Carilion Roanoke Memorial Hospital

My brother had Transurethral resection of bladder tumor (TURBT) which is removal cancer cells from bladder on 5/20/21. He was kept in recover for about 1 hour and in recover for about 30 minutes.
Within that 30 minutes Nurse Theresa tried to hurry my brother out of the recovery ( it was the end of her shift) I spoke to my brother and he was incoherent still very HEAVELY sedated and in a lot of pain.
My other brother who, hours before had just arrived from FLORIDA on the bus and did not know the surroundings and my brother was not able to direct him to the house.
I was away in Oregon but tried to keep up with the going on as much as I could. I asked to speak to the charge nurse because my brother was in no shape to go home. Theresa was insisting my other brother was there and he could accompany him home.
Lindsay (charge Nurse came on the phone and I demanded she call the Operating Dr and put in an order for overnight observation. I was deeply concerned about the health of my Brother (BARRY) because only 7 months ago he underwent the same operation and just a few weeks later suffered a MASSIVE stroke which landed him in the ICU for 3 weeks. He had Emergency surgery to remove blood clot from brain and damaged AORTA in the process and was unable to walk or talk .It took a while of my pleading and raising my voice and explaining before the order came in for him to stay overnight.
Since my brother who just came in from FLORIDA did not know his way around Roanoke he slept in my brother’s car on the hospital’s grounds.
During the night my brother suffered EXCRUCIATING pain and little or no help was offered to him. My brother stated that the nurse on duty said she could not help and offer to “PRAY “for him (really want to blow my top here).
My brother worked in the medical field and other members of the family included myself. It was a stroke of LUCK and not able to get relief of the pain that my brother started to try to figure out if he could find the problem (they did give him oxycodone).
My brother had a Foley catheter and the tube was TWISTED and causing back flow hence the excruciating pain. My brother untwisted the tube a was letting some of the URINE out when he was YELLED at. The Nurse yelling at him ---telling him he cannot empty the foley because she had to measure the URINE. My brother ignored her and empty anyway. After untwisting the foley tube and emptying his own Foley and got some relief from the pain. My brother at that point was able to struggle by himself and pull out the lounge chair and make his own bed because the hospital was to soft and uncomfortable. NO HELP! NO COMPASSION! I think just EVIL!
Remember I told you my brother had the Massive stroke, after the weeks in ICU he went in REHAB still in Carillion and at that point I was with him. I went to the Hospital every single day and even then, he was not spared from harsh and in- human treatment. While in Rehab he told me many a times he pees himself because when he called the Nurses station for help, they nearly NEVER arrive on time. There was a time he pooped all the way from his bed to the bathroom and no help came. One evening I went to see him and there was towels on the floor covering the pee. The person who did put the towels over the pee did it as a solution to cleaning staff came the next morning. I went almost ballistic and they found someone to clean it up before I left. I am careful to not get very ANGRY there because I am fearful for my brother when he is helpless and alone with them.
For too long Health care Industry and Providers get away with “TOO MUCH” I do believe the time has come for laws to be enacted to prevent abuse.
1. There should be a visual and audio of every conversation /visit with a provider and that should be a part of medical record.
2. All surgery should have a Visual and Audio of every said and done during surgery (talk as you operate and camera present) and this should be part of medical record.
3. The same thing when Patients are hospitalized camera and audio in room.
4. Just like any other industry transparency and more accountability and customer satisfaction. if Job not done well one, she gets their MONEY BACK although that can compensate for some damage.
5. Too much COVER-UP, too much PREJEDICE! to much JUDGEMENT not enough COMPASSION not enough CARING.
With all that said there are still MANY SHEROES/ HEROES and for those folks we SALUT YOU!
Carillion has a Major strong hold on the People’s health in the Roanoke Valley and as almost a monopolist I urge “you” to be the provider of EXCELLENT Care for all.
While I am on the topic HORIZON the health care Clinic on Melrose again my brother was patient there… I was frightening by the care there as well. My brother was told he had to be on blood pressure medication “FOR THE REST OF HIS LIFE” he took the medication but never too any of the tablets his blood pressure was a constant for the most in the range of 125/72 for a 58 year old male. Why in GOD, s earth would a Health Professional prescribe medication for a person with that reading? If anyone has the answer, please let me know. I encourage EVERYONE never NEVER surrender your love- one’s or yourself health to someone else. Choose a Provide who respect your opinion and is willing to be a partner with you. Medicine is a “PRACTICE” it is not a precise science.

