Complaints

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 3/12/2024 I took my two sick children to Pediatric Urgent Care.I waited about an hour, no big deal for an urgent care. The nurse came in we explained what was going on with the kids and took the kid's vitals and temperatures of which **** had a fever of 101. She also said she would be back with a flu test. She came back and administered that. Once the Dr. ***************************** came into the room she examined both of my children ******* age 7 and **** age 5. I was particularly worried about **** as he had a fever and was pulling at his ears in his sleep. He also had a lot of discharge coming out of his eyes and complained of body aches. **** was also lethargic and complained of lower right back pain and pain with urination. ****************** first listened to his chest, looked in his eye, then his ears and his throat then told me he is fine it's just a cold. I objected and told her that he had been pulling at his ears in his sleep. She checked his ears again and said they were clear. She also said he didn't have a fever to which I objected and said he does have a fever. She then said "oh yeah, he does have fever". She said over the counter cold medicine would be fine for both kids and left the room. This diagnosis did not sit well with me so I took the kids across the street to ******** Urgent Care. I was seen and the Dr there immediately determined **** had tightness in his chest, a double ear infection, double eye infection, redness in the throat and did a urine culture. **** had blood in his urine and needed to be on antibiotics immediately. We were prescribed antibiotics and eye drops for his eye infection. I followed up with his primary care Dr. who also prescribed and inhaler, a steroid medication for his lungs and albuterol for breathing treatments. After the round of antibiotics he needed a 2nd round of two stronger antibiotics. I called to complain 5 times and was told the office manager ***** would call me but she never did, no call no message from her ever.

  Business response

  06/18/2024

  We take complaints very seriously.  I have attached the chart note with the providers documentation from the visit.  We specialize in pediatrics which is very different than adult medicine.  We dont recomend our patients going to a non pediatric urgent care as they will give antibiotics if they can not find anything on exam.  *** called and spoke to my office lead that covers the office while I am out.  My lead informed me of the conversation and mom stated that the other urgent care provider did not do a full exam, just gave antibiotics as that was requested and done.  Ear infections and children can change on exam very quickly.  When the patient was here in clinic, they did not have an ear infection, but one could have started later that day or the next day.  The provider did note there was clear discharge, from the eyes as well but clear discharge is not a sign of infection.  Every provider is different and some do not like to give medications unless its clear on exam or testing that it is needed.  I did recieve a message from my staff to return the moms call.  I have been in and out of the office so I am not available daily.  I did call twice and leave a message on 03/24/2024 and 04/04/2024 with no anwser. 

  Customer response

  06/22/2024

   
  Complaint: 21608325
  
  I am rejecting this response because:

  The response from the business lacks facts and integrity. I have no messages on either of the dates provided nor do I have a missed call from the listed phone number of the facility. My phone records will support this fact  

  After leaving Over the Rainbow I immediately took my child to an urgent care across the street and was seen within 20 min. The 2nd urgent care diagnosed  an obvious double eye infection with visible discharge within the first 30 seconds. An ear infection, and fever were also present. They attended to the complaints of my child and took a urine culture for the kidney pain. Medical records will support these facts. The ************************** care is fully capable of knowing the difference on how to treat a child versus an adult. I followed up with my pediatrician two days later who confirmed the diagnosis of the 2nd urgent care. Again, medical records will support this fact.
  

  I have four children and am experienced in knowing if my child is ill or not. I do not take my children to be seen for a common cold. My kids medical records will also support this claim.
  

  The treatment of the nurse practitioner was plain negligent on several accounts. I have also reported this matter to the ****************** of *************************** style="-webkit-text-size-adjust: 100%;">The inaction of the office manager has been extremely frustrating and completely unprofessional. have called over and over and have never once spoken to the office manager, she has never been in the office or available. This fact is astounding. I believe I am obviously being avoided and this is no way to run a business. 

  
  Sincerely,
  
  ***************************

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