Duke University Hospital — Attraction in Durham

I have been waiting on a single anti gas gelcap for almost 24 hours. So there was that. But then, and now, there is this: I am in ICU (CCU) at this facility for double pheumonia. I can barely speak much less raise my voice. I am not a problem patient. I am gracious and kind everywhere I'm able to be. I love my nurses overall despite their role in this matter. Which is why the following feels like such an underserved letdown, and plainly: mean. Because it took more effort to fail me than it would have to have helped me. When I was in a LOT of pain in my tummy from coughing yesterday, I was told they do not "keep anti muscle pain topical creams" onsite but would special order. I was (literally) sobbing and only needed some bengay or icy hot. " I guess they don't treat sports injuries here?" ... "Well we'll special order it for you and it will be here shortly." 24 hours pass w various nursing staff and 2 actual doctors themselves, assuring and reassuring me this was incoming -This morning- : A NEW new nurse tells me, when he, concerned hearing my cries and coughing, looked in on me, gave me a slightly new song about it was on order from the pharmacy, but the pharmacy had to get it.." So a x2 special order it is now for something as innocuous as OTC topical pain Cream??? IN A HOSPITAL. Thinking surely this was beuracracy at its worst or perhaps a complete midunderstanding of what bengay and icy hot are, I got of my "butt" (I'm only in ICU as I type this mind you. This is definitely my responsibility.) And made a call to the inpatient (24 hour) pharmacy. Oh boy. I am immediately and without any confusion or hesitation informed they have had BOTH those products on "back order" for OVER A YEAR. So "No", it isn't, and never was: In the works, about to happen, or even at least on ORDER as of then (just for me). EVERY member of staff who said otherwise, by accident or intention, ALL failed to glean the truth of the situation in 24 hours, when I did in 4 minutes, * and * did not pass accurate information to your patient as a result, AND you failed to, as a reasonable next step, employ the use of a lidocaine cream/patch in its' place, even though the RX staff also informed me this is the understood and long-standing practice at the hospital. So my end question is: "WHY???" Is my blue cross insurance not sufficient for this rare and exotic medication? Do you just not like ME, or is it an overall nonplussed-ness with my plight? It's such a strange thing to shine a patient on about. If I could walk over 10 feet on my own power much less drive a car, I would go get it from the grocery across the street myself. My husband even could have yesterday morning before work if you would have been informed and honest with me. In conclusion, my horrified final realization Is that, in posting this, I am fearful to be "notated" negatively somehow, and these offenses against me become outright punitive. This is heartbreaking because it didn't have to be this way. I have not even made separate posts about how the other large issue of my non-optional medications I informed them of upon intake Monday afternoon, have yet to be sufficiently/regularly scheduled. I am being told this morning THEY are on the orders but not the schedule and that once the doctors (who will be here "any minute" about 2 hours ago), will have to rectify this upon completion of their inital rounds, which I'm sure in an entire wing will be no time at all right? 'Til then it's only my discomfort and distress. This is such a let down. This Is why I took 2 months to come to the hospital for my symptoms. Because for all the healing I will be grateful for after my stay, what will endure is the feeling of complete disrespect and disregard the choices made by Duke staff, regarding every matter and level of medication, gave me. From a gelcap for gas, to the hot water bottle I requested 45 minutes ago. What a shame.

P.s. They are milling about so this is not a "we were busy" issue. This looks to my eyes like very poor practice...

ZERO STARS On 10/29/23, around 3 am.. I was in active labor. I arrived at Duke University Hospital, in hopes of being seen right away, cared for, and checked on. As we arrived, one: there is no where to park, other than the sketchy parking garage across the street. Mind you, it is late at night and I am in ACTIVE labor, contracting, and bleeding. I could barely walk. A pregnant woman who is in active labor with blood coming down her legs, does not want to walk. So my husband pulls up to the entrance.. and parks there. He asks the guy who is sitting at a table checking people in.. “where do I park?” The guy who clearly sees how much pain I’m in tells my husband that if he parks right in the front, he’ll get towed. He then tells my husband that the dark parking garage way across the street charges $1.00 an hour. My husband then asks.. how far is the free parking garage, to which the worker responds.. “Far as hell” (Talk about unprofessional)

So if that didn’t already make us want to walk out.. we proceed to the birthing department. The lady at the window clearly sees how much pain I’m in.. and that I am clearly in ACTIVE labor. My husband even informs her. She then proceeds to tell us to go wait in the waiting room. Now the hospital appears completely dead. There was no one else in the waiting room. Nurses were walking around eating and chatting. (One nurse even tries to joke with us and says.. “wait until I at least have my lunch break first”) Not one nurse asks if I am okay and has ZERO urgency to get me checked out. I get completely walked by. So as we are still waiting.. I’m literally crying, bleeding, and screaming at this point.. my husband goes back to the lady at the window and informs her that I NEED to be checked out and that I could literally end up having this baby on the floor. He also tells her that he is confused on why we are waiting when there is not a single soul in the waiting room. Another nurse finally comes out and says “So the rooms are getting cleaned, it’ll be about 25-30 minutes before we are able to get her back here.”