I recently had my appendix almost ruptured it took them almost 6 hours to get me to or to take out I had severe infection as well the surgeon Dr Hoffaman said it fell apart in his hand I could have died waiting to get it out so long also not even a week went by I end back to er do to severe infection from appendix I read the procedure a tube was supposed to be inserted first to get infection out before appendix was removed even Dr Hoffman said it was a mess even Dr Steffens took called bladder out said there was ston and sludge in appendix he said he was going to remove gallbladder also appendix same time instead he left appendix in got worse not even 2 months after galdblatter taken out he should have done his job I could have died 3 times do to nrv neglect and they cover for eacher otherdr joshua nichols oreded bloodtest he new I had bacteria infection probally still do they said the infection was gone in appendix area explained to me why was there infection in tube explain to me way I have severe pain my blood pressure was 180/160 its not high blood pressure im on blood pressure meds also Dr Bissel was on call surgeon he told Dr Nichols he was not coming to talk to me there was no need Dr Bissel is a jerk I told him to his face he was also his nurses or staff do not care for him my tube came out yesterday infection was still present also pain was still present I have pictures also records record about severe pain whats happened how they are covering up when my wife threaten to cancel insurance payment also talked to attorney about neglect that's when Dr Hoffman was nicer changed meds also I read a review on Dr Hoffman during surgery he nicked a aorta on a patient putting her in icu also on follow up visits Dr Hoffamans hands were very shaky if I had choice he would not operated on me I have called carillion administration to complain also I was assaulted during my hospital stay they have yet to return my calls im still in pain I was reading test results on my chart I have bacteria infection my white blood cell count was low that help prevents infection absolute eos standerard range 0.4 standard range range mine is 0.5 also my lymp is 25.2 which is not normal my palet count is 463 standard range is 400 mcv standard range is 78 to 98 mine is 99.1 I am going to talk to attorney for malpractice neglect assault my name is Robert Fifer

I went to the er in Rocky mount va the only hospital there owned by Carilion today 8/30/20020.I had heat exhaustion.I never got any help from them I left to go to Bedford Hospital to get help because they wouldn't help me where I was.My mom meet me and took me to Bedford.They thought I was acting out and there was nothing wrong with me .I could hear the nurses saying that I was full of it and what not even after I got dizzy and almost fell they wouldn't help me. I dailed 911 from the hospital and they told them nothing was wrong with me. I was having chest pains and my lips were black but this seemed to go unnoticed by staff.Thank God for prayer,Jesus and a loving mom coming to my aid. If you have brown skin don't and are bipolar don't go to Carilion unless it's something minor or if you have to go pray for someone saved to care for you when you get there they should be ashamed of themselves but there not.

Arrived at Dr. Terrance May's office for cardiology checkup and pacemaker interrogation. A female with light brown hair in pony tail said, "We called you to change appointment to a telehealth visit." I did not receive any phone call and I had checked my patient portal to verify my appointment prior to leaving home. I live over an hour and half drive from Carilion Clinic in Roanoke. When I said I did not receive any call, nurse very rudely said, "Yes, we did call and left a message." She also said they had checked my pacemaker remotely that morning. So I had over three hours driving time for nothing. When I returned home I saw a message on my Patient Portal that my pacemaker appointment had been canceled. That message was sent at 8:21 am. I left home at 8:15 am. When I cancel an appointment I am expected to give 24-48 hrs notice. This was about 2 hours from my scheduled appointment. I was treated very rudely and unprofessionally. Is this what Carilion Clinic calls "patient CARE?" This office staff person could have been more apologetic and understanding than being rude and defensive. I will not be returning to this office. This conduct is not acceptable.

