Trinity Health Grand Haven Hospital — Local services in Grand Haven

We came to this hospital seeking care for our 18 month old son who had a rash and swelling on his face and was presenting with symptoms of difficulty breathing. I was already hesitant to come here after 2 bad experiences previously but when I explained to the phone nurse (through spectrum) what was going on, she told me it was urgent and we should not risk taking him to Helen DeVos. After explaining to the registrant what was going on - main concern difficulty breathing - she very slowly checked us in asking for insurance information and address and phone numbers. We waited in the lobby for over 40 minutes with a screaming, uncomfortable baby with a swollen face and no one would help us. Afraid to leave without something to stop his throat from closing and go somewhere else, we waited. We got back to a room and waited 2 hours before a doctor came in. At this point I had been documenting with photos but it seemed his swelling had gone down and he was just tired and wanted to go home. The doctor who was on site stated if he had seen the rash maybe he could’ve done something but he can’t now. And when he looked at the photos said “oh yeah, there definitely was some swelling but it’s gone now” We were told there was nothing he can do and sent on our way with instructions to RETURN IF HE HAD SIGNS OF DIFFICULTY BREATHING WHICH WAS WHAT WE WERE THERE FOR. Then we just wanted to leave and waited for discharge papers for another 20 minutes while my husband watched a group of 5 nurses sitting on Facebook in the nurse station talking. The poor nurse who helped us (I didn’t get her name) was the only one actually working and it just took her that long to get to us, even with the doctor reminding them twice we needed to be checked out. We are now being charged over $100 for this visit that was complete waste of time, no treatment happened and no one care to help our son. All in all this ER department does not care about people. Luckily our son is ok and it was a passing reaction from a virus according to his PCP but had it been anaphylactic he would have been dead because no one listened to us. Might as well take your chances and go literally anywhere else.

*edit before they comment to reach out to their patient relations, I already submitted this information on a survey I got after the visit and tried to...

I brought my Mom to this ED Oct. 23 with a broken collarbone. They were kind, efficient and we were happy with their service. She had a PT/OT consult and a Case Manager met with us. We were told home care in the form of physical therapy was appropriate and that THEY would order it. The Case Manager told me he would call me the next day with further instructions. This is when it ALL fell apart.

1. The next day-there was no call from the Case Manager.
2. The day after that (Friday) I called the PT office. I was told that the orders were being done and that I would receive a call back.
3. The following Monday, no call. I call again. I am told the PT office faxed a form to my Mom's primary care doctor that Medicare needed completed before NOCH PT could order home care.
4. I call my Mom's doc. No fax.
5. I call NOCH PT again. I give them the fax number to make sure they have the correct one. They told me they re-sent the form.
6. 2 more days go by. My mom now has had absence of care for 5 days. No PT has been ordered.
7. I have another call with my Mom's primary, whose office tells me the ONLY fax they received, was discharge notes and a "hand-written" sheet asking that my Mom have a follow up with her primary, and intimating that THEY set up the home care. I sat in the ED with my Mom. She was seen. She was told she would receive home care set up by THEM. Were we wasting our time?
8. It is now Friday, November 1, and a week and a half since my Mom was seen. I call NOCH PT again. Get a voicemail. No call back. I call and leave a message for the ED supervisor. I call the Patient Experience line. I ask for a call back TODAY. We will see how that goes.
9. And in the meantime, my 88 year old Mom, who has her arm in a sling and walks with a walker, awaits physical therapy, for over a WEEK. All due to people either being completely disorganized, uncaring, unable to communicate properly, or all of the above.

I personally work in the hotel business. We are not dealing with people's health, yet my team is able to call clients back, assist them with their needs, and provide the details they need.

It is shameful, the state of healthcare. What if my Mom did not have anyone to advocate for her?

I certainly hope that SOMEONE will take it upon themselves to help us. Today, not next week.

Absolutely...

A friend of mine was in a serious car crash and was in critical Condition With Multiple Skull fractures and other broke bones and Brain Trama when transported to noch before transfer to Spectrum......He was there for At least 8 hours in life threating critical condition before stabilized enough to transfer......His family spent Those Hours in panicked worry wondering where he was when he had called to say he would be home in 45 min right before the crash......Because noch did not notify them he was there at all.......There was no reason because he had id and his girlfriends number in his wallet, not only that he also had a friend with him who verified who he was and numbers to family.......Not only did they make no attempt to contact Anyone, They Refused to Let his friend use the phone to contact family! Yes doctors and Nurses First priority is to treat and stabilize him but There Is All kinds of other staff members who could have called and Notified His Family! He Could Have and Almost Did DIE without his family Every Aware He was hurt! He could have died alone with no one to advocate his wishes or make choices if needed! I Think it Should Be Priority To Notify Family Of Critical Patients so they can rush to their side or at least the waiting room for Support and incase tough choices must be made......Admission Clerks could easily do this Small thing for patients and their familys Or Even Recruit Volunteers! I am Sure Someone Would Jump At the Chance, if I lived in the area or could do it Like an at home service where I got updated lists of Patients who need Family Notified I would do it In A heartbeat!.........First Thing When Transfered to Spectrum they did Was Contact His Family And not Only His Girlfriend but His Mother To! I Am so Sickened and Disapointed in The conduct of your facility.......From what I heard This kind of Misconduct is Not Unusual for noch! I am just in shock you would let patients go to the brink of Death without the support of their Loved ones or at least the notification...