Not Going to Vegas: What Healthcare Can Learn from US Air

I had an 11:20am flight to Las Vegas on Monday to attend the American Society of Health Systems Pharmacists (ASHP) Midyear conference. During the three hours that we sat on the plane, the airline had to fix three different technical failures. After the third failure, the pilot came on the loudspeaker and told us that “this plane does not want to go to Las Vegas”.

He had us get off the plane and head to another plane at an alternate gate, only to call us back to the same plane (they fixed the final problem – an oil leak).

I didn’t get back on the plane. I didn’t go to Vegas.

The plane got to Vegas. But, I just couldn’t take the chance. It was just too risky for me. I was uncomfortable.

Since I’m well educated on the processes and system checks and balances that airlines go through, I was thankful that they uncovered the problems with the plane, but I was equally as thankful that I got to make the choice NOT to get back on the plane.

It made me think of personalized healthcare. I would really like to be able to make my own educated decisions when it comes to my care. I’d like to know what hospitals are investing in assessments to uncover patient care risk that their processes may cause, perpetuate or prevent. I’d like to have access to quality information from the organizations that I choose to put my life in the hands of. But, as it stands, I don’t get that information from most places.

I know what questions to ask because I work in the industry. But, most people have no idea if the hospital they are going to have a C-section in has no hand hygiene program. Or if the place they choose to bring their children almost gave a toddler the wrong medication two weeks ago.

So, this is not a blog that will slam the airline for having technical failures. This is actually a blog that will commend the airline for being transparent with me, so that I can make my own decisions. I was refunded and they got me my luggage back to boot. Thank you US Air.

I believe in my work.

Claire