If I could give this hospital zero stars, I would. I honestly don't know who is managing the place. While the medical service itself was excellent, the way security operates is deeply concerning--they seem to have more authority than the hospital's own CEO, Kerry Heinrich.
Upon admission, we were provided with the hospital's rules and policies, signed all the paperwork, and clearly understood the disclaimers (e.g., personal responsibility for belongings, falls, etc.). After our baby was born, everything went well until the second night. I had to leave for work and asked my mother to stay with my wife and the baby. At that point, security--specifically the third-party company Allied Universal--insisted that I was not allowed to leave because, as the father, it was "hospital policy" that I remain onsite.
When I asked to see this policy in writing, both the supervisor, Chris, and another security officer, Emanuel, refused to provide any documentation. They simply repeated that this was a "private hospital with private policies." This was never part of the paperwork we signed nor anything disclosed upfront.
The situation escalated when a security officer, who claimed to have created this rule, became upset and she started crying after I challenged her about it. Emanuel later accused me of insulting her, but my frustration came only from being denied transparency about a supposed policy that does not exist in writing.
Mr. Heinrich, if you wish to maintain this hospital's reputation, I strongly urge you to review the conduct of your contracted security company. As it stands, they appear to exercise unchecked authority that undermines both patient experience and trust in hospital leadership.
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