Alexander T. Augusta Military Medical Center — Local services in Mount Vernon

I am confused about how should rate them. They have proven to be either the best care anywhere or the worst. They actually saved my life with a rapid response to a heart attack (extremely good with Cardiac or Strokes). When going in for neck pain and some numbness in my hand, I received a full cardiac work up given a muscle relaxer, and never addressed the Neck pain. A month later I was having severe pain in again in my my neck, and went over to be checked and was suddenly rushed in the ER for a full Cardiac work-up. I explained that it was neck pain. Once that was ruled out, they did a full Head scan and work up for a Stroke. Both times I received a CT scan, and I asked the tech if they were getting a scan of my neck, and both times I was told that had not been ordered. Then I was taken for an MRI, and I asked if they were doing a scan of my neck, and they said no that they had not been asked to do that. Once they came back normal, and I spent 10 hours in the ER, the Doctor came in and said that they had checked everything, and thought it must be muscle or soft tissue. That I should follow up with my primary care physician. Before I could ask any questions about my neck pain, my daughter said that is your doctor headed out the door. I asked to see the Doctor, and a new one came in to see me and told me that it was just muscle, and I was able to convince him to look at my neck. He found "some disk degeneration" and was able to give me a referral to Ortho-Spine. I continued with After some difficulties getting lines crossed and were finally uncrossed and I was allowed to see one of the Sharpest physicians I have ever met, and I came in the Army in 1976, so I have seen a few. He identified 4 disk that needed to be replaced. He explained the procedure, the possible outcomes. Excellent bedside manner. Obviously loved his job (just what you want in a surgeon), and cared about his patients. I was so excited to have found a surgeon of such a high quality. He performed the Surgery, and everything went well, and as I was recovering from the surgery, I began to have some unusual pain. it was a type of pain he explained was related to nerve measurement taken during surgery. He had explained that I should contact the clinic if I began to experience the pain. They said that he was on vacation and that the doctor covering for him was "not comfortable" prescribing medication for that type of pain. After calling back again, I was told that they would text him, but if I hadn't heard something by 2:30, I should go to the ER. So I gave them to about 5 pm. But no call. When I went to the ER and explained that I had just had surgery, and was referred back to them if I had not heard anything. They seemed unaware that this type of surgery was even performed there. They insisted on doing a full cardiac work up, to include an x-ray (if you go to this ER you are going to get an x-ray). After a full work-up the doctor came in and told me that there was no reason for the Shortness of breath, or no signs of a heart attack. I explained that I was there for the nerve pain from my surgery. The Doctor called the Ortho on call, and he wasn't comfortable addressing the complexities (and I wasn't comfortable without treatment) So one of us had to be uncomfortable, it was clear it would be me. The ER Doctor called Bethesda, but they were not comfortable treating a patient that had not seen before.

It is time to step up and find someone that can address the continuum of care for a post surgical ACDK patient. *The On call system needs to be addressed. If you cannot handle the patients, then you should not be covering the patients. *The communication between the clinics and the ER needs to be addressed, so that they know what to do with someone told to show up there.

I have until Monday morning to suffer an amazing pain that exceeds the Kidney stone by a factor of 2 or more. I am praying that I can just make it through the day and 2 nights between now and then. I give you the 5 stars because you saved my life, for without that I...

