★
We arrived at the emergency room at approximately 6:40 PM due to my son, Elijah, sustaining a stab wound that was actively bleeding. We rushed out of the house under urgent circumstances, and he was dressed in a t-shirt, shorts, and shoes without socks. Despite this, he was not offered a blanket upon arrival. We did not receive one until around 7:30 PM, and only after we requested it. In our previous experiences at Valdese Hospital, a warm blanket is routinely provided immediately, which made this omission particularly noticeable.
The overall level of compassion, attentiveness, and professionalism from the emergency room staff was extremely disappointing. When Elijah attempted to explain that his hand was hurting, the physician responded by squeezing his hand and stating there was nothing wrong with it. The physician repeatedly referred to the injury as "superficial" and emphasized multiple times that it was only a superficial wound. He also compared the injury to having been stabbed himself, implying that my son's condition was not serious. These comments were dismissive and lacked empathy, especially given my son's visible pain and anxiety.
The two nurses present prior to shift change also showed little compassion. Following shift change at approximately 7:00 PM, no staff returned to the room until around 7:30 PM, despite our concerns about Elijah's pain, anxiety, and fear regarding stitches. Pain management was delayed, and when medication was eventually provided, it consisted of oral nerve medication and ibuprofen. No IV was started during his care.
The only staff member who demonstrated genuine kindness and compassion was the registration staff member who assisted us with the mobile computer. She was attentive, caring, and ultimately the person who brought us a blanket.
Most concerning is that the physician repeatedly dismissed my son's complaints and assured us there was nothing wrong with his hand. However, the following day we were evaluated at EmergeOrtho in Morganton, where the physician determined that Elijah does, in fact, have nerve damage. As a direct result, we are currently at Valdese Hospital for day surgery, where he is undergoing emergency surgery on his hand. This confirms that the initial assessment at Grace ER was incorrect and that my son's pain, anxiety, and concerns were dismissed rather than properly evaluated.
I have never felt so dismissed by a physician or so disappointed in the level of care provided during an emergency situation. Compassion and attentive care are essential in healthcare, particularly when treating a child in pain, and we did not experience this during our visit to Grace ER. I deeply regret choosing Grace ER for this emergency.
In contrast, our experience at Valdese Hospital has been exceptional. The level of care, compassion, and professionalism we have received here has been significantly higher in every aspect.
★★★★★
The 3rd time I've gone in for ultrasound scan. Each time has been surprisingly pleasant. From a doctor/stranger volunteering to help me find where I needed to go, to staff at the info desk, I received kindness. The people at checkin stood out as patient and positive. The technicians were awesome and respectful. Even a nurse walking through the waiting area smiled in passing. The culture of service apparently starts near the top and makes its way practically to the patient in need. That is rare these days.
★
I had to go to the ER the other day with stroke like symptoms. Once there, I had to walk back to a room, even though I had to lean on a wall and the nurse kept telling me "I know it's a long walk," but never offered me a wheelchair. The doctor spoke me for approximately 2 to 5 minutes, and neglected to listen to anything I had to say. I told him everything started during dinner, while I was eating. He ordered a CT scan, which is appearantly protocol for stroke like symptoms.
Then I was given an EKG and a chest x-ray without any explanation of why. They wanted to test me for flu and covid, but I refused because I had no signs and didn't need to spend the money on them. When they tried to take my blood, it took 4 tries, because I was apparantly dehydrated. But I was never given an IV.
The treatment? Aspirin and benadryl to knock me out. The next day I used the app to see my labs. Once I saw them, I filed a complain with the hospital because I found out my blood sugar was low, leading to the episode. But it was never double checked or even treated. My primary care physician even said after looking at everything that they weren't practicing medicine, but seeing what could stick.
After all this, they are trying to stick me with almost $9000 in hospital bills. I've filed complaints, but all I get back are letters saying, essentially, "well, our job is to make sure you aren't going to die while you're here."
So please, don't leave the automated message about contacting someone. Instead, do better. Take accountability for your doctors that choose to take shots in the dark instead of listening to their patients.
★
To address the security on staff tonight, actions and comments are unnecessary and not patient friendly. Instead of assuming and attacking an individua/person immediately upon approach, possibly consider asking if you could be of any assistance first of all. To the two on shift tonight you never once asked what I was there for. Due to an unknown accident that resulted in a injury to my shoulder,a possible dislocated shoulder, I was waiting for assistance, for myself and my dog to arrive before checking in at the ER. I was resting in my vehicle waiting on a family member to arrive. Due to the injury and pain I was unable to walk my dog and barely walk in myself without help. Instead of statements, guestures and flashlights why don't you approach in a caring manner? If I was hungry visiting a restaurant makes sense. I was being responsible and not my leaving an animal unattended prior to seeking medical attention.
The care team on the maternity floor was completely different a few weeks ago and did a great job with assisting and the taking of my family member during the inpatient stay.
★
I don't normally write reviews because I figure that every place has a bad day every once in a while. This was not the case. I showed up complaining of intense stomach and back pain following a current UTI and I was told to wait. Okay. As I was there for over three hours without properly being seen the pain began to become unbearable and resulted in me being in agony and tears. It was clear that the staff and system here did not priortize emergencies, infact, a lot of people there were simply checking in on issues they should be going to an urgent care or PCP for. Only after I was seen was I told it was likely a KIDNEY STONE. You know, the kidney stones most people end up medicated for and say ranks close to childbirth. I passed it alone in the waiting room bathroom. No pain medication. No IVs. Nothing. I have never been more disappointed and displeased with medical care in my life. If you are in intense pain or feel you might be? Find a different hospital.
