Virtual Cubicle

November 15, 2013Centura Board of TrusteesC/O Porter Hospital2525 South Downing StreetDenver, CO 80210Dear Board of Trustees for Porter HospitalRE:  Patient Medication Error and Serious Patient Communication IssuesAs you are well aware, the Healthcare Reform Act will incorporate pay-for-performance allowing hospitals to be paid according to a value-based purchasing program in 2014.  This program requires that hospitals will need to achieve certain measurable criteria relative to patient satisfaction and patient safety as well as other factors.  After our experience with Porter Hospital, I can irrefutably say that Porter Hospital would fail miserably in both the patient satisfaction and patient safety criteria.  I can say without a doubt that every effort will be made to ensure that neither my husband nor myself will ever go to Porter Hospital again for any type of service.I would like to explain what our experience included that has led me to this most radical decision. Please note that although some of this does not solely relate to the medication error, I have highlighted the text in red that relates to the medication error.My husband was scheduled for a major surgical procedure to be performed by Dr. Choi at Porter Hospital on 11/6/2013.  The following occurred:    The week prior to the surgery, my husband received a call from the financial department asking for a $1500 deposit.  My husband stated that this full mount would be difficult at this time.After a somewhat uncomfortable conversation with the Porter rep, my husband got off the phone and was under the impression that if we did not pay the full $1500, his surgery would have to be cancelled.    I scheduled a pre-op for my husband on 11/5/2013 to occur at 0845 with a check in at 0830.  30 minutes later, I received a message that my husband would need to come in at 0815 for an 0830 appointment and to call to confirm.  I called back within 30 minutes and confirmed that this was okay. The rep thanked me for calling and stated many patients do not call back.  My husband showed up for the appointment, and he was not on the schedule.  The receptionist, remembered the call and put him in as a work in at 0930.  I believe because we didn't give them the $1500.00 up front someone removed his appointment, but can't prove it. He had to wait an hour for the appointment .    My husband handed the orders for the pre-op to the individual performing it, and they did not do the chest x-ray that was required for this procedure (he had to do this before going in for surgery on 11/6/13).    We received another call asking for the $1500 that day.  I explained our situation and that we would put money down.  The individual stated that this is normal protocol because at Swedish they refused to treat her mother for cancer until she paid her full deductible-last I knew, Swedish is for-profit, and Porter is non-profit…makes a difference in collection practices, or should.  (I did put $200 down at time of service)    We received a call the afternoon of 11/5 stating that his surgery was scheduled for 1300 and to check in at 1000.  According to the surgeon’s office call that previous Friday, the surgery was to be done at 1500 with a check in for noon.  After some tracking down and a call later that afternoon, we found out the surgery had been rescheduled by the surgeon’s office and the new time was correct.    I met with the anesthesiologist and went over all of my husband’s medications.  I told him that he was on Trilipix and he asked if that was for hyperlipidemia, and I responded that this was correct. (this is important to note for now!!)