DISCLAIMER: My apologies in advance for this lengthy review. I wanted to document the horrible…read morecustomer service my wife and I experienced from the INOVA FAIRFAX HOSPITAL NICU during a 3.5 month span. The best part of this review is that my wife and I gave birth to a healthy baby girl. Due to her being a preemie, she stayed in the hospital for an extended period where we experienced first hand the broken healthcare system and instances of malpractice within the NICU.
Regarding the care of our daughter, it was a frustrating experience from the beginning! There was a great communication barrier between us and the hospital staff, to include front desk personnel, nurses, doctors, supervisors and upper level hospital management. To make a long story short, this hospital failed us, often picking and choosing what protocols they should follow, and not providing key information to us that they promised to deliver. In our initial complaint, we spoke to the supervisor to explain the discrepancy in communication, and all they could do is apologize, and attempted to justify the behavior of their staff.
In addition, we noticed a big disservice that the nurses were providing. Many nurses were on their phones, reading books and having leisure conversations outside of the infants rooms while alerts were going off that required immediate attention for their assigned babies. There was also a clear incompetence displayed by the night-time staff and nurses compared to the dayshift. Calling at night-time for updates was a nuisance due to the ignorant staff saying that they did not know the answers to basic questions. We would often be advised to just check with the day shift. Doctors and nurses alike agreed that the night-time staff doesn't really know anything and verified that the care at night is often not up to par! Therefore, the night-time staff doesn't really do anything to advance the child.
There is also a disparity in the amount of minority (African-American) nurses at the unit. The few black nurses that provided care for our daughter expressed concerns with how the unit was being handled. Specifically, one of our daughter's nurses explained her reasoning to transition from full-time to part-time due to her inability to do what she studied and practiced for years regarding taking care of babies. Instead, she explained that at INOVA Fairfax, the nurses are simply tasked with following the doctor's orders even if it is contrary to what the child needs. Although the nurses are the primary care-givers for the children, their feedback is not really valued and that presents a major disservice to the families.
As it relates to the doctors, it was frustrating due to the many doctors we would see on a week to week basis, all had differing opinions regarding our daughter's care. In most instances, it seemed as if no action was their best course of action instituted. As a result, every milestone that our daughter accomplished was initiated by us. With such a slow trajectory regarding our daughter's care, it inspired us to look into how her development could be expedited to get her home as quickly and safely as possible. Every suggestion that we made was implemented, and our daughter never had to go backwards. That presents a major quandary on behalf of the hospital because the doctor's get paid to make the decisions. Consequently, in this case, we were proposing all the decisions, and they would just say, "ok, then, let's try it."
There is plenty more that transpired, but due to limitations I cannot share. However, if you are a minority and are having a baby, you may want to reconsider contrary to INOVA Fairfax.