Let me first apologize for such a lengthy review but my experience should never, ever have…read morehappened. I have been having colonoscopies/endoscopies in this facility since 2003. Up until this recent one, I never had any negative experience(s). Unfortunately, that all changed on July 23rd. PROBLEM #1 - It was very challenging to reach someone at hospital to ask about financial responsibility. Based on past experiences, patient receives a call the afternoon before the procedure. This allows zero time for the patient to figure this out with insurance. Patient was in final hours of prep for the procedures as well. Only 2 choices: either cancel or get your credit card out. After several phone calls for at least 3 days in a row, the operator admitted the switchboard was brand new and each transfer ended up being disconnected. Finally, on day 3, I found a direct phone number to Admitting. A nurse answered, understood exactly what I needed; apologized for what I went thru and connected me to pre-registration. I was all set after this. PROBLEM #2 Upon arrival, I checked in at the desk and waited to be taken back to the area where you are prepped by the nurse(s). I arrived prior to 8 am and there was only 1 other patient in the waiting room. After noting that 3 employees were having a personal conversation, laughing and talking, finally, around 8:30 am one employee called me over to the admitting desk and asked me to sit so he could register me. I advised that I was pre-registered and he would have known this if he had not left patient waiting for 30 minutes while he and other employees were having a leisurely conversation. Shortly after, I was taken to the back for prep. The nurse did her job well/professional and I was all set. She took my husband's phone number and said they would call him as soon as the procedure was over so he could be with me in post-op. Later, the anesthesiologist came and spoke with me. He was professional and informed me the procedure would start in 20 minutes. A bit late but not a big deal. Finally wheeled into the room where the procedure actually took place. PROBLEM #3 - the procedure was to last until 11 am at the latest but my husband never received a phone call so at 11:15 he started to worry and came straight to post-op. PROBLEM #4 - Post-Op experience was THE WORST! The nurse in charge of my care was, in my opinion, inexperienced or incompetent or just did not care. Lack of listening was a big problem. Upon waking up, I was sobbing and in severe pain. I told the nurse my entire lower back and left side of hip was burning, electrifying and it felt like someone zapped me with a stun gun. I have never experienced this type of pain during any previous procedures at this facility. I knew something was wrong but my husband said the nurses had no idea. My husband arrived and asked the nurse why he wasn't called. No response. I explained about my health crisis in 2019 with MSSA and osteomyelitis and after 7 surgeries, I was left with a lifetime of chronic pain and on narcotics. I was 1.5 hrs past due for my pain meds which were in my chart but the type of pain I was having had to do with the procedure. Nurse advised they were giving me a Tylenol drip. At this point, I lost it and my husband calmly tried to reiterate same details with her and said that Tylenol will do absolutely nothing for pain. Once again, the nurse just kept saying I should calm down and let the Tylenol do its job. Are you kidding me!!!!! My husband calmly stated if you don't call the doctor or give her something more than Tylenol, she is going to be an ER case real soon. By this time, my husband decided to run home and get my pills. Upon his return, he heard the head nurse say, word for word "we need to get this guy out of here and in the front reception area". WHAT IS WRONG WITH TRAINED MEDICAL PROFESSIONALS WHO WILL NOT LISTEN TO THE PATIENT NOR LOOK AT PATIENT'S CHART, NOR CALL THE DOCTOR OVER! And how dare the head nurse make that comment! The patient herself finally demanded they call the doctor over. I know I may be an old lady (I'm only 69) and that is exactly how I was treated at this facility, i.e. like an old lady who didn't know what she was talking about. I may be old but I am not an idiot and the level of pain I was in should not have happened. To this day, UCI has never given me an explanation for such pain. Moral to this story-be careful with whom you get as post-op nurse. Some are good and know what they are doing; others, not so much. As the patient, I truly believe the head nurse and post-op nurse just did not care, because they did not know what to do. They did not look in my chart, they did not call the doctor over, so they gave a patient with lifetime pain a Tylenol drip and expected that to solve the problem. Shame on them and message for UCI, you have my full story in the health survey I completed shortly after the 23rd. I would really like to know what happened and why the lack of care.
