Northern Westchester Hospital's Online Review Report Card

My recent visit to the Northern Westchester Hospital emergency room, under the care of Dr. Lorenzo Connie, DO and the attending nursing staff, was nothing short of distressing. I experienced a complete disregard for my wellbeing, blatant unprofessionalism, and mistreatment, violating the essence of patient care and the very principles of the Patient Bill of Rights. Dr. Connie Lorenzo, DO and the staff not only mismanaged my condition but also downplayed my pain, failing to record my complaints adequately. A hospital should be a place where patients feel heard and safe; however, the exact opposite happened to me. I was deeply disturbed to overhear the nursing staff laughing about my pain concerns in the hallway, referring to me as "crazy," and discussing my condition in a derisive manner in full hearing range of other patients. I pride myself on being an informed patient, and I had reservations about a specific test they wanted to perform on me. The medical evidence indicated that this test would only exacerbate my condition. I expected understanding, but my concerns were not only dismissed, but I was also denied a safer alternative. Instead of receiving compassionate care, I was met with mockery. Dr. Connie Lorenzo, DO and her staff made fun of my pain, resorting to name-calling. To add insult to injury, they called security to escort me out of the ER in the midst of debilitating pain. To my astonishment, upon reviewing my discharge papers, there was no mention of my primary complaint. It listed an unrelated minor condition that was not the reason I sought emergency care in the first place, as referred by my primary doctor and specialist. Out of sheer necessity and in agony, I had to rush to another hospital where, thankfully, I received the appropriate pain management and care I desperately needed and I have all the appropriate paperwork to prove that. I am appalled at the number of times the Patient Bill of Rights was violated in just one visit. I hope that nobody else ever has to endure such a traumatizing experience. I expected professionalism, understanding, and care but was met with ridicule, dismissal, and a staggering lack of compassion. The behavior displayed by Dr. Connie Lorenzo, DO and the nursing staff was not just unprofessional; it was cruel.

The behavioral health staff seemed well-meaning but ill-trained, ill-informed, inconsistent, incomplete.

I just called to ask if my husband had been taken there by 911 and they hang up on me after I asked and the said no. No goodbye no nothing!! Terrible!

On July 30 , I was admitted with a cardiac problem. From the moment I arrived, the care I received was outstanding - everyone was so caring and extremely competent. I met my cardiologist, Dr. Rashid who put two stents in my heart the next day. Words cannot describe what a great doctor he is. His low key manner allowed me to stay calm during the procedure. His team attended to my every need. I am not from the area , and I feel blessed and very grateful to have been cared for at Northern Westchester. Thanks again to all the nurses and staff. Truly, a great hospital .

Disgraceful, Shameful! The following happened not so long ago: I had a Serious and Painful problem: I went to the Northern Westchester ER (instead of Putnam Hospital Center) because they told me over the phone that unlike Putnam Hospital Center, that they currently had an ENT (Ear, Nose and Throat) doctor either on-duty, or on-call. First, I had to wait forever, after I was in the ER. The ER doctor was dismissive, acted like I was wasting her time; and missed a Huge and easy diagnosis (a Cyst on my eardrum!), The doctor I later went to (after suffering immensely), who was not affiliated with Northern Westchester, could Not Believe that the ER doctor could not see it! They then tried to give me the bum's rush (as if I was a faker or hypochondriac wasting the doctor and staff's time). I was in so much pain, I could barely think, I was under the impression that the ENT specialist was either going to come in, in a little while, or that I was going to see him at a specific time in a nearby office or hospital annex - for example: across the street (at Route 117 and Route 172 in Mount Kisco). The ER doctor had told me the name (verbally, not written down) of an ENT it later turned out I could possibly make an appointment with (days later or the following week). Later on, it turned out here was no answer at his office, just a recording and a full voicemail box. The doctor's complete name wasn't on my discharge papers, it was like "Dr. Smith"; so I was confused; Once I went back to the lobby, and asked for the doctor's full name to be written down for me, (and at what time he would see me I presumed), they went back to the ER doctor. When the staff member returned from the doctor, I started to be treated like a joke, the main security guard mocked me (and put on a sarcastic 'comedy bit' in front of an audience of 'nurses/assistants'), some of whom laughed along at me for expecting the ENT to either show up at the hospital, or an annex, or be at waiting to see me at a nearby office. The "Skit" went something like this: "Ha Ha Ha- Let me explain to you how a hospital works!... Ha Ha.. Doctors don't just hang out here, they have something you may have heard of... it's called private practices; you have to call them and make make an appointment, they don't come here Ha Ha Ha!". When I wanted a second opinion, or to speak with the patient advocate (the Ombudsman), and an administrator, they acted like I was a criminal and told me I have to leave and can't go back and speak to anybody else. They went into "Cover-Your-Butt" gatekeeper mode, afraid they might be exposed for being rude, incompetent, mocking me, and being unprofessional (and that the doctor who dismissed me might be wrong). The head-gatekeeper (the sarcastic frustrated failed comedian/security guard and some of the 'nurses' or 'administrative assistants' refused to contact the Ombudsman, any administrator, or a supervisor in the ER so I could get a second opinion, or at least have someone arrange for me to see a nearby affiliated ENT sometime that day. Not only did they refuse, they told me to leave the hospital or I would be considered trespassing. I threatened, and almost did call, 911 and report them for refusing to let me either speak to someone in charge, or to be seen for a second opinion by a non-lazy and incompetent ER doctor. Anyway, the office of the ENT whose number they gave was closed, with no way to reach them. I miraculously got through to an ENT group near White Plains, NY about 25-30 miles away (that I didn't know about until then); they told me to come in ASAP, and the doctor even said she would wait a bit longer to see me if I couldn't get there by 5:00pm! She diagnosed the eardrum cyst immediately, she asked if the ER doctor used a little air vacuum to clear debris on the ear drum, I told her "no". She was surprised by that, and also added, "even without using the little device to blow away any debris, I can't believe that the doctor could miss the cyst". I also needed to be prescribed special antibiotic (Cipro) ear drops, which helped immensely.

Taking my 96 year old mother to the ER for a GI bleed. This was a hard decision, we didn’t want her to suffer, and also didn’t want to put her through painful difficult tests and procedures. Somehow found the balance and the staff was so caring and helpful. The nurses and doctors were outstanding and so kind. The nurses on 6 w also gave her a sweet gift bag on her 96th birthday!

The wait to be seen by a doctor is longer than the exam. The doctor spends 30 seconds with the patient to repeat exactly what the PA just explained. I guess it’s all about the billing

Clean and organized

The ER nurses and doctors were so kind and helpful when I had to come here.

Excelente hospital lo recomiendo a ojos cerrados