Questionable Healthcare in the Villages
 

Last week we moved into our new home in The Villages and we are very excited to finally be here. My 90 year old mother-in-law lives with us and had a significant health problem. We took her to The Villages Regional Hospital emergency room and had to wait 7 hours before a doctor could see her. In the meantime her breathing became more labored and exhaustion set in. This did not motivate the ER staff to help. Finally, she was admitted at 2:00 AM. The next evening the staff forgot to provide her dinner. Two hours late they did provide her a sandwich.

Our experience may have been an anomaly but it does raise the concern of healthcare in general in The Villages. I hope we did not make a mistake in moving here.

A friend of mine went to TV emergency room with a finger half cut off from a saw. He sat in the waiting room for 6 hours waiting to be seen with a bloody towel wrapped around his hand! It is the worst hospital emergency room I have ever seen. If something happens to me, I will drive to Ocala and go to Munroe.

I am thinking that maybe you should have called EMS in both situations?

Both could access the problem and give emergency care. I am pretty sure they do ekgs. And they do know the status of the local emergency rooms.

I have to say that my honest opinion is that we left better choices in healthcare behind and that is possibly because so many of us are on Medicare. And....I can't support that argument with any logical explanation.

I am .....confused. It may be that we haven't found the right M.D. yet. The one we have is o.k. but not a perfect fit.

I am confused by a sign in his office that they will not be taking anymore self pay patients. We have insurance but...wonder why they have opted not to accept people who pay for healthcare themselves?

This is the first time we have not lived close to a large teaching hospital and medical school.

We have heard good reports from close friends about hospital care at Sharon Morse but thankfully haven't needed any hospital care. When our grandson had an asthma attack he was immediatly cared for at the hospital emergency room.

Being old doens't put you to the head of the line here, there are a lot of older folks here if you have noticed.

Medical Care
 

I don't wish to appear rude, but I'm going to assume you did not just arrive, buy a house and move in. Did you visit to see what TV was like before deciding to live here, if so when your decision was made to move a 90 year old lady I think you should have set her up with a doctor along with all of her medical records just in case you had a problem. To just haul her off to a hospital and have her sit for hours was definitely too much for her.

You will read horror stories here on this site about our medical care and our hospitals, but we have NEVER had a problem with either a doctor or the local hospital. If this hospital cannot help you they will have you sent to the best major hospital in the area.

For future needs, keep in mind that we have four or five excellent critical care clinics within the immediate area. She would not have to wait 7 hrs at a clinic, and if she needed immediate hospital attention they would call an ambulance and have her admitted to one of the local hospitals.

I don't think you have made a mistake in moving here, it is an incredible place to live.

This is the second such story I've seen just in the last few days here. I wasn't too worried until Gracie also seems to think there is a problem. Frankly as someone who has had more than their share of ER visits, it terrifies me.

Can you explain what is causing these long delays in the ER? Are they understaffed, are they just overwhelmed with too many patients coming to the ER? There must be come explanation for this. Can anyone shed some light on this cause and whether it is like this everyday, or just in some cases..

And what is the closest hospital with a well run ER?

Thanks,

Dave

Where exactly are the "critical care clinics"? or are you referring to urgent care centers. Big difference between "critical care" and "urgent care". Just wondering if I'm missing something here.

Perhaps Gracie, the "self pay" patients are really "no pay" patients, without insurance? I have not been to the emergency room but that may be where the " self pay/ no pay/ patients also wind up? I would have called 911 for my 90 year old or went to one of the many Urgent Care facilities. We have used these Urgent Cares with excellent results. Sime ebpven fill prescriptions right in the office.

In the initial case cited, the Emergency Room was a poor first choise. Live and kearn.

Better to call EMS 911 in a case like that rather than go to a busy Emergency Room.

