I am in utter disbelief. Given the severity of their behavior, I urge future patients to exercise…read morecaution when considering treatment at this place. It is important that people feel safe and respected, particularly when seeking care for pain and trauma. Despite what the name suggests, this place is not that. Both Arcy Lopez and Monica McKinny - staff members of SEVA - should be reprimanded, as it is evident that their training has failed them, resulting in a failure to uphold the standards expected in a healthcare setting. Common sense and basic manners should not have to be demanded; they should be intrinsic to the patient care experience. Their actions jeopardize the well-being of patients who seek help and compassion during vulnerable times.
As a first-time patient seeking pain management following a motor vehicle accident, I entered the SEVA facility with hope for compassionate care. Regrettably, my experience was marred by unprofessional conduct that left me feeling disrespected, unsupported, and also raised serious concerns about safety and patient care.
Upon arrival, I was asked to sign paperwork by the receptionist. When I approached the front desk to clarify some legal statements in the documents, I was given incorrect information. My younger sister intervened, pointing out that the paperwork contradicted the staff member's response. She asked us to hold on and grabbed another staff member, Arcy Lopez.
I was asking specific questions regarding the document which she entirely disregarded. Her explanations contradicted what was written on the form and when I asked for further clarification, she dismissed my questions and responded with annoyance and a smirk. I expressed my hesitation about signing the paperwork, stating I did not feel comfortable doing so without their explanation of the clauses, especially given a past personal experience with a similar facility. Instead of addressing my concerns or explaining the document thoroughly, Lopez told me that if I did not sign immediately, the doctor would not see me - an appointment I was already scheduled for. She told me to leave and go talk to my lawyer if I had a problem. I said I could not sign the form. Lopez proceeded to scoff, took my paperwork, said 'ok' in a dismissive tone, and walked away, further escalating an already tense situation.
Minutes later, we realized that my driver's license had not been returned. When we walked back in and approached the front desk to retrieve it, I informed the staff that I needed my ID back. After receiving my license, my sister calmly addressed the disrespectful behavior we had encountered, emphasizing that no patient should be treated in such a manner. Instead of acknowledging my sister's concerns, Lopez returned to the front desk from a back room, with a defensive attitude, denying any wrongdoing.
In a threatening tone, she stated, "the doctor is speaking with your attorney right now," as if to intimidate us for asking questions and advocating for ourselves. This behavior was not only unprofessional but also created a sense of hostility and discomfort, breaching the expected safety within a healthcare environment - especially when vocalized by a patient. This was relayed to her by my younger sister, who was on the verge of tears. Rather than addressing our concerns or simply apologizing, Lopez responded with annoyance and a threatening smirk once again.
The situation reached its peak when Lopez proceeded to SLAM the front desk window in our faces when we asked for her name and then yelled 'whatever' and walked away again.The loud bang from the slamming of the window, inches away from our faces, startled the both of us and exacerbated my physical pain, causing me to shake and increased chest pain. This also shook my younger sister. This behavior was utterly unacceptable and indicative of a broader issue with the treatment of patients at this institute.
When another staff member, Monica Mckinny, insisted that nothing wrong had occurred, it became clear that there was a troubling lack of accountability and professionalism. No staff member offered apologies, until it was pointed out to Monica in a frustrated tone after experiencing the obnoxious and threatening slam of the window, upon which she still insisted her coworker had done no wrong. My sister, once again, tried to explain to the front desk staff that patients who arrive at this institute are already dealing with pain and trauma, and instead of being compassionate towards that, as medical professionals should, all the staff we encountered did the exact opposite. And in fact, increased my pain and trauma - so I ended up recording of a portion of the dialogue. Their behavior was so unwarranted and damaging.
Healthcare is fundamentally a service industry, and while I understand that staff may face pressures, this was highly inappropriate and unacceptable. I never even got to walk into the room to see the doctor.