse: “This is the ENT clinic. We don’t have insulin here. You need to go to the ER if you need insulin right now.”

Woman: “It’s too far!”

It’s in another wing of the hospital. If you use a cane, maybe it’s too far.

Woman: “I have an appointment here. I just need insulin.”

Nurse: “We really don’t have any insulin.”

Woman: “If I have to go to the ER to get it, it’ll be your fault I’m late for my appointment!”

Nurse: “Appointment?”

Woman: “Yes, I have an appointment with [Ear Doctor] in twenty minutes!”

She did end up leaving, I assume to go elsewhere for insulin. She wasn’t back by the time my name was called! I’m not sure if she thought the ear doctor is a one-stop-shop for all your medical needs?