ER

This past week was very interesting to me because I spent a couple of long nights in the Emergency Room: one for me and another one for one of my daughters.
In any events, I am now here .. healthy ... to talk about how Lean was my experience. 
While my visit to the pediatrician went very well, the link and communication between my doc and the ER was not very ... Lean. After spending 2 hours at the doctor's office to diagnose the situation, he realizes that he needed to send us to the ER. He calls the ER and tell them what was happening and that he was sending us to them. Now, my expectation, was that those at the ER knew what was going on ... instead NO. I had to re-explain the situation and they had to reassess my daughter. I really thought: "didn't my doctor just called and explained everything?"
In any event, once they triaged her we had to wait, wait and wait ... In all honesty, and a side for the wait, the entire experience going forward was very "lean": 

• there was someone updating us on the situation, every 5 minutes
• someone else was there to entertain the children
• someone else was going around to check if parents need anything
• once in the room, the all process was very quick, they tried to put us ad-ease ... they even gave a DVD player with Disney movie to watch.

I felt like they really cared about the "client" perspective.

What has been your ER experience?

Looking forward to hear your impressions.