Banner Urgent Care | Phoenix, AZ | Thunderbird Rd — Local services in Phoenix

Formal Complaint Regarding Inadequate Treatment and Dismissive

I am writing to formally express my deep dissatisfaction with the care I received during my recent visit to your Thunderbird facility on May 29. I sought medical help due to painful, clogged ears, along with throat and nasal congestion. Unfortunately, my experience left me feeling ignored and inadequately treated. Jacqueline Cook, your on call practitioner was rude and condescending.

Despite clearly expressing that I was in significant ear pain, I was only prescribed a nasal spray and was told to wait five or more days before returning if symptoms persist. This recommendation is deeply concerning. Especially after a $35 copay and an hour wait to see her, with an appt.

Asking a patient to endure multiple days of pain with no meaningful relief or exploration of the underlying issue—especially when ears are involved, which can lead to complications if left untreated—feels negligent.

I understand and support the need for responsible antibiotic prescribing. However, this should not come at the cost of patient comfort, timely care, or proper diagnosis. The response I received felt dismissive, overly rigid, and lacking the personalized attention I expected from a medical provider.

I would appreciate an explanation of the policies that led to this decision and what steps Banner Urgent Care is taking to ensure that patients in legitimate pain are taken seriously and treated accordingly. Patients deserve more than a one-size-fits-all approach to care.

Please consider this a formal complaint and include it in your internal review. I expect a response addressing these concerns.

Sincerely, Jody...

Beware Cash Paying Patients: Maybe it was just this particular provider and not a reflection of all the Banner locations... I brought my mom here because she'd had a sore throat for several days, fever, and respiratory symptoms. She is visiting from out of state and her coverage doesn't extend to out of network. I had no problem paying the cash pay price of $250 so she could be seen by a provider. She was only with the provider for about 15 minutes. He did not run a sample for a covid test, strep or flu. He gave her a steroid shot and sent us on our way. The provider informed her that her symptoms did not align with strep, covid ,or flu. I don't know if the provider was not proceeding with testing because she was a cash paying patient or what the justification was. Perhaps he was inexperienced. 3 weeks passed and my mom only got sicker and developed a viral rash. She went to a different urgent care this week, and the provider ran all the lab tests, and she was positive for covid. It is unfortunate that health care is set up in which cash paying patients receive lack luster care; however, did the provider not run the samples because she was a cash paying patient? What did the $250 even cover--the 15 minutes she spent with the provider? $250 for 15 minutes is exorbitant. If the cash paying patient is not going to be treated fairly, then why offer the opportunity to pay cash at all? Thankfully, a different company of urgent care was able to adequately address her unique symptoms and she is on the mend with appropriate...

Where to begin, this location just recently opened, and it’s super convenient for me. 2 days ago my son cut himself with a knife, it was very deep, so off to the ED we went, once there we were told the wait would be a minimum of 8 hours!!!!! I decided to call this Urgent Care location to see if they do stitches, I spoke with Monica, she told me, yes they do stitches, but it will depend on the severity, Dr Robert Johns was in the background asking additional questions. It was decided that we should come in and at the very least get it looked at, I inquired about the wait time, and was told there was no one else there, so we headed over, we walked right in, Monica greeted us immediately and then out walked Cynthia, the M.A. and took us straight back. After the initial questions, Dr Johns came in, and took did an initial assessment, it was determined that he would need to numb my sons hand so he could get a better look and better assess the damage. Dr Johns was so patient and kind with my son( he was nervous). It was later determined that there was tendon involvement and we would need to head back to the ED to be seen by a surgeon. We had such a positive experience with this location during a very difficult situation. I absolutely had to give a huge shout out to Dr. Robert Johns, M.A. Cynthia and front desk (my apologies I don’t know her title) Monica. YOU ALL ROCK!!!!! Thank...