Is this letter too harsh?

I know it's not the best letter, I wrote it quickly because I want to send it off tomorrow...but was I too mean?



Dear Sir,

I am writing to express my severe disappointment with regard to our recent treatment at your hospital. At 7:20pm on the evening of April 2, 2007, my husband and I brought our 20-month-old daughter Maya to the Emergency Room at CCMC. Her temperature was 106.2 F and she was lethargic and having trouble breathing. My pediatrician advised us to get to the hospital as soon as possible. I administered Motrin, and by the time we arrived, Maya's temperature was down to approximately 104F. Maya was assessed in Triage, and was given another dose of medication (Tylenol). We were sent to wait in the overcrowded waiting room.

Unfortunately, we waited for about FIVE HOURS before getting a room. Dozens of other children, with simple sore throats and minor bumps and bruises, were seen before our very sick toddler. It was very hard to be patient when we were extremely worried about our child. Every so often, we were told that we were "next" on the list, yet hours would pass and we were continuously ignored.

After getting settled in the room at around midnight, we proceeded to wait for another THREE HOURS without being seen! That is completely unacceptable and downright appalling. At that point, our daughter was screaming and crying from being overtired and not feeling well. We were not able to wait any longer, so my husband and I left, without Maya being seen by a doctor. A resident came by for five minutes at one point and actually told us that she had no idea what could be wrong with Maya, as pediatrics wasn't her "thing". The attending physician noticed us leaving and mentioned that our daughter probably just had a virus, and said that he wasn't going to run any tests on her anyway. Then why on earth did they have us wait for over EIGHT HOURS???

Needless to say, getting home at 3:45am made it impossible for my husband or myself to attend work later that day. Since we missed out on two paychecks, and were NEVER seen or treated by a doctor, we refuse to pay the co-payment of $150 that is required. The cost of a dose of Tylenol is less than one dollar, and other than that, I don't know what else we would be paying for.

Again, I am tremendously upset and shocked at the way your hospital handles emergencies and sick children. If for some reason my children need emergency medical care in the future, I know where NOT to bring them.

Re: Is this letter too harsh?

Good for you. I would send it. I am so sorry you had to go through with that.

Re: Is this letter too harsh?

doesnt sound too harsh at all. Send it off!

Re: Is this letter too harsh?

Sounds fine to me. You have every right to express your dissatisfaction. From what you said in your letter, the way you and Maya were treated (or weren't) is completely unacceptable.

Re: Is this letter too harsh?

That is not harsh at all....I hope your baby is feeling better!

Re: Is this letter too harsh?

Not too harsh AT ALL. As a matter of fact, I think you were rather nice about it. Geez, 106??? You'd think they'd be rushing her in! Did you ever find out what it was?

Re: Is this letter too harsh?

Posted by princessMOMMY

I know it's not the best letter, I wrote it quickly because I want to send it off tomorrow...but was I too mean?



Dear Sir,

I am writing to express my severe disappointment with regard to our recent treatment at your hospital. At 7:20pm on the evening of April 2, 2007, my husband and I brought our 20-month-old daughter Maya to the Emergency Room at CCMC. Her temperature was 106.2 F and she was lethargic and having trouble breathing. My pediatrician advised us to get to the hospital as soon as possible. I administered Motrin, and by the time we arrived, Maya's temperature was down to approximately 104F. Maya was assessed in Triage, and was given another dose of medication (Tylenol). We were sent to wait in the overcrowded waiting room.

Unfortunately, we waited for about FIVE HOURS before getting a room. Dozens of other children, with simple sore throats and minor bumps and bruises, were seen before our very sick toddler. It was very hard to be patient when we were extremely worried about our child. Every so often, we were told that we were "next" on the list, yet hours would pass and we were continuously ignored.

After getting settled in the room at around midnight, we proceeded to wait for another THREE HOURS without being seen! That is completely unacceptable and downright appalling. At that point, our daughter was screaming and crying from being overtired and not feeling well. We were not able to wait any longer, so my husband and I left, without Maya being seen by a doctor. A resident came by for five minutes at one point and actually told us that she had no idea what could be wrong with Maya, as pediatrics wasn't her "thing". The attending physician noticed us leaving and mentioned that our daughter probably just had a virus, and said that he wasn't going to run any tests on her anyway. Then why on earth did they have us wait for over EIGHT HOURS???

Needless to say, getting home at 3:45am made it impossible for my husband or myself to attend work later that day. Since we missed out on two paychecks, and were NEVER seen or treated by a doctor, we refuse to pay the co-payment of $150 that is required. The cost of a dose of Tylenol is less than one dollar, and other than that, I don't know what else we would be paying for.

Again, I am tremendously upset and shocked at the way your hospital handles emergencies and sick children. If for some reason my children need emergency medical care in the future, I know where NOT to bring them.

Message edited 5/2/2007 2:08:25 AM.

Re: Is this letter too harsh?

good for you

Re: Is this letter too harsh?

OMG!!!!! that is a crazy story! they have SOME nerve!

and good for you for writing it! I would send a copy to your insurance company as well.

Re: Is this letter too harsh?

Not harsh at all. Completely appropriate!

Re: Is this letter too harsh?

Not harsh at all! We did a similar letter to Winthrop Hospital last month after we had a similar incident with there ER department & my dad. then to get a bill from the hospital after he was never seen!!! It is definately appalling!!!

