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September 2021 by Frances D.
Google search link: They say you don't get a second chance for a first impression. I am a healthcare provider who would normally disagree with this statement given the (many) variables we often see in the acute healthcare setting. We are new here. English is my second language. This review is related to my first and second interaction at this location. The first visit was for my son who was having wrist pain. My second visit, today, was for my daughter who was having symptoms related to a chronic condition. Let's start with Debbie, the Medical Assistant/ receptionist. I would ask her the following questions: 1. Do you understand that part of your job involves meeting people during one of their most vulnerable times? 2. Would you stop to consider that this person coming in today may be coming in for more than a runny nose or sprained wrist? **It could be a cold, a concerning symptom, and/or may find themselves embarking in one of what may turn into many referrals after this urgent care visit. **He/She/They may not want to be here anymore than you want to be here right now. 3. While your lobby is small and makes discussion of PII (personally identifiable information) and / or HIPAA challenging. **I am sitting in the lobby right now as a gentleman stands there explaining his rash and exposure to poison ivy. Should I, a complete stranger, be able to hear this? **Perhaps you should consider that form your patient just took the time to complete today with the reason for their visit today. NOTE: a. What if your patient was coming in for concerns related to an STI (sexually transmitted infection)? b. What if this the first time this patient found the courage to seek mental health help? 4. Could you make people feel like more than like a person and less like a number? **I understand it's almost time to go home. Please know I rather be home with my daughter on a Sunday afternoon. **You made me feel like an inconvenience, today... and I wasn't even the patient. 5. Did you know that 70 to 93% of all communication is non-verbal? The way you answered my ONE question would help me understand why someone else listening in or coming into this center, would hesitate to ask you anything at all. **My assertive nature helps me pursue answers despite a demeanor like yours, today. 6. To your Medical Assistant or LPN and Nurse Practitioner working the evening shift approximately 2 weeks ago. **Education is a big piece of the discharge process. **Early in my career, I was taught that discharge teaching begins at admission. Perhaps you should ask parents/caregivers if they have any questions prior to sending them away (that is exactly what it felt like). This is the way it felt: "Your wrist is not broken; go on your way. The MA is going to wrap up your wrist now. Bye now." **My 12-year old son may not know any better. Someone who values customer service and understands the privilege of helping others (backed by a 20-year career in healthcare) would notice your approach. Bottom line... I could understand the need to move quickly when you have a lobby-full of people who need to triage. I have been there and done that. That wasn't the case here today. Even if it was, I trust there would be a better way of handling busy situations. There is no excuse for your lack of empathy and customer service. We all have a story, and I am sorry if there is something going on in your life that makes you less resilient to demonstrating kindness. I hope management takes the time to read this. I hope you do better.
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January 2020 by Amy S.
I was at the twinsburg clinic to see an endocrinologist. The checkin process was 15 minutes 5 to get anyone to acknowledge me only to be told I had to wait in line at the last window. To say the doctor was horrible would be a vast understatement. They were rude, first appointment and when I would try to answer a question or make a statement they would interrupt everytime. The doctor actually choose to yell at me, told me I didn't know anything and tell that I need to watch calories and carbs but would not take 1 minute to actually listen to me. This doctor made their diagnosis before they ever walked in the exam room. Horrible care, horrible place.
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September 2019 by L B.
My mother was brought in by ambulance because of a fall. We chose to go to UH Twinsburg instead of Portage Hospital. While admitting her, they never asked if she was on blood thinners. She is 93 and very much in pain and just fell, hit her head, upper back and had chest pains, with trouble breathing. They hooked her up to monitors. After a short time, they brought her to Radiology, the techs were very nice and caring. While waiting for results for CT Scan, the nursing staff was having fun at the nurse's station. Laughing, talking very loud about everything but the patients. Finally, a doctor came in and asked a couple of questions, but still never asked about her medication. Then left after about 2 minutes. We waited a couple of hours and one nurse came in mid-way and said we are still waiting for CT Scan results. I mentioned to her that my Mom is on Blood Thinner. She asked if I mentioned to the Doctor. I said he never asked. The staff was very non-caring and more involved in their personal fun. Still talking very loud. Another male nurse came later and still, no one asked if she wanted a glass of water or if she was comfortable. NOTHING!!. Then he went back to the station and later I heard him ask another nurse to go in and connect her to the monitors again. So while we were waiting for the CT results, she was not even monitored. WOW!! Thankfully, the results showed no fractures just bruising. While she was being discharged, no one helped to get her dressed and she had a band on her wrist, "FALL RISK". The nurse disconnected the monitors and left a couple of the EKG sticky tabs on her chest, I asked if she can remove them, she said you can do it, they are easy to remove. After I helped get her dressed, we sat there thinking they were getting a wheelchair to get her to the car. After, about 15 minutes and no one attentive to her needs, I finally asked another nurse, can she have a wheelchair to get to the car? The nurse replied, if she wants one. What kind of reply is that??? As I went to get the car, the nurse wheeled her to the front entrance to the high curb, not the handicap ramp, she did not help my Mom up from the chair and as my Mom tried to step down off the curb, she almost fell. The nurse had to grap her or she would have fallen. I was very disappointed in this facility and will not be asked to go back there again in an emergency. The personnel should not be in this career, they were not caring or pleasant and that includes the doctor on staff. Very matter of fact.
