My family physician is part of the Cleveland Clinic, and unfortunately, our experience on May…read more29-30, 2026, was one of the most frustrating and disappointing healthcare experiences we have ever encountered.
On May 29, we visited Urgent Care at 8:00 AM after I secured an appointment at midnight. My husband was experiencing severe pain and was unable to defecate. Urgent Care provided a referral for a gastroenterologist, only for us to be informed that his insurance required a referral directly from his primary care physician. We then went to our doctor's office around 11:00 AM, hoping to get assistance without an appointment, given the circumstances. We were told it could take 24-48 hours to obtain either a referral or an appointment, despite my husband's worsening condition.
Concerned about his pain, we proceeded to the Cleveland Clinic Emergency Room and arrived around 11:30 AM. A practitioner evaluated him and stated that his condition was beyond her expertise. He was placed in a room, and we were informed that he would need a CT scan. A staff member brought him two bottles of Omnipaque and told us it would take approximately two to three hours before the scan could be performed.
After waiting more than three hours without any updates, I contacted the nursing staff around 3:00 PM to ask what was happening. We had not seen a physician, received any meaningful updates, or been checked on regarding the next steps in his care. We were then told that the CT scan would not take place until 4:00 PM. Had we been given accurate information from the beginning, we could have managed our expectations accordingly.
Following the imaging, we were informed that something had been identified near his kidney. He was moved to a private room, and we were led to believe additional testing, including an MRI and further evaluation, would help determine the cause of his symptoms. However, despite the scans and extended stay, the primary issue that brought us to the hospital--his severe rectal pain and inability to pass stool--still did not appear to be adequately addressed. The only treatment he seemed to receive was the same pain medication injection.
On May 30, my husband was informed that he would be seen by a neurologist, but no timeframe was provided. I stopped by the hospital around 8:00 AM before going to work and requested an update from the nurse. She stated that surgery might be needed, but no one seemed certain. Later, a staff member named Liz discussed discharge planning and asked whether my husband would need assistance at home. I explained that I would be available to care for him.
When I returned after work at approximately 4:50 PM, there was still no clear plan of care. My husband had spent most of the day waiting and had not been provided food because of the anticipated neurological evaluation. While I understand testing sometimes requires dietary restrictions, the lack of communication and uncertainty throughout the day was extremely frustrating.
After repeatedly asking for updates, we were eventually told that the physician had decided no further intervention was necessary. This was shocking, considering my husband remained in significant pain and the original rectal issue had not been resolved. In the end, we left the hospital in essentially the same condition as when we arrived.
Upon discharge, several doctors provided their office contact information and encouraged my husband to follow up with them directly if he needed further assistance. After nearly two days of waiting, testing, and uncertainty, the only treatment he was sent home with was a cream and pain medication. Unfortunately, the pain medication created additional discomfort by making it difficult for him to urinate.
Our primary care physician eventually reached out through the patient portal and offered an appointment. On Monday, June 1, 2026, we called to schedule and were initially given an appointment date of July 23, despite the ongoing pain and unresolved symptoms. I requested that we be notified if any cancellations became available. Thankfully, the following day we received a call offering an earlier appointment on June 11. While I appreciate that effort, it highlighted how difficult it can be for patients to obtain timely follow-up care when they are actively suffering.
What was most upsetting was not simply the wait time but the lack of communication, consistency, and urgency regarding a patient who was clearly suffering. Some staff members demonstrated compassion, professionalism, and genuine care. Others appeared indifferent, as though patients were simply another task to get through during their shift.
Additionally, the restroom facilities available to patients were not maintained to an acceptable standard of cleanliness, which only added to an already stressful experience.
We paid a $300 copay and left feeling that compassion and patient-centered care were largely absent from this experience.