Re: Is this letter too harsh?

I'm so sorry to hear your daughter was so sick!

Did it take 5 hours to get a room? Or did it take 5 hours to be seen by a doctor?

My mom is an ER nurse, and honestly, 5 hours is not a long time to wait for a room. To be seen by a dr - yes, but not to be assigned a room.

Re: Is this letter too harsh?

I think the letter is totally appropriate. At 106 fever, nobody knew it was "just" a virus. How could they know without seeing your DC anyway?

Message edited 5/2/2007 8:31:21 AM.

Re: Is this letter too harsh?

Send it.

I hope your daughter is feeling better!

Re: Is this letter too harsh?

I think it is very well written and you should definitely send it.

Re: Is this letter too harsh?

Not at all. Good for you. I would send a copy to the triage unit also, they should be aware of the lack of care (as if they dont know )also.

Re: Is this letter too harsh?

Not too harsh, I would definitely send it!

Re: Is this letter too harsh?

Your letter is very well written and, definitely, should be sent. Their lack of action is inexcusable. I would, also, send a copy of this letter to my insurance company and let them know that you are disputing the co-pay and that they may want to investigate for themselves before paying.

Re: Is this letter too harsh?

I think the letter is perfect and would send it. I'm very sorry you had to experience such terrible treatment and hope your little girl is okay. Your post illustrates one of many reasons I don't like parts of our medical care in this country.

Re: Is this letter too harsh?

I am sorry for the experience youhad at the hospital and I think you letter is definately appropriate...

If this should happen to you again ( which I hope it does not) there is a place in Syosset called PM Pediatrics that is open form 5pm-12pm everyday.. It is an emergency place for children only when you can not get to your doctor... They might not take your insurance but many of my friends have gone there and they were very impressed..

Re: Is this letter too harsh?

first of all, i'm so sorry your little girl was treated this way and hope she's doing better!!!!

SEND THE LETTER!!!!!!!!!!!!!!!!!!!!!!!!! It was not harsh at all. Very well written and I'd send a copy to the BBB!

Hope your little one is okay and feeling better!

Re: Is this letter too harsh?

I think the letter is great. Unfortunately, I'm in the process of writing a letter to a hospital myself.

I hope Maya's all better!

Re: Is this letter too harsh?

Not too harsh at all. Definitely send it.

Re: Is this letter too harsh?

Posted by imagin916


One of my biggest peeves about working ER, especially triage, and even more especially peds, is that often times very sick kids can be well appearing and still be very sick. The definition of "very sick" is going to be a lot different to us than to the parents of course, and that is what causes the frustration with the parents most of the time.
If in fact it was a virus as the doctor said it may be, it will go away on its own, not a life threatening priority in a 20 month old, but of course parents are worried its only natural. You did a wonderful thing by giving her motrin and trying to make her better, a lot of people dont even do that, it shows that you are taking initiative to make her better. Believe me, not all parents do.
Those kids with "sore throats" going in first may be croup which needs steriods quickly, they could be cancer patients who cant risk infection by sitting in a crowded waiting room, or the simple bruises could be a child abuse case or a fracture. These things have to come first, even if they came in after you.
You cant always tell by outward appearances if they are sick or not, and these kids may seem fine but in fact not be. Certain things get brought in right away even if someone else is next, like if someone walks in with a newborn under 3 months, they get brought in right away, asthma, sexual assault, seizures, ect.
Even if the waiting room may not appear to be moving but that may be because there are 5 ambulances inside waiting in addition to the kids in the waiting room. If there is a trauma or a code, that will delay things by hours as well.
There is nothing more frustrating than parents in the waiting room screaming in the window to us about when they will be seen while we are trying to conserve all staff to save the life of a dying child. I wish that I could show those parents to take a look and see what is going on in here and why they are waiting 3 hours, and tell them to be glad that thier child is healthy with a cold or whatever, but will return home alive tonight, and these poor parents of the dying child (who are standing 10 ft away from you who can hear everything) are wishing that all that was wrong with their child was an earache or whatever.
There is nothing anyone can do about crowded waiting rooms, that is unfortunately the fact of life now as people dont have insurance to go to a private office so they overload the ER, as well as boarding admitted kids there when there are no beds on the floor, and just no beds available at the time inside the ER due to longer visits such as kids getting IV fluids or other workups.
ER overcrowding is a nationwide problem that we are trying to work on, but with the way the system is now, its just not working. This is a frustration that the staff and patients/parents share, believe me. It frustrates us that we cannot always give the best care all of the time because we are busting at the seams, and that is unfair to the patients.
That is an inside peek at emergency medicine. Life/limb threatening priorities have to go first, and sometimes that means a longer wait for others, but as I said before 8 hours is UNACCEPTABLE.
You have EVERY RIGHT to be upset and refuse to pay the bill. I would also refuse to pay the bill for that.

I am just doing my part to educate people since the topic was brought up on how these things work so we can work together to take care of our precious children and get them the care they need. I would be more than happy to assist you in anything you need if you have to write additional letters in the future, or anything else. I hope your daughter is feeling better, and I'm sorry that you had such a terrible experience, I promise that we love working with kids and making them feel better, nobody wants to make these kids wait in a room for hours, we want to see them smiling again and going home as soon as possible

Re: Is this letter too harsh?

I don't think it's too mean at all. How dare they even considering charging you!!! They didn't do anything.