RE: 'Hospital did not treat us with respect'

In response to Estella Garcia’s letter (the Village News, 11/16/06), we were glad to hear that Ms. Garcia’s son, Lucas, received care from his primary care provider on the day following his visit to the Fallbrook Emergency Department and is apparently doing well.

We were disappointed to hear that Ms. Garcia was not satisfied with her experience in triage and would like to address the concerns that she expressed.

Most patients who present at Fallbrook Hospital for care are seen by the on-duty physician within 30 to 40 minutes of their check-in time; the average time spent in the department is about two and one-half hours.

Every day we track the number of patients who leave without being evaluated. This number averages less than one patient per day. Most of the time, patients who decide to leave do not wish to wait to be seen and do not have life- or limb-threatening problems.

On October 18, 2006, when Ms. Garcia and Lucas arrived, there were eight patients ahead of them. Our records show that Lucas arrived at 10:03 p.m., was triaged at 10:10 p.m. and was reassessed at 10:30 p.m.

Our goal is to promptly evaluate and provide excellent care to all of our patients. We carefully and respectfully review all complaints to learn how we can improve our care and processes. Our staff receives feedback regarding customer service skills, and we have reviewed Ms. Garcia’s concerns and will use them to continue to improve our service.

The community has choices for its healthcare and we are convinced that the Fallbrook Emergency Department is the best option for local residents. We are not perfect but we strive to perfection, knowing that as healthcare providers we serve a high calling to help those who are suffering. We realize the expectations of the community are high and actively solicit input from the community. We can be reached through the Fallbrook Hospital operator at (760) 728-1191, extension 247.

Bruce Gipe, MD,

Medical Director

Graydon Skeoch, MD,

Medical Director