As I wrote in my last post, my friend Mark is in the hospital. The worst hospital in Oklahoma City. Well, not the worst in terms of quality of care, but the worst when it comes to ease of use. Which hospital am I talking about? OU Medical Center.
Complaint 1: The Name
When we first learned of Mark’s accident, we were told he was taken to Presbyterian Hospital. Everyone was at a loss as to where this hospital was. Even the folks who have lived in OKC their entire life were scratching their heads. After mapping it, we soon realized it was actually OU Medical Center. When you approach the hospital, all the signage refers to OU Medical Center. The only reference I saw to it being Presbyterian, was the word beneath the ginormous OU Medical Center sign on the hospital itself.
Okay, so this is a silly complaint, but when you are trying to find out where a friend or family member has been taken it becomes a big deal. So drop the Presbyterian or do better advertising. Sure, there may be a small contingent of old folks who know it by the former name, but based on my own very unscientific polling, most OKC residents have never heard of Presbyterians Hospital.
Complaint 2: Information
So after parking, I rush inside to the information desk where I find nothing but a terminal with a weeks worth of dust accumulation. After looking around, I notice a sign stating that if I want information I should dial a number given using one of the phones on the wall. Great, except I do not see any phones on the wall!
Thankfully, an employee saw my look of confusion and asked me if I needed help. After relaying my story she told me where she thought I should check. Upon arriving at the right floor, taking THE single elevator, I see a sign pointing to the surgery waiting room. I walk the length of that hall until I see another sign saying the same, but pointing the opposite direction. The waiting room itself had no sign indicating what it was. I would have been able to figure it out for myself had there not been three other waiting rooms in that same hall. Signs, people. Signs.
Complaint 3: Pay To Park
That’s right. When visiting OU Medical Center, you must pay to park. Now, you know that I am a die hard capitalist and defender of the rights of business owners, but paid parking at a hospital, let alone any business, is ridiculous. Never in my life have I visited a hospital (and I have visited many) where one had to pay for parking. To make matters worse, the hospital receives public money! I’ve already had to pay for the facility to some extent through the forcible theft of a percentage of my income (state income tax), I damn well better be able to at least park for free.
St. Anthony does not charge for parking and Integris goes one step further: they have free valet parking. Why? Because they realize that it creates a positive incentive for people to want to use their services in the future. Charging people to park carries the incentive to make visits shorter, freeing space for more visitors. This is the incentive, along with that if increased revenue, which I am sure the executives of OU Med Center had in mind. However, there are unintended incentives created which include the incentive to not use that hospital in the future. I personally will never use OU Medical Center in the future, for this reason alone.
I’ll end this long rant with the final blow I received as I attempted to leave the parking lot. My parking fee for the time I was there was $2. However, being someone, like a large majority of people today, who rarely carries cash, was informed you cannot use debit or credit cards to pay. The attendant told me not to worry, filled out a form, handed it to me and sent me on my way. It was a $5 ticket for not having cash. Worse yet, he dated it the 8th, when it was actually the 11th. This would not be a big deal were it not for the fact you must pay extra fees if it is not paid within 7 days. I have no doubt this was done intentionally by the parking company that manages the parking lot, Republic Parking.
Over all, OU Medical Center is the worst hospital I have visited in Oklahoma. While the employees are very friendly and capable, its board and executives could use some lessons from Integris on how to run a hospital people would want to use.