I suppose if a person knew there were issues at this ER, it might be a mistake to take their mother there. BUT, all things being equal I would never take anyone that I thought was seriously ill to an Urgent Care facility instead of a hosptial ER. The hosptial has all the equipment and staff you should need, the Urgent Care, certainly not. We went to one while we where their to have blood drawn for a test that my Opthmologist wanted. They were perfectly nice, but there wasn't even a doctor there, just a PA. Clearly they weren't set up for serious cases. And for what it's worth, the one we went to said they were owned by the hospital.

I also cannot image someone calling an ambulance for someone who was mobile and had a person to drive them, again all things being equal.

If you keep doin' what you are doin' you keep gettin' what you arr gettin' Anything serious, call 911. We had a friend pass away years ago, in his 50s because his wife decided to drive him to the hospital. He died in the car.

To a point I agree with people about med care. Every time I find a good dr. he moves or just disappears. The offices are like franchises and hire the dr. but it doesnt work. Wait till Obamacare kicks in you think it's bad now

"I also cannot image someone calling an ambulance for someone who was mobile and had a person to drive them, again all things being equal."

This is definitely the wrong decision to make. If a person comes to an ER by car, they will be treated but it will take time for a non-life threatening condition to be seen. If they come by ambulance, they will be evaluated right away. If the 90 year old lady had a serious breathing issue, the EMS's from the 911 ambulance would have been able to give oxygen promptly as well as assuring she would have been evaluated right away at the hospital.

Urgent Care centers are not for situations that are life threatening. They should be used for cases of flu, dehydration, or things like that when your family doctor is closed.

I agree with everything you said. While people complain about some things like not having a doctor in an Urgent care, they seem to be opOK with a "self diagnosis" , the worst kind. Call 911 when ever in doubt.

The OP didn't say what the emergency was but heart issues and breathing issues and serious bleeding issues take precedent over all others I am told. That is what a triage nurse is for, to sort out those who have immediate life threatening issues. If a person could be experiencing heart issues then they should be transported, at least that is my non medical opinion.

I agree a wait for 7 hrs at the ER for anybody 90 years old with a breathing problem is totally unacceptable. We have been in TV for six years---seems to me this has been a problem from the "get go" with The Villages Hospital ER. Isn't it about time that this situation is improved? During the winter months it seems obvious that the ER needs additional staff to take care of the increase patients. They (the hospital) could certainly do better!

This is not uncommon up North. I think the flue is the current problem. I think it is basically demand exceeding staffing. However, as costs have to be cut to keep the doors open I would expect longer waits.

OP'S 90 year old mother was admitted----but after 7 hours! Yes, there is a staffing problem. It's not just during the so called snowbird season either. I personally know of a next door neighbor and a friend who had a 4 and 5 hour wait after accidents (in pain with broken bones) and it was not during the winter. The neighbor had a week hospital stay. If we want to be Florida's Healthiest Hometown, the Villages Hospital ER is going to have to do better and I believe it's possible for them to improve with aggressive management and administration. We should expect better!

I would have called EMS. If you go in by EMS they will see you pronto

You can be mobil and have someone to drive you and still be in an emergent life threatening situation and need to call 911 EMS. For example, respiratory distress, heart attack, stroke, bleeding, head injury and numerous other situations. In most of these cases not only will you get priority treatment at the ER but EMS is trained to start the evaluation and can provide O2, clot busting meds and other treatments before you even arrive at the ER

There seems to be a real problem with The Villages ER...come on folks...the complaints have been going on for years and years. It is an issue. Even the POA looked into it. Some good ER's will post the wait time on their web site...would The Villages Hospital ER dare to do that?

He who doctors himself has a fool for a patient"". Conversely suggesting that to bypass TV ER by calling an EMS may leave more vunerable victims left to wait too long. Conversely suggesting Urgent Care over Emergency Care can also create problems.

It is true that The Villages Hospital ahs had problems from day one and it continues. Why????? Is there a dis-interest by medical providers to offer better care because mediare is primary for most of us ?????

