HomeTowne at Matador Ranch, LP

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowNoAn apology is not gonna do the trick, of course I acted in a rude manner while you ignored my son? Your nurse and doctor told me to leave you are truly the WORST hospital in nys dirty and unconcerned is a nasty look for a "professional" establishmentRegards, *** ***

This letter is in follow up to the letter received on September 11, regarding the above complaint numberWe have attempted to contact the complainant and unfortunately have not received a responseOn review of the medical record, the complainant and her son were taken into a patient room in
the emergency department at 18:While this room does have equipment for quick access to expedite emergent patient care, it is not a storage room and is cleaned per recommended guidelinesAt 20:the complainant voiced her concerns in an impolite and explicit manner regarding her son not being seenThe complainant chose to leave with her son against medical advice at 20:It is always our goal to provide safe, effective careIn order to accomplish that task we follow an acui1y based model where life threatening medical complaints are addressed first which unfortunately canoccasionally cause patients with less concerning medical complaints longer wait timesEvery patient that comes to our facili1y is important to usWe understand that effective communication is crucial during times of illness and we are truly sorry the complainants experience in that area was not a positive oneThank you for sharing the complainants concerns with us as it is through such communication that we are able to identify potential improvement opportunities. Respectfully submitted, Rebecca W***, RN, BSN, MBA, CLNC Director Risk Management/Performance Improvement