Emergency Room (ER) at Baylor Scott & White Medical Center - Sunnyvale — Local services in Sunnyvale

I have been here several times and this is going to be a long review.

Back in 2022 my mom was brought there from the recovery home. Once I got there I was completely devastated by the fact they let my mom sit in urine for hour. It was so bad that it was all over her clothes and her bed. I informed the nurse and they quickly changed her. I told myself the lack of staffing was the cause.

Fast forward to today. I have been several times for myself due to health issues. I have never been sick or in need of pain meds. I have a pinched nerve in my spine as well as arthritis. The amount of pain this causes is unbearable. My 1st visit was at the end of last month. They figured out what was wrong with me and gave me meds that didn’t help at all. I went back 3 days later and was helped by doctor Chang (I believe his name was). He took the time to listen and assist me. He was very attentive and patient. He gave me the correct medication and follow up instructions.

I made appointment with both doctors as suggested. One appointment is Sep. 5 and the other is July 28. Unfortunately doctor Chang was unaware of this when making my prescription. So I called back and asked if they could assist me with meds until the 28th. At first I was told no. I called back later in the evening and was told he would send in the update which he did. Unfortunately again the prescription was not able to get me to the 28th. I called back and they told me that I would need to come back to the hospital making it my 3rd visit. I don’t have free healthcare so my insurance was being charged and whatever the difference is I’ll be charged. I ask if the issue could be resolved without me coming in. They said no so I missed time from work to get the prescription fixed. I told the doctor what I needed and was assured the correct prescription would be sent. After looking at my paperwork I noticed that the pain meds weren’t on there so I called back again. I was told to take ibuprofen and Tylenol! My spine is literally smashing my nerve and was told to take ibuprofen’s and Tylenol… I was telling my neighbor about this and I said that I believe it was because I was black. She said she doubted it. She said I’ll go see what they’ll give me if I say I hurt my ankle. (She’s white by the way) She did and about 20 minutes ago she called me back and apologized. She was given Tylenol 3’s and something I can’t pronounce. She herself couldn’t believe it.

I would like to say yes I’m black but my body feels pain like any other HUMAN! The fact the I was never given pain meds to completely take my pain away is shameful and I’ve now been to the ER 4 times.

This whole situation has me wondering if my mother was left unattended the whole day because she was black! The amount of hurt I’m feeling from my pain and the lack of empathy is saddening. I will be doing a full report with the hospital. But I wanted other black women to know depending on who’s there working you may go unheard and or dismissed due to your color. Probably should try a different hospital. Lord knows I’ll...

When I went there earlier today, my initial reaction was, the parking lot was full, so I almost thought I would go somewhere else. But I just went on anyways and thought I'd see how things go - if need be, I could always go somewhere else. My visit there today was amazing. From the front desk representative "Z" - how they know her there, or Zaqiya - how it's pronounced, to the PA that treated me Angelo Smith, to the CHARGE NURSE on duty during my time there - Andrea, I was very happy with the services they rendered to me. The receptionist was very welcoming and outstandingly polite. The PA was very courteous and answered all my questions and returned to me for some additional questions I had - after I was discharged and was standing in the lobby. He was ALSO very knowledgeable and went the extra mile, and was able to find some additional problems I had to be treated for, that I hadn't known I had or complained about. When he returned after I was already discharged, he didn't have any resentment or attitude and very politely answered the additional questions we had. This led me to be intentional about leaving some feedback with someone in charge. At my request, they requested someone to meet me, so I can talk to them. I was met by the HEAD NURSE - Andrea. She was really amazing and took my complements like it made her day and thanked me wholeheartedly for taking the time to do so. Like I told her, people nowadays are ready to complain, and write reviews when things are not to their liking, but good people and outstanding customer service is often treated like fast food - people take it and leave. HEALTHCARE isn't easy and I know COMPLAINTS run RAMPANT. But take this as my way of giving back for your outstanding service to me today. It's going to be 5 STARS from me ⭐⭐⭐⭐⭐ Keep up the...

ethics alone there is one girl with her hair pulled back that wouldn't acknowledge me when i came in. Just say " another one what is going on" the curly hair girl was a little better she at least acknowledge me. But the girls in the er talk about all the patients in front of everyone in the waiting room. About stuff that is not their business like "did you see the crazy lady come in with her daughter i told he no she going to wait but radiology let her back." Did you see the guy earlier......"People need compassion in the er. Your sick or your with loved ones that are sick. Instead of gossiping. The pa was no was no better this is all I going to do for you is look at it. you need to follow up with primary. He wouldn't tell me why my jaw hurts now and didn't earlier this week. I told him I worried the infection is spreading he said we see it on the vitals but what vitals they took my temperature orally but I just finished a glass of ice before I came in. And my blood pressure. How is that going to tell you if infection is spreading. I understand he may have not ment it rude but that is how it comes across when you shrug off a patient and dont even try to explain.The Rn was the...