★
I don't think there's anything more frustrating than dealing with patient registration and their complete lack of understanding or compassion. I want to be clear -- I don't believe this is the fault of any one employee, but rather the result of a culture that has been allowed to form within that department.
When I arrived, everything started off well. The wait time was short, and the nurses were friendly, professional, and very communicative. However, the experience with patient access/registration was disappointing.
The first staff member came in and asked me to sign documents on her iPad. I requested a hard copy so that I could review the paperwork before signing. To my surprise, she told me that hard copies were not available and that I could view them later through my patient portal. I explained that I preferred not to sign anything I couldn't read beforehand, and she immediately responded, "So you're declining to sign?" I said yes.
She then handed me additional forms, and I told her I'd review them and return them before leaving. She seemed offended by that response and left the room. A few minutes later, another staff member -- who introduced herself as a supervisor or lead -- came in with a trainee, stating she needed to complete my registration. I explained that I wasn't feeling well and wanted to postpone it until later. She insisted, saying, "But we have to do your registration." I calmly repeated that none of the information she needed would prevent the doctor from providing care, and that I wanted to reserve my energy to speak with the doctor.
Instead of respecting that, she continued to press me, asking questions I had already declined to answer. I asked her multiple times -- at least three -- to leave the room. She finally acknowledged that I had asked her to leave, but still lingered.
After a wonderful visit with the nurse, I specifically asked her not to send registration back in, and she agreed. Yet, moments later, the same lead returned, this time with someone who identified herself as a manager or supervisor. They once again insisted that I complete my registration immediately. I again declined and asked them to leave my room.
At that point, they became condescending and even threatening, saying, "Well, then this will be marked as self-pay." I reminded them that I had already informed the front desk I was self-pay, so there was no reason to use that as a threat. I also told them that I wasn't feeling well and needed to be left alone.
At this point, it was clear there was a complete lack of empathy, compassion, and basic respect for patient boundaries. If a patient tells you -- repeatedly -- that they would like to be left alone, continuing to push your agenda becomes harassment.
There are multiple ways to complete registration that don't involve invading a patient's personal space, especially when they are unwell. Patients should be given the option to complete their information through the portal, over the phone, or at discharge -- not be pressured during their care.
No one in a hospital or urgent care setting should have to endure that kind of insensitivity while seeking treatment. I strongly suggest the management team review how patient access staff are trained and remind them that compassion and respect are just as important as procedure.
★★★★★
I was very impressed with my experience here today! I read the reviews prior to going and it made me quite skeptical, but overall I would highly recommend this facility. I arrived a little after 11am and it wasn't busy in there at all. The young lady at the front desk was very polite and warmly greeted me as I walked in. She listened very well during the check in process. It took less than 10 minutes to be called back by the triage nurse and then I was immediately placed in a room. I had the pleasure of being serviced by the nurse Lorraine and I tell you she is an angel! Throughout my entire visit, she was so caring, attentive, and nurturing to the point where I felt like I was family. She made me feel at ease and continuously checked on me to make sure I was good. Lorraine provides the type of care that every patient would need! If I ever needed to return, I'd ask for her and only hope that she's there again! The doctor was amazing as well! Dr. Pierson was the ER doctor and he has such a welcoming personality! Very lively person and thoroughly explains everything to you giving much peace of mind. He was attentive to all of my concerns and made sure to have the appropriate testing done. I was in and out of there in about 2 hours! I've worked in healthcare for years and have also been to many facilities and this was one of the best experiences I've had. Great staff, clean facility, and overall comfortable environment. I highly recommend!
★
I was brought here by ambulance on 11/8 after a car accident and had a terrible experience. It started before I even arrived, I'm pregnant so the ambulance was trying to figure out if this was an appropriate hospital. They called and it took the nurse forever to return and respond if they could bring me; the emergency responders even apologized and expressed it doesn't usually take that long. I arrive and unfortunately had to experience Dr.Walters who was extremely cold, abrupt and insensitive. He asked me what happened when he first entered the room and when I told him a car accident he dryly says "Oh that sucks". Bedside manner from everyone was terrible; I was so thirsty going home and realized not once in those 6 hours did they ever even offer me water. No ice or anything soothing for my minor bruises.
The xray tech (Harpole, I believe) was my nicest encounter, he seemed unaware I was pregnant when I answered yes and asked did the doctor or nurse explain the risks, which they had not. He offered me a warm blanket and allowed me time to consider if I wanted to continue with an Xray.
The patient access lady was also insensitive and unprofessional, unless this is the way they approve things to be done. She returned my insurance card while I was in the middle of getting a laceration on my face flushed, water falling everywhere and she asks "do you want me to help you take care of your copay now?". I can't even turn my head or grab my bag at the moment, why would you ever ask that in the middle of me being treated. I hated this whole experience and wished I would have been taken somewhere else.
The ultrasound tech had told me things looked good but It took them almost 5 hours to officially "read" my scans and for Dr.Walters to drag his cold insensitive self back in just to say "everything's good". Took him 2 hours after getting my face cleaned/flushed just to come back and stitch tape me up. Seemed to defeat the purpose since the wound was bleeding all over again. Mind you, this was probably the emptiest emergency room on Earth. Everyone seemed to have disappeared for about 35 mins right before the shift change, no nurse or doctor to be found on the floor. Emergency is emergency but this is not a place you want to be at after a traumatic experience.
★
Worse ER ever they put you in a room and walk away for hours with no communication. Please go anywhere but here your life depends on it.
Update I asked several times for the Director of Nursing I'm being told the Dr that has not come in to see me is in charge oh wait just been informed he's leaving for the day Dr. Cole if I spelled it correctly. The doctor coming on shift advised it's going to take 30 minutes to see her first patient. Please go anywhere but here. This is at best a poorly under staffed urgent care. I have reached out to the local news. Why MD continues to have to highest ER wait times in the country is baffling to me. Do better before lawsuits start
★
This is by far the worst hospital experience I've had in Maryland. The ER was severely understaffed with only one doctor on duty, and the nurses and support staff showed little urgency or attentiveness to patients. Wait times were excessive and communication was almost nonexistent. A facility that calls itself a medical center should provide far better care and attention to those in need. I would strongly advise seeking treatment elsewhere if you have an emergency.
