Fresenius Medical Care - Customer Care Review
.My grandmother is a patient at Feresenius Dialysis in Wilkes-Barre Pennsylvania.I have experienced nothing but problems at the clinic.
My grandmother is prescribed to Lasix, so naturally she'll have to use the bathroom. Sometimes she has to use the bathroom a few times, too. She literally can't help that she has to go. One or two of the nurses and a few techs are wonderful.
They never give her a problem. Then you have the ones that seem to not like the idea that she has to use the bathroom. They even go as far as to make her wait for extended periods of time until she actually almost goes in her pants. Its pretty sad when your 76 year old grandmother calls you crying because the staff at the clinic that's supposed to be taking care of you with compassion refuses to do so.
I understand that there's more one patient at the clinic. I understand that the techs or nurses can't run right over and tend to her. But, there is absolutely no reason whatsoever to make her wait 10 minutes or longer. Especially when there is 4 or more techs and nurses standing at the desk babbling on.
With my grandmother going to the bathroom once nor more time during her session, she has repeatedly been taking off her treatment early a number of times. Once I can understand. Twice or more, and then the amount of time that she's been taken off treatment early; 15 minutes or more is ridiculous. Its uncalled for.
I consistently hear them tell patients about the repercussions and issues of leaving treatments early, and then they go and do the same to her. A few times citing that they need the chairs for other patients. Spare me the excuse, as I've seen empty chairs for hours. After being consistently taken off treatments early for a few weeks, while at home and developed a horrid cough and was short of breath; more so than than usual.
Her symptoms had gotten so bad that she could barely walk a few feet without being completely exasperated. It took over a half hour before she could breath normally again. This eventually led her to calling an ambulance. She ended up in the hospital for 7 days for a severe fluid overload.
The next day in the hospital they did in house dialysis there. She was so loaded with fluid that she had 4 consecutive days of dialysis. They had taken off 4 kilos the first day, 3 kilos the next two days, and then finally 2 the final day. All while she was prescribed a heavy dose of intravenous Lasix to help with the fluid.
While in the hospital, a few nurses and doctors there had asked me if I knew why she was so loaded with fluid. If she had been following her 32oz fluid limit. Which she had. We are very strict with that while she’s home.
I had informed them what had been happening with her being taken off early from her treatment so many times. The conclusion was formed that that situation had led to severe exasperation and the fluid over load. She was schedule for her normal tuesday treatment in two days at her outpatient clinic. I am the only person that's available to take her other family members don't have a flexible work schedule like I do.
On Tuesday morning we had arrived 15 minutes late to her normal scheduled time. I drive over the road at night and had been held up. During this treatment she had not got off once to go to the bathroom. Even though she had to go, she held it in for three hours and forty-five minutes.
I say three hours and forty-five minutes because the tech had come over and started taking her off with 15 minutes still left on the machine. He had stated that were were 15 minutes late, and they needed the chair for someone else. Meanwhile, there was a slew of other empty chairs, and a empty room with a machine. For some reason, they had only taken off 1.2 kilos off her during this treatment.
I was informing the nurse what had happened, the conclusion that had been formed to as why she was in the hospital and loaded with so much fluid, and he had abruptly come off and said something along the lines of ‘....we can't take that much off her, he's always going to the bathroom. The bathroom breaks need to stop.’ I bit my tongue, I'm the person you want to *** off, especially when it pertains to my grandmother's well being and health. I left it go. We came back twice more to her next to scheduled treatments.
She hadn't use the bathroom at all, and again the minimum amount of fluid was taken off. Somewhere in the middle of the two previous treatments she had developed a horrid cough and the exasperation had come back with and without activity. Again, she was unable to breath well and ended up calling an ambulance and going back to the hospital only a week after her first stay there. After a day, they realized that she had yet another fluid overload and her lungs sounded like they were loaded with fluid.
The next day they ended up taking 6 kilos of fluid off. And then 2.2 two days later. I was informed by the doctor there that her dry weight was lowered. It came down to her weight not being correct at the outpatient dialysis clinic.
That accompanied with her being removed from treatments early led to the second hospital stay hospital stay. Excuse my lengthy rant, but on to the second part. I had made friends with a gentlemen there who spoke with my grandmother and kept her busy when I wasn't there. Usually after dropping my grandmother off, I would and get her her ‘morning coffee,’ and a *** to eat for breakfast.
This man, also a patient had asked me if when I was out, if I could grab him a sandwich. I had no problem with this. He told me hated the food they had been feeding him where he was staying and doesn't eat it. For weeks without a problem I had gotten him his food.
One day, one of the nurses that is very down-to-Earth had informed me that he had the flu. That I shouldn't be getting him food. And some sort of infection protocol I was breaking. Ok.
She had also told me that my name had been coming up with other techs and nurses. I assume because I get him and my grandmother food, and that it may pass infection. What my problem is, is that if they're so worried about outside infection from me coming in and out, why are they not concerned with themselves passing infection? I know that infection can be a serious problem with dialysis patients.
Shouldn't the nurses and techs when hooking people up to the dialysis machine always have a facemask, gloves and a sterile gown on? Shouldn't the door from the waiting room into the actual treatment floor always be closed? I couldn't even begin to tell you how many times I have see a tech or a nurse not wear the gown or facemask while reversing my grandmother's lines. Wouldn't not wearing a gown be a way for infection to travel into her line and possibly through her system?
I've withheld with this complaint for sometime now. But it's gotten to the point where it’s unbearable to hold in anymore. I've also had many conversations with other patients family members concerning their family members that are also patients there. They've expressed some of the same problems and negligence that goes on with that staff at this clinic.
I do understand that it may be a hard job.
But, if you can't do your job to the fullest, don't be in the field.Especially a job that deals with the survival and well-being of that patients that need these service to simply live.
Review about: Fresenius Medical Care Customer Care.
Reason of review: Poor customer service.