The hospital itself may be fine, but the appointment system for their clinics leaves a lot to be desired. Sunday found myself in the Emergency room. Long story short, I needed an MRI and a visit to the Neurosurgeon for some multilevel degeneration in my c-spine. Being military-funded, you can't just go do these things, you have to schedule an appointment back with your primary care provider first. To their credit, I received an appointment with the Nurse Provider at 0945 the next day. She concurred with the two docs from the ER, put in the referrals, and proscribed 800mg of Motrin. I would say it is a placebo, but either it just seems better after two days, or dealing with the system has effectively taken my mind off the pain. So, she tells me you can schedule the MRI now, but will have to wait 48 hours to activate the referral for the Neurosurgeon. I called yesterday, the same day I returned from the NP, and got an "All available representatives are busy; please leave a message." I did but received no response. Today called at 0700 to get the message that they were not open until 0715. I called back at 0730 and was #28 in the queue. It wound its way down to #1 shortly before the two-hour mark and then promptly disconnected me at the two-hour mark. I called back, left a second message, and then called the Patient Advocate. She patched me to the CT team, which forwarded me to the Imaging team, who told me they couldn't do anything concerning making appointments; I would have to call the number I used earlier. When I explained my problem, they were sorry, but they could do nothing. I called the appointment line again, #39 in the queue, two hours, down to one, and cut off. I called the third time. I started at #21, and the cycle repeated, down to one, and cut off at two hours. I called the Patient Advocate back; she remembered me and offered to take my information down and deliver it to them. I told her I had already left two messages and didn't get a return, so I asked, Why should I get one from this? She said they have three days to respond to a query from the Patient Advocate. I told her that didn't seem to help me with my lack of appointment problem. She agreed and connected me back to the MRI department. Progress now, he also recognized me from calling earlier and could sense the frustration in my voice. Perhaps I told them, but either way, he gave me the phone number of the head of the department. I called and explained my issue. He was contrite and told me he didn't know why the system was cutting me off after two hours. I was thinking why does it take two hours in the first place. now multiply that by the three times I went through the process, and I really can't fathom the why. Turns out he can make appointments. He took my information and came back to tell me they don't have any appointments available, but if I was willing to travel to Dumfries (about 40 minutes/25 miles) they have openings. I said sure, I take the first you have. I now have an appointment 18 days from now. ...

The care is healthcare is really declining and the military leads the way in removing the care part.

Let’s start with the PCM’s. Are there good ones here at Belvoir? Yes but they are overbooked and impossible to get in with. So instead you are given an appointment with the first available. Someone you might question why they went into healthcare to begin with. Because caring and helping their patients seems to be the last of their priorities. Instead you are met with a rushed appointment where the PCM only listens to a quarter of your concerns and then sends you on your way. Patients keep doctors employed. There are far better things we could be doing with our days then coming to see you about our health issues but for people like me who grow brain tumors out of their control, I don’t have a choice. It’s really comical that the doors of this hospital say world class healthcare because that would lead one to believe it’s some of the best and it’s absolutely not. We dread when we have to see a doctor even for something minimal like a required sports physical because you leave feeling it was a waste of time going.

On the subject of brain tumors let’s talk about the MRI staff. My second least favorite department in the hospital. The staff is unnecessarily angry. Because I grow brain tumors I have to go see MRI once a year and I leave wanting to cry every time. MRI’s are not a comfortable experience. The machines are loud, the staff wants you to remain robotically still and if you have to get an IV for contrast you might swear a blind person is doing it. Every time I’ve had to get an MRI the staff’s attitude is like every patient is taking up their unnecessary time. It might be easy for them to get angry if you have to shift your body because you are horribly uncomfortable, but the patients aren’t robots. Good luck if you have to get an MRI here because I’m pretty sure they interview looking for the meanest persons to be on staff.

Now the ER… I left a review on the ER already, but again the Doctors are AWFUL! So overrun. Half focused. I get that the ER is for emergencies and a large portion of people going are non emergent cases but what do you expect the patients to do when they try to get an appointment with a PCM and nothing is available for 6 weeks? You only need to be in the Military life for 5 mins to know their ER’s are at minimum a 6 hour wait. You could have a ruptured appendix and they are still making you wait 6 hours in the ER to even get triaged. It’s horrible. 0/10 don’t recommend any military ER.

Good luck with labs if you need them. Plan to wait 2-3 hours to get called for blood work.

What’s the joke with the military? Hurry up and wait right? Well plan to do that at this world...