Would you go to a hospital ER/ED with a shorter or longer wait time?

Obviously the answer the answer to this question depends heavily on the nature of your need to seek “emergency” care. However if all things are equal, the answer is not so clear.

I suspected that I fractured my foot. This morning I decided that I needed to see a doctor and most likely would have to have an X-ray of the foot. Since my primary care physician is closed on Sunday I realized that I would need to go to a hospital.

Since this was not an “emergency” per se I was able to call 4 hospitals within 20 minutes or so of my house. They all seemed stunned when I asked about the wait-time in their emergency department. Armed with this information I bypassed the two closest facilities and opted for one 15 minutes away.

I realize that things could have easily changed in-between the time of my phone call and arrival based on real emergencies, but as a consumer who pays way too much money for health care coverage, I have choices.

Unfortunately all too many hospitals don’t understand the importance of maximizing efficiency, and delivering exceptional customer service in the emergency department. This area is a huge focus for Powerfeedback and represents a very positive revenue source for hospitals if done properly.