Rob V.
Yelp
My experience at the Banner Estrella Hopostal which is off 101 and Thomas Road.
I went in early Christmas day with severe pain. For most of the first day, my experience was pretty good. Maybe a snotty comment from a nurse ("you must have weak pain tolerance"--before she knew the complications I had), but nothing to worry about.
On the second day, 12/26, after surgery, I was in pain and asked for pain medicine which I knew was on my prescription regimen. I asked four nurses in my room just before 7 AM to get it. All 4 of them assured me they were going straight to get it. None of the four returned until after the pain had started to spiral around 10 AM. Say:do ratio is important as a nurse on a surgery ops floor.
The next day I was moved to the oncology floor, where they only had toilets in children's size. Well, maybe not officially, but they did have a booster seat that was too small to fit a grown man's stuff through. They didn't have urinal cups to catch it, so I had to throw paper towels all over the bathroom floor whenever I had to relieve myself. I didn't see the cleaning crew until Thursday, though the CNA usually picked this up for me.
On Tuesday night, I told three nurses I was overmedicated and didn't feel like I could get up. None of them did anything about it, though one of them retorted, "you'd feel better if you walked more"--I had walked 4x during the day, and I know few people like exercise at 2 AM. Not sure how that response was logical, empathetic, or much beyond a non sequitur statement.
The next day I had a nurse named Joanna (Wednesday only). Neil, the LPN, assisted her. Neil had been there the day before and was positive, upbeat, and helpful, but Joanna elevated him and the rest of the floor to a new level. She recognized that I couldn't have a bowel movement due to the toilet situation and brought in a temporary toilet. Joanna helped me formulate questions I needed to ask the doctor about medications. She also gave me enough pros/cons to allow me to decline others in an educated way. The entire staff was more attentive when Joanna was there, and I made a point to thank her boss for her all-star work. I would not have been ready for release nearly as soon if it weren't for her. A good nurse can speed healing and make all the other support staff significantly more effective.
However, on Wednesday night Joanna was relieved by Abdul. I recognized him for his award on the wall as a decorated nurse. Unfortunately, his actions did not show it. When I pooped that night, it was taken from the temporary toilet, thrown on the shower floor, and hosed down the drain instead of in the regular toilet where the poop could have been flushed. If you have ever been around poop that has been hosed down, you know the room's smell. Abdul did not replace the basin, so that I couldn't use it again. Additionally, some poop liquid got in the main room as well! It was then I noticed that there were bunches of hairs in my bed from some other human. While someone could have placed the hair clump there when I was out on walks, Occam's razor would suggest much more likely from a prior patient.
I complained about the restroom between 4 and 5 AM--it was not until I had texted the CEO's office at 10 AM did things start to move, and the day shift nurse (Neil) cleaned the restroom! Where was the cleaning crew? Well, they rolled in 20 minutes later and did a little work with a mop; the first time I had seen them doing anything beyond rubbish bin duty all week. While waiting for the bathroom to be cleaned, holding my poop in, I called the billing team to make sure they had my insurance information squared away. They did have my insurance and quoted me a total that I believe to be above my deductible total for the year. I said I wanted to see the detailed bill, and they assured me I could not be released without paying. Eventually, I hung up the phone on them as their tactics were akin to an unscrupulous and aggressive collections agency. Given what happened, I am sure there will be more than one error to find on that itemized bill!
After waiting another 4+ hours to be discharged, I got wheeled to the discharge lounge. There Tom was short with me when I wanted to read what I was going to sign and gave me factually incorrect information about the pharmacy. He said they could shift it to Walgreens near my house, but after five more calls, I learned this was not true since it had already been fulfilled without my knowledge at the hospital. He also said I had to walk down the long hallway since they were out of wheelchairs. While this might have been true, I don't understand how there were no wheelchairs when I was the only person in discharge. The labor shortage is one thing (Tom had someone else in discharge with him), but a wheelchair shortage?
My impression is that Banner Estrella hospital is not sanitary or well-run. I hope the right people will see this review and take action. Additional photos are available.