LIKE WHAAT???!!!!!

We were baffled. By the time I wait another 30 minutes, I’ll have had the baby in the hallway. So my husband tells her “There’s no way she can make another 30 minutes. We’re just gonna go to another hospital.”

She responds.. “okay.” And walks away.

No sympathy or urgency for a pregnant woman in active labor whatsoever. I told my husband to “please get me out of this hell hole. I don’t want to deliver my baby here.”

So my husband and I rush back to our vehicle, and drive all the way to North WakeMed. (This is where I delivered my first two kids.) As soon as we got into WakeMed, the sense of urgency was already different from the urgency at Duke. The nurses came out immediately, checked me in, and got me into an emergency admission room and started caring for me right away. Even some of the doctors at WakeMed were shocked that no one even checked to see how dilated I was or get me checked out first at Duke.

I’m so thankful to God that despite the horrendous pain I was in.. that we went to WakeMed North. I’ve always trusted them and their compassion, attentiveness, care, experience, and professionalism.. just confirmed that we made the right decision by not delivering at Duke. My experience at WakeMed was Heaven compared to Duke. I’m so glad that they delivered all of my children. I will never ever ever ever ever ever recommend Duke University Hospital as a good birth place. If you want to feel cared for, professionalism, cleanliness, and a SAFE labor and delivery.. please for the love of God.. go to WakeMed North. I can’t thank them enough for turning what could have been a horrendous night into a beautiful night/morning that resulted in the arrival of our healthy little girl.

Everyone runs to Duke University Hospital because of its prestigious name.. but please don’t be fooled by this. It’s not what it’s lived up to be. This is the worst hospital I’ve ever been to. This review could literally save a life. Whether it’s you, or...

Patient Relations Department Duke University Hospital 2301 Erwin Road Durham, NC 27710

Dear Patient Relations Department, I am submitting this follow-up letter regarding my mother, Lashonda, and her recent experience at Duke University Hospital. This is in reference to her prior visit concerning corneal transplant follow-up and possible sinus complications. Following that encounter, my mother’s symptoms have continued and worsened, and subsequent medical evaluation confirmed Recurrent Acute Rhinosinusitis (RARS). This diagnosis is clinically defined as four or more episodes of acute rhinosinusitis within a 12-month period, with each episode resolving completely between occurrences.

Initially she came in for cornea transplant possible rejection or right angle glucomma high eye pressure. The ophthalmologist was great , and did an amazing job. She indicated the swelling, pressure, eye pain, swelling behind the ear, above eye , and nasal drainage could be due some type of allergies or acute sinus. When she inquired further, the attending nurse stated, “We don’t treat viral infections.” My mother calmly replied that she was only requesting an evaluation for sinus symptoms. The nurse then became visibly agitated. After administering pain medication, my mother expressed gratitude several times, saying “thank you” three times—each time ignored by the nurse, who turned and walked away without acknowledgment. The Dr came in and immediately yelled out, Im not giving you an antibiotic! This unethical , unprofessional, no empathy, and supports biased behavior exhibited by your staff. Patient feelings were disregarded, and she was treated as if she was a drug addict in search of drugs . Patient Initially came for eye concerns and only requested a full evaluation based on facts presenting of no evidence of it being her eyes, but possible sinusitis. If she wanted medicine it would seem logical to try tk get the pain meds,which she did Not. Patient walked out Hospital.

At the time of her visit, my mother reported clear symptoms consistent with an acute sinus infection, including: Facial pain, pressure, and tenderness around the maxillary and frontal sinuses (cheeks and above the eyes)

Otalgia (ear pain) radiating behind the ear and along the temporal region Headaches and migraine-type pain Swollen cervical lymph nodes indicating inflammation

Nasal congestion and obstruction Thick green mucopurulent nasal drainage

Postnasal drip and facial fullness Despite presenting with these hallmark symptoms, her complaints were minimized and dismissed as a “viral issue” without appropriate diagnostic testing (e.g., sinus imaging, nasal endoscopy, or ENT consultation). She was denied a proper sinus evaluation and was spoken to in a dismissive and unprofessional manner by both the nurse and physician.

Shortly after discharge, my mother’s condition worsened. She was seen for pharyngeal swelling, otitis media (ear infection), and tonsillar enlargement, which were confirmed by her primary care physician and ENT specialist consultant. Both physicians concurred that the infection was acute and bacterial in nature, requiring prompt medical management—contrary to the assumptions made during her visit at Duke.

This ongoing pattern of recurrent sinus inflammation and pain has significantly affected her quality of life and demonstrates a clear failure of appropriate clinical evaluation and patient respect during the original encounter.

I respectfully request that this case be reviewed by the Patient Safety and Quality Department as well as Otolaryngology (ENT) leadership to ensure appropriate follow-up and accountability. A written response addressing how this matter will be resolved and what corrective measures will be taken would be appreciated. Thank you for your time and attention to this serious medical and...