Atrium Health Wake Forest Baptist Urgent Care Kernersville — Local services in Kernersville

I visited this urgent care center on October 14 after falling down the stairs and breaking my big toe. When I was seen, the PA informed me that the toe was broken, but did not inform me as to the extent of the break (which I later found out was much worse than I was told). Because I had never broken a bone before, I was not aware of the protocol--I asked the PA how long I should rest, and he said that I did not need to stay home from school and that I could carry on with my activities, but that I would need to buddy wrap my big toe to my second toe. He told me that I "might" need to put a pin in my toe (depending on the orthopedist's recommendation) but that it was highly unlikely because toes heal on their own and this break was going to take care of itself; he also noted several times that he had seen worse breaks and was very nonchalant about the whole thing. He emphasized that this was not a major break, so I was not worried about it and did not expect to need surgery down the line. I was not given crutches or a boot of any kind. I decided to take it easy for about a week despite his advice, but was still limping and could barely walk after a week. Fast forward to another week later when I see the Atrium Health podiatrist (who was great); The doctor, nurse, and med student shadowing the doctor were all surprised that the urgent care center did not give me any boot or do anything additional. They gave me a much more thorough explanation of the x-rays taken at the urgent care center, and told me that I would likely need to have surgery, because my toe bone was broken BOTH dorsally and proximally, which I was not previously informed of. The doctor estimated that I would need two screws and maybe a wire in the toe. I had the surgery just a few days ago, and the surgeon/podiatrist ended up needing to put SEVEN SCREWS and a metal plate in my big toe to keep the bone together. In fact, the first thing I remember one of the OR nurses saying to me when I woke up from surgery was "wow, you really messed up your toe huh?" I'm beyond appalled at the nonchalance with which my injury was treated by this urgent care center. How do you go from needing only buddy tape on your toe, to finding out you need seven screws and a metal plate? I'm disappointed that the PA I saw here did not accurately describe to me the extent of my toe break. Honestly, I don't know if he thoroughly examined my x-rays, or if he did, he didn't know what he was looking at. I think the PA looked at the first x-ray only, saw a proximal break, and googled the course of action for broken toes. Second, I'm frustrated that because the extent of my injuries were never explained to me, I was told to carry on as normal when I could have addressed my injury much earlier. Now I will likely be on crutches for another 8 weeks, in addition to the 3+ weeks I was living with non-stop pain in my foot. I'm unsure how much more severe the break became because I continued to walk on it, oblivious as to the extent of my injuries, but I'm sure it didn't help in the healing process. Now, I may need to have surgery again in a year to remove the...

On 3/12 we took our son here for chest pain. A staff member there named Jay, who I was told is a paramedic, acted beyond his scope of practice. Jay’s behavior was repugnant, unprofessional, and condescending towards myself and family. At one point during our conversation he stated to me “and where did you get your medical license”. In front of waiting room of people, Jay stated that he listened to my son’s lung sounds and determined that because he was not wheezing when he came in and based off him having a glance at his past medical history, that he determined that there was not a need for my son to have an EKG and stated that my son’s chest pain was most likely due to anxiety. Jay additionally stated that my son wasn’t “acting as if his chest hurt” and did not meet the clinical presentation of what he determines a child in active chest pain should be presenting as. Jay stated that my son wasn’t having tachycardia, which I know is not true. Jay did not place a stethoscope on my son’s chest long enough to determine his heart rate. Jay stated that rarely is chest pain in children serious and that it is not likely he is having a heart attack. When I pointed out that Jay was acting beyond his scope and diagnosing, that is when he stated he has been doing this for a long time and asked where I got my medical license from. I told Jay that I am an RN. I also addressed that they were not taking people back in the order they came in. Jay stated yes they were and that each person is given a number when they check-in and that is how they call people back. I pointed out that a woman with an infant came in approximately an hour or so after us and stated she knew the workers there and was taken back immediately. This also happened along with another woman and her school aged daughter. My husband spoke with a manager named Miranda. Miranda stated to my husband that Jay told her that a provider there told him there was not a need for an EKG and for him to have my son to wait in the lobby. I plan to request the providers name/credentials. What the manager is stating that Jay stated is completely contradictory to what he stated to me in a waiting room with others...

The front desk staff are very unprofessional! On 12/23/23 while trying to call I was hung up on five times because I asked to speak to a supervisor and the woman that kept hanging up on me refused to give me her name. On 12/30/23 I arrived for my next to the last rabies shot. The front desk staff employee and a paramedic employee wanted to argue with me about how many rabies shots I needed even though I had the vaccine schedule in my handbag and was given the dates I would have to get the shots, they never looked at my chart or asked my name. Isn’t that practicing medicine without a license? ! It’s sad that I had to argue with them about my care! So unnecessary ! On or about 12/31/23 I filed a complaint with Atrium Health’s Patient Relations Department (a joke)! Today, 2/1/24 I called them to see what was going on with my complaint. I was basically given lip service. The “advocate” emailed their follow up letter to me, a member of management told a straight up lie, I literally have tangible evidence to prove she lied! This is exactly why the employees at this urgent care act the way they do, management will lie and cover for them. Ryan the paramedic was very rude to me on 12/30/23 and crossed the line within his scope of practice, in addition to Marta who had no business telling me at all how many shots I needed. She is a front desk employee! The integrity or a lack thereof of the staff at this facility is unbelievable. As far as patient relations, they protect the hospital, not advocate for patients/families. Atrium signs their paychecks, think about it. If you ever file a complaint, the most you’ll get is an apology. My recommendation, forget Patient Relations. File your complaint with the NC Dept of Health and Human Services. This urgent care recruits most of their administrative employees from a cesspool, they pulled one paramedic out of the tank too. I am done...