“This office is hospital administration. How may I help you?”
“Good afternoon, I’d like to speak with Dr. Gilman, please.”
The woman looked Shauna up and down with her nose perched a few inches in the air. Her assessment was slow and methodical. Shauna assumed she was trying to figure out if she was a reporter. She could have saved the woman trouble, but this was also part of her examination—office staff serviceability. “Your name and company?” the woman finally asked tightly.
“My name is Shauna Banks. I’m from the Cura Medical Group. Dr. Gilman should be expecting me.”
The receptionist, wearing thick, red-framed glasses and matching lipstick, opened her computer screen and typed something in. She looked up at Shauna and smiled triumphantly. “Your appointment is for next week. You’re early,” she said snidely.
“Yes, I am.”
“It’s Friday afternoon and Dr. Gilman is very busy.”
“I understand. Please inform Dr. Gilman that I’m here.”
The woman sighed and picked up the phone. She pressed a few keys, then waited a second or two. “I’m sorry, there’s no answer in the office. Perhaps you can come back at your scheduled appointment time next week. I’m sure Dr. Gilman will be available at that time.”
Shauna smiled. “Fine, thank you. Have a good weekend,” she said, then turned to leave. As she pushed through the glass doors, she passed an older woman quickly coming into the office. They smiled politely at each other as Shauna continued to the elevator. She got in and removed her lanyard. Moments later the doors opened. Security was standing there waiting for her.
“Ma’am, we’d like to escort you back to Dr. Gilman’s office.”
Shauna nodded. “Sure, thanks.” She stepped back into the elevator with two huge security guards at her sides. The elevator ascended in silence. As soon as the doors opened, the same older woman she passed moments earlier smiled and extended her hand. “Good afternoon. Welcome to Key West Medical Center.”
“Thank you,” Shauna said as she stepped out, leaving the guards to take the elevator back down. “Dr. Gilman?”
“Yes, I am Margaret Gilman,” the woman said happily.
“Dr. Gilman, I’m Shauna Banks, representing the Cura Medical Group. You’re expecting me.”
“Yes, yes, indeed I am. Ms. Banks, please come into the office.” They pushed through the glass doors. Shauna spared a quick glance at the receptionist, who was surprisingly engulfed in typing something in the computer. “Ms. Banks, I’m so sorry about the mix-up earlier at the reception desk. I’m afraid we’re a bit cautious because of the reporters. We’ve had every scam and trick in the book thrown at us for interviews and bogus copycat lawsuits. Had I known you were coming in early, I would have had someone escort you directly to my office.”
“I’m afraid that’s all part of my job. I’m here to observe and report my experiences with your staff and service, as well,” Shauna said.
“Yes, of course. I understand,” she said, opening her office door. A blast of heat hit them instantly. “I’m sorry about the heat. The air-conditioning in this office is on the fritz. Feel free to take off your jacket. Please, have a seat. Can I get you something cold to drink?”
“No, thank you, I’m fine. This is just a preliminary meeting to give you an idea of what I’ll be doing the next few weeks. Just as with my previous associates, I would appreciate it if my association with Cura is confidential except to you and your E.R. department head.”
“Yes, of course.”
“It’s very difficult to get a fair and unbiased appraisal of your hospital staff and procedures if everyone is on their best behavior.”
Dr. Gilman nodded repeatedly. “I understand completely.”
“Good. Now, I understand due to recent very unfortunate circumstances surrounding your E.R., you are without a department head. I can tell you that Cura is very concerned about
“Good afternoon, I’d like to speak with Dr. Gilman, please.”
The woman looked Shauna up and down with her nose perched a few inches in the air. Her assessment was slow and methodical. Shauna assumed she was trying to figure out if she was a reporter. She could have saved the woman trouble, but this was also part of her examination—office staff serviceability. “Your name and company?” the woman finally asked tightly.
“My name is Shauna Banks. I’m from the Cura Medical Group. Dr. Gilman should be expecting me.”
The receptionist, wearing thick, red-framed glasses and matching lipstick, opened her computer screen and typed something in. She looked up at Shauna and smiled triumphantly. “Your appointment is for next week. You’re early,” she said snidely.
“Yes, I am.”
“It’s Friday afternoon and Dr. Gilman is very busy.”
“I understand. Please inform Dr. Gilman that I’m here.”
The woman sighed and picked up the phone. She pressed a few keys, then waited a second or two. “I’m sorry, there’s no answer in the office. Perhaps you can come back at your scheduled appointment time next week. I’m sure Dr. Gilman will be available at that time.”
Shauna smiled. “Fine, thank you. Have a good weekend,” she said, then turned to leave. As she pushed through the glass doors, she passed an older woman quickly coming into the office. They smiled politely at each other as Shauna continued to the elevator. She got in and removed her lanyard. Moments later the doors opened. Security was standing there waiting for her.
“Ma’am, we’d like to escort you back to Dr. Gilman’s office.”
Shauna nodded. “Sure, thanks.” She stepped back into the elevator with two huge security guards at her sides. The elevator ascended in silence. As soon as the doors opened, the same older woman she passed moments earlier smiled and extended her hand. “Good afternoon. Welcome to Key West Medical Center.”
“Thank you,” Shauna said as she stepped out, leaving the guards to take the elevator back down. “Dr. Gilman?”
“Yes, I am Margaret Gilman,” the woman said happily.
“Dr. Gilman, I’m Shauna Banks, representing the Cura Medical Group. You’re expecting me.”
“Yes, yes, indeed I am. Ms. Banks, please come into the office.” They pushed through the glass doors. Shauna spared a quick glance at the receptionist, who was surprisingly engulfed in typing something in the computer. “Ms. Banks, I’m so sorry about the mix-up earlier at the reception desk. I’m afraid we’re a bit cautious because of the reporters. We’ve had every scam and trick in the book thrown at us for interviews and bogus copycat lawsuits. Had I known you were coming in early, I would have had someone escort you directly to my office.”
“I’m afraid that’s all part of my job. I’m here to observe and report my experiences with your staff and service, as well,” Shauna said.
“Yes, of course. I understand,” she said, opening her office door. A blast of heat hit them instantly. “I’m sorry about the heat. The air-conditioning in this office is on the fritz. Feel free to take off your jacket. Please, have a seat. Can I get you something cold to drink?”
“No, thank you, I’m fine. This is just a preliminary meeting to give you an idea of what I’ll be doing the next few weeks. Just as with my previous associates, I would appreciate it if my association with Cura is confidential except to you and your E.R. department head.”
“Yes, of course.”
“It’s very difficult to get a fair and unbiased appraisal of your hospital staff and procedures if everyone is on their best behavior.”
Dr. Gilman nodded repeatedly. “I understand completely.”
“Good. Now, I understand due to recent very unfortunate circumstances surrounding your E.R., you are without a department head. I can tell you that Cura is very concerned about
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