My wife was diagnosed with Stage 1, Grade 3, triple-positive breast cancer, and we have been…read morereceiving treatment at Memorial Sloan Kettering for the past several months. We initially chose MSK because the cold cap treatment was covered by our insurance, and we expected the high level of care and coordination that a world-renowned cancer center is known for.
Unfortunately, our experience has been extremely disappointing.
The biggest issue is that the facility appears to be severely understaffed. It is not uncommon to arrive early for an appointment and then wait anywhere from two to four hours before being seen. Communication between the nursing staff, clerical staff, physicians, and schedulers has been poor, creating confusion and unnecessary stress for patients and their families.
We travel from Manorville for these appointments, and the lack of organization has made an already difficult situation even harder. My wife has completed chemotherapy and now only receives Herceptin injections, yet we continue to experience excessive delays. On one occasion, we received a text message informing us that the office was running three hours behind schedule.
My wife is a nurse and repeatedly had to advocate for her own care. Before one of her surgeries, she had to request basic preoperative lab work herself. Patients should not have to push for what they believe are standard evaluations, especially at a world-class cancer center.
Several incidents seriously undermined our confidence in the quality of care being provided. My wife experienced symptoms concerning for a pulmonary embolism, yet it took approximately 36 hours to fully evaluate and rule it out. We were also left seeking outside diagnostic testing to evaluate potential heart-related complications rather than having those concerns proactively addressed.
Following her port placement, retained stitches were left behind and had to be removed. During cold cap treatments, obtaining pain medication became a frustrating struggle rather than a routine discussion about patient comfort.
One of the most concerning experiences involved my wife's laboratory results. She noticed significant changes in her lab values and expressed concern to the nursing staff. Those concerns were dismissed. Two days later, she was nearly septic from an infection that required medical attention. While not every complication can be prevented, concerns from actively treated cancer patients should never be casually dismissed.
Communication regarding pathology, biopsy results, and treatment updates was equally disappointing. We were often left reviewing reports through the patient portal without a call or explanation from a provider. No patient should have to interpret complex medical findings on their own while undergoing cancer treatment.
The only consistently positive part of our experience was the PCTs and nursing assistants. They appeared overworked and understaffed, yet they were often the kindest and most compassionate people we encountered.
Unfortunately, our experience with many infusion nurses was very different. Nurses frequently entered the room, hung medications, and left without introducing themselves or explaining what medications were being administered or why. Patients deserve to understand the treatments they are receiving.
We also became frustrated with what felt like a rigid, protocol-driven approach to treatment. Decisions appeared to be based almost exclusively on a single clinical trial, while other studies and treatment discussions raised by my wife were routinely dismissed. We expected a more personalized approach that considered her specific history, symptoms, treatment response, and concerns.
To make matters worse, we were incorrectly billed approximately $12,000 due to an administrative error. While the issue was eventually corrected, it created significant and unnecessary stress during an already overwhelming time.
What was most upsetting was the attitude of some of the staff. The nurse manager was extremely rude, and the charge nurse came across as cold, dismissive, and unapproachable. When patients are battling cancer, compassion and communication matter just as much as medical treatment.
MSK may have an outstanding reputation, but our experience was marked by poor communication, excessive wait times, lack of coordination, billing errors, dismissive attitudes, and a disappointing lack of individualized care. Cancer patients and their families are already carrying an enormous burden. They deserve timely care, proactive communication, and confidence that their concerns are being taken seriously.
Based on our experience, I wish I could give this place zero stars.
