Yes, you read the title correctly; I had a great experience in the LRMC Emergency Room. Granted, the circumstances which led my son and I to the ER were frightening; the exceptional treatment we received during our 6 ½-hour visit was a welcomed and pleasant surprise.
This is a very long post, but to fully understand the events of our visit, I couldn’t shorten it any further.
My 17 year-old son had been sick for months. I had repeatedly taken him to his Primary Care Physician, yet were only able to see the Nurse Practitioner. The entire experience with this doctor’s office was horrific and I may write more about this in a later post. At this time, however, instead of writing about everything that went wrong at the doctor’s office, I thought I would go outside the norm and write about the positive experience I encountered in the emergency room.
In order to understand how we ended up in the ER, I will briefly explain my son’s ailment.
My son, Paul, had been sick for well over a month. After lab results showed he had Mononucleosis, he developed a lump on the left side of his neck. Thinking it was a swollen gland due to Mono, I didn’t think too much about it. One morning, as he was getting ready for school, I took yet another peek at his neck. To my horror, the once puffy lump on his neck had now turned into a sausage sized tumor-like protrusion down the entire side of his neck. When I say “sausage”, I am not referring to the little breakfast sausages you eat on Sunday mornings; it was more like a plump Bratwurst ready to explode. It extended from just under his ear at the jaw line and continued all the way to his collarbone! Once again I took him back to his PCP and was immediately referred to the Emergency Room. The doctor told us it was an abscess and needed to be drained. She gave us a prescription for a CT Scan and sent us on our way.
Paul and I arrived at the hospital around 4:30 PM on a Thursday. When we walked in, my first thought was “Oh Great, this is going to take forever” as there were quite a few other people waiting. We went over to the desk and proceeded to check in. Since Paul had visited this hospital before, his information was already in their computer system. The check-in process took about 3 minutes. We then took a seat and waited for his name to be called.
Fifteen minutes had elapsed when Paul was called in to see the Triage Nurse. She performed the typical blood pressure and temperature check then asked us why we were there. I explained about Paul’s neck, showed her the prescription for the CT scan and pointed to his neck. As she glanced at his neck, the look on her face showed horror and concern; she then excused herself to speak to another staff member. When she returned, she asked someone to take us directly back into the Emergency Room.
We were pleasantly escorted into the actually emergency department and brought to the main desk. Paul’s paperwork was handed to a staff member and we waited about 2 minutes for her to locate an empty bed for Paul to be placed. Once the bed was located and the blood pressure & temperature checks were again completed, I took a seat in the chair next to my son’s bed.
With the position of my chair, the main desk was in clear view and most of the conversations were clearly audible. The phones were ringing, the intercom system was paging and nurses appeared to be almost running from patient to patient. Picture the mall or a department store 5 minutes before closing on Christmas Eve, everyone running around franticly; this was the Emergency Room. The only words I can use to describe it…”Organized Chaos”. It was what one would typically expect in an Emergency Room.
Since I had a perfect view of the desk, I could see Paul’s chart in the small stack of clipboards waiting for a doctor to retrieve. The prescription from Paul’s PCP was placed on the top of his chart and made his place in “line” easy to distinguish. After we had waited a half hour, I could see his case was now second in line.
I watched as a doctor retrieved the chart on top of Paul’s chart. As she removed it, the prescription apparently caught her eye. She did a “double-look’ and briefly read what was written on the prescription. She then flipped through a few pages on his clipboard, turned and set off to attend to her next patient.
Knowing Paul was next to be seen, I kept my eye on his clipboard and waited to see who would be treating him. I watched as the doctor who had flipped through his chart a short time before, picked up the clipboard and headed into a sectioned off area. My first thought was, “Why didn’t she come right over to talk to us”. Perhaps it is my naivety, but in my past experiences, most emergency room doctors grab the chart then head into the room and ask why you are there. This doctor took an extra 5 minutes or so to sit and look over the chart before coming to see the patient.
After reviewing Paul’s information, she headed our way. As she approached, she eluded a very pleasant demeanor. She was smiling, but not a “happy to see you” smile; it was more of a concerned, “I hope I can help” type of smile. During her approach, she walked briskly with a confident posture. Her stride was swift enough to allow her lab coat to open and reveal the expectance of a child. My immediate thought, “This doctor is going to be a caring, warm doctor who will not just brush off my concerns for my son”. The tension and fear one feels during this type of visit quickly escaped my body.
