BronxCare Hospital Center CPEP (Comprehensive Psychiatric Emergency Program) — Local services in New York

BronxCare Dr. Martin Luther King Jr. Health Center – Psychiatric Ward (1265 Franklin Ave, Bronx, NY)

I am extremely disappointed with the level of service, professionalism, and communication provided by the psychiatric ward at this facility. My recent experience in trying to support my sibling revealed a significant need for staff retraining—particularly in customer service, communication protocols, and discharge procedures.

On May 1, 2025, I attempted to locate my sibling after learning he had been transferred to the psychiatric ward on the second floor. My first call was placed at 10:21 AM, and no one answered. I called again shortly after and reached a staff member who was incredibly rude, dismissive, and ultimately hung up on me. I attempted to call back three more times before finally speaking to someone named Ramon or Ramona at 10:34 AM, who was much more respectful and helpful.

The initial individual I spoke with should not be in any role involving public interaction. Their demeanor was unprofessional and disrespectful during a time when I was trying to ensure my sibling's safety and well-being. I can only imagine how patients are treated inside the facility if this is how families are handled over the phone.

On May 2, 2025, I was informed by staff over the phone at 11:11 AM that my sibling would be discharged in 40 minutes. I arrived at 12:30 PM expecting to pick him up, and spoke with a light-skinned, average-built man—possibly Hispanic—with a short haircut, (at the front desk when you come in) who told me my sibling was currently in the process of being discharged. I was told to wait, so I did—for 15–20 minutes—only to find out through a third party (not the facility) that my sibling was already home.

How is it possible that I was told my sibling was still present and being discharged, when in reality he had already left the building? What system is in place to notify staff of a patient’s real-time discharge status? And why was my sibling not allowed to use the facility’s phone to call me—especially when his own phone was dead and he had no wallet?

This facility clearly lacks a proper communication structure. Their failure to inform me of my sibling’s discharge in real time caused unnecessary stress, wasted time, and wasted gas. More importantly, it left my sibling vulnerable during a crucial time.

Mental health care requires compassion, structure, and strong communication—not disorganization and hostility. BronxCare needs to take a serious look at its protocols and staff training. No one in need of care, nor their families, should be subjected to such...

I don't want to generalize because not all employees are unprofessional, but a few are. I will start by saying that I went to visit my daughter. She's in the psych ward on the 7th floor. When entering the building I first interact with security personnel. There are usually 2 security officers. The first officer you will interact with will ask you, "can I help you?" You state your business and the officer will direct you to where you need to go. If you are visiting a patient, you will speak to the second officer who will take your information,ask you for ID, and give you a pass. You may have to leave certain personal belongings not allow on the psych ward floor. If you have to leave personal belongings, it will be placed in a private locker and you will be given a ticket with the locker number. Today at 1pm there one young looking officer who seem to be having a bad day and I noticed he was talking to the other officer pouring out his frustration in a lengthy conversation and was not paying attention to me. I was waiting for him to ask me for my ID so that I can proceed to check in but he continued talking and after a few minutes I interrupted the conversation with an,"excuse me sir can you please check me in?" OMG! This young man turned around and gave me a " if looks can kill" gesture. His posture was frozen for about 5 seconds as he looked at me with anger and I was really confused. He checked me in,I placed my personal belongings in a locker,and gave me a card with my locker number. There was no word exchange but when I asked him to please give me a pass he refused to give it to me and told me to go. This interaction was uncalled for on his behalf. This security guard was complaining to the other officer in front of visitors and was not paying attention to his responsibility. It's sad because the first person visitor's or patient come in contact with are the security personnel and these employees represent the hospital as a whole. I feel supervisors have to be more vigilant and aware of the employees under their supervision. That particular individual left a very...

This is a horrible place. I was placed here in 2022 after saying I wanted to kms. Which was understandable so the ambulance drove me here. I sat down from 30-45 minutes in the waiting room getting my blood pressure checked and got asked questions. I was allowed to have my phone at that time but then I got sent into a room that had two female nurses. I had to stand in a TINY box with tape around it and then the one of the ladys started taking off my clothes and patted me around my whole body which I was very uncomfortable with. Then the other lady asks “does she have anything under?” Which she said to my mom. I didn’t like that at all. Then I got changed into a gown. I was allowed to wear my underwear but couldn’t wear a bra. And I had my phone taken away. And one of the ladies there was SO rude I asked for utensils and she responded with such an attitude. I made a friend there (i loved her sm) and then got out finally. I got my papers back in 2024 and was diagnosed with Adjustment Disorder and Depression Disorder. I was only 12. 12!! This is the place that will...