My preference is to utilize the Munroe system and hospital. After a number of disappointments with primary care doctors in The Villages, at his suggestion, I use my cardiologist as my primary care doctor because i can rely on him and his staff. He is thorough, caring and will spend the necessary time with you.

If at all possible do not go to the er here or in leesburg - get a dr the has privlieges at Monroe or Ocala Regional - the er is about a half an hour

Who is your Cardiologist??

I too am a bit puzzled by a 7 hour wait and long delays. Most ERs take critical patients first, but I doubt that there was 7 hours of critical patients at one time. Are they short staffed? Too many people going there for "minor" reasons vs. maybe an outpatient care center? I have also seen/heard in the past people coming into ERs with "Fake" issues to be seen sooner. A friend of ours was the ER nurse supervisor. Slows the process?
Other option for them would be to ask how long it would be and when they tell you they don't know, or hours, go somewhere else if you think you will get in faster. Or... As GG says, go home, call the EMS and have them take care of it :)

Ever since we became Villagers in 2005, there has been a general consensus that The Villages does not have the best hospital or the best doctors. Not everyone believes that but the majority does.

For that reason, I was hesitant choosing a primary care physician when we moved here. Then I became ill and had no choice but to go to Urgent Care for treatment. I told the Urgent Care doctor of my dilemma...not knowing where to go to find a good general physician. I was advised, by this Urgent Care physician, to go outside The Villages and was given names of 3 doctors elsewhere.

I researched all 3 and chose one. I have to drive about 30 minutes to his office but it's worth every mile. He is not only a doctor with great pr, but he also takes his time with me, doesn't rush my appointment, talks to me in layman terms, and is very thorough.

I put my faith in the Urgent Care physician and was led to a doctor I trust.

There are times the Ambulance Service is abused but consider this. Your 90 year old Mom is having trouble breathing or chest pains and you decide to drive them instead of calling 911. After 10 minutes in the car they go unconscious or go into Cardiac Arrest what now, you have to call 911 for transport or they'll be dead before you reach the Hospital. The FD and EMS service in TV has very professionally staffed personnel on duty 24x7. Use them the right way. The Hospital ER is far to often used for a Clinic which ties up beds and slows done ER care. Non Life Threatening people should go to a Dr or Urgent Care facility if they are available.

Last July I was in hideous pain with diverticulitis. I went to The Village hospital and was treated with dignity, care and diligence. The next day I had surgery for a perforated colon and colostomy bag. I was hospitalized for 10 days. My treatment was fabulous, the food not so good.

Three months ago I had my colostomy reversed at The Village hospital. Once again, I was teated well, except the food was still hideous. Dr. Han, my surgeon was on top of my situation.

I'm currently using a doctor in Orlando for general needs. The so called doc here in TV is inept. My husband and I fired her.

We are still shopping for a family doctor or internist locally. During this search, I will drive to Orlando for my basic medical needs.

a few thoughts...
 

.....I work in Cardiology up North....I am worried about the Medical there too. I have seen the medical profession decide they run like a business...I do understand....they need to pay bills too.....but I believe in some cases it has become a moral issue. You see Medicare does not pay well....most in that area are on Medicare....too much hastle. Why would a doctor move there to practice when he can make more money elsewhere....with less Medicare patients....where in Ocala or elsewhere there is a lesser percentage of Medicare patients. Sorry just reality! We have similar issue up north...most Cardiology patients are on Medicare....we have had to make some drastic decisions regarding this to make it profitable.

I wonder if many temp visitors go to the ER cause of insurance...less hastle. I also wonder if some go to the ER cause the flu can be quite serious for the those with compromised health issues (ie already have heart issues etc).

I do agree about calling EMS....what may seem like a simple issue with chest pain etc can quickly become life threatening and I feel sorry for the loved one put in that position of driving and then someone becomes critical on the way. With this being said....common sense should rule....No need for EMS for fever and chills ...if you get my drift.

