Banner Thunderbird Medical Center | Glendale, AZ | Thunderbird Rd. — Attraction in Glendale

Our recent encounter, at a most unfortunate time with this unbelievably disorganized hospital was one of the worst experiences ever! Read on... My just turned 18 yr old daughter was brought here by ambulance after a major car accident. I arrived very shortly after she did and since my daughter had just turned 18 just 8 weeks prior, they would not let me back with her right away. That's completely understandable. But when I finally was allowed back & within just two minutes of me being by her bedside in the ER some very young nurse actually told me to leave. I explained to her that I just arrived at her bedside and to please allow me just a moment… Young Nurse said to me “Do I need to have security called to have you removed?” I was in utter disbelief that I'm staring at my daughter laying there & that was the response that I got, as all I I merely said was "can I please have just a few moments with her since she’s not being attended to at this moment". The nurse left and I figured they were letting me stay for a moment and a Security Guard actually arrived to have me removed from my daughters bedside! Never once did anybody try to console me or talk to me but the Security Guard actually looked very sympathetic and apologized to me for their behavior. It only went from bad to worse... The Security Guard brought me into a quiet family room where I was told to wait. Unbeknownst to me, they then brought my daughter up to CAT scan where THEY removed her jewelry including her new diamond earrings that I had just presented to her when she turned 18, weeks prior. They absolutely knew where I was sitting because they're the ones that brought me there so you would think that when THEY needed to remove her jewelry before doing her cat scan someone would say “please bring these to her mom,”, or at the very least ensure their safety? Long story short-my daughters jewelry was never to be seen again & said they are not responsible and I have been fighting ever since for accountability. From the Director at the facility who NEVER called me back after 30 + calls, to ultimately calling Peter Fine's office (main CEO of Banner Group) Peter Fine never returned my call, but he finally got the Hospital Director, Debbie Flores, to finally call me. Still in disbelief on how rude and unprofessional Debbie Flores acted! It was a real open and shut case, she didn’t care to even hear the story… Not their fault. To add insult on top of injury, they now blame my daughter for the loss & said she should've been more aware of where THEY left it when THEY removed it! From Fentanyl on the scene of the accident, to a morphine drip in the ER Dept. (Not to mention shock) they stated they they showed her where her Jewelry was left! Also, of irony they knew exactly where I was sitting in the family quiet waiting room since they had me brought there by Security! How could they say it was my daughters fault!Neither of us were not even aware that her jewelry was removed, It was truly the last thing on either of our minds. I was fortunate enough to have my child live through such a horrific accident but how they treated the entire situation is absolutely unacceptable. My only recourse is to go through the AG Office for her missing Jewelry and I plan on it. It is quite obvious that someone helped themselves to my daughters jewelry when she was in a most vulnerable situation. They also tried to state that they have a clause upon admission that is signed that makes them not responsible for any valuables brought into the hospital, but she was brought in by paramedics and was highly sedated and in shock and she never signed an admission form because she was unable to, but yet they managed to somehow present an unrecognizable signature on a form, so I highly question their scruples as well. Shame on both Banner & Peter Fine for not wanting to get more personally involved in the story. I have been to other banner facilities that are run very well, but this is not one of them. Didn’t have much choice given it was an emergency situation, but never will we...

