I've been to their ER on 2 occasions-this year and two years ago. The service and attention were, for the most part, excellent. If only 1 or 2 out of a crew of 10-12 people involved in my care were just average (personality-wise, not with their work), I think that is not bad at all; the majority were attentive (and friendly). There was a lot of waiting, however, mostly between tests. That would put it to 4 1/2 stars, but that's not an option here.
For the reviewers writing really negative reviews, I don't know what they experienced; I wasn't there, and there is no way to make any comparisons. The ER is not for headaches or for minor issues--yes, I've heard of people using the ER like that, in some situations because they may not have insurance. If you go to the ER with something minor, expect a long stay--at any hospital. Most likely there will be a wait anyway, unless you have an obvious emergency, as a hospital deals with all sorts of situations on any given day. I don't know if any of the people giving these not only low ratings and really unpleasant words might have had some unreasonable expectations.
Consider what the review says. Are there statements of experience, including specific, descriptive details, or are they just generic words? For example, statements like "The nurses were all rude," "No one listened to me," or even "Great hospital!" do not tell me much. They may have had a negative (or positive) experience, but if no details are given, I tend to discount those 'reviews'.
The more info given, chances are the reviewer took more time and effort to think it through. Good or bad, there should be supporting evidence.
There are a lot of people who feel entitled, and there are those who find fault with anything or anyone. Those are not reviews. If the person at the front desk wasn't the friendliest, fine, ask to speak with someone else. I, personally, care more about how the doctors and technicians deal with me; do they listen to my concerns, do they follow all the steps for higiene, for my privacy and safe treatment, etc.? Are they dismissive? Separately, was I, the patient, being proactive? If there was a delay, I would ask.
If you need a blanket or a comfortable chair for a family member, see if you can be accommodated. If something makes you uncomfortable or seems odd, don't sit in silence expecting others to read your mind. Accidents and/or mistakes can and do happen, anywhere.
Perfection does not exist in the man-made world. This hospital's ER was very efficient on the two times I went, though. What's important to me is that what I received was professional, kind, and considerate care. I took down all the names of the people involved in my care-not necessary, of course, but this way if something isn't right, I know who/what to mention.
There was room for improvement, mostly with the waiting--overall, and one of the initial people to see me, but I did not experience any disrespectful or nasty behavior, which is more than I can say about visits to CVS,Target, or the post office, for example. A hospital should be held to higher standards, of course, as well. After my visit two years ago, I went back at a later date to thank the head nurse of that shift.
I've been to five hospitals in the greater Miami area; three were to the ER, one being many years ago, and that was to Jackson. I would have given them a ZERO, if that were possible, if only for the flagrant disregard of one human towards another, especially when distressed, or in pain. South Miami/Baptist is at the other end of the spectrum. I mention this only to give some comparison.