Blue Bell Surgery Center

1) Requested arrival time 9:30, time taken back for prep 10:30

Explanation for delay given to me voluntarily - none

Initial explanation after request - "not sure why they told you that time, he's not running behind"



2) Nothing in my paper work stated I would be required to provide a urine sample.

After waiting around the lobby for an hour, I went to the bathroom.

Nurses requested a urine sample immediately on taking me back 5 minutes after I had gone to the bathroom. More than 14 hours after my last sip of water.

Explanation - required by law, for a pregnancy test. My procedure was put on hold until I could provide a urine sample.

This is preventable with such simple process changes that it is inexcusable.



3) On arriving in the area for prep, I immediately informed my nurse Jen that I could not sit on the gurney if it was going to be another hour. Specifically explained this was due to sciatic problems. The asked me to get on the gurney for prep, then said they would get me out into a chair. Almost an hour later, with no back to my gown, I am standing right in front of a door, having had to get myself out of the gurney.

On the door was a sign, do not use this as a pass through. Several people went through that door while I was standing there.

I was eventually offered a chair

I decided to stand, but had to ask to get another gown for a robe.



4) When I brought up these problems, the response was that they knew I was upset, but that they had already apologized, and couldn't really do any thing about it.

Problem no one ever actually apologized.

I realize the nurses have nothing to do with this, but since no one offered to get me a manager, I didn't have anyone else to air my grievances to.



5) I realize that procedures can take longer than expected, but proactive communication goes really far in managing expectations. My arrival in the lobby was a proactive 9:20. I was processed fairly promptly at 9:30, by an efficient person, and was back in the waiting room at 9:35. No explanation from any one until I was finally taken back for prep at 10:35.



6) My IV was not placed properly, and was not really proving me fluids until fixed in the hallway by the anesthesiologist on the way to the surgical suite. The IV had to be "pulled back" so that fluids would run.

The placement was on my hand, hit a valve, and was continuously uncomfortable.

Because of the numerous complaints about my lack of good vein, when the nurse was trying to get this one in, I choose not to ask for a new placement.

Apparently it's ok for the nurses to complain, but not the patients.



7) I observed what I believe to be a HIPAA (patient privacy) violation.



8) 9:30 Arrival. Anesthesia started at 12:45. Not reasonable.



9) The one part of the process that was a little too efficient was discharge. I guess no one wanted to deal with me or cared that I had bled through my dressing twice before I was discharged. Even though I was bleeding far too much, I was discharged anyway. I had to make several calls to the on call Doctor to try to get my bleeding under control.



Choose a different location for you outpatient procedure.