Bridging the Gap: The Importance of Addressing Patients’ Understanding of Hospital Procedures

As I stood chatting with a funeral worker near the emergency room at Peking University Third Hospital, a 70-year-old grandfather approached and joined our conversation. His family member had been admitted to the emergency room due to a severe cold and fever, and he offered his reflections on the hospital experience while waiting for updates on his loved one’s condition.

Waiting for a Hospital Bed

I asked him about his family member’s current situation, and he explained, "The doctor said they’re giving him an IV inside and waiting for a bed to open in the main ward." The patient’s condition seemed stable, but they couldn’t leave until the treatment was completed. "If we can’t transfer to the ward, we can’t go home until he’s fully recovered."

Overnight Vigil and Hospital Procedures

When I asked if he had to stay overnight, he nodded, "Yes, but the announcements usually stop after 1 a.m., so it's quieter at night." The hospital’s broadcast system called families in whenever they needed to handle fees or updates. "This isn't like being admitted to the hospital where you pay a deposit. In the emergency room, you pay for each treatment separately, so you have to listen for the announcements."

Payment and Medical Procedures

I asked about the payment process and whether it was possible to see the patient without paying. He shook his head, explaining, "No, you can only go in when they call for you. The doctor puts the paperwork on the table, and you take it to pay, then bring the medicine back to give to the doctors." I asked why the family had to bring the medicine, and he clarified, "In the emergency room, they don’t know what medicines are needed until the doctor prescribes them. So, we pay each time, unlike in the main ward where you pay a deposit and they handle everything."

Frequent Visits to the Emergency Room

When I asked how often he had been called into the emergency room over the past two days, he replied, "Four or five times. Sometimes you can sneak a quick glance at the patient if the doctor isn’t paying attention, but you can’t ask them to let you in."

Satisfaction with Medical Care

I was curious about his opinion of the doctors. He smiled and said, "The doctors here are pretty good. I think Peking University Third Hospital is very responsible."

Reflections on the Hospital System

While the grandfather expressed satisfaction with the care and responsibility of the medical staff, he also revealed some confusion over the hospital’s procedures. He didn’t fully understand why each emergency room procedure required a separate payment, or why families had to constantly listen for announcements, unlike in the main ward where a deposit was required, and everything was handled more seamlessly.

Conclusion

This interview offers insight into the experiences of a patient’s family member navigating the emergency care system. While the grandfather trusted the doctors and appreciated their work, the hospital's payment process and family involvement in retrieving medicine created some confusion and frustration. His story highlights the complexity of emergency care procedures and the emotional strain of waiting while balancing administrative responsibilities.