University Hospitals Urgent Care Westlake — Attraction in Westlake

I was traveling from out of town and had suspected I had bronchitis and/or pneumonia. I was grateful to make an appointment on Mother’s Day at the University Hospital Urgent Care in Westlake, Ohio. There were no other patients when I arrived, and I was greeted promptly by the front office staff. Without much delay, I was called back to begin preliminary intake assessment. It was then that my experience plummeted. The person addressing me demonstrated absolutely no professionalism or compassion. I was Instructed to sit and extend my arm for blood pressure and pulse ox measurements. At no time was the individual looking to make eye contact or communication with me other than that required for her to get her data. I was then instructed to go into a room, again, with no attempt to acknowledge me or demonstrate any compassion for my health situation. She displayed the behavior and character of one who is ill fitted for working in a healthcare setting, with patients in need of patience and compassion. After evaluation by the nurse practitioner, it was determined that I needed a PCR test for viral infections. I am a Senior Laboratory Clinical Scientist with Stanford Medical Center and am well acquainted with not only clinical laboratory testing but with patient service excellence and compassion. The same young lady entered the room, declaring that she needed to collect “ Some boogers” . I promptly informed her that she would not be attending to me for the remainder of my visit there and that someone else would need to perform the specimen collection and testing. At that point an RT , presumably a radiology technician, entered and she performed the collection. She was apologetic for the situation without actually inquiring or listening to what my chief complaint was. She continued to apologize as she escorted me to the x-ray area. It was at this point that she requested that I give a nine or 10 rating for my overall experience that day. This only further caused me to be quite certain that this urgent care, and its’ personnel, would receive the lowest rating possible. It is inappropriate to request or coach a patient for a desired evaluation especially in light of the dismal care I received from the Non Technical staff. The nurse practitioner demonstrated compassion, professionalism and competency. I received prescriptions for medications that restored my health over the next 10 days. I suggest that University healthcare management take a very close look at the staffing and training at this facility. They are in urgent need of individuals that demonstrate competency...

Very disappointing experience. Arrived on a Saturday afternoon only to see the "scheduled" appointments proceed in front of my six-year old son, who is asthmatic and had been struggling for two days with a bad cough/lethargy. Had a good experience with the Dr, who proscribed a steroid and then sent away the strep test for a culture.

After that everything went downhill. I received a message to call them back on Monday, but no number or extension was provided. I called twice, once waiting eight minutes and the second time four minutes, before being disconnected. Was finally called back again around 6pm that evening and informed my son - who had spent two days unable to sleep due to coughing/breathing issues - indeed had strep throat. I indicated what pharmacy to send the prescription to. By 7pm the pharmacy still had not recieved the order, so I called UH Westlake urgent care back asking for a status. The woman who answered the phone acted bored and said she didnt know. i asked her to please check as i understood they would be closing soon (8pm). She checked and confirmed that the prescription had not been called in. I asked to please call it in quickly as the pharmacy too was closing at 9 and she said she "could not promise" anything about my prescription being filled but that she understood it would be called in. By 845 pm, CVS still had not received the order, and the Urgent Care was closed.

When you go to urgent care, you hope that you are receiving a promise of prompt care to the best of their ability. I had promised my son, his much-needed medicine would be coming, and had to explain that as it turns out he would likely have another night of steam showers and disruptive sleep (which had been making him nervous). I felt helpless as a parent.

To make matters worse, by the next morning (915 am), the script STILL had not been called in. I am overwhelmed, frustrated, and quite frankly shocked at the lack of responsiblity and accountability to provide antibiotics in a timely fashion (or in any fashion). The woman at the desk this morning did act with more urgency to call in the order, and again the Dr at the original appointment was quite attentive. But I would never tell anyone I cared about...

I recently visited with my son who had been sick for 2 weeks. My son was misdiagnosed and was provided ineffective treatment. Despite me trying to express my son’s worsening symptoms and concern, the provider, Jaiyi Tao PA, was rude and refused to listen to me. When I tried to speak to her, she dismissed me and said, “I’m talking to him”, referring to my son, a minor. I felt my son needed antibiotics as he was worsening after 2 weeks and the provider was adamant that he didn’t need them. After requesting them again, she finally agreed. Unfortunately, the antibiotics she called in were ineffective and my son again worsened over the next week. She actually told me he didn’t need any antibiotics. I called the office one week later asking them to consider a different antibiotic and they were rude and refused to help me. Luckily, I was able to get him in with his pediatrician who diagnosed him with pneumonia and was finally given the correct antibiotic and treatment. Being a health care provider myself, I am extremely disappointed and horrified by the care my son was provided and how poorly I was treated. After paying $200, waiting 2 hours and my son being sick for an additional week, I feel it is necessary for UH and the provider be made aware. Perhaps the provider will treat other families with more compassion and actually listen to what a parent shares regarding their child (I was certain he was sick enough to need more than a nasal spray and prednisone). My son didn’t need to be suffering from Pneumonia for 3 weeks, and UH should expect higher standards from their providers. We have had a good experience visiting this location two times previously, but following this visit, I can honestly say we will never return. Excessive wait time, my child being unnecessarily sick with pneumonia for an extended period due to an incompetent and rude provider, paying for an additional doctor visit with our pediatrician one week later because the provider severely misdiagnosed him is unacceptable. Sadly, I’ve referred this location to many friends and patients previously, and honestly, I will now recommend that everyone stay far away...