Yesterday I went to the ER (A&E for my British readers). I had been doing some DIY work on the patio/catio and the step-ladder I was standing on inexplicably folded out from underneath me. I immediately retrieved frozen vegetable bags from the freezer to put on my bruised and blindingly painful left foot, peeled off the sock, and saw that it was bleeding. I swallowed some painkillers and hobbled my way to the bathroom to wash my foot. The cut, once I could see it, was far deeper than I knew I could manage alone. Hastily, I bound it with tissues and medical tape, maintained pressure on the wound, and phoned a friend to ask about going to the ER.
I had only been to the ER twice before, and only once in the U.S., more than a decade ago and only because I needed to see a doctor on the weekend. Since then, the number of independent urgent care centers have proliferated, in part encouraged by competition. Was there some trick to know which one to go to? Were some covered by my insurance and others not? My friend assured me that I could go to any of them, so we located one closest to me and I drove myself there. I was the only patient and was seen to immediately.
The commercial quality of healthcare in America was apparent by the sign announcing, ‘Highest rated on Yelp!’ on the entry door, and was highlighted again when I was checking out: not only was I asked to fill out a customer satisfaction survey, but I was also given a gift bag, the contents of which were all branded with that urgent care center’s logo. Today the center phoned to check in on how I was doing and to ask again for a customer survey.
The entire commercialization of healthcare part of the experience leaves me baffled and repulsed. That healthcare is to be so commercialized and run for profit is antithetical to my belief that access to basic healthcare is a human right, especially in a country that claims to be so far advanced and civilized as this one, and to my general distaste for excessive accumulation of wealth, particularly at the expense of others. In terms of customer satisfaction, what does it matter beyond competent and correct care and that everyone involved behaves professionally? I don’t need a gift bag or be pampered by the staff. I don’t understand the mindset that equates patient with customer.
(The cut was deep enough to need stitches, but its placement and clean edges meant that they could use a ‘super-glue’ for skin instead. It hardly hurts at all; in fact, my bruises and the tension headache that followed hurt worse once the foot was bound up. I’m lucky that it wasn’t worse, considering that I landed on concrete with various bricks and wooden planters around me with sharp edges.)