ComplaintsforUrgent Care of Mountain View

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my mom, *******************************, into Urgent Care after she had been in a car accident. She had x-rays done and was given a splint, but they wouldn't give her pain medication, and told us to pick up her script at CVS. Mom's pain level was a 10 and she was in tears, but the PA, *****, and her nurse assured us it'd be ready by the time we got there. 45 minutes after we left Urgent Care, we got through the line at CVS, and we were told there was no script called in. Called Urgent Care and was told to leave a message for the nurses and I explained the situation and said I would be happy to wait on hold. I was then told that the PA, *****, had stepped out of the office. I asked why she would be so cruel to leave a 70 year old woman in severe pain like that, and asked to speak with a manager. I told them my mother was crying inside CVS and this was unacceptable. I was told that no one else could call the script in because it was a narcotic. I asked again to speak with a manager and was placed on hold. Someone came back on the line and assured me that ***** would be back in the office in 10 minutes and would get it called in. I asked what happened and was told that she just didn't get it called in and left the office. ***** called back, now an hour and a half after we left and 4 hours after the car accident, and lied to us. She said she did submit it, but her staff had already told us she didn't. She was very rude and said, "Sometimes wires just get crossed." I would like to make a formal complaint against *****, and we would like an apology at the very least, since her lunch break was more important than her oath to "do no harm."

  Customer response

  08/21/2023

  In addition to an apology, I believe my mom should be issued a refund. 

  Business response

  08/21/2023

  The patient was seen and treated for injury.  The urgent care does not possess any narcotics in house.  We are unable to administer them at the time of care.  We do send narcotics via eprescribe via a portal for narcotics.  The medications were prescribed but did not get sent.  The patient was contacted by the *** of the company on that evening and had over an hour long conversation apologizing for the issues and her perceived lack of care.  The patient appeared fine and agreeable and had received her medications and was feeling no pain when the *** contacted her.  

  Customer response

  08/22/2023

   
  I am rejecting this response because:
  You spoke to the patient for an hour, really? The attached screenshot shows the call was 22 minutes, but nice try. The entire conversation was only a guilt trip, trying to get my mom, the patient, to feel bad about *****, the PA, being upset and asking us to take our ****** review down. 

  Everyone understands that narcotics aren't available at Urgent Care practices, but you guys do carry other forms of pain relief. We had to ask for an ice pack and wasn't offered another when that one became warm 10 minutes later. My mother was in pain for HOURS - unnecessarily - because ***** was heartless and didn't offer anything to a crying old woman who just got in a car accident. Then she left the building instead of calling in the scripts for pain and nausea. 

  ******* co-workers already ratted her out by telling me the truth about her leaving the building, then ***** called and lied to us, blaming it on CVS. Now the *** is lying again by saying they talked to mom for over an hour. Do these people have any integrity? 

  Business response

  08/23/2023

  We apologize your care did not meet your expectation.  The call was 22 minutes so apology made over the estimate of time.  The conversation with the patient involved several apologies.  We have nothing further to add to this.  The provider has been counseled regarding this incident and the patient complaint/concerns.

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