Banner Surgery Center - Thunderbird's Online Review Report Card

In mid January, my little one underwent a myringotomy. My experience up until our pacu time was great. Our procedure changed in the middle. My daughters procedure was changed in the middle of her surgery, an adenoidectomy was added. I was consented and was told prior how things would change as far as anesthesia/recovery. With the added portion of the procedure, my daughter was given an iv during the surgery. The PACU RN told me before I could hug my daughter that it was ok to get her dressed and we could be on our way as she already is pulling out the iv, barely used (75 ccs of LR maybe?) I assessed her more than the nurse did, asking what hurts? Her tummy? Her throat? I asked for ice chips or water which the nurse promptly returned with a cup of water. My daughter is tearful and again can’t verbalize what she’s feeling. The doctor told me oral Tylenol or ibuprofen should be sufficient for any pain control, however, when we asked for some, the RN advises me that the facility “doesn’t carry children’s liquid Tylenol, that they have made some changes in the facility and don’t carry it anymore”. I was appalled. All of a sudden my daughter projectile vomits up the water, mucous, and some blood. Honestly, looks normal to me considering the procedure. But now I’m fuming mad. I never made a scene but I should have!!!! Iv access was taken out too early, my child has pain, and the facility had no meds appropriate for her. Why are they accepting peds cases if they can’t even carry the appropriate medication?!?! And now, she’s vomiting with no iv access to help with pain or nausea because it was taken out too soon! Iv fluids could have been running for a bit longer considering the fact that my daughter was fasting and dehydrated, she never had a proper bolus of fluid beforehand. Yes, she received zofran during the procedure, but again, hydration could have helped a little. I mean…disconnect it, but leave the access to give an anti nausea medication or some form of pain control if needed. GIVE PEOPLE MORE TIME! The next day we received a follow up call. The nurse that called was fine, until I told her I had some feedback for the facility and asked if I could provide that to her. I was informed that I was on speaker phone as well. The nurses attitude quickly switched and in a condescending tone told me verbatim, “ok mom, give me your best shot!” Wow!!!! Beyond inappropriate! I don’t know the name of this particular person, but wow!!!! I kept my composure and proceeded to give my version of our experience. She was quite defensive and questioned me stating, “and what would you suggest ma’am, that we push more zofran?!?!” Kelly RN, the same nurse that did our preop grabbed the phone and told me I was taken off speakerphone and she proceeded to take over the call. I can’t believe there are nurses that are this rude being defensive over another nurses actions. And you’re treating me as if I know nothing (I’m pacu trained, I know a bit more than the average person considering I do the same job!) the whole phone call was absurd! Kelly and I talked about how things could be improved upon like carrying the appropriate medication at the facility and keeping the iv in a bit longer, especially considering my daughter never got a fluid bolus before anesthesia was given (due to the change in the middle of the procedure). Needless to say, preop great, pacu and everything afterwards….awful! Unprofessional, inappropriate, condescending, and cannot even pacu recover patients appropriately. Choose to speak respectfully to patients/their parents and understand that feedback isn’t to be cruel or personal (like this person decided to take it), it’s to benefit the facility and it’s employees to better it’s safety practices/protocols. I have never been spoken to this way by any medical professional ever. Considering this surgery center is run by Atlas and not Banner, they sure are giving Banner a bad name!

I took my 6-month-old son here for a procedure and the staff was exceptional! Ebony checked us in and was so kind and caring. I especially loved that she took the time to stress the importance of opioid safety and how to dispose of it properly and the effects on the environment if it’s not disposed of correctly. So important and no one has ever taken the time to educate me on that! Carol was there for my son post-op and she was really warm and sweet and gentle. I am so grateful my son was in such good hands with every person on the staff.

Wife was brought in for planned surgery. During her surgery the equipment failed and had to be replaced. Hour later they still won’t let me in to see her. Not very family friendly. Rude people work here.

My brother had surgery on Tuesday and GAIL was his nurse in the PACU. I cannot say enough nice things about her. She was loving,  nurturing, funny, informative, detailed.....I could go on and on. She truly made the experience less stressful and even brought me to tears with her kindness. I wish there were more like her. Thank you so much, Gail. You truly are a blessing.

