Illinois Valley Community Hospital
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feedback about Illinois Valley Community Hospital
My son was taken to the ER via ambulance on 05/26/18. He received sub-par care. He was involved in an incident with his girlfriend which prompted them both to be transported. My son only received a urine test in the 4 hours that he was there. Since we live 2 hours away I requested a specific test be done on him as he was a minor at the time and I was his legal guardian. Needless to say the test that was requested was not done. When I arrived at the ER I found my son sitting near the desk in the ED. I was informed that he had been sitting in the chair there since he arrived, other than going to the restroom to take the urine test. The only time he was admitted to a bay was after my husband and I arrived. I was less than pleased to learn that he had been bitten by another human (did not bite hard enough to make him bleed) and the bite area was not cleaned. I had to ask to have the area cleaned and reminded the staff that the human mouth is one of the dirtiest places on earth. I did not realize that the test I requested was not done until we were in the parking lot at which time I returned to the ER to question why. The response I received was that they do not do that kind of test in the ER and if I wanted that test I should have taken him to the larger hospital. I was also told that the ER was very busy since it was a holiday weekend and there had been multiple motor vehicle accidents. I understand the concept of triage and realize that more serious cases take priority and that my son had to wait his turn. Once it was his turn, he should have been treated with the same standard of care as the patients who were treated before him. Being busy is not an excuse to provide less care to any patient. We saw the doctor for a total of maybe 5 minutes and the nurse cleaned the bite area in just a few minutes. I requested my son's records from this visit and was told that I would have to physically come and pick them up because they don't mail, fax, or email records to the patient. I then requested that they be sent to a provider's office. When I was able to see the records I was angry to find out that the information on the intake department's was completely different than the information on the ED paperwork and contradictory. I was more angry to see that a mha was not performed in the ER at all. I guess it is normal for IVCH patients to sit in the same chair for hours staring at the room that their girlfriend is in. There was no indication in the record that an assessment for mental trauma was performed. I called and spoke with Deb Puetz, RN to discuss my dissatisfaction and question why I should pay for services that were not received or were sub-standard. The response that I received was that the medical record was examined, staff were interviewed, and a physician review was completed. It was determined that the care that was received was appropriate and consistent with current medical practice. According to the letter I received, all of my concerns were addressed and documented in the records. I am not seeing these concerns addressed and signed off by the treating physician. Then I was informed that the ER is not the setting for a specific service that I never requested nor did I imply that I was requesting it. I requested that the hospital refrain from holding me financially responsible for services that were less than adequate. Where can I send a formal written complaint?
I'll just say the the PCP's only concern is to get you tested in this hospital, anything beyond that isn't in their paycheck.
They acted as if we were a bother when we had gotten hit by a truck on the 3rd of July at 10:36 pm. I know next time I will request st Margret’s for me and my family.
Never been treated so poorly.
Just passing through. Stop here for an ER visit, they were very professional, caring, efficient and friendly.
From Triag, registration, ER doctor, CT scan , radiology reading, to the discharge nurse, all by very professional people.