I went in with severe back pain. Ive had surgery on my back before and need to make sure that if I get hurt that everything is fine and in order or I will become paralyzed. I went in the day after Christmas. (Against my wishes because I knew exactly how the night would go.) I got there at 1:15 pm. Waiting room had less than a dozen people (me and my sister included) 30 minutes to register (no biggy) another 30 to 40 for triage (taking vitals and seeing why you're in there again no biggy) I know this is where I'll get "screwed" due to hypertension. I explain i have medication but not the right dosage. "The nurse in the back will get all that info from you." 30 minutes later another nurse comes to recheck my vitals. BP still high. 30 minutes later a nurse comes to get me to take me to the back. I insist on no wheelchair because I'm in so much pain I'd rather walk to the room and lay down asap. Let the shit show begin. I get to my room. A nurse comes in let's me know they are going to do pain med and bp med and anxiety med for imaging. But first an iv. Nurse did that wrong so horrible bruise from pulling and pushing to get the thing to work. "The next nurse will have to fix it" I ask about my meds in correct dosage. Nope. Nurse was maybe trying to be funny but was starting to explain some medications to me and says as if she's the patient (or me) "yeah yeah just gimme the drugs." To which i respond "yeah unfortunately that's what you guys wanted me to do for my back but I refused." To which she responds yeah I don't know why we do that then make it hard to get the medicine and just greed" While I agree..... ummmmm shouldn't be daying this to the patient. I get pain meds which didn't help much (convincing me further something is wrong) After a while the registration lady comes in and tells me out the gate the charges and how do you expect to be paying for all the care...... How do you know it's going to be $1450 already? I haven't seen anyone. I dont know how long I'll be here or what's wrong.... Basically was assigned a level of care and anything in that field of care would be up to $1450. I'm self pay. No insurance due to not having money for the scam that is health insurance. "We can sign you up for this credit care card that will take care of all of it" So now my credit is hit. I get accepted and these people got their bill paid. Now for me to get my care. Nope. Nurse mark made sure to keep my blood pressure high by being a condescending rude prick. I could hear him talking about how discontent he was having to be there working. I had to leave a urine sample. (Again in loads of pain) he asks how I'm going to go pee..... I say "walking to the bathroom" he scoffs as im trying to get up. No help. Thanks bud. I groan because again im at a 11 pain scale. He tries to man handle me to lay down as I'm about to piss myself) where I say let me go i have to go and push through. (Thank god the bathroom was across from my room) I do my business and go back to my room. Finally imaging time. Kudos to all the imaging people. They are the only good to come from that night. Very helpful and sweet and understanding that I'm falling apart at the seems. Unfortunately,it was the shortest part of the whole ordeal. I got there at 1:115 p By 8:45 pm, the NP said we want to keep you overnight to monitor your bp What about my back? "The report came back saying everything is fine. But your bp. We've given you multiple doses, and it's still so high and doing random spiking" You haven't given me my medication at the right dosage. "Let me check with the dr," (In the entire time I was at the er, not once did they send in a dr.) The dr she was checking with wasn't even at the er and wouldn't be until the next morning. I don't have money to be having a sleepover here. Against medical advice, I was finally offered my bp medication at the right dosage and was sent off with a good luck. My bp was normal by the time I got home. I had a dislocated vertebrae (but my back was fine). And I just got hit with a $948 bill after the $1450....

I visited the ED on 5.28.25 and had yet another extremely disappointing experience. The check-in process was not terrible. I did feel as though the reception and triage employees were relatively receptive to what I was going through and noting my chart to the best of their abilities. However, once I got taken to the back the story very quickly changed for the worse. The nurse that walked me back was relatively nice, the one waiting in the room when I got there, was definitely not. She never introduced herself, just asked me to confirm my name & DOB and then just said the provider will be in soon and left. Next, NP Rachel Wilkins came in, asked what brought me in, and as I started to explain that I thought I potentially had x, y, or z going on or possibly a combo of things.. However, before I could finish saying any of that; she cut me off and started to question how I could even possibly know any of these things if I hadn’t been checked yet. I tried to explain that I had a history with these things and recently had a PARTIAL hysterectomy because of my medical history, and from that moment forward it seemed as though anything I said did not matter. I tried to explain the pain I was having was and where, and she completely disregarded it. She asked to examine my abdomen and continued to do so, so aggressively that my husband almost felt the need to stop her because he could tell it was only causing me even more pain. After this it felt as though she refused to consider anything being of concern, other than a possible uti, or kidney stones.. I was sent for a CT scan, had bloodwork, and urinalysis done, was given one dose of zofran, one dose of toridol and that was it. I expressed on multiple occasions throughout my visit that my pain was lower than just in my kidney area, as well as the fact that the pain is shooting across my low abdomen to my right side, down my legs, and into my chest and nothing further was done with that information. I asked about a possible ultrasound to rule out any concerning free fluid in the abdomen, a cyst, or anything else. Again, all ignored. I attempted to express to multiple staff members that the medicine I was given was not helping my pain levels, all they would say or do is say they would let my provider know. I was eventually told that a percocet was ordered for me and supposedly signed off on by Rachel Wilkins; however, I NEVER received anything. This can be verified by the hospital cameras I’m sure, but also my husband whom as with me the entire time, as well as the nurse that discharged me. When my husband attempted to ask Rachel, the NP, about said mysterious percocet that was ordered she initially tried to gaslight him and say that it was never ordered. Once it was shown to her that she did in fact order it, she raised her voice at us stating we “should have never been told about that” and that “it was ordered under the wrong patient’s chart and got cancelled.” This makes me extremely uncomfortable as I know how sensitive it is to be given any kind of controlled substance. For it to be said that I was given one, when I very clearly was not, does not sit right with me. This on top of how I had already been treated the entire evening, can be describe no other way than traumatizing. I am immensely disappointed in Banner Thunderbird’s ED. This hospital used to be my choice hospital and when I needed help I was treated extremely poorly, and even misdiagnosed and sent home. Only to return to an ED the NEXT DAY at a different hospital to find out something was VERY wrong and I did in fact need treatment. MAYBE if I would have actually been listened to and treated like a human being instead of just a number on a chart, I could have found out sooner and actually gotten the help I need. Please do not consider this hospital if you are in need of help. It may be the difference between life and death, and the fact that they do not take that seriously is disturbing

Also, I submitted one of their feedback requests as well. We’ll see if I receive...