Wolfson Children's Emergency Room - Town Center

I am writing to share feedback regarding two recent visits to your ER with my son, as the difference in care we received was extremely concerning. During our visit last Tuesday, we experienced exceptional care. From the moment we walked in, we were greeted warmly. The nurse introduced herself, showed patience, and was very kind and engaging with my son. She clearly communicated each step, guiding him through checking his temperature, weight, and height in a way that made him feel comfortable. While waiting for results, the staff continued to be attentive. Multiple nurses acknowledged us, smiled, and interacted with my son. One nurse even offered him a toy and took the time to help keep him calm and distracted. That level of compassion made a stressful situation much easier, and I left feeling extremely grateful and reassured. Unfortunately, our visit today was the complete opposite. After checking in, the nurse who called us back did not introduce herself. Instead, she repeatedly said “8/16/23,” which I later realized was her way of asking for my son’s date of birth. This was confusing and unprofessional, as there was no clear or respectful communication. Throughout the interaction, she provided little to no verbal instruction. When checking my son’s weight, she stood in front of him without explanation, then motioned for him to get on the scale. For his height, she simply pointed instead of speaking. She then walked off toward the room without telling us to follow, leaving us to figure it out on our own. Inside the room, she asked my two-year-old to get onto a high bed without acknowledging that he needed assistance. Overall, her demeanor was cold, impersonal, and lacked the basic level of care and communication we experienced previously. Additionally, when the doctor came in, I was told there was “no point” in fully checking him because regardless of the outcome, I would be advised to give him Tylenol. This felt dismissive and did not provide reassurance as a concerned parent. At discharge, there was again a lack of communication. We were handed paperwork with minimal explanation and asked to sign forms without proper guidance. No one ensured we understood the next steps. I also did not initially receive the required documentation for my son’s daycare and had to return to request it. What was most upsetting was observing a noticeable difference in how this same nurse treated another patient. She greeted that individual warmly, introduced herself, and displayed a level of kindness and attentiveness that we did not receive. As a result, I left feeling deeply uncomfortable and concerned that we may have been treated differently based on appearance. I have consistently chosen this ER for my son because of the excellent care we have received in the past. However, this experience left me feeling that we were treated as just a number rather than as patients deserving of compassion and respect—especially during a stressful time when my child was unwell.

I bring my daughter here ALL the time- she has Asthma so our trips to the ER are far more often then I’d like. Although they are always incredible, tonight was so amazing to me. As soon as I walked into the hospital, the receptionist had barely got my name when I was greeted by one of the doctors that recognized us and came over to see what was going on with my girl, because it is asthma she always gets in quickly but tonight, he took us back immediately and got started. The genuine care in the DR, the respiratory nurse and the nurse was just breathtaking. I have a 2 year old, she doesn’t like medicine and she freaks out over doctor visits, they are so calm and gentle with her. They don’t get frustrated they take their time with these kids and I’m so grateful ☺️ I never go to the hospital, always to this ER because I adore them so much! You can trust your babies with them, I promise you!

This was the worse experience ever. Took my 16 year old who hasn’t been able to eat in 3 days due to her jaw locking and immense pain. The doctor came in said it could be tmj said he would give steroids and left. When I said she needs an mri or something to help he said can’t do they don’t have one. Maybe go down town. Granted he didn’t speak English well and wouldn’t listen to our concerns. Then when he heard I was upset he just offered more pain meds. The nurse the. Came in after her break with immense attitude and said Wilson’s downtown won’t do an mri they don’t do that. When I told her I talks to head of pediatrics and they said they would she said good luck cause they won’t. This hospital for children is a joke. The nurse only cares about a pay check not the patient and the doctor we waited 2 hrs which is fine but he was in their less then one minute I timed it. Why are we paying them all this money for nothing. They suck

I had to visit the Town Center Wolfson’s ER this evening after my 9 year old daughter broke her arm during her gymnastics class. She was seen by Dr. Issa Hanna who was absolutely amazing, very kind, knowledgeable, compassionate and caring. He examined her as soon as we got in and ordered her X-Ray which was done pretty quick, he explained everything to me very clearly and was super professional. The nurses, the X-Ray techs, and the tech who did her splint were all very kind and professional. I would like to thank them all for making the experience very pleasant despite the tough situation we went through.