Unexpected Kindness in the Emergency Room: A Reflection on Care and Compassion
Doctors and nurses often see a variety of experiences that can become routine over time. However, there are occasions when a particular experience stands out, surprising expectations and highlighting the humane side of emergency care.
The Surprising Experience at the Chula Vista ER
My personal experience with the emergency room (ER) at Kaiser Permanente in Chula Vista, located just south of San Diego, was one of these rare instances. It was an evening and my wife and I were at the ER due to my middle child suffering from an extremely high fever. We had usually visited the military hospitals due to our status as active-duty members, but on this occasion, the military hospitals were simply too far away.
The ER was equipped with a single room instead of multiple beds separated by curtains. This setup was nothing new, but I was surprised when the staff asked if we had eaten. Even though we had eaten, they still brought us snacks and formula for our baby, who was not the patient but under our care. Diapers and drinks were also provided. Everything was done while they were focused on bringing my son's fever under control.
This level of care and attention was unexpected. We were accustomed to a more impersonal care in military hospitals, so we were genuinely taken aback by the level of service they provided. To ensure we weren't mistaken for being poor or homeless, I inquired about the reason for this kind gesture. The staff kindly informed us that it was their standard practice to care not only for the patient but also for the family.
Unprecedented Level of Service
When we were ready to leave, they not only provided us with a prescription for the antibiotic that was needed to treat the high fever but gave us a full supply. This was a generous act, as the typical practice would have been to provide a shorter supply or a partial dose. Additionally, upon reviewing our bill, we found that the only charges were for the room, administration fees, and the doctor's fees. None of these charges were unreasonable or overinflated. There was no mention of medication costs, which brought us even more comfort. The entire experience underscored the value of compassionate care without seeking excessive payment.
Why It Matters
The unexpected kindness shown by the staff at Kaiser Permanente's Chula Vista ER not only alleviated our immediate concern but also highlighted the importance of holistic care. It demonstrated that providing for the needs of families during medical emergencies can be just as important as treating the patient themselves. Such experiences remind us that in times of crisis, empathy and support are just as crucial as professional medical expertise.
Our encounter at the emergency department of Kaiser Permanente in Chula Vista serves as a reminder of the need for continued efforts to prioritize not just the medical needs of patients but also the emotional and practical needs of their families. This experience was a positive one, and it left a lasting impression on both my family and me. In a world where often the focus is on the mechanics of healthcare, the story of a kind ER staff member can be a powerful testament to the humanity inherent in providing care.