This is my first negative review. I prefer to take my issues up directly with a business and I did try to resolve my concerns privately with this provider. I want to warn others that Aloe Urgent Care has provided me with more than one negative interaction. They did not respect my child, there was no compassion shown for a sick kid. The staff's time was more valuable than providing clear communication and treatment for the patient they accepted. I felt like a payday first and a patient last.
If you try to question something or advocate for yourself, prepare for FNP-C / Owner, W. Carl Caplin, to lose his temper. I called to discuss my bad experience and question a charge on my bill as I was NOT informed they were running this test during our visit, and I was NOT informed of results during the visit or any time after. I was told they probably had to do this test for "insurance reasons" but they could not verify that. Carl got on the phone with me, lied about disclosing the test and berated me because my daughter got ill and they had to clean the bathroom after. I agree it is unfortunate, and I cannot think of a better place to deal with bodily fluids than an urgent care. To be fair, the waiting area is beautiful.
I called Aloe Urgent Care to make sure there was time for treatment and was told yes if we arrived by 7:45 pm. We arrived at 7:32, according to google maps history. Once we were in a patient room, my daughter passed out and vomited all over. I was surprised they did not move us into a clean room but instead cleaned the floor with paper towels. I felt bad and helped the staff clean the vomit off the floor and chairs. I asked if I could rinse my daughter's blanket or shoes off in the sink and was told No. She was given some juice by the aid and she barfed that up not long after, thankfully into a barf bag! Carl saw this and told my daughter, "Yeah, it was dumb to drink that.". We thought it was strange that this nurse criticized a patient for ingesting something provided by his staff. She passed out a second time while using the bathroom. I began requesting IV fluids because as her mom I know that makes a huge difference in recovery for this kid- which is why that was one of the items I called to check on before coming in. I was told they could not start an IV with fluids since it was too late, they were closing. I pleaded with the staff and reminded them I called before we came to this facility. I told them I was nervous to make it through the night alone with my sick child as we were new in town and FNP-C / Owner, W. Carl Caplin, was unmoved. He told us we could come back in the morning or go to the ER if she really needed fluids. My daughter asked Carl how she'd know if she needed to go to the ER. He snorted and very sarcastically told her, "You just KNOW.". I could not get my daughter to go back the next day because she was upset at how she had been made to feel dumb for asking for education on symptoms that might warrant immediate care.
I called ahead and explained exactly the diagnostic and care that would make the trip worth it for me and verified that they would provide treatment at the time of our arrival. I truly don't know what other actions I could have taken to avoid the appalling situation that occurred. Some statements on their website that prompted me to take my child to be seen at Aloe Urgent Care include: "without sacrificing compassion or clear communication"
"answer any additional questions you have about billing or diagnosis."
"Patient-centered experience that leaves our patients feeling heard, cared for, and most importantly, valued."
"We will approach your care with respect to you as a whole-person... Our staff promises to respect your time and autonomy, listen closely to your story, and provide thorough and efficient care."
FNPC-C / Owner, W. Carl Caplin, failed miserably to live up to the standards they set when creating Aloe Urgent Care's objectives and I cannot recommend this place. read more
