Medical City McKinney — Local services in McKinney

To Whom It May Concern,

Subject: Formal Complaint Regarding Substandard End-of-Life Care at VITAS Hospice – Carrollton Regional Medical Center

I am writing to formally report and document a distressing series of events related to the end-of-life care my mother received at VITAS Hospice, located within Carrollton Regional Medical Center. These failures not only undermined the dignity of my mother’s final days but also left our family traumatized during a time that demanded compassion, clarity, and professionalism.

My mother—affectionately known to us as “Momma”—suffered a massive stroke while alone in her apartment. She remained on the floor for hours before emergency responders arrived. What followed were eight of the most painful days our family has ever endured.

Momma was born in 1937 on a small farm in Oklahoma. She raised four children and stood faithfully by our side, even while our father served two tours in Korea. She gave us a lifetime of strength and love. When she was brought to Medical City McKinney after her stroke, the staff there displayed professionalism, empathy, and an unwavering commitment to dignity. They explained procedures to her, even when they doubted she could comprehend, and provided comfort to us as a family.

However, once transferred to VITAS Hospice at Carrollton Regional Medical Center, the quality of care deteriorated drastically. Here are just a few of the many unacceptable issues we encountered:

Failure to Coordinate Transfer: Despite assurances that a coordinator would come for assessment after our Saturday morning call, no one arrived. Later, we were falsely told we had never called at all. This pattern of miscommunication, denial, and deflection continued throughout her stay.

Unsafe Medical Practices: Upon arrival, her IV site was already compromised. Rather than securing a new line before removing the existing one—a basic standard of care—a nurse removed the IV entirely, then asked me, a former paramedic from 30 years ago, if I wanted to try inserting a new one. I declined, shocked at the suggestion.

Improper Medication Administration: Medication protocols were erratic and confusing. On one occasion, a nurse attempted to administer morphine less than 30 minutes after the previous dose. When I corrected her, she dismissed me with a wave of the hand and remarked that she “just wanted to go home.” It was only after confrontation that staff admitted the earlier dose had not been charted—an egregious lapse in medical documentation.

Lack of Communication with Patient and Family: Nurses regularly failed to inform my mother of procedures, leaving us to do so ourselves in over 90% of instances. During one morphine dose, she flailed in fear after being touched without explanation. My brother, unfamiliar with hospice protocols, was visibly shaken.

Inadequate Accommodations for Family: A loveseat meant to convert to a bed failed to do so. When I asked for a recliner, I was told only one piece of furniture was allowed. I was expected to sleep on the floor. Only the compassion of one nurse prevented that indignity from continuing.

Negligence After Death: After my mother passed, we informed staff that we were leaving. Yet 20 minutes later, my brother returned to find a nurse unsure if they could move the body without a signature—and no attempt had been made to contact us. Even in death, my mother’s care was disorganized.

We were eventually approached by a supervisor named Britnie, who appeared sincere and promised follow-up. That follow-up never came. No phone call. No email. No accountability. Not before the funeral. Not after.

I must ask: Was my mother’s care compromised by her insurance status? Is this why this hospice facility—despite having only 14 rooms—cannot afford proper bedding, consistent medical charting, or oversight? If so, then this speaks to a systemic failure where compassion is secondary to billing policies.

I am not writing out of bitterness. I am writing through heartbreak. VITAS deprived us of the peace we needed to say goodbye. The protocol...

I went to the ER, and ultimately was shown to have a broken leg. The physician and the nurse in the ER were unprofessional and ultimately recorded an inaccurate account of the visit, it’s purpose and the representations that I made, in the final discharge summary. As well as misrepresenting circumstances around the fall. I was in horrible pain, and the physician got off on a chest pain care path — when I didn’t have chest pain. Never said that I did. Actually, I stated repeatedly, that I DID NOT HAVE CHEST PAIN. I REPEATEDLY CORRECTED THIS WHILE THERE. Yet the ER doctor wouldn’t drop it, though all my vital signs and EKG were excellent.

There were other very serious inaccuracies in the record , because of assumptions she made— rather than asking, listening or based on my representations. They didn’t give me a chance to give them the facts. The statements I did make were misrepresented. They just didn’t listen. Didn’t care. Kids basically, that knew everything they needed to know — Yet they knew nothing.

Then when my tests results were back, the ER physician walked in and said well, you broke your ankle, the orthopedic physician says you must have surgery. Rod insertion surgery and he has an opening in the morning. We are scheduling you for surgery. (Actually I have a fibula break about 3 inches above my ankle. And don’t need surgery.)

The orthopedic doctor did not come to talk with me. The ER physician did not talk to me about it either — just told me what they were going to do. She didn’t even tell me where my leg was broken. I had to ask. I had to verify where the break was and then that was all I knew. She was resistant to discuss it with me and give me basic information, that any 5 year old would expect. So just said— No, You are NOT going to do surgery ON me tomorrow.

