Extremely Disappointed in the Lack of Compassion and Continuity of Care…read more
I am genuinely disappointed and quite frankly appalled by my experience with CareSpot Clermont today. As the mother of a five-year-old with asthma, I expected more compassion and willingness to help ensure my child receives his necessary breathing treatments.
My son was initially seen here on October 23 for a lingering mild cough and to obtain replacement nebulizer tubing after ours broke. Unfortunately, he appeared to catch another illness on Halloween, developing a low-grade fever, severe runny nose, and persistent wet cough. With his asthma and a cough lasting over two weeks, I was concerned about pneumonia.
Today, I sent his nebulizer to school with his doctor's orders, but was informed the school couldn't administer his midday treatment without additional authorization. I picked him up, administered his treatment myself, and brought him to CareSpot for evaluation.
Despite using the "Save My Spot" feature, we waited over 1.5 hours to be seen while my sick five-year-old coughed uncontrollably in the lobby while a work comp/cancer patient sat across from us just fuming out of frustration that my son was coughing. I did everything I could to keep him comfortable.
During the visit, I explained to the provider that I had forgotten the school's medication authorization form while rushing out the door. She kindly agreed to document his need for nebulizer treatments in his school note.
After leaving, I called to ask whether I could arrange transportation back to have the actual form completed. I was told no, that it needed to be completed by his primary care provider. I explained that neither his pediatrician nor his pulmonologist had same-day availability and that without this paperwork, the school could not administer his prescribed midday treatments, despite CareSpot clearing him to return tomorrow.
After asking the front desk gentleman to communicate the urgency, I was placed on hold again and was then informed that BOTH providers declined to complete the form and reportedly stated that my son "doesn't need a breathing treatment at school."
Excuse me?
My child has an established asthma diagnosis, prescribed nebulizer treatments, and is currently battling a respiratory illness. His ongoing asthma care is managed by his regular physicians. I find it incredibly concerning that this was the response to a mother simply trying to ensure her child has access to prescribed treatment during school hours.
The form did not specify that it required his PCP's signature. If there was a legitimate reason the providers couldn't complete it, I would have appreciated a legitimate explanation or assistance finding a solution rather than being dismissed. It was simply a form so that he could bring his nebulizer machine to school. Also if they would have reviewed the office notes from 10/23 he was given albuterol solution so clearly he DOES need the treatments.
Continuity of care should not end the moment a patient walks out of the examination room.
I am not asking for special treatment. I am asking for compassion, communication, and reasonable assistance for a FIVE YEAR OLD CHILD WITH ASTHMA. After spending hours caring for my sick child, coordinating with his school, arranging transportation, and advocating for his medical needs, this experience was beyond frustrating and exhausting.
I do want to acknowledge that the front desk staff were kind and welcoming, and the medical assistant was exceptionally compassionate. However, I also had concerns regarding how the nasal swabs were collected, as they appeared to be inserted only very shallowly.
I sincerely hope CareSpot Clermont's management reviews this experience, particularly the providers' response to my request. I would appreciate a direct response explaining why the paperwork was refused and why no alternative solution was offered.
A little compassion and willingness to help would have gone a very long way. No parent should have to fight this hard to coordinate necessary medical care for their sick child.