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April 2019 by Sarah D.
Took my sister to the urgent care today. We were triaged quickly. She had a migraine since Wednesday and was diagnosed with strep at minute clinic. Any way, we were taken to a room, first she almost fell sitting on the bed as staff failed to lock the bed. Let T**** our nurse know, and she blamed it on housekeeping, yet a strip from the monitor is still sitting in the ground from a previous patient, so it's not very clean here. Our EMT came and started an IV and got bloodwork going. The med student came in asked more questions, this is the third time she's answered the same questions. The nurse, T****, came in asked the same questions again. Finally the doctor came in, and said she'd be getting some meds. Shortly after she got the meds she was experiencing back pain. Went and told the nurse, the response was, well nothing I can do, she can try repositioning but I gave her a pain med. I understand that but the back pain was not related to the migraine and was completely dismissed. This has been a horrible experience. I think next time will go to the Clinic instead.
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January 2019 by Tommy D.
Horrible patient care! Spent 5 hours there for pain in my back. Mostly ignored for that time. I was given unnecessary test and then told they couldn't do anything for me. I should just keep taking meds that my primary care physician prescribed. The reason I checked in was because the prescription I was taking wasn't working and I couldn't get in to see my primary care physician. I'm sure my insurance company were overcharged for unnecessary test and I received no relief for my 5 hour experience. GO ANYWHERE ELSE BUT HERE!
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October 2018 by Katherine S.
Over half the wheel chairs are in need of repair. Broken brake levers, foot rests and back of foot rests, .... For what we pay for medical care, there is no excuse for this. There has even been times where there was no wheel chair available for use. Remove some of those ugly plastic plants and have usable wheel chairs available.
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November 2017 by Maygan K.
My dr ordered an mri on oct 16th. She sent me to the office of the lady who schedules these outside of the waiting room. I'm told the next available mri was oct 31st. I take the appointment. I get a phone call from the radiology dept on Friday oct 27th at 4:50pm to cancel my apt bc my insurance still hadn't approved the Mri. I had just enough time to call my insurance and find out the request wasn't submitted to my insurance until Thur oct 26th at the end of the day. And that mri requests can take up to two weeks. I called radiology back and she couldn't believe they waited till the day before to do that. She told me she would leave a note for her manager to contact me about it but I never heard back. I called my dr to let her know I wasn't getting my mri and can only speak to her assistant who has a real attitude when telling me the dr wants the mri done this week. I said to tell her good luck. That if she knew of a place that would do an mri without insurance approval you tell me where to go and I'll head right over. In the waiting period to find out if I have torn ligaments or tendons my foot has developed more issues and pain that I was answered with take this arthritis medicine until the mri, whenever that will be??
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September 2017 by Elle K.
Worst Patient experience. Clueless staff that cannot complete simple procedures. Radiology department was the worst. Will never step in there again. I took a 14month old for x-ray which could be challenging but oh my, were they incapable of basic things. Baby was extremely calm and smiling and they ended up trying to tie her down, screaming out loud. Irresponsible staff that has NO idea how to handle a kid. And I asked where I should go that they have experience with kids and I understand they might find it hard to take an x-ray for a baby but they said it would not matter. So frustrating. Same thing happened with blood. The staff dropped the sample on the floor. THAT useless. They should remove the 'rainbow' sign from that facility. Cleveland Clinic forever.