I am 66 years old and spent 35 years of my life as a healthcare executive. I’ve been a hospital CEO and ALSO large Healthcare Systems CFO.. I spent 20 years doing healthcare system consulting work, all over the country.

I was treated as illiterate. I was given a discharge summary. I Read it. Then today I read the record on line. The one I assume, was sent to my physician. And it was very different. All of this is not only unprofessional, it’s unethical and in violation of patients’ rights. It is also not substantiated by anything other than opinion. And clinically irrelevant.

The ER physician was very young and appeared very inexperienced. With horrible bed side manners. Actually she lacked basic manners and communication skills expected of a 12 year old. The nurse assigned to me was obnoxious, rude and not doing her job. At one point I needed to use the restroom. I pushed my help button 3 times, and watched as she stood behind the nursing station desk and ignored it, just chit chatting with co-workers. I finally had to try to get up and go on my own. With a broken leg.

The crutches I was given were not set to work. I was sent out with crutches that I had to take apart and set myself. Basically discharged with crutches that would have injured me badly— had I not been more knowledgeable than the nurse, whose responsibility it was to set them. She didn’t have a clue and didn’t care.

The Radiology staff was excellent. They were very professional and respectful. It is not the hospital. Nor is it the ER. I was there before, a few months ago, and it was excellent Care.I reported it as such. But this ER physician and nursing staff were definitely not up to that standard. They were horrible.

This was frightening. If they had done surgery, as they seemed hell bent on doing, without even telling me what was broken — they might have killed me. I’m not ever allowing a physician I’ve never laid eyes on who has never seen me, knows nothing about me and not examined my injury and has an opening the next day, operate on me. Ridiculous. Dangerous. Totally irresponsible care!!

Are you...

Dont get me wrong there are a lot of good, nice employees here. Here is my story...it started out w a cpl nurses in the Er, who helped me to the back w chest pains. They admitted me. When I got to my room it was a shared room. I'm not doing that, because I have a weak stomach and I don't want to listen to an old ladies bodily functions and smells. So they moved me to my own room. These are the nurses u need to be aware of on the 3rd floor above the er. It's going to be Celis and Pete. Celis was great at first until I told her I wouldn't be sharing rooms w a stranger, as I didn't want to experience her sickness and I believe in privacy. Celis has a complete attitude change towards me and I finally had to tell the Charge Nurse (I forget her name, but she was the sweetest, she worka during the day) about it. After she spoke w her, Celis did a 180 and was so nice again. I went in for my procedure and received 2 stents. I was close to having a heart attack. They dont care if they work u up over ur meds or u get upset at all and the fact that their non communication could cause u great harm due to ur already existant heart problems. I was stressed the entire time. Now Pete, he is lazy for sure. He will tell u all about how he has a couple foster kids and has this great life and family. That's awesome! Good for u Pete! He does not like to be questioned, though. He knows it all so therefore he doesn't listen, will answer his cell phone while he is talking to u and tell u to hold on...I asked for my blood pressure medicine since the morning of day 2 of being here and I STILL HAVENT GOTTEN IT AND ITS DAY 4! He came to my room maybe 3 times in his shift. You ask him for meds and he lies about how long it takes to get them from the pharmacy and he will withhold meds from u if u question him.My blood pressure is rising I can feel it in my arms and legs. I have asked numerous times for my medicine and I get the runaround each time. Saying it's blood pressure is good right now and I'll talk to the doctor. Mind u I have taken the blood pressure medicine since I was 7 due to a rare disease in my childhood. I know that just because it's good right now, because I've been laying down. Doesn't mean its going to be good later. Especially since they like to work u up here and cause u stress because there is no communication and almost every nurse I've come into contact with has an ego problem. Don't act like u know about your medicines and health and what u should take..they know better. The Charge nurse Cris doesn't care, she just stands there like a bump on a log. They have a tech that is rude and hateful and they wouldnt give me his name to complain on him. He obviously has little man syndrome. Told the charge nurse but like i said..she just stood there w a blank look on her face. OH plan to wait qt least 5 min every time u need to push the buttom for them to tak u to use the bathroom or get you water or anything. Expect eye rolls. This hospital is not worth being here. They dont care about u. Ur literally just a stranger that keeps having to repeat requests and ask questions about things they barely explain. IT gets them annoyed. I really want to sign myself out but I need the medicine prescribed to me.idk why I'm here still for 4 nights. Other people that have this procedure leave the day of or next day. This place sucks.completely changed my opinion in one night when all I needed was someone to communicate things to me. The place is filthy. Blood on my room floor that wasn't mine. i had to wipe the bed rails down that had unknown dried liquid on it...looked like a blood mix. Will never come back here again, I'll go to Baylor next time or to any other hospital around. This was a very sad and...