Customer Service DOES matter in the Hospital

Many of you know that my husband, Mike is in the hospital. He went in on Saturday afternoon to the ER. There are some things that I would love to tell the local hospital administration. They have some things right and some things wrong. One thing I wish leaders could get across to business is that the problem isn't with people it's with systems. Our local hospital (Mission) has some systems problems.

1. You have to go to the front desk to get your bracelet and register and then four stations before you are seen in the ER.
2. Four stations is ridiculous (weights & measures, triage, insurance, specials (if you need an EEG or something).
3. I can understand 2 (triage & insurance)
4. You should educate the public on conditions that don't necessitate an ER visit. Many people will wait until they are dying because they don't want to sit in the ER in line behind people that should have gone to the urgent care. (Sounds like a great publicity campaign to me)
5. Your staff should support their doctors.
6. Your doctors should support your staff.
7. Your nurse should not tell you she can't move you to a room because the doctor is at Wild Wings (how much beer has he had and he is ordering what for me?)
8. Your nurse should communicate the delay, apologize and repage said physician.
9. Your nurse should not have to tell you what is wrong with you because their has been no communication and then not be able to tell you what it means. (i.e. you have ________, but I'm not sure how they plan to treat it. You're fine the doctor will be in later.)
10. Your nurse should tell you that the doctor did try to see you while you were in Ultrasound having a procedure.
11. Your doctor should tell the nurse that he did try to see you while you were away and will be back, but it might take hours.
12. When a patient is obviously worried about his situation the nurse should not tell the patient what is wrong and leave it for the doctor to explain four - five hours later.
13. A patient should not be left without food for hours and not be told why he can't have food (or water for that matter).
14. A doctor should not call the patient's wife hun. And if he does he should be prepared for her to go off on him.