Letter of Response - NCH ER 09/01/2005 To: Judith Wooten, Patient Advocate
From: Bob D. Laird, Naples, Florida
Re: Letter of Response reference NCH ER
Date: September 1, 2005
Dear Ms. Wooten:
Thank you for your letter of August 24, 2005. I certainly do not agree with your
grievance committee and I do not care who they are.
You mentioned Tallahassee. I have at least two friends on the Medical Board and I
could have easily contacted them.
I had submitted a copy of my original letter and your answer to four of the organization's
to which I am a member or advisor; copies to four medical doctors, copies to two
attorneys and a copy to the director of another hospital. They expressed concern with my
care and especially the way in which I was told to leave the Emergency Room with
absolutely no help or direction. All of the above that received copies of our letter have
advised that they would be happy to submit letters in my favor.
I have no intention of proceeding further because I am in the process of moving north.
After 25 years I will sorely miss Naples and my many friends and organizations. I will
not miss NCH.
Very truly yours,
Robert D. Laird
1765 Courtyard Way
Naples, Florida 34112
Cc: 14
Naples Campus North Collier Campus
350 Seventh Street N. 11190 Healthpark Blvd.
Naples,FL 34102 Naples,FL 34110
(239)436-5000 Healthcare (239)513-7000
System
August 24,2005
Mr.Robert Laird
1765 Courtyard Way,Unit C205
Naples,FL 34112
Dear Mr.Laird:
Our healthcare system is committed to promoting customer satisfaction and to doing our very best to
address patient complaints in a fair and thorough manner. A grievance committee is the final step in our
healthcare system's complaint process. It is available to review patient complaints when a patient/family
member indicates that they are dissatisfied with the handling or outcome of a prior complaint review.
After being notified that you are dissatisfied with the outcome of the prior complaint review,our grievance
committee was asked to re-address your complaint. The committee completed a review of your original
complaint;the care/services that were provided;the steps that were taken to review/address your complaint;
and the outcome of the original complaint review.
After completing a thorough review,the grievance committee has concurred with the findings of the prior
complaint review.
If you are still dissatisfied,you do have the option of filing a complaint against a healthcare professional by
contacting the following office to receive a complaint form:
Agency for Healthcare Administration(1-888-419-3456,press 2)
Consumer Services Unit
P O Box 14000
Tallahassee,FL 32317-4000
Persons who wish to file a complaint against a healthcare facility can contact the following office:
Agency for Healthcare Administration(1-888-419-3456,press 1)
Consumer Assistance Unit
2727 Mahan Dr.
Tallahassee,Fl 32308
Again,I want to state how sorry we are that you are dissatisfied with the care and services that you
received.
Sincerely,
udithirs oten
Patie Advocate
2005 HealthGrades Distinguished Hospital Award • Clinical Excellence'
www.NCHmd.org
July 14, 2005
To: Edward A. Morton, Chief Executive Officer,NCH Healthcare System
From: Robert D. Laird, Naples FL
Re: NCH Emergency Room
Dear Ed:
I have been an owner and occupant in Kings Lake for 24 years. During this time I have
been a patient at the NCH, Cleveland Clinic, and the Cleveland Clinic Emergency Room. I
received excellent care and help at all three.
I had a very bad experience in the NCH ER and I felt you would appreciate my calling
this to your attention.
On June 26`h, I was having some physical problems with vertigo, dizziness, unable to eat
or stand for any length of time. I attempted to call my Doctor who was out of town for the
weekend. I talked with my son in Ohio and he suggested that I go to an ER.
I called EMS around 9:00 am and was transported to the ER. I didn't specifically request
NCH ER, but the EMS Crew (who I had worked with in the past) said that the ER didn't
appear too busy and I should be seen promptly. Afraid Not! When a Dr. Saunders finally
saw me, he was very unfriendly, arrogant, and cavalier and didn't speak. I explained my
problems, but if he listened at all he did not respond. A very cursory examination and put
to bed.
A very long length of time later I called for a Nurse — probably called 3 or 4 times.
Once someone told me to "Shut up" and finally a young unfriendly young man stopped by
the bed and said "we are busy, you are not the only one here and what do I want?" I asked
for some water and a urinal. More time pasted, finally the urinal was brought to the bed, but
it was to late. I had urinated in the bed. The sourly young man did nothing. I was able to
pull off my underwear shorts and throw them on the deck. They did not change the bed
linen. I was in a damp bed the rest of my time in the ER.
At 8:00 pm, the so-called Doctor came to my bed and said I could leave. I said "Doctor
since I have been in bed all day I'm not sure I can navigate and probably should be admitted
for the night." He said that I should not tell him what to do and further there was nothing
wrong with me and I should get up and go home. TOTAL DIS-BELIEF!
I went to the desk and asked a lady if she would please call one of these: East Naples
Sheriff Station or East Naples Fire Station or the EMS Dept. I work or have worked with
all three and they would have been happy to send someone to pick me up. She said she was
not permitted to do this. Unbelievable! There was a phone in the lobby (I did not have my
•
cell phone) and a very nice lady in the lobby asked if she could call a Taxi for me. That is
• how I got home, by Taxi. I told the driver I had no money with me, but fortunately he
trusted me and helped the Old Barefoot Man up to his Condo. (I do not know what
happened to my shoes.) He was greatly reimbursed.
On Monday I was extremely happy to see my very capable, pleasant, helpful and caring
Doctor. I am now starting on the mend.
Ed, I have served on several State, County Boards and Committees in the past. As you
are aware, I am currently with the EMS Advisory Board and the Sheriff's Commission.
While a resident of Ohio I served on as many boards and worked for our Governor. I was
in the Military and a Lieut. Commander in the Navy. I feel I had gained a great deal of
respect, but it left in the ER.
Many years ago in Ohio I served for several terms a Public Member of the State Medical
Board. If we had received this kind of a report I assure you there would be a reprimand.
Ed, you're well respected and liked by the public in our community. That's important.
You are doing a great job!
Very Truly yours,
Robert L. Laird
1765 Courtyard Way
Naples, FL 34112
RLL/cg
Cc: Dr. Alan Weiss, Chief of Staff
Dr. Paul Jones
Ms. Judy Wooten, Manager