1 /5 Griffin Hanks: Complaint letter filed 12/18/24:
I am writing to formally address my recent experience at your ER facility located off Hwy 90 and Murphy Rd. Unfortunately, I found the level of customer service provided by Chris S (duty nurse) to be unprofessional and unhelpful, leaving me deeply dissatisfied and disappointed.
On 12/17/24, I visited your facility expecting the compassionate and respectful care that urgent care centers are known for. A kindergarten student in FBISD was having a severe allergic reaction and needed immediate medical attention. He was rush to the ER immediately. However, I was met with rudeness and a lack of courtesy from your staff member. Specifically, refusing services requested (EpiPen), treating the child in desperate need of medical attention as less than worthy, “the nurse dismissed the child’s comfort level and best interests – advising to wait and see what happens,” Chris S(nurse) was short-tempered and unprofessional-raising his voice at 6 year old child by telling him he better not move and he needs to be still when finally after 30 mins of waiting... an injection to stop the itching,swelling and huge nodules growing on his little body,” making the experience unnecessarily stressful”.
As someone who relies on an ER for timely assistance, this type of behavior is unacceptable. Patients who visit your facility are often experiencing health issues and require understanding and empathy. The dismissive attitude of the nurse, Chris S that I encountered, undermines the purpose of HCA services and reflects poorly on this establishment.
I strongly urge this matter be addressed by providing Chris S with additional training in customer service and patient care, additionally, and contact the parent for a formal apology for mistreatment. Simple courtesy, active listening, and professional communication can go a long way in improving patient experiences and maintaining your facility’s reputation.
Sincerely,
An unsatisfied teacher, parent and community child advocate
