Premium Essay

Emamuel Medical Center

In: Business and Management

Submitted By doshin
Words 9304
Pages 38
13

CASE

Emanuel Medical
Center: Crisis in the Health Care
Industry

The Haley Eckman Story
On Friday, four-year-old Haley Eckman stayed home from school because of a slight fever. She complained that she was feeling very tired. That night, Haley’s temperature increased to 104°F. At 3:15 A.M.,
Mr. and Mrs. Eckman took Haley to the emergency department
(ED) of Emanuel Medical Center (EMC) in Turlock, California. They registered at the admissions desk and waited for someone to see them. After what seemed like forever to the Eckmans, a triage nurse came out to evaluate Haley. He asked several questions, but failed to take her temperature – a routine procedure in that situation. He then disappeared, leaving the Eckmans to wait yet again.
While they waited, Haley vomited. She said she felt very weak. The family asked if Haley could lie down in a bed while they waited to see a doctor. A staff member told them that there were no available

This case study was prepared by Randall Harris, Kevin Vogt, and Armand Gilinsky as a basis for class discussion rather than to illustrate either effective or ineffective handling of an administrative situation. © 2004 by Randall Harris, Kevin Vogt, and Armand Gilinsky. Used with permission from Randy Harris.

both13.indd 670

11/11/08 12:04:27 PM

MORE PROBLEMS THAN THE ED

671

beds, and that they would have to wait. The Eckmans saw several empty beds across the hall from where they sat as the staff member said this.
At 4:35 A.M., the Eckmans were led to a room where a nurse took Haley’s temperature and the physician on duty examined her. The physician assessed Haley’s condition and ordered medicine that Haley could not keep down. Finally, the physician told the
Eckmans that Haley had the stomach flu and that they should take her home to rest.
The following night, Haley’s temperature hit 106°F.

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