ComplaintsforMedemerge

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I went to Medemerge on November 14, 2021. My medication was not working and I called on November 19th to have it modified. I spoke to several people and explain to them how my medication was eventually changed however it wasn't done in a reduced manner, as usual. I was transferred to a ************** who was the 2nd person I spoke to on that particular call. I tried to explain to her the previous communications and she began to yell at me. She stated "It's my time to talk let me talk" . Then she said" since you won't let me talk" and then she just hung up. I immediately called back, since I still needed my medication. I spoke to a ****** at that time as I was distraught. I was sick, crying and emotional all as I had my child in the car. At that time my child was crying as well because this was such a horrible scene. I went to Medemerge and calmly waited 45 minutes as I stood to the side waiting to be addressed. ************** stated she was the charge nurse. When the charge nurse did appear, she was not the individual who hung up on me. I explained the situation, to the charge nurse ****************** She apologized for my experience. She then went to have my medication done properly and she noticed ***** A processed it afterwards. ************** allowed me to waste my time. I told Kortney that I want to make a complaint. She stated someone will call me shortly to follow up on my complaint. To date no one has called me. ************** knew I was sick for over a week and my medication was not scripted correctly. ******* abrasive demeanor was callous and indifferent. In today's climate making sick people feel worse is abhorrent. I have worked in the mental health field since **** as well as working in the Courts. I understand being overwhelmed and overworked, however one needs to be patient and handle situations respectively.

  Business response

  01/14/2022

   

  I have reviewed the complaint by ******* *******************************.

  I have discussed the interaction with the nurse involved in her care.

  I cannot give any details about the specific medical care but

  I find that the nurse's actions were appropriate given the

  situation. Our staff are trained to de-escalate angry and aggressive patients

  but when the staff feel threatened or are treated disrespectfully they are

  to remove themselves from the interaction. I'm sorry the patient

  is unhappy and we hope to continue to provide her exceptional

  medical care.

  
  

  J *****

  Customer response

  01/14/2022

  I am a professional who has worked in mental health at the hospital for 20 years and simultaneously in the courtroom mediating cases for 23 years. I would never have been rude, aggressive, or disrespectful. My family has been going to Medemerge for well over a decade. I have never had such a situation. I'm aware of the stressors from the pandemic; however, I was trying to get my medication rectified. After she hung up,I called back and spoke to ******* she was very nice. I was in tears, and so was my daughter, who was with me. I explained that I'm going there since my medication was still not corrected. I wasn't rude or yelling at her. When I arrived, I patiently waited 45 minutes for the charge nurse. There was no scene, and I informed her of what transpired. I also have a recording of my behavior and demeanor from that day.
  I understand that you have a reputation, but to assume that I was this aggressive individual is extremely offensive and quite hurtful. ***********, I have personally been treated by you and had a great experience, probably one of the best. To negate my concerns and award her behavior is quite discerning. I tried to make an internal complaint with the charged nurse who indicated someone would get back to me. The last thing I wanted to do was file a complaint. However, that negative behavior is ornery and the next person without a voice who may be suicidal or suffers from depression may not fair well.
  
  Nevertheless, I ultimately wish you and your staff nothing but well wishes.
  
  
  
  Regards,
  
  
  ******* *******************************,MA

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