UHealth Tower Emergency Room — Local services in Miami

I am beyond disappointed with the care my mother received at the University of Miami Emergency Room. When she called me in agony, I rushed to get her help as quickly as possible. I strongly suggested we go to the nearest hospital since we were coming from Homestead, but she insisted on UM because she believed they were “the best of the best.” Unfortunately, our experience was anything but that.

Watching the strongest woman I know break down in tears from pain was absolutely heartbreaking. She was suffering from a kidney stone that had already been causing her problems for months, yet the care she received at UM was shockingly unprofessional. The nurse assigned to her, Nathallia, was inattentive, distracted, and completely inappropriate in her behavior. She used her personal phone in my mom’s room, propped her leg onto the hospital bed to show off her “freshly lasered” legs, and took an unreasonable amount of time to assist her—despite the ER being empty. My mom had to send me multiple times to the nurses’ station to ask for help because she was in unbearable pain, only for the nurse to be sitting around doing nothing. She even ate orange slices with her bare hands while handling my mom’s IV—what if my mom had a food allergy? The lack of professionalism was astonishing.

Dr. Dylan Martin was kind and knowledgeable, but it was clear he hadn’t reviewed my mom’s chart thoroughly, as he had already diagnosed her with this same kidney stone three months ago. He prescribed her morphine for immediate pain relief and oxycodone with acetaminophen for home. However, the next day, when the morphine wore off, we discovered that Publix pharmacy couldn’t fill her prescription because UM failed to include a diagnosis code.

What followed was an infuriating cycle of phone calls. Publix had already tried contacting UM for clarification, but the hospital never answered. My mom had to call back and forth for hours while in excruciating pain, desperately trying to get them to correct their mistake. The PA eventually resent the prescription, but even then, they still entered the diagnosis code incorrectly, causing even more delays. While she was on the phone fighting for her medication, I was waiting near Publix for hours, ready to pick it up, only to find out they were still trying to sort it out. By the time we finally got the prescription filled, it was 5 PM—leaving my mom in severe pain for nearly the entire day due to UM’s incompetence.

To make matters worse, when she saw her urologist two days later, he was shocked that the ER never gave her FloMax, a medication that could have helped her pass the stone. My mom didn’t even know it was an option. If it weren’t for her urologist, she would have continued suffering unnecessarily because UM failed to provide the most basic, essential care.

Seeing my mom in so much distress and unable to do anything to help her was one of the most stressful and heartbreaking experiences of my life. I felt completely helpless watching her endure so much pain, knowing the only thing she needed was proper medical care that UM failed to provide. I was so overwhelmed that even I broke down in tears because of how frustrating and unfair the whole situation was.

This experience has completely changed how I view this hospital. We trusted UM to provide the best care, and they failed us in every way. My family and I are strongly considering switching back to Baptist because we never want to go through something like this again. I truly hope UM takes this feedback seriously and makes real changes, so no one else has to suffer the way...

My family and I experience at this emergency room this week was unpleasant, unprofessional, and is a good representation of why gaps in patient care has increased. As a professional but more so as a caring loved one this level of treatment increases the mental health challenges in patients especially those battling chronic illness this level of care decreases the patients motivation to engage with the Healthcare system while also fighting for their life. Upon arrival the valet parking workers attempted to make my weak loved one walk from the car stating " we could not park or drop off in the front of the emergency room". This was a first for me, every ER I have visited allows patient drop off in front of the entrance. I requested a wheel chair that was provided. Upon entering the ER the security guards were the nicest staff members engaged. There was no nursing staff in the ER front entrance for about 10 to 15 minutes. So I just stood there with my loved one waiting. Once the nursing staff returned a very shallow hello was provided, no eye contact maintained, facial expression displayed attitude and frustration. He just typed as I reported reason for the visit. Looking at my parents face you could tell that they were already uncomfortable and felt the negative energy. Triage nurse receives my loved one ,due to my loved ones condition I ask to complete the triage process with her, just to be quickly and loudly told no in the waiting room I'm just asking her a few questions. I understood the process, but it was clear that some medical staff lack the understanding of the cognitive ability of ill patients. Some patients are cognitively not able to provide complete information regarding their medical status due to their mental, emotional, and medical status. I say this to say, they ended coming to get me out the waiting room to assist as initially requested. Get into a room meet with medical staff who basically fast talked us through symptoms . Before loosing my cool I just became withdrawn because I knew we were not going to be staying here or returning here. The doctors were more focused on stressing that my love one would not be admitted because of the cancer diagnosis and that the patient appeared stable. The ER doctor entered the room with a staff that appeared to function as a patient navigator I assumed gave us the impression that we would be provided with support to linkage to thoracic and oncology services. I returned to waiting room and began coordinating my loves one care. Navigator comes to speak with me as I advised coordinating care was complete, we were discharged. .y heart breaks for individuals who do not have support and for someone to advocate for their medical needs. My prayer is that the medical field incorporates some level of mental and emotional response training and education to all medical professionals. University of Miami is not where it's at if you're looking for quality care...

Please understand that I write this with great regret as the service was not great at all!

I drove from plantation Florida to U health towers because I I have 2 autoimmune disorders. Which they can see because my rheumatologist is with U health so it’s not a matter of not believing me and I was Flaring up. I I left Memorial regional and other emergency rooms to come down here after work because I know here, U health, service is always top tier. But tonight, my nurse who I assumed was spread thin and too busy to come see me after the initial greet was too inattentive. I overheard the other workers saying she is in the back eating and I was Her only Guess at the time and apparently this is not a first time thing. I wont name call because that is too far.

Also, please keep in mind. I work in customer service and I know when to communicate to my manager that too much is too much because my best service goes down from there. And tonight was the worst ever not only was I not asked how my pain is from a 1-10( It’s 9 by the way) from the man on shift tonight who to my vitals, all the way to this point now I’ve been seen by the doctor and an EKG and x-ray and blood… and alas no nurse!

And as the middle section was chatting amongst themselves considering how quiet the ER is right now, I overheard this is not a first time thing. Please know that I’m at the point where I’m about to walk up with this Ivy in my hand because I feel they don’t believe my pain is to be true and this is just distasteful. ESPECIALLY COMING FROM UHEALTH!!! The BEST IN ALL OF S. Fl. If the service was going to be like this so slowly as im In Crisis . I would have went to HCA!! Please know I will reconsider ever coming here down in case of emergency, especially if I see her here. I will go back home to die. No exaggeration . I even asked for a new nurse which proctored them to fetch her.

P.s Whatever I leave with tonight untreated (as in symptoms ). I will absolutely take proper legal action against HER and the hospital. NO REMORSE!

I came in at 11:01 on the dot for whomever...