Again I am glad there is good medical just 1/2 hr away and at times I do know that you should not drive that far if it is a very dire situaltion but...in many major cities it takes a half hours to just go a few miles so be sure to weigh that in the decision process as well.

Take care all of you and glad this is coming to the forefront so everyone can make wise decisions. It definitely would not keep me from moving there if only I could.

My husband has been to the TV ER twice. Each time he has spent 7 to 8 hours in the examining room before he was admitted. Then after his hospitalization, when the doctor told him he could go home, it took the same amount of time to get him out of there. While he was there, the care was good. There is something wrong with the way they are doing things at that hospital.

There's A Reason...
 

There's a reason why Villages Health is very actively in the process of hiring 64 new primary care physicians to man the eight new primary care offices under construction and to be opened shortly in The Villages. Think about it.

The problems with TVRH ER are legendary. I had to use rthe ER entrance a couple weeks ago to get a test done, which had been pre-arranged and express-registered by my physician. When I arrived on a Tuesday afternoon, the parking lot was filled with cars and there wasn't even one open chair in the ER waiting room. The admitting staff had no idea about my "express registration" and didn't know where to look for it or who to call.

Everyone needs to form their own opinion and make their own choices about which hospital to use and which doctors to choose. Maybe a place to start would be to ask each and every doctor you come in contact with whether they would use TVRH or permit their family to be admitted there. I got an amazing--and disturbing--series or answers, comments and anecdotes regarding the hospital from the four local doctors who I asked that question. Don't believe all that is said in this thread or even what I have posted. Do your own research.

The issues certainly aren't the physical plant. But it's pretty clear that both the quantity and quality of doctors with privileges at TVRH, and the management of the hospital itself needs attention. I'm of a belief that the problems at TVRH are well known and will ultimately be corrected. But to create and grow a hospital at the same pace that The Villages itself is growing will take time. I just hope not too much time.

Same Advice From Doctors
 

That's the same advice I got from two local doctors in The Villages. If anything, they had a preference for Ocala Regional.

....

"ER Wait Time" and "Dont't Count on EMS Transport"
 

Christmas day I woke up quite sick, knowing that a problem that I had ignored for several months was now very serious. Not wishing to spoil Christmas for my family, I drove myself to the ER, managed to park my car and get myself into the hospital ER. My wait time - 15 seconds!! NO this was not a dream - it was reality and NO I was not at The Villages hospital. I was in Greenville, SC, where prior to going to the ER, I registered online using their check-in site called "inquicker.com". If you look at this website, you will see that many hospital ERs are now using this online check-in method to avoid wait times.

After being seen in the ER in Greenville, I was admitted for a severe infection - Cellulitis on both legs. After my hospital stay in Greenville, I returned home to The Villages. The day after returning home, I knew I was still sick. So I called my doctor - granted it was late at night. He told me that he was going to admit me, but he wanted me to go in through the ER for immediate treatment. After waiting 7 hours in the ER waiting room, in severe pain, I got out my IPad and looked at "inquicker.com". The closest hospital that used that check-in procedure was in Tampa. I saw that I could check-in online for that hospital and be seen 45 minutes from the time that I was looking at the website. It crossed my mind briefly to check-in online, get in the car and drive to Tampa to be seen immediately. Instead, I waited another 4 hours to even get a room in the ER, then almost another 12 to my hospital room. During this time, I told every staff member that I saw about "inquicker.com". I also made the decision, that if a doctor ever tells me again that they are going to admit me, but I need to go in through the ER, the answer will be - either a direct admit or I will go to another hospital and will, of course, end up with another doctor.

Now with regard to EMS services for prompt treatment in the ER (Apparently EMS services have options as to what they do with you when they take you to the hospital) I recently had a kidney stone. I did not know that it was a kidney stone at the time. All I knew was that I had pain at a 10+. Paramedics arrived and I was "lucky" enough to get a crew with one member with an "attitude". He did not like the way I answer one of his questions - mind you I am in 10+ pain - so he said that unless I "cooperated" with him by answering his question to his satisfaction, he would just take me to the ER and "dump me in the waiting room where I could wait for 7 hours with everyone else".