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Had a horrible experience here, I had a cancerous mass taken out of my kidney and the after care was the worst I've ever had!! I was in my room in so much pain I kept calling the nurse and no one would come,  I was screaming in pain and begging them to kill me I was hurting so bad, I ended up having to call my ex mother in law to come and help me.  I even called the front desk and they still wouldn't come in my room.  I told them I wanted to talk to my doctor and they ignored me.  One of the aides were horrible I needed help getting back into bed and she just stood there staring at me,  I asked her for help but she just stood there.  It was the worst thing I've ever experienced,  I've worked in the medical field and never seen such horrible care!!! After my surgery my kids were there wanting an update on me and no one would tell them anything!!

You know you're not going to get great patient care when right off the bat they only care about the money. I had an US done at another location. They found a mass. My doctor sent me here to get a diagnostic mammogram. They wanted to add another ultrasound on even though I told them I just got one. The lady who called me re priced it for me without the US. They wanted me to make the payment over the phone before coming into my appointment. I told her I couldn't do that. Backstory: My 5 year old has an autoimmune disease. It requires specialists and a lot of medication. We just found out insurance doesn't cover her doctors office (the ONLY one in the state of Arizona to treat her disease) and will have to pay out of pocket if it doesn't get an exception. Because of this we're trying to save a little. We also pay about $500 extra a month on top of insurance for her medical. Obviously right now we don't have the extra money to pay for this very inconvenient mass in my breast.Today I go in and they tell me it's $500 plus which is double what the lady on the phone told. She told me that my deductible is $2,500 so it could actually be even more then the $500+ but they won't know until after the procedure. She had to call her manager because I couldn't pay today. She seemed irritated at me and did not care about why I couldn't pay anything today. I understand they want their money and they will get it but not today. I am very nervous about my imaging. I'm scared I have breast cancer. My mom had breast cancer. So for her to not have ANY sympathy is cruel. She told me where to wait but wasn't clear or I didn't understand because I'm very nervous and frustrated at this point and went in the wrong area to wait for 20 minutes. She didn't even come get me. The very nice gentleman at the front desk did. Why was it so hard for her to physically show me where to wait?! Unfortunately we have a banner plan insurance so I get to deal with them for a year. I won't be doing this plan again. What's sad is all it would have taken was a little sympathy and compassion which clearly is lacking.

The level of experience that my family received from this location was stellar. It is the worse experience having to watch a love one go through a difficult time. Spending days and hours at this hospital watching how hard the staff works and how up beat their spirits are helps with healing. This goes beyond the surgeons, nurses and specialty staff. The security, cleaning and a cafeteria staff were beyond friendly. No matter where you were in that hospital on every floor every person had a smile especially Melissa in C.A.R.S and Beth in ICU who are the hardest working individuals I have ever seen in a hospital. Through a difficult time they made the pain go away.

The worst place in Phoenix or any place in the valley to work they treat you real bad

I signed into the desk at 5 minutes to 2   at the surgery center. on March 28..I was there for a mammogram..the secretary was at the front  desk ..,,..and I went to sit down...At 20 minutes to 3...I walked over to the desk and she was way in the back. talking to some co workers......I noticed the slip with my name on it had been removed so she had obviously known I was there and removed it.  i asked her."..So what s going on.".???   She said  Do you have an appointment today..????   I said " Yes I signed in at 5 minutes of 2 and you have already removed the sticker with my name on it ..so you know I m here."..She was on the computer and told me...i will check and see if they are ready for you..  no apology...nothing........When the woman came to register me..I asked her what the hold up was and she was not willing to say anything or apologize either.....I work in the field.......I never leave a patient un attended..If I make a mistake...i will go back to a patient and say   I am confused...Can we go over somthing one more time so I can get my head straight on this..???    This is what needs to happen in the surgery  department If I had not approached the desk...I would still be sitting in the waiting room a day later...i give that secretary a 0  for her performance and the register person a 0 for her performance for not even answering my question or offering an apology........Leaving someone in  the waiting room  sitting there and going in the back  not telling them why you are making them wait is  not acceptable....