Editor,

My husband I have lived in Langley for 18 years. We are both naturopathic and homeopathic doctors and can usually take care of any acute needs ourselves. The few times we have needed hospitalization and surgery, we did extensive research and chose highly recommended health professionals in Seattle. We didn’t use the services of Whidbey General until the past few days. I contracted a bad cough in Iceland that I just couldn’t kick. Despite our best natural therapies, two weeks later I was barking up a storm. (I apologize to anyone who has been in my vicinity; I‘ve stayed home as much as possible.)

I decided that this was one of those rare times when I had better seek out conventional care and went to see Cathy Robinson, PA-C at South Island Medical. She asked all the right questions in a caring, efficient, professional manner, then ordered a stat (immediate) chest X-ray and complete blood count (or CBC) test. Her thinking made a lot of sense to me and she gave me options for pharmaceuticals.

I was told to be at Whidbey General South at Ken’s Corner for the X-ray and blood draw in one-half hour and I arrived promptly. I walked up to the front desk to be greeted with a blank stare. They claimed there was no order from the hospital for either the X-ray or blood draw. In fact their phlebotomist (person who draws blood) had married and moved away. They had no idea when the lab would be available again — “maybe a month or two.”

I found this very odd knowing that the order had been called in earlier. Ten minutes later they figured out that they had indeed received the referral from the hospital in Coupeville, but too late to have any radiology opening that day. Mind you, the idea was to rule out pneumonia and the X-ray was supposed to be stat (urgent). No “I’m sorry for the confusion” was offered. They could have told me, “No worries. We’ll work you into the schedule.” But they didn’t. Just another cold stare and, “You’ll need to cover your mouth.”

We headed right up to Coupeville and had a remarkably similar experience at the hospital. They couldn’t find my X-ray order. My husband and I each asked the woman at the imaging desk if she had received the order. I continued to cough uncontrollably. About 20 minutes later, I finally called South Island Medical (Cathy’s clinic). They were quite apologetic: “I will fax over the order for the third time now.” Three’s a charm. The imaging receptionist had been too busy for the previous two hours to check the faxes. The phlebotomist was quite competent, and the X-ray technician kind and professional (what a compliment to be asked if you’re pregnant at age 67). Cathy called me a couple of hours later to say the X-ray was clear. In fact the radiologist asked, “Now why are we doing this X-ray?” He didn’t hear me cough or he wouldn’t have asked.

What I found mind-boggling was the uncaring attitude and lack of professionalism of the front desk staff at both hospital venues, even at a non-busy time. It did not give my confidence in our local hospital and I can’t imagine going there, rather than off island, in an emergency. Please tell me that my experience was an exception.

JUDYTH REICHENBERG-ULLMAN

Langley