So; a scenario:
You respond to a local urgent care center where a Nurse Practitioner (there is no physician on staff) shows you to a middle-aged male who came in complaining of chest pain. The NP informs you that she performed a 12-lead, but didn’t see anything “really too wrong.” She also informs you that she has already called report to Roundthecorner Medical Center, and they are awaiting your arrival.
Roundthecorner Medical Center is one mile away.
After loading the patient in your ambulance, you perform your own 12-lead and almost fall over when you notice the humongous ST-segment depressions in the anterior, lateral, and septal leads.
Roundthecorner Medical Center does not perform interventional catheterization. They can perform caths, but can’t place stents. (Don’t get me started on that one.)
St. Elsewhere is 18 miles away, and they have the whole host of cardiology services.
For the sake of argument, your patient is stable enough to make the trip to St. Elsewhere. I’m not too interested in treatments, just the next decision to be made.
Your company policy says you must transport the patient to the hospital that the customer (in this case the NP) selected, and you are not supposed to even attempt to persuade the patient to choose another hospital.
A: Take the patient to Roundthecorner Medical Center
B: Inform the patient that he is having “the big one” and transport him to Roundthecorner Medical Center
C: Inform the patient that he is having “the big one” and suggest he goes to St. Elsewhere
D: Suggest to the patient that he go to St. Elsewhere as opposed to Roundthecorner Medical Center, without telling him why.
I’m interested in reading your choice, and why you made that choice.
I’ve always held that the patient is the true customer, and the one we should be most focused on. I’ll let you all know what I would choose some time in the next few days.