Patient
My mother was told twice that she needed to be at Saint Francis Medical Center at 6 o'clock in the morning for an 8 o'clock procedure. We arrived at 6 o'clock and waited four hours before anything was done with no explanation as to why we were waiting other than "they are trying to find the nurse". In fact it wasn't until she had already been in preop for a while that someone finally told us that the procedure was actually scheduled for 1230 and not 8 o'clock. The first nurse in preop was actually somewhat defensive that we were upset by the fact that we had to wait four hours with no explanation. I don't understand what the problem was but I was told by more than one person that we were not the first people to encounter this problem and probably would not be the last. As a healthcare worker I understand that employees are humans and mistakes are made. But I don't understand not admitting the mistake immediately and apologizing for it. We drove to Cape the night before and spent the night in a hotel so that we could be there at six in the morning because my mother lives 90 miles away from Cape. If we had not been told the wrong time we would not have had to do that. I will say that the registration clerk was wonderful and very nice to us. And Laycee, who is a nurse that took my mom for her procedure, was also very kind and apologized for the mixup. My mom has been in Saint Francis multiple times and most of our experiences have been wonderful. But having to wait four hours with no explanation as to why until we had already waited that long is unacceptable. If there is a miscommunication between the people that schedule procedures and the people that notify the patient then something needs to be done about that. I do also want to say that Dr. Glascock was very kind and professional and we are glad he is one of my mom's providers