West Chester Hospital

Desire contact from business with a resolution. Desire business changes policies and practices regarding upset patients. Desire business credit account and reverse charges for all services received on Aug and Aug in ED for *** *** and *** ***

August 16, 2017Emily Piaga Revdex.com E4th, Suite 600Cincinnati, Ohio 45202Re: *** *** #***Customer Concerns:“Myself and my girlfriend were both attempting to be seen at West Chester hospital on Aug When attempting to file a complaint against staff, and upon asking the receptionist for patient advocate information and to file a complaint, the hospital had their had their police officers escort me off the property and threaten me with trespassing chargesMy girlfriend had not even been seen and we were escorted off the property untreatedI filed a complaint with the patient advocate, Sherri T***, who refuses to do anything because the receptionist claims she felt “threatened” and “intimidated”For asking to file a complaintPeople who go to the local hospital for help in a medical emergency should not be treated in this wayPatients asking for information to file a complaint should not be met with police officers and thrown off the property untreated for trespassingIn addition, Sherri T*** advised me on the telephone that my disagreeing “attitude” was justification to call the police, and she indicated that she felt threatened by me through the telephone lineI don’t believe this woman has any business dealing with upset patients, she does not have any interest in a patient’s issues or complaints, and will not interview on behalf of a patient who needs help.”Event Findings:As a result of complaints brought forth to the Patient Relations office by way of DrT***, a full investigation ensuedInvestigation included the Manager of Public Safety (PS), Director of the ED and notification of senior leadership of concernsReviewed documentation were police reports, medical records and staff statements. Patient presented to the ED registration desk and staff felt threatened by his manner and alerted public safety (PS) of his demeanorHe was addressed by PS whom informed the patient that he could escort his girlfriend but had to be respectful of the staff This included refraining from abusive language The patient did not heed warningsDuring the third 1interaction with staff and PS, *** *** continued to yell and chose abusive languageSeparate staff members had brought forth their concerns over his behavior It was at this point, PS asked the patient to vacate the premise as he had already been treated for his presenting problemHis girlfriend had yet to be seenHe encouraged her to leave prior to her being treated and at that time she complied DrT*** has been questioned about her call to the patient and explanations to him about investigated eventsDrT*** reported *** *** was unreceptive to explanations as to why PS was notifiedHe was raising his voice and cursing on the phone with her, at the time she was providing the responseShe reports she stated to him that if he was in front of her and speaking in the manner he was while on the phone, she would feel threatened by his demeanorAs the ED is a high stress area and carries a potential for violence, our staff is trained to contact PS when anyone exhibits questionable behaviorThis behavior includes: intimidation, abusive language as well as negative non-verbal behaviorPatient and staff safety is our number one concern and intervention by PS presence is required.We as an organization are truly sorry that this event occurred and the staff involved have been made aware of the patient’s dissatisfactionWe alerted pertinent staff in the hopes of preventing a situation like this from occurring in the future. Sincerely, Cassy J*** BSN RNManager of Accreditation, Regulatory Compliance, and IntegrationWest Chester Hospital University DriveWest Chester, Ohio 45069*** ***Catherine.J***@uchealth.comUCHealth.com/westchesterhospital August 16, 2017Emily Piaga Revdex.com E4th, Suite 600Cincinnati, Ohio 45202Re: *** *** #***Customer Concerns:“I went to UC West Chester hospital ER on Aug for an emergency event, and at the end of that visit was escorted out of the ER by hospital police for no reasonI filed a complaint on that eventSherri T*** refuses to address that complaint and actPeople who go to the local hospital for helping a medical emergency should not be treated in this wayWhen I am upset with my medical professionals, and I let them know it, that should not be grounds to be escorted out of the hospital emergency room where I am seeking emergency critical careIn addition, Sherri T*** advised me on the phone that my disagreeing “attitude” was justification to call the policeI don’t believe this woman has any business dealing with upset patients, she does not have any interest in a patient issues or complaint, and will not interview on behalf of a patient who needs her help.” Event Findings:As a result of complaints brought forth to the Patient Relations office by way of DrT*** a full investigation ensuedInvestigation included the Manager of Public Safety (PS), Director of the ED and notification of senior leadership of concernsReviewed documentation were police reports, medical records and staff statements. The patient during the encounter was raising his voice and utilizing offensive languageThe staff and providers notified PS as they were concernedAs the ED is a high stress area and carries a potential for violence, our staff is trained to contact PS when anyone exhibits questionable behaviorThis behavior includes: intimidation, abusive language as well as negative non-verbal behaviorPatient and staff safety is our number one concern and intervention by PS presence is required.We as an organization are truly sorry that this event occurred and the staff involved have been made aware of this patient’s dissatisfactionWe alerted pertinent staff in the hopes of 1preventing a situation like this from occurring in the future. Sincerely, Cassy J*** BSN RNManager of Accreditation, Regulatory Compliance, and IntegrationWest Chester Hospital University DriveWest Chester, Ohio 45069*** ***Catherine.J***@uchealth.comUCHealth.com/westchesterhospital

I went to UC West Chester hospital ER on Aug 3 for an emergency event, and at the end of that visit was escorted out of the ER by hospital police for no reason. I filed a complaint on that event. Sherri T[redacted] refuses to address that complaint and act. People who go to the local hospital for help in...

a medical emergency should not be treated this way. When I am upset with my medical professionals, and I let them know it, that should not be grounds to be escorted out of a hospital emergency room where I am seeking emergency critical care. In addition, Sherri T[redacted] advised me on the telephone that my disagreeing "attitude" was justification to call the police. I don't believe this woman has any business dealing with upset patients, she does not have any interest in a patient's issues or complaints, and will not intervene on behalf of a patient who needs her help.Sherri T[redacted] needs to be replaced as the Patient Advocate by someone who will stand up for, protect, and help patients. She is not fit or deserving of this role as a patient advocate. In addition, I want formal disciplinary action against the doctors and staff who had me escorted out of the hospital by security when my visit was completed, for no reason.

Policy needs to be changed so that sick and injured patients seeking medical help and treatment are not kicked off the property because one receptionist feels "intimidated" when an upset patient and client ask to complain and for the patient advocate's information.   In addition, I would like another patient advocate assigned to my case.  The one I have is rude, uncaring, indifferent, and has not responded adequately or appropriately.   I would like a formal apology from the receptionist and the security staff, in writing.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was not abusive towards the staff, nor did I use abusive language, until the third interaction when I was being harassed by the hospital police three times in a row for doing nothing at all other than asking to file a complaint and being upset.  I was not yelling at staff, and did not curse at the staff when they called hospital security.  I did curse at hospital security after harassing me three times in a row.  This is not at all acceptable.  If your concern is your patients you wouldn't treat them this way nor kick them out of your facility untreated.  My  girlfriend was forced to leave by hospital security untreated, and she was unnecessarily harassed, intimidated, and fearful of your officers and staff who were overreaching and acting irrationally.   The fat sectretary with blonde hair at the ED desk is the cause of all of this, and her inability to talk to an upset patient without calling security for no reason. 
Regards,
[redacted]