WVU Medicine University Town Centre — Attraction in Granville

The organizational communication at WVU medicine, specifically at the University Town Centre location needs work. It is costing patients time, money, and resources. Of course, this location is a larger part of the WVU medicine system. The larger the system, the more complicated the communication. Specifically, we were scheduled to go to the Ruby location for an appointment. Upon arriving, we were told by the individuals asking about COVID and providing name tags, to go to the first floor. We waited, and then were told to go to the second floor. On the second floor, our names were not in the system--The receptionist looked in another system, and found that we were told wrong--We were supposed to be at the University Town Centre location. We drove to the University Town Centre location, and again at the check-in for COVID-19, we were told to go to the first floor for our appointment. We questioned this, as the women's services are on the second floor-- Nonetheless, we were told to wait on the first floor. We waited ten minutes, checked in, and then were notified to go to the second floor. By the time we worked with the receptionist on the second floor, she informed us that we were past the 15-minute late policy; therefore, our appointment was canceled. We explained the situation, including the miscommunication, and contradictory messages being sent by the staff. We had taken off work, found a babysitter, and arrived in plenty of time (at the other location), but due to the contradictory communication, our time and money were wasted. Not to mention, we have been trying to schedule this appointment for three weeks. When policies and procedures are so rigid, that there is no "forgiveness" for being late, when in fact it is the fault of contradictory communication created by the office staff, the medical experience is negatively impacted. With the amount of money charged through WVU medicine, one would think that they could afford an organizational communication coach or recognize the consequences of miscommunication. While this is only one case, this could be happening throughout the business, which in turn negatively impacts the relationships with their patients and also the productivity of the staff. We tried to explain the situation, breaking down where the communication inefficiencies were occurring--however, again, there are barriers in place for patients to communicate their dissatisfaction. How interesting it would be to diagnose just how much money and time the WVU medical system loses out on, due to inefficient communication. No matter, we will not continue our relationship with WVU Medicine. Before going, ensure you question, verify, and potentially document the communication they...

My family has received excellent care at this hospital over the years. My husband, daughter, and mother have had surgery at this hospital. My only concern is something I experienced last month in the surgery waiting room. The area felt a bit sterile and uninviting in general which may have been due to the renovations. The courtesy charging station was nice though. When asked by the Chaplin if anyone needed anything I asked for a blanket for the lady near me who had been there since very early that morning. It was cool in the area and she appeared to want to curl up and rest. The Chaplin came back and let us know that he was informed that blankets are for patients only. I understand that there are probably issues that have caused this policy, but it does not sit well with me. About two years ago I waited at a hospital while my father was having surgery and the hospitality lady brought me a warmed blanket. It did more than just warm me. It was comforting to know that this lady cared maybe just due to her job, but maybe because she really wanted me to feel better. A blanket is a comforting thing. To be denied one is disconcerting. So for a moment there I sat with my worries. My aunt had brought along a blanket which she offered to the lady. Faith in...

MARCH: Called the Orthopedics office today to make contact with Dr. Moorehead due to my injury getting worse and also my physical therapist recommending I call. Given the details, I was told that they would call me back. That was at 10 this morning and it has now been over 7 hours. After trying to make contact with a receptionist for the past 2 hours, several phone calls later, and being placed on hold for almost a total of an hour, I have given up. What happened to caring about the patient? Totally unprofessional and would not recommend!

UPDATE 6/17/18: After being a patient of Dr. Moorehead for 6 months and dealing with a knee injury that wouldn't heal, I sought out a second opinion with an orthopedic surgeon outside of WVU Medicine and was told I needed surgery and should've had surgery months ago. I feel like I wasn't taken seriously as a patient at this location and that all my concerns were dismissed. Now as a patient of the orthopedic surgeon who recommended surgery, I've had the best care possible and have been taken seriously. I just had knee surgery on Wednesday and I'm doing so much better. Glad I trusted my gut and got a second opinion and a...