Banner Thunderbird Medical Center Emergency Room | Glendale, AZ | Thunderbird Rd. — Local services in Glendale

I have a history of chronic back pain due to a spinal fusion surgery I underwent about ten years ago. I now suffer from a herniated disc and disc deterioration and have been in treatment with a pain specialist for nerve ablations, steroid epidurals, and have a stimulator implant scheduled for next month. While I was at work I coughed and must’ve slipped my disc out even more because I was in excruciating pain and couldn’t sit, walk, stand, or lay down. I went to two separate hospitals the same night but one of them didn’t have an MRI machine and the other one was also a smaller hospital and couldn’t perform the MRI at the time of night I went in. After those hospital visits, I went home and had to dial 911 because it was in such pain and ended up at Banner. It took Nerdin a very unreasonable time to come see me even though I was crying and shaking in pain. He finally came and asked me what is going on and when I explained everything to him, he said that a cough doesn’t cause this and he can send me home with pain medication. My body was shaking due to pain and I could hardly move when I explained to him that I needed an MRI. He told me that I can’t even lay still in my bed so how am I expected to lay in an MRI machine for 30minutes. He said that the only option is a sedated MRI and that I would have to do this as an outpatient. I told him that something is clearly wrong with me and that I need one no matter what when he got frustrated and decided to evaluate me. His first part of the evaluation was to see how I walk and when I stood up and was bent over like a hook he said: “Are you standing like that because you’re really in pain or are you just babying it?” I was in complete disbelief but didn’t say anything. Next, he had me lay on my back (which made me scream for pain) and kick his hands to test my strength and I tried my best but had no strength. He then stated: “I cannot give you an MRI if you’re not going to participate in my evaluation” to which I told him that I’m trying my hardest but I am in excruciating pain. He was annoyed but scheduled me for the MRI without any accommodations and when I went back there, I couldn’t even sit on the table so they took me back. Nerdin then approached me and said: “What do you want me to do if you can’t even lay still for an MRI” and I told him that there are plenty other people with back conditions that need an MRI, so what do they do and he said that they simply sit still. I explained to him that everybody’s condition is different and that I have Herrington rods in my back with all the other medical issues listed above. I told him that I’ve been dealing with back pain for ten years and I’m not a rookie at this, I know when something is wrong with me and something is clearly wrong. I said I’m the patient and he’s the doctor so he needs to figure it out. I asked to switch doctors and he told me that I would have to discharge and go back to the waiting room (which if I did that, my health insurance would consider that leaving against medical advice and not paid for my visit) and I told him this is unacceptable. When I demanded a case worker, he said that there is not one available at this time. I then told another staff that they immediately need to transfer me via ambulance to St.Josephs to which they said that I would have to check out against medical advice and drive myself. I was in such disbelief with the situation and began to cry pleading for help. Finally another nurse took me to the other side of the ER with all new nurses and scheduled me for another MRI attempt. She stayed in contact with the MRI tech and 30 minutes before my slot, the tech was to call her and give her a heads up so she can accommodate me and give me morphine to give it time to kick in so I can complete the MRI. Thanks to this nurse, I was able to sit through the MRI. This MRI determined that my disc was severely herniated and that I need surgery which is what happened today. If I hadn’t stood my ground and he turned me away, I would’ve been dead because I couldn’t take the...

On 07/25/2021 around 10:15 pm, I had to take a friend to this ER for a shoulder/arm dislocation. His freakin bone in his arm was removed and out of the shoulder socket. He was in extreme pain but holding it together the best he could. We were in a hot, muggy and very crowded E.R. Waiting room. I was astonished at the lack of concern and nonchalant handling of his case as presented from the front desk to the initial call back guy who did virtually nothing. After waiting 45 minutes in a full room with no movement, I politely asked the question about time to be seen. They must have this scripted because it flows so naturally. “They really just can’t say…”. I was told if he had come in via ambulance he’d already have a room.. I said well how do they assess a priority of who is to be seen; his arm bone is out of his socket. The front reception inquired, has he had an X-ray to which I replied no, he’s not even been seen yet. She continued to hold fast to her script, never divulging any time frame or urgency but assuring me that I was doing the right thing by staying and keeping him calm. She was never rude or unprofessional per se in our dialogue but something has to give.