My son has been a patient of Carilion Internal Medicine for quite a number of years since his accident in 2010 when he became a paraplegic. During the last 10 years, he has obviously seen numerous doctors over the years and unfortunately, has also suffered numerous severe UTI's. This week he again experienced the unpleasantries of a UTI and called his PCP at 8:00 am on Tuesday morning to get an appointment. He was told they did not have any appointments that date and he would need to go to the ER. REALLY, SERIOUSLY, in flu season a paraplegic with a UTI is told to go to the ER. I told him to call back, explain that he was miserable and having a hard time getting away from the bathroom. This time the attendant listened to his symptoms, asked questions and said she would get with the doctor and get an antibiotic approved. That was at 10:30 am. At 4:00 pm he had not heard back. He tried to call again and got nowhere. THANKFULLY, his urologist whom is at another facility came thru within one hour and he was able to get on an antibiotic. I truly cannot understand how someone in the health industry can hear someone on the phone, realize they are experiencing pain and NOT FOLLOW-UP! I have LOST ALL FAITH in this office and truly don't understand how they can live with themselves.

I am been waiting over a week now for a "Referral Specialist" (?) to call me about an appointment with a gastroenterologist. I have now had diarrhea for 19 days and nights. My doctor, Mike, at Dr. Sayre's office put in for me to have the first available appointment. He also prescribed a medication that helps somewhat and he trusted these "Specialists" to finish the referral. Well, your system of referral is broken! There is nothing wrong with Dr. Sayre's office; I want to make that clear. I am getting no help and have no idea what is wrong with me. My life has come to a stand-still. I suppose what I do next is completely up to me now. This referral practice is something that surely was invented in a third-world country.

Debra Lugar
Lexington, VA

My mother has been seeing Dr. John Leslie for several years. She is on Oxygen and has been for many years. We have our oxygen with LINCARE and they have been wonderful with helping my mom with all our needs. Every time I go with mom to her appointment Dr. Leslie is more concerned that she needs to switch her services with LINCARE to Aerocare. This upsets my mom due to she is there for her health and does not need to spend her time explaining why she does not want to change her provider and listen to Dr. Leslie bash LINCARE. He is a doctor and should be more concerned with my moms well being then spending her visit talking about a company that mom is satisfied with. My mom was so upset after her visit and neither of us received any answers to our questions. This has happened at every visit my mom has gone with and she does not need to be defending her choice of providers and he needs to keep his personal feelings about whatever it is he does not like about LINCARE to himself and focus on the patients.

In November of 2017 I had surgery to remove a large ovarian cyst. I requested on the day of surgery (prior to) in person to the doctor performing the surgery that my ovaries NOT be removed during the surgery.

My instructions to the surgeon were ignored. My left ovary was removed, along with the left fallopian tube. I was told by the surgeon when I went back for a follow up in January of 2018 that the ovary and fallopian tube removal were "standard practice" in ovarian cyst removal, and this was why they were removed against my specific instructions.

Also, as I was at the time one of the "working poor" (earning usually less than $400 per MONTH), I had been instructed by the surgeon in the initial visit I had to discuss my options in dealing with the cyst and the pain it was causing me, to fill out a form for financial assistance through the hospital...in essence to qualify for a write off from the hospital for the charges for surgery to remove the cyst. I did so, and when I returned for presurgery physical exams I was told that there would be "zero charges" for the surgery, that my application had gone through. Which was wonderful, as there would have been no way for me to afford to have the surgery otherwise. The only health insurance I qulified for was GAP insurance, which does not cover surgery, among other things. So having been told there were not going to be any charges, I proceeded to have the surgery.

Unfortunately for me, no one at the hospital informed me that charges for the ANESTHESIA during the surgery were NOT covered by the financial aid application I had been instructed to fill out by the surgeon. If I HAD been informed that these charges would be my responsibility, I would have elected NOT to have the surgery. (Although incredibly painful at times, my life was not in danger as far as I know.)

WHY was I not informed of the separation of the anesthesia charges from the rest of the hospital charges, especially in light of the fact that I had made perfectly clear my extremely low income to the surgeon and that I could not possibly afford such debt? I know that the surgeon is not so stupid that this was not obvious. I was lead to believe that there would be "zero" due to anyone regarding this surgery. WHY is it not CLEARLY and DISTINCTLY indicated to a patient that ANESTHESIA is NOT a HOSPITAL PROVIDED SERVICE and that any financial aid given by the hospital to a patient DOES NOT COVER ANESTHESIA? I now have a bill of over a thousand dollars that I cannot pay, and is going to go against my CREDIT RATING, furthering my period of poverty even longer as it will prevent me from obtaining credit and even possibly better employment.

