Hospital bureaucracies select for passive-aggressive personality types. These people tend to not advocate for major change, they don't rock the boat, and don't cause trouble for the other bureaucrats. They typically will not address specific concerns or complaints with you, but will rather speak in "generalities". They are not interested in hearing your side, as you are clearly guilty and they just want you to acknowledge the complaint.
I deal with several of these people within my own ED group and within the hospital. They are incredibly annoying.
I also hold some anger inside about these kinds of things. I'm sure it is not evident in my recent posts. There is a huge amount of hypocrisy with these administrative types. When they arrived in medicine, it was a different world. I was talking to a couple of older nurses the other day, who worked in the ER in "the old days". 30 years ago, when a doctor walked in the room, the nurses all were expected to stand at attention, curtsy, and offer their chairs to the doctor. I'm serious, they did that!
The borderline chest-pain patient from above has been to the ER 5 times since, and has been admitted to the hospital twice (just because he insists) with several out-patient cardiology visits, with 2 different cardiologists. The time before, he came to the ER, they actually forced the psychiatrist come down and evaluate him. He recommended a firm, no nonsense approach, and to not put up with his inappropriate behavior in the least. He actually supported my approach and told administration that they were making the patient worse by continually meeting with him, and forcing doctors to admit him to the hospital.
The psychiatrist told me stories about the doctors who trained him taking patients who were borderline and frequented the psych ward to the top of the hospital and telling patients to jump as a therapeutic measure to force their hand and de-escalate their behavior. One of my attendings in residency related to me that he once did the same thing with a ER frequent flier "suicidal" patient...
Can you imagine the headlines if you did something like that today? It would be on the front page of every .com news outlet and search engine news-subsection that exists.
The nurses who have worked with my boss for 20 years, recall an instance where he told the above patient I got in trouble about to "leave the ER and don't come back for a month!" He was much more rude to patients than I have ever come close to being according to the nurses. In fact, one nurse says she initially didn't want to work in the ER, because he was so mean to nursing that he was universally feared.
I'm not advocating for a return to the assinine days of arrogant doctors storming around like God, meting out life and death. I'm pointing out the hypocrisy of a current administration who, coming out of training, never could have functioned in our documentation-heavy, patient satisfaction is god, medicolegal nightmarish conditions.
The worst ER doc to have is the one who has been transformed by the-patient-is-always-right culture created by endless, pointless administrative meetings. The nurses always hate it when those people work, because they have become so slow and bogged down with patient satisfaction, that they can't actually efficiently run an ER.