Medical Center Enterprise: Marling Ray MD

I am accompanying my elder relative with significant memory issues for a CT Scan. We arrived early as requested. Upon arrival I have been told that I am not allowed to assist her with check in nor accompany her to radiology. The medical assistant explained this as pleasantly as possible. I do not fault her in anyway. My problem is after walking back to the office of the referring physician the nurse contacted the hospital and spoke to a supervisor and explained my relative has significant memory issues and could not effectively check in nor find her way to radiology and back to the exit. As her guardian I reiterated that if I am unable to escort my elder please have a nurse/medical assistant escort her. We were instructed to walk back to the hospital and a supervisor would assist us. After returning to the hospital and stating my instructions we waited nearly an hour and 20 minutes past the scheduled time. I asked why have we been waiting so long? It was explained that we are waiting for the supervisor. The screening representative then explained to registration desk that my relative is now late for scheduled appointment. After all of this no supervisor ever addressed us and I and my daughter were screened and checked in to accompany my relative. I understand all the precautions and new rules that are required living through this Pandemic and I do not have any problems following the rules. However, referring physicians offices and and hospitals do have a responsibility to contact patients in advance to explain new procedures for critical well appointments. Patient care and preparedness cannot be overlooked. My elder has been fasting, delayed in her appointment time, has walked from hospital to doctor’s office and back, and now (2) hours after time arrival is now waiting behind other patients who were scheduled after her. Now, that we are in radiology Edy has been such a bright light this morning! She has patiently explained the process and is more than accommodating. Her kindness and patience has smoothed over my ill feelings. I rate and comment because I would like hospital administrators to remember that patient consideration, kindness and care is important for all types of patients always.