She introduced herself as Dr. Kelly and spoke directly to both Paul and I. Although my son was a few days shy of his 18th birthday, she treated us as equals and gathered as much information as she could from both of us. After absorbing everything Paul and I told her, she examined his neck. The lighting over his bed was dim and she could not examine him as accurately as she would like. She requested he follow her into an area with better lighting so she could clearly see his ailments. As a Mom, I followed right behind them.
She removed the small light from the wall and took a look down his throat. She then asked him to stand and turn his head so she could view the size of the protrusion on his neck. After viewing, touching and completely inspecting the “lump”, she agreed with the prescription, he would need a CT Scan to find out exactly what we were dealing with. She wrote a few notes in his chart, excused herself then spoke directly with a nurse.
Almost immediately after her departure, the nurse she spoke with arrived. He introduced himself as Jason and informed us he would need to draw blood and begin an IV. Since my son has deep veins and has always had difficulty donating blood, I asked if he could draw from Paul’s hand and not his arm. He took a look at Paul’s veins and agreed, it would be better and less painful to draw as I suggested.
While he was drawing the samples, he explained the instructions he received from the doctor. Since they would not know exactly what they were dealing with until the CT Scan, they were testing for any infection which may have been passed into his blood. This blood test would have to be completed 3 times for accurate results. He further informed us, Paul would also be placed on an IV and antibiotics would be administered via the IV.
While we were waiting to head to the CT room, Paul’s blood was collected 2 more times. Although the first round was collected by Jason, he also had another nurse named Wayne tending to him. Wayne depicted the same genuine care and concern for my son as Jason and Dr. Kelly.
Though the wait seemed lengthy for a CT scan, we were kept well informed from the nursing staff of the situation. Apparently there was an automobile accident and the CT room was placed on hold due to life or death situations. Not wanting us to wait indefinitely, Jason even attempted to get us into a non-emergency CT room to shorten our visit.
At approximately 10:00 PM, a young woman approached us. She explained she was the technician in the CT room. She asked if Paul was okay to walk, then escorted us for his tests. As we walked, she explained the procedure and asked Paul if he’d had this test performed before. He had, but she still explained the events of the exam and what he should expect. He would be having two scans, one of his sinuses and one of his neck.
The tests were brief, only lasting 10 minutes before we returned to Paul’s bed. We were told it would take 20 to 30 minutes for the results to be transcribed and sent to Dr. Kelly.
Naturally, I kept one eye on my son and one eye on the clock. At 10:45, Dr. Kelly returned and informed us she had received the results of the sinus scan, but was still waiting on the neck scan. She said the results of the neck scan had been read and dictated, however they seemed to be “lost in cyber space” between the radiologist and the ER. She assured us, she was doing everything in her power to obtain the results. She even called the radiology department with her concerns and they were sending over a staff member to assist.
Shortly after 11, she got the results. Before she even approached Paul’s bed, I could see from her expression it was good news. She looked directly at both of us after viewing the results and smiled. She immediately walked over (still smiling) and said, “I have the best possible news I can give you”. The results came back showing Paul had a swollen Lymph Node in his neck and not an abscess. She continued to explain the reasons for her initial concern. Typically when Lymph Nodes swell, they swell evenly and symmetrically on both sides of the neck. Since Paul was only swollen on one side of his neck, they had good reason for concern.
As she wrote out a prescription for an antibiotic, she stressed the importance of watching for other side effects of Mono. She also informed Paul he should be extra careful with any contact sports and to keep an eye on his abdomen for any swelling or tenderness. She said if we have any concerns or problems, to please come back and have them examined.
We finally exited the LRMC Emergency Room at 11:55 PM. Although it was a very long, exhausting visit, the staff in the ER constantly kept us updated. The extra care and concern exhibited by every staff member we were in contact with assured me I had taken my son to the right place.
As I mentioned previously, any visit to an Emergency Room is a frightening experience. If you find ever find yourself on an unexpected trip to LRMC ER, I hope you have the same genuine, caring staff I encountered on my visit.
On a final note, with all the quickly moving staff members, I was not able to get a clear view of the nursing staff’s nametags. Please accept my apologies if I have incorrectly spelled any names.
Posted under Lakeland In The News
This post was written by Tracey on November 21, 2008
Tags: ER, LRMC