I was here on 3/28/26. I had a deeply upsetting and traumatic experience at this urgent care, and I…read morefeel it's important to share.
I called ahead to ask a simple question about whether they accept Medicaid. The woman who answered (she later identified herself as Cynthia) acted like she couldn't hear me, even though I could clearly hear background noise. It sounded like I was on speaker while she was far away from the phone. When I tried to confirm she was there, she hung up on me.
I called back and identified myself. Her voice was at the phone where I could hear her when she placed me on hold for several minutes, and then it seemed like my call was never actually being handled, I hung up and called back and greeted again like a new caller and her voice was at the phone where I could hear her, again. When I explained that this felt unprofessional, my concerns were dismissed.
When I arrived in person, I was met by the nurse practitioner and said the lady on the phone was mean, do you know her name? She said she didn't want to get involved and I can't remember if I said that was unprofessional or whatever but I was just frustrated in pain.Cynthia finally comes and I asked her name. Cynthia denied the situation, even though she had previously stated that calls are recorded. When I asked about that, she became defensive. I made it clear I didn't want to argue and even apologized to the doctor for any tension, said I am in a lot of pain, and she says but what about her, pointing to Cynthia. I said about? And Cynthia said for saying you couldn't hear me on the phone and that I was unprofessional and mean on the phone. I said no you were at wrong. They would have taken me in had I apologized to Cynthia, but I'd lose all integrity and respect for myself. Cynthia explained she's not comfortable because she has to do my vitals and I didn't know that, if you're the na, why are you also a secretary? Someone other than you should work the front desk because apparently it's overlong these nurses and nas and an na is NOT customer service, so now I know and understand why she acted a like that. Cynthia and I had some back and forth because she said she's loved here, I'm sure but the customers? She said they love me to. I think I said okay Idk, it was stressing me out because I'm not used to confrontation, but I am not going to allow someone to ever bully me, whether you're a secretary or an na. NAs don't have excuses to treat people like their garbage or play around on the phone like she did with me. It was dead when I walked in there.
Anyways at that point, I was told that they had spoken to management by phone, and management agreed that I should leave, without ever hearing my side of what happened. As a patient who came in seeking care and in significant pain, that was extremely frustrating and unfair.
The doctor asked if I drove a car, I said no, safe ride brought me here, I'll call em, and immediately felt like crying but held my composure as I dialed safe ride and got on the phone with them, I put it on speaker phone so they knew I was setting up a ride. They disappeared and no less than 30 seconds cops come inside.
Despite trying to arrange transportation, the cop told me to get off the phone with saferide. They even identified themselves to the officers but he insisted. I was told I was "banned for life" from the facility. Staff told police that I was being aggressive and refusing to leave, which is not true. I was on the phone arranging a ride and trying to manage my condition.
I was ultimately escorted off the property and taken to the ER by police while in severe pain. This experience was humiliating, stressful, and completely avoidable.
Patients deserve to be treated with respect, especially when they are sick or in pain. What happened here reflects a serious lack of professionalism and compassion at the front desk level, and it directly impacted my ability to receive care.
I strongly encourage management to review their recorded calls and take a closer look at how this situation was handled.
