UAB Medical West Freestanding Emergency Department — Attraction in Hoover

I took my soon to UAB free standing hospital in Hoover on 5/19/2023. His chief complaint was a headache and glass in his toe. The staff moved pretty quickly in getting him to the back. Once we were placed in the room, no vitals were taken, no blood draws only a CT without contrast was ordered. The Physician asked my son his level of pain, which was a five to six at the time, due to taking over the counter pain medication. The Physician then asked my son what he normally take for pain, since he has a long history of migraine headaches. My son requested Ibuprofen. The nurse Kayla provided my son with ibuprofen before his CT exam. While Kayla was in the room with my son and I, I made her aware that the Physician forgot to exam my sons toe. Kayla stated she would inform the doctor while he was in imaging. The XRay tech (Lauren) took him to imaging to have his CT scan done. He was sent back into his room. Where no one checked in on him at all. They did not provide a blanket a pillow or nothing. After sitting in the freezing room for over an hour, I went to the nurses station and inquired about my sons test results and his toe not being observed by the Physician. I was informed that the Physician would be in shortly, which was true. He stated that the CT without contact showed nothing. I asked if he knew what could be causing the headaches. He said he believed it could be a number of things. He never gave an answer nor did he order additional test, to provide a better answer for the excruciating headaches my son had been having. He did observe my sons toe and stated he would need an XRay and would have the nurse to come numb his toe, so that he could remove the foreign object from his toe. Another hour and fifteen minutes goes by, I again approach the nurses station because no one has checked on my 17 year old son, no labs taken, no imaging was done. Finally Lauren comes back into the room to XRay my sons toe. She apologized over and over again, because she knew exactly what was going on. The staff racially profiled my son and I. Several patients were treated and discharged who came in after we arrived. Lauren asked if I wanted to speak to the nurse supervisor Gabby. I spoke with Gabby, she was short and rude. Gabby told me the reason we were over looked is because they only had one provider that night, which may have been true. However, the treatment provided to my soon was less than treatment provided to animals at the human society. I ultimately had to leave because of the level of neglect that was provided to my son at this facility. I am a 13 year resident of Hoover Al. I’ve utilized this facility several times and have never been more humiliated, disregarded as a person in a health care facility. I ultimately had to take my son to another facility where we received top of the line health care to have surgery on his foot. I suggest someone look into this facility as it has changed for the worst. I’m terrified of the services that may not be provided to another person of my color because of the staff at UAB freestanding Emergency Room in...

TLDR: I have had two out of two great experiences at this place, the people have been nice, taken me seriously, and gotten me the testing/treatment I’ve needed without delay, I’ve had a short wait times both times here. This is my go-to emergency room when I feel I need emergency care. I’ve been to this ER twice and have had wonderful experiences here, it’s about 20 minutes further from the closest ER to where I live, but the extra 20 minutes has always been worth the wait time and respect I have received here vs other ERs. The first time I came in with nearing severe stomach pain, (to the point where I couldn’t wear a belt without screaming) which was localized in my lower right area of my abdomen. So of course, I was worried about my appendix. Had a small wait time, which is to be expected in an ER, but not even over an hour before I was in a room. Fairly quickly I was given IV fluids, and something specific for stomach pain. Literally one of the first places to take my pain seriously. Was taken for a CT scan pretty quickly after getting back, and after reviewing, the doctor came in to explain what was going on and stayed to ask if I had any questions. The doctor and everyone who came in to ask questions, give medicines, and take me for testing was very nice and helped to calm my anxiety. This was legitimately the first good experience I’ve had in an ER. The second time was yesterday when I was having moderate asthma symptoms that a rescue inhaler at twice the recommended dose would not get rid of. Even less of a wait time with this visit. I went to the bathroom after filling out the paper and when I was getting back to the waiting room they were already waiting on me. They immediately asked about symptoms and thankfully (since I was out of breath), the person writing them down relayed them to the doctor so I could rest and not have to repeat myself, which I very much appreciated (hard to talk in full sentences when you can’t breathe). I was given meds almost immediately, and taken for a chest x-ray just in case there was anything more than just asthma going on. They even changed a medicine they were going to prescribe me since I mentioned a bad reaction to a similar one, which I appreciated. The whole visit was less than 2 hours total. In the short time I was there I had multiple people check in on me, and ask if I needed anything at all. I left feeling so much better than when I got there. This has become my go-to ER when I really feel like I need prompt emergency...

Honestly, they're probably fine for regular medical emergencies. However, we brought a family member who was having a severe mental health emergency (sudden onset of a genetic mental disorder, no drugs involved). He was suicidal, refusing to eat or drink, unable to sleep and becoming increasingly delusional. We were trying to get help or a referral to someone who could help fast. We'd already called I don't know how many psychiatrist offices and hospitals and the soonest anyone could see him was a month out. The first time we came they prescribed an antidepressant and sleep aid and were told to try to get in with a psychiatrist (no suggestions or referrals). Came back a few days later even worse (same doctor was there and literally rolled his eyes when he saw us) and they said they'd try to get him transferred to a psychiatric unit at another hospital but he was so dehydrated they couldn't draw blood to medically clear him and he became hysterical from all the needling and sobbed he wanted to go home, so they made him sign a "no harm" contract and told us to leave and try another hospital. He was so distressed after that I couldn't get him to go to another hospital willingly. He tried to kill himself 2 days later and was so obviously ill by then he was admitted no problem at St. Vs, but god dam*it I was trying to get help BEFORE that happened. Also, we were told the cost would be about $250 for the visit since they had no insurance.This was true the first time, but the second time they billed him over $1.6k for doing nothing and that debt is now going to collections because my family member is still too sick to work or deal with complicated medical/financial problems right now. Maybe I was stupid to bring him to a freestanding ER in the first place, but I was terrified and didn't know what to do. Our healthcare system is really messed up and it's worse for people with mental health problems. One of my older family members with the same disease is basically homeless and others have died from it. It feels like all I can do is watch people I love slowly lose themselves and drift away from reality. Do not recommend this ER for mental health...