Above: Donald E. de Castro. Photo:VINO/File

And now it is my time to bring to your attention a complaint I made to Maureen D. Smith-Creque, Client Services Manager of the Health Services Authority here in the Virgin Islands.

On Saturday evening, March 22, I took my daughter to the emergency room at Peebles Hospital. She was complaining of stomach pains, headache, and her painful eyes and could not walk. She had to be carried from my house to my van and from my van into the ER. After being examined by the doctor, blood tested and urine tested it was determined that all was well. By this time she was filled with whatever was in the IV bags and also some kind of pill.

After all of this the doctor discharged her and I took her home. Both the Doctor that examined her and the one that discharged her that night were extremely pleasant and helpful, so were the receptionist and one or two of the nurses. And, of course, the security guards are always very pleasant.

When we got back home I came to realize what made her sick. The next morning I went on the internet and did a little research, I thought it best to take her back to the emergency room that afternoon as one of the recommendations was either to see a medical practitioner or a poison control. Since her private doctor was not available on Sunday, I took her back to the ER. (Note. I am not one of those persons that believe that everything on the internet is always correct.)

We got to the ER at 2:06 pm, signed it at security and then went to the receptionist. There in the waiting room was one patient that left soon after we got there. After some time, a doctor passed by and said that the nurse will be with me shortly. So I said, okay. At 2:40 pm no nurse, so I went back to the treatment area to find out what was going on and there were the doctor and several nurses, some on computers, one standing along with the doctor and no one concerned about the health of an 11 year old child that was there the night before.

Well, I give them all a piece of my mind, including telling them that this kind of behaviour and service is unacceptable, distasteful and unprofessional. I made so much noise that a Security Officer threatened to throw me out. I asked him if he wanted to arrest me, he said no. Again he said that he will throw me out if I don’t be quiet. All this time neither the doctor nor the nurse is moving. I then told the security to go ahead and throw me out and he can take care of my daughter. Finally, the nurse told me to go and she would follow, so it was finally 2:46pm when the nurse took my daughter’s vital signs.

In the waiting room is a large sign explaining the Triage service. This service determines the level of emergency, and who gets served first, and not first come first served. So if it takes a nurse forty minutes to get to the only patient in an emergency room how the doctor would know the level of the emergency? And if the doctor does not call for the child, he either was not informed, care about what I wanted to say to him or did not give one damn about the child as his shift was coming to an end. It is also possible that the nurse did not communicate my concerns to the doctor.

During the taking of the vital signs, I told the nurse more than once that I needed to speak with the doctor as I had additional information that I believe he needed to know. When she was finished she went back to the treatment room. Now I am expecting the doctor to call for the child, but no such luck. Whether she told the doctor what I said I had no idea, however, a while later the nurse turns up with a pill and water. I told her no drugs for my daughter.

At this time I have not been able to tell the doctor the additional info as to why my daughter was feeling sick so why would she want to give my daughter a drug based on the findings of the night before and not on the new information.

It was not until 3:25 pm when another doctor, a female Dr. Frazer, came on duty did she talk to me and examined my daughter. (Time elapsed 2:06 to 3:25pm). In all of this, the only person that acted professionally in wanting to do his job was the Security Guard and for him I have great respect.

After I made the complaint, Maureen said that she will take the matter up with her superior so that it can be investigated and that someone will get back to me as soon as possible. After I was finished with the complaint, I told Maureen that I will make this information public and to add insult to injury, she said to me if I mentioned her name, she would sue me.

Can you imagine that a person holding the position of Client Services Manager threatening to sue a client for mentioning her name as the one to whom the complaint is being filed. To whom do I complain her for this kind of behaviour? She can always say she did not say so, so it winds up a “he say, she say”. The last thing I told her before I left was, “facts and statistics may change but the truth remains the same”.

Discussing this incident with other hospital employees, I was told that earlier in the month a white couple arrived at the hospital with the husband in need of serious emergency attention.. The wife had forgotten to bring along the insurance card and was told in no uncertain terms that the husband will not be attended to until she goes home and get the insurance card. They had come all the way from Cane Garden Bay area.

This may or not be true but let us say that it is true. Do you think anyone has the right to be treated like this in an Emergency Room? I have no idea who the couple is, Belonger, expat or visitor. In any event, this kind of behaviour is not acceptable, in my opinion. Is this the attitude that our health care is developing? No money, no life? I do hope that this couple would go and make a formal complaint along with all other persons that have been treated like animals.

I am not saying for one minute that people should not have to pay for services and there are always legal ways of collecting money due to government or the private sector. However, when it comes to the hospital, everyone MUST & SHOULD be treated with respect and such persons administering the services must do so in a professional manner. And we are talking about Medical Tourism? Are we going to treat the medical tourist in a more professional manner because they “MAY” have the money to pay their bills?

I made this complaint on March 25; it was not until today April 2, 2014, at 12:41 pm, did Rhonda Williams, the Risk Manager called me and told me that the complaint was forwarded to her by Maureen. I was expecting that she would discuss the issue of the complaint with me but her concern was what was wrong with the child. I thought that this line of question was irrelevant and that she would be more interested in finding out why it took from 2:06 until 246pm before a nurse was able to take her vital signs and the another 45 minutes to see another doctor that was coming on duty. I told her that the child could have been dead and all you are interested in is what was wrong with the child. After that, I told her “thanks for calling”. If the Risk Manager acts in this manner, do you expect a thorough and fair investigation?

I am a very positive person so I am positive that our situation is going to get progressively worse until we get a government that cares for its people and the Territory. Unfortunately, as far as this issue is concerned, I seriously have my doubts as to any proper investigation will take place or any disciplinary action will be taken. At least a letter of apology from the doctor and the nurse to my daughter would be acceptable and for some form of disciplinary action against both of them. However, I must admit here that ever since I returned home in 1986 disciplinary action is only taken depending on who makes the complaint, who the complaint is against and who the disciplinary officer is. Actions are never taken according to law, rules or regulations; Until this attitudes changes, we all have to pray and live in hope.