Customer Service - Health Sector ( Three Hours at the Emergency Ward- Part 1 and 2)

Greetings All
In my efforts to write and publish on the state of our hospitals in Nigeria, i came across an email that was broadcasted to all from my past Business Analysis lecturer. Please read below his experience, which will reiterate my initial story of the appalling and pathetic state of hospitals and staff of Nigerian hospitals.

By Awe Oludayo, PMP, CBAP

Three Hours at the Emergency Ward- Part 1

Prologue

Sundays are meant to be days to rest and get ready for the coming week, however this particular Sunday was exceptional for all the “not so good” reasons. I got the first clue by 7am of that day, which saw me attending 3 parties, ferrying 15 children to Amusement park, having to pick 5 out of over 3000 children in an open park, and spending the last 3 hours of the day at the Accident and Emergency ward of a hospital. It was indeed an eventful day!

The Transport Runs
As 2014 drew to a close, the aura of festivity everywhere did not remove the fact that I had so many looming deadlines, hence, there was very little time for merriment. Yet my wife and I were mindful of our son (Oba) and his holiday “needs”, which included spending quality time outdoor. So we were glad when our local church announced an end of year party for children.
Having made up our minds that our son will be part of it, as we left home on this eventful Sunday, I decided not to attend service but take Oba straight to the venue rather than have him join the Church’s transportation.  This decision was based on the prevailing security situation in the country. Once other parents were aware of our decision, they were quick in entrusting their children and wards to my care. That was how I ended up ferrying 15 children (in 2 runs) to the venue and was also tasked with the responsibility of returning 4 of the kids to their parents after the party.
I would normally not want be alone with Oba (I usually can’t get anything else done if we are alone) and my wife complains so much about this; but here I was with 15 “Obas”! That was the easiest part. The hard part was locating 5 children (including my son) after the party. Obviously 3 of out of the 5 (including my boy) were having a nice time while the remaining 2 were bored and already “crying” for daddy and mummy. Rounding them up (in a park with over 3000 children) took close to 45 minutes and tested the very limit of my endurance. Taking the other 4 children to their parents’ homes took another 30 minutes. I cut the picture of a frustrated figure by the time I was done with that and looked forward to calling it a day, only to be  reminded of  the end of the year party in Oba’s school which was slated for the same day, and believe me Oba  was raring to attend!

The Party Runs
We barely touched base with home when, we set out for the school party which had almost ended by the time we got there.  As I was alighting from the car, a friend of mine with kids in the school reminded me of the birthday party of a mutual friend of ours. Not only did she invite my family to the party, but she also placed a follow-up call. With this my wife and I decided that I needed to show up at the party.  By the time I got to the venue of the birthday party, it was already a few minutes after 7 pm. Completing my 12 hours of non-stop activities (since 7 am). With a plan to spend just a few minutes at the party venue before dashing home for a well-deserved rest, I had barely sat down when I got a call on my mobile, requesting I come to the hospital as someone I know (let’s call him Dan, not the real name) was involved in a fatal car accident. The caller wanted me to come to the hospital as soon as possible, so I rushed home to pick up some things and within minutes I was on my way to the hospital.

Three Hours at the Emergency Ward- Part 2
The Drive
As I drove out of my house, I decided not to go to the hospital alone, so I placed a call to a friend, who is also close to Dan, and he agreed to accompany me.

We spoke via the phone with Dan to confirm that he was fine although about 5 people lost their lives in the auto crash. With Dan fine, I became more relaxed but could not take my mind off the casualty figure. Finally, we got to the hospital and then made our way to the Emergency and Accident Ward.

An Accident and Emergency Ward that Lacks a Sense of Urgency
I wasn’t expecting a 5-star hotel scenario but the scene at the ward beat my imagination. An accident ward without the “emergency feel”! This was a far cry from the Accident and Emergency Ward that Hollywood films portray. With nurses in public hospitals on strike (for about 6 weeks now) most private hospitals were bursting at the helms with patients and this hospital was not different.

 We finally met Dan and he was fine, but for a little bruise on his left leg. However, next to him on the hospital bed was a woman slipping in and out of consciousness, with badly broken leg and arm and she was also wearing a collar guide. Dan and this woman were the only survivors of the auto crash because they were the only ones who had their seat belt strapped on. The woman’s relatives were agitated; one was making frantic phone calls while another (apparently the woman’s husband) lay on the floor, crying uncontrollably. He should be glad his wife survived but wasn’t because they lost their six-year old child.  As relatives of those that died in the accident came to the emergency ward, they were being re-directed to the morgue. It was a gut wrenching experience as this scene unfolded before me.

No Bed, No Ambulance!
The man speaking on the phone caught my attention; he was trying to organize an ambulance to convey the injured woman to another hospital. My initial thought was that she was being treated by the medical team, only to realize that all they were trying to do was stabilize her condition before a transfer. I overheard a doctor saying the hospital was too overwhelmed to take her in over 3 hours after the auto crash! Another patient was brought in by an ambulance, but was left in the ambulance for over 40 minutes because there was no room to admit her. I just could not believe what I was seeing. If this was happening in what I consider as one of the best hospitals in the capital city, imagine what would happen elsewhere! With millions of dollars approved annually as budgetary allocation to our health sector, one wonders why the sector is still in such disarray! 

While there, not less than four patients were brought to the Accident and Emergency Ward but they were all sent away. Finally, the man trying to arrange for ambulance had a breakthrough; the injured woman was taken to another hospital, while Dan finally had an x-ray that confirmed that he was fine.  At this point, I checked my wristwatch and it was just a few minutes before midnight. As I left the hospital, several thoughts were running through my mind. Where are the funds? Where are the clean hospital wards we see on billboards? Where is the equipment launched ever so often? No wonder the elite amongst us prefer to travel abroad to treat minor ailments.

Conclusion
In my 3-hour stay at the hospital, four critically ill/injured patients were turned away. How many of them would be alive to make it to where they can get medical attention? Imagine this in many hospitals all over the country. A lot of preventable deaths occur on a daily basis, yet it seems nothing is being done about it.
I pulled into my driveway a few minutes past midnight and heaved a huge sigh. Indeed, it was an eventful day for me by all standards.
The Accident and Emergency Ward I visited is in dire need of an emergency overhaul and this I am sure would be the state of several other Accident and Emergency wards.


Dayo is the President of IIBA Nigeria Chapter and also sits on the IIBA Europe, Middle East and Africa, EMEA, Regional Board.