Inpatient in The Villages hospital, I have had excellent treatment.

Just some of my recent experiences. Granted everyone's experiences are different.

We all can be pro-active with this one. We can write letters to the hospital administrator when things aren't going well in the ER. IF they get enough of these, I'm almost sure that will get their attention.

I for one have had an experience with the ER and ultimately being admitted to TV hospital. The ER from my perspective was a bit slow in making things move quickly. I too was in pain at 10+ BUT that being said...they do do triage which means the worse to least needing care. We can't see beyond our 4 walls what is going on.

Just the other day I had a "wrong number" call from someone at T.V. hospital calling to inquire how a stay had been. After telling her she had a wrong # I reiterrated to her if it made any difference....that my care was very good there.

Hospital at Brownwood
 

A few years ago I had heard there was going to be another hospital built at Brownwwod . I have not heard this recently so I guess it has been delayed or scuttled.

Does anyone know ?

Their plan is now to expand the existing facility at the main campus.

oh, my dear! how awful for you! The times you waited were ridiculous....and I do hope you called the EMS people after you got better to find out the names of the people in the EMS crew who dealt with you.....nobody should be treated so poorly.

Hope you are better now.

I doubt whether letters to the administrator will get us much satisfaction. He is the one who set up and controls the current staffing and procedural guidelines, and I am sure, receives daily reports on what is currently going on. Perhaps more corrective action would result if lots of letters were sent to the State agency responsible for governing hospital operations and lots more letters to the "big city" news reporter who loves to go rabid on Villages operations and problems. A good series of solid expose' articles should raise some dust.:clap2:

the issues with emergency room treatment (or lack of it) has been around for too many years now. Is there any doubt in anybody's mind the powers that be are aware? Of course they are. Improvements as a result.....none perceptable yet.

Those who work there know the problems as well and all they can do is the best possible with what they have.

Why no improvement? I have a hypothesis: too high a percentage of patients that are medicare insured. Hence much lower revenue per patient than other non retirement populations that have a younger than medicare average age.
As a result it becomes more challenging for administrators to meet the bottom line/financial goals.

For too many years now the objective of hospitals has shifted from a patient priority orientation to a financial/business priority. Two totally different concepts.

Look at the bright side. As bad as things may be at TV hospital, it is as good as it will ever be. With the new health care laws going into effect and the associated rising costs and reduced per patient compensation....IT CAN ONLY GET WORSE!!!!!!!

When known issues and problems persist in an environment owned and operated by supposedly intelligent folks and boards one need not wonder too long about why is that. Check out the priority measurememnts and accountability goals and objectives of the administration.

For all the bragging and boasting about the quality of care from the "health care alliance" powers that be.....shame on them for deriliction of their duty....knowingly allowing undue pain and suffering as a result of not providing sufficient resources to appropriately care for the critical and hurting
patient.

We all know many of TV hospital board. How many have written them or called them and expressed displeasure over these too many incidents?
In today's let us not offend anybody society.....not enough!!!!

What a testimony to the spectacular health care at TV hospital...instructions to emergency crew....DO NOT TAKE ME TO TV ER!!!!!!!!!!!!!!!!!!!!!

btk

I totally agree.

Having worked for years at a large hospital up north, I can assure you that situations like that happen everywhere. Part of the problem is that we are in the midst of a pretty bad flu epidemic at the heart of the winter season. Medical facilities are stretched to their limits, staff are exhausted, overloaded and possibly ill themselves.

Having said that, it is unfortunate that that the poor lady had to suffer. I hope she is currently doing well. If that circumstance happened to me, I would have spoken,very politely and often, to the staff advising them of her status.

I have found several doctors here that I like even better than the ones at "home." Keep looking, they are out there.