I can only ask myself WHY. Because no one else can man up to being responsible for the unnecessary addition of debt to my already overloaded with debt life.

I thank Carillion Roanoke Memorial for the financial aid that was given to me. I am truly appreciative and grateful to the hospital and the surgeon, because I am no loger suffering from the effects of the huge (approximately 18 cm) cyst that was pressing on my ovary and causing excrutiating pain at times. The surgery went great, I was discharged the day of surgery and have not had any more pain from the cyst. It's wonderful what medicine and Doctors can do these days.

I do take issue however that something as obvious as ensuring that a patient is clearly informed about anesthesia charges not being covered by financial aid has escaped the notice of so many highly educated people at this hospital. Surely this has happened time and time again.

WHY are you failing people in this regard?

Thank you. But WHY?

Lesson Learned

If I could give lass than a star I would. Their customer service sucks. Their documentation sucks. When you call to cancel appointments, they say it is done and then send a letter saying you we were a no call/no show. The front staff are rude. They refuse to meet clients where they are in regards to their medical capabilities(i.e. dyslexia, memory) They falsify documentation as far as appointments go. They ensure that no complaints get anywhere because the millionaires that are responsible for this "Non-profit", do not want to hear them. Instead, they prefer to label a department "patient advocacy" where complaints go to die.

They have poor result times at their pediatric department, Physicians to Children, as well as poor communication. I have called to make appointments and have never heard back and instead have to call multiple times.

Terrible company.

Staff is excellent but this 2 week policy is ridiculous when you suffer and cannot drive for longer than 2 weeks to come get your personal property!

On june 4th of 2018 I had numerous strokes and was hospitalized for 3 days. Upon leaving the hospital...I forgot my jacket with my driver's license inside. The hospital informed me that they simply threw my coat - a north face jacket and my license away! Could my license not have been simply mailed to me? Or my jacket?

Worse experience ever! I vote Lewis Gale with any health issues. If you are able to chose a hospital in the Roanoke area. Do NOT go to Carilion. I took my boyfriend for back pain he couldn’t walk, leg numb, no feeling. 4 people in waiting area. Came in at 11:30 pm, after an hour I confronted the front desk inquiring of the time we would need to wait. No one looked busy just talking lookin at their phone. The man in charge, finally after my 2nd visit to the front desk inquiring of possible time finally got him back to get vitals etc. I kept him in a wheelchair he is 6,7 and 210 lbs. he was cramped over he couldn’t walk and was so uncomfortable. I finally begged for them to at least get him in a stretcher they finally got us to a room. An older lady was here before us and in hallway asking for someone the workers at the front desk never attended to ask her needs see if they could get her a sheet or comfort her in any way. I asked her if I could ask for her anything she said she been there already 2 hours in hallway no one was with her she nicely said no she just wished for relief. We finally got him stretched out we’re told RN would be in shortly. Another 30 min I went to front desk and asked why couldn’t they give him something for pain. Finally an hour later the RN Zack came in and poked around asking the same questions of which the prior intake workers did. So after repeating the exact same symptoms of which were written down prior Zack says I will talk to the doc about what he wants to do. Healthcare sucks at this emergency room must be under horrible management, workers are slack, seem so unconcerned, Seemingly not many doctors are on duty at an emergency room on a Friday night. How could a hospital so well known have such a poorly ran ER? I have seen many rooms which are available back here but some of the same people I saw when we walked in are still in the waiting room. My guess is no insurance may be for those folks having to wait longer and not speaking up. He is so miserable, an iv hasn’t even been started, the time is now 2:58 am. I’ve heard them mention one doctors name only. The nurses station has many standing around chatting laughing exchanging gifs and mems. I’ve seen one actually moving around. The nurses station should be a tightly ran ship in my opinion and patients are miserable hearing their giggling and discussions of dinner plans. I have never experienced this in a hospital that’s bc my choice would be Lewis Gale any day. This is by far the worse experience I’ve ever witnessed watching him struggle and cry in pain and the laughter from nurses station no one asking could they get him a water; blanket, pillow, nothing not one Time has anyone checked on his Care. My Boyfriend our of aggrevation tore off The blood pressure cuff of his arm to get comfortable and that was 35 minutes ago. We are finding a little humor in the fact that not one nurse has come to check and see if he was ok or what happened why there was no reading which proves my point, he wasn’t being monitored nor checked on 1 Time. This can continue but we are still waiting on doc. It is now 3:08 no word from Zack his RN and still nothing from doc...