And let me add this…I work in health care and know VERY WELL the challenges of some of our most sick, elderly or disabled population, including those on AHCCCS & Medicare. I also know what drug seekers are and how so many people incorrectly use and abuse the ER. The ER is not for non emergent care. As I looked around, there were definitely people who did not appear to be in any pain whatsoever. I am not making judgements on anyone’s condition but the bottom line is that ERs are misused and that must contribute to staff becoming desensitized to the all to familiar claim “oh I’m in so much pain” and need pain meds.

After a few hours, the waiting room had cleared and many had left angry. Again, if they were able to leave my thought is that they probably didn’t really have a life or limb threatening emergency. My friend got his X-rays, waited another hour and then was seen by a very good doctor. The doctor and staff manually adjusted my friends bone back into position without any anesthesia. This was only by my friends choice because the doctor offered to put him under or to do a local anesthetic that would have realized effect in 15 minutes. My friend had waited so long and suffered in the waiting area that he chose to just get it done without anything. It was successful and cost him roughly 700 with his insurance. I’m assuming he has the plan where it’s going to deductible first. So 4.5 hours total in the E.R. An hour start to finish getting treatment and waiting on additional X-ray confirming procedure success.

All in all, the process needs work. Follow your mission statement and show compassion. Figure out how to prioritize cases by severity and be able to provide a general time frame. No one should be made to suffer as groups of staff huddle up and kick back at the front desk to shoot the bull. While the doctor who treated him was great, everything it took to lead up to it was not. It’s really a scary scenario when you need help and feel like your aren’t getting it. You can’t make a scene but you need someone to realize what’s happening. I did my best by continuing to inquire at the front desk. That being said, I would not choose a Banner hospital again, if afforded a choice. My friend feels the same. He’s recovering and will eventually be back to...

We were referred by urgent care to go to Banner Thunderbird for pediatric care. Upon arrival the waiting area was dark and it was not obvious that they wanted you to check in on what seemed to be a makeshift ipad kiosk. I witnessed several people after me have the same issue on where to check in. When I arrived the waiting area was not busy I counted only a handlful of people and only one other pediatric patient ahead of us. We were checked in and triaged. Nothing particularly out of the ordinary. I am aware based on patient conditions and those that come in and their condition determine wait time. As we waited for over 2hrs before taken back the pediatric waiting area, I watched staff struggle with the influx of patients coming in. One nurse seemed to be taking in all the triage while other just hollered names from her triage room expecting every patient to be able to walk up to her room. It made the front registration staff have to get up and assist. Instead of her being able to do her job. I only saw one ER tech running ekgs and rooming patients. I had to shout for help as I noticed one patient in the ER room was having a seizure and the mother was trying to keep her from falling on the ground. The poor nurse who did help had to stop her triage and rush over and struggled to find other nurses and staff to help aid her with the patient who obviously was needing more urgent attention. The waiting area is dingy , dirty and unwelcoming. I don’t need a 5star resort but when people are not feeling well, being in such an environment doesn’t help. Once I got roomed with my child and provider came in m, she didn’t not introduce herself and at first I thought she was a nurse but had to read her badge. She was also unwelcoming, stayed across the room and seemed very indifferent. She didn’t not ask for any other history or concerns. Made her exam quick and left. Then a nurse came in she was slightly more helpful and pleasant and asked more history and reviewed care plan. While waiting, another provider stepped in. I assumed maybe the first provider was at lunch or break and he was taking over. He was better and asked more thorough questions and as he stepped out I over heard him say he was not aware that the first provider had already seen us. Treatment was given but as I needed things for clean up, it was a struggle to find anyone available to help. Nurse came after registration and gave discharge paperwork. We didn’t see the provider again. No check up or follow up questions. I found that odd that we were just left to leave without at least a quick check in to be sure we didn’t have questions. While I know our medical need wasn’t life threatening the level of care and lack concern or consideration made the overall health experience made me question that if we did have to come back with a more critical health concern, would Banner Thunderbird be able provide the...