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August 2017 by Ashley M.
We came to this facility for a second opinion ENT for my husband. He's currently dealing with ear issues and we FINALLY got some clear answers!! After already having a few surgeries, he's going in for more. The doctor, nurse and entire staff were amazing!! They took the time to explain everything and even let me look in the giant telescope that was in his ear. She then explained why all of the stuff was broken and needs to be rebuild both ears AND drums. Parking was a piece of cake, the facility was super clean. We can't wait to get all of this resolved. 3 or 4 more surgeries and it should all be done. Thanks UH!
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July 2017 by Frank D.
Better care than similar UH facilities. If you are not a Cleveland Clinic Die Hard, than the UH is the next best thing. Some of the doctors in neurology are actually better trained than their counter-parts at say the Cleveland Clinic. It is wise to choose a doctor first and worry about the healthcare system for which they work second. Good doctors work for even the dirtiest of hospitals. Looks can be deceiving.
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February 2017 by Lauren K.
This review is solely based on the Family Medicine, not the Urgent Care. I was on the search for a new primary care doctor and came across Dr. Annette Bressi online. I read reviews on other websites about her (Yelp in Cleveland has really not taken off for doctors yet) and all her reviews were glowing. I've had some bad experiences with non-empathetic/unlikable doctors. I was so happy to find Dr. Bressi. She is an incredibly down-to-earth, kind and a careful listener that isn't judgmental. Early on, scheduling an appointment took less then 5 minutes (as compared to a different, recent hospital system that kept me on the phone for 1 hr). The facility itself is extremely efficient. The parking was easy. The gals in her office seemed super organized. I was seen exactly on time and my entire experience lasted under an hour. This is so appreciated. If you're on the hunt for a new primary care doctor, you can easily be seen within a 1 hr lunch break. I would highly recommend the family medicine department at UH Twinsburg for anyone looking for a low stress experience with a doctor for basic health needs.
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September 2016 by Gina C.
I have visited this facility many times for the lab, family practice, pediatric specialty and primary care practices. They also offer radiology, urgent care, and an emergency room. Each department keeps different hours, but the urgent care and emergency department are open 24/7. My biggest complaint is the design of the parking lot. It seems to be a consistent theme for UH facilities to have oddly shaped parking lots that maximize the inconvenience for visitors. The lane directions are confusing. There are no designated walkways from most of the parking areas to the doors, so you're walking through traffic and over grass to get in and out. It's a big deal when the weather is bad, you're ill, or you're transporting young children, which is basically always the case when you're visiting a health center. The building is always in good repair and clean. The waiting areas in the pediatric suites are not very child-friendly.
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October 2015 by Peggie K.
Took my son there after he accidentally sliced his finger open to the bone. It was literally spurting blood from it. At first they rushed him right in but we were there over 4 hours before they sutured him up. I 'm an RN at another hospital and I felt the wait and reason for wait was inexcusable. I also thought 1 Vicodin not enough to cover the pain he was having. The pain was not under control and he rarely has had pain medication so I felt that it was genuine. As a nurse if I heard someone in pain I'd be calling the doctor for something else!!! They also put baby boy on his name tag and called him in by that???? Unprofessional and a discourtesy.
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August 2015 by Joey H.
Well I want to say everything went well til I met the doctor and I didn't see him again for over two hours. I checked in online!! Do that! I saved my wait time in the waiting room. My appointment was for 9 pm. I came in, checked in, saw the triage nurse, and made it to my exam room within 20 minutes!! Job well done. I came in for a broken piece of glass in my foot. I met the doctor and he ordered an X-ray. I took my X-ray and after returning to my room at 10pm, I never saw the doctor again!! It was 12.30 am and I walked out of urgent care after three and a half hours. Hopefully there was some kind of emergency, however no one spoke to me about anything. I am sorry for this two star review. But it was really a horrible experience. I didn't go to the ER, I went to your urgent care where a person with a piece of glass in my foot should have gone. I would have expected to be in and out within a couple hours.
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July 2015 by Kate D.
Was stuck there for seven hours (even though there were only four rooms in use) they only ran two test and told me they didn't know why I was in sooo much abdominal pain told me To go to my family dr. The dr was short with my mom didn't want to answer question and the tech was talking about a patient in front of me who has cancer and I thought they were talking about me. I will never go back I'm disgusted with how they treated me.
