One Year in the US: Lost in the System

It has been exactly one year since my family and I moved to the United States. This year has been quite fulfilling, marked by numerous valuable connections and visits to amazing places. However, living in the U.S. as residents rather than tourists, we have encountered several new challenges, such as navigating the banking system, dealing with governmental institutions, twice calling the cops, and even handling wildlife encounters! Yes, in New York City. We were brutally attacked from the sky by a wild raccoon (happy to share this story in DM if you are curious — it’s pretty unbelievable), and my dog had an unpleasant meeting with a skunk.

The most significant and, unfortunately, negative experience has been our interactions with the U.S. healthcare system. Over the past year, we have had numerous regular doctor visits and several emergency room visits. Today, I want to share our most recent emergency room experience.

One morning, my wife woke up with severe ear pain. We intended to schedule an appointment with an ENT specialist, but as the days passed, her pain intensified, and over-the-counter painkillers provided no relief. Consequently, we had no choice but to visit the emergency room.

At the ER, three different doctors examined my wife, ultimately cleaning her ear and prescribing some ear drops, advising her to return in a week. Initially, the pain subsided for a couple of days but then returned with greater intensity.

We waited until our scheduled appointment, arriving 10 minutes early at 9:50 AM. Despite this, the appointment system seemed ineffective, as the process operated more like a live queue. Some individuals who arrived later were seen by the doctor before us, adding to our frustration. Several patients, including an elderly man with mobility issues, eventually gave up and left after waiting for two and a half hours. We couldn't leave, as my wife was still in pain, resulting in nearly a three-hour wait before she was finally seen by a doctor.

At this appointment, she was prescribed antibiotic ear drops and asked to come back in another week. When we got to the pharmacy, the pharmacist declined to provide one of the medications because the doctor forgot to clarify how long this medication should be taken.

Once this issue was solved, these drops proved ineffective. Upon her return visit, the doctors seemed uncertain about the next steps. Initially, they suggested waiting another week without any treatment, hoping the issue would resolve itself. My wife insisted that this approach was inadequate, leading to the prescription of a different antibiotic in pills and another follow-up in two weeks. While this antibiotic provided some relief, the pain persisted, and her hearing remained impaired.

The scheduled appointment was to be on a Wednesday. However, on Tuesday, my wife received a call from the clinic informing her that they were overbooked and had to cancel her appointment, rescheduling it for over two months later! Understandably, my wife protested, emphasizing her ongoing pain and the ineffectiveness of the treatment. After a brief hold, the receptionist returned and confirmed that she could keep her original appointment.

At the hospital, both doctors were still at a loss. Rather than identifying the specific infection to prescribe the appropriate antibiotic, they continued to guess. Ultimately, they decided on yet another set of ear drops. To our surprise, when we collected the drops from the pharmacy, the label indicated they were intended for foot infections. Despite this, we had researched online and found that they might be effective, so we proceeded with the treatment. Fortunately, these drops successfully treated the infection.

This eight-week saga of guesswork and inconsistency should not define anyone’s healthcare experience. It underscores a vital truth: not all problems can be solved with technology alone. While it can streamline processes and facilitate communication, technology is only as effective as the systems and professionals behind it. Our story is a testament to the need for a more human-centric approach, where empathy and efficiency coexist, ensuring that no patient’s plea for help goes unheard.