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Ms. [redacted],
We would like to thank you for your thoughtful feedback, and also apologize for failing to meet your expectations.   While we were saddened to hear that you were having a difficult time, we appreciate you reaching out to us.  We use all feedback in our continuous...

improvement efforts.  Your concerns were reviewed by our debt recovery department and below you will find their response:
Carilion Debt Recovery will hold accounts for patients while they are settling their third party claims as a courtesy (for a reasonable amount of time not exceeding the statue of limitations for debt recovery); patients do not sign contracts for this service.  Records indicate that we were in contact with Ms. [redacted]'s attorney's office from 2009-2012.  Our last inquiry to her attorney's office went unanswered.  Consequently, we sent Ms. [redacted] a letter stating our intentions to collet on the unpaid debt, since we had not heard back from her attorney.  Record indicates there was no response to this letter either, therefore a judgment was obtained on July 12, 2012 for the balance of the debt.  In order to satisfy this judgment the account will need to be paid by the third party claim or personally.  We are always saddened to use the judicial system in our debt collection efforts and wish this could have been resolved prior to the judgment being obtained. 
Sincerely,
Carilion Clinic Debt Recovery Services.

Mr. [redacted],
I was saddened to hear your experience at Carilion Clinic was anything but exceptional.  We take all complaints very seriously.  A thorough review of your concerns has been conducted and the results are being mailed to your address of record.  Should you have any...

questions or concerns when you receive your follow-up, I hope you will call on the Office of Patient Advocacy at [redacted].  Thank you for sharing your thoughtful feedback to help us learn and grow to better meet the needs of the communities we serve.
Sincerely,
Carilion Clinic Patient Advocacy

Ms. [redacted],
Thank you for talking with me today to discuss your concerns regarding the bills you received for your son's emergency room visit.  While we are always saddened to hear that we have failed to meet expectations, we are thankful for feedback.  As you and...

I discussed, we will wait until you have completed the appeal to your insurance company before moving forward with any other courses of action.  I look forward to working with you on this, and hope to keep you in our Carilion Clinic family. 
Sincerely,
[redacted]
Patient Advocate
Carilion Clinic

Mr. and Mrs. [redacted],
I want to express my appreciation for you bringing your concerns related to the difficulty you experienced in finding a new primary care provider to our attention.  We take all patient feedback very seriously and use it in our ongoing improvement efforts.  Ms....

[redacted], thank you for speaking with our ambulatory practice manager Ms. [redacted].  Your comments were useful and have already helped to shape a new practice for assisting patients with finding a primary care provider in an efficient manner.  You have helped us to better serve our community and for that we are grateful.  I am very sorry that we failed to meet your expectations, but I am confident, if given the opportunity, we will be able to not only meet, but exceed your expectations in the future.  Should you have any concerns in the future I hope you will call on Carilion's Patient Advocacy program to assist you.  Thank you for being a part of our Carilion Clinic family.
[redacted]
Director, Patient Advocacy
Carilion Clinic

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Carilion had been unwilling to work with me on finding a solution so as instructed by my insurance, I filed an appeal before registering my Revdex.com complaint. While I appreciate them taking the time to respond to the Revdex.com, the response is "we won't do anything just yet." I'd appreciate if this complaint can remain open with the Revdex.com until the actual situation is resolved!
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The accusation that my attorney did not reply is just NOT true. He sent a letter back to them stating that the lawsuit is still pending. There is no statute of limitations on this type of lawsuit. All medical will be paid as soon as suit is settled.
Regards,
[redacted]

Thank you for talking with me this morning to resolve the concerns you had about canceling your Carilion Clinic Wellness Center membership.  I am sorry there was confusion about the dates and how to go about doing that, but I am thankful that we were able to talk so we could come to a...

resolution. 
Sincerely,
Patient Advocacy
Carilion Clinic.