Bon Secours gives ER wait "guarantee"


by Sandra Parker

Posted on June 24, 2010 at 2:58 PM

Updated Thursday, Jun 24 at 4:16 PM

SUFFOLK – Kim Dash was pleasantly surprised when she went to the emergency room for a bad knee.

"Every emergency room I've gone to, and I have been to a lot of emergency rooms, and I would wait. I  wait two hours, I wait three hours sometimes," she said.

That didn’t happen at Bon Secours Harbour View ER.

"They called me up, registered me, took my vitals and I came back," she said. "A doctor came in within five minutes."

The healthcare company is promising no-wait emergency care.

"Let's face it. When you're sick and you come to the emergency department, the only person you want to see is the physician," said Jeff Doucette, the vice president of emergency services.

He said changes led to a more-efficient system, so the average wait from walking in to seeing a provider is 15 minutes, depending on how busy the ER is.

"When we don't have a room available most of our patients are in front of our provider within 30 to 40 minutes," Doucette added. 

Participating in the guarantee are Bon Secours DePaul Medical Center, 150 Kingsley Lane, Norfolk; Bon Secours Maryview Medical Center, 3636 High Street, Portsmouth; Mary Immaculate Hospital, 2 Bernardine Drive, Newport News and Bon Secours Health Center at Harbour View, 5818 Harbour View Blvd, Suffolk.

The company has an extra incentive – if you’re not seen in 30 minutes, you get movie passes and a letter of apology.