UNC Hospitals Outpatient Center at Eastowne (Rheumatology)

"If it were possible to give a negative star rating, I would not hesitate to do so. My mother had an appalling experience with the customer service at UNC Rheumatology Services. During her visit, the front desk nurses were unhelpful and displayed an appalling level of rudeness that made her feel like she was a burden to them. They were dismissive of her concerns and showed no willingness to assist her in any way. Furthermore, they had my mother's maiden name on their records, even though she had stated her legal name. Despite our attempts to correct the mistake, they asked her to leave the premises without any explanation or justification. All the nurses and receptionists present merely laughed and mocked her, making her feel humiliated and invalidated. This entire experience was incredibly frustrating and demoralizing for both her and me. Their behavior was so outrageous that it reduced my mother to tears. This upsetting experience has left a profoundly negative impression of UNC Rheumatology Services, and I would strongly suggest that others avoid their customer service at all costs. Throughout this ordeal, my mother was inconsolable, and the unprofessional way that the situation was handled only added to her distress. In an unnecessary and inappropriate response, the staff went to the extreme of bringing an escort to see us out, which only served to intimidate and upset her further. To ensure that patients receive the best possible care, it's crucial for healthcare providers to understand that patients come to their facilities in a vulnerable state and should be treated with empathy and respect. The behavior of the staff at UNC Rheumatology Services was unprofessional, unacceptable, and only served to make an already stressful situation worse. Providing training to staff members on how to handle difficult situations, showing empathy, and actively listening to patients' concerns could go a long way in preventing similar situations from occurring in the future. It's essential that healthcare providers create an environment that is conducive to healing and recovery, and that starts with how patients are treated."

"After waiting months to be seen for a scheduled appointment and driving 2 1/2 hours, we show up to find out the appointment was cancelled. We were assured the appointment was good by phone after an accidental automated cancellation, which was not the case. The provider and charge nurse were made aware of the situation and the mishap of their office but we were told by the lady upfront that there was nothing that could be done and they couldn’t see us today. The employee we spoke to just 2 days earlier who assured us the appointment was good and not cancelled in their system made no notes or record of the call. We showed proof of the call on our phone to back up what happened but that didn’t matter because it all comes down to that UNC Medical runs things like any good business does where money comes first not their patients or their well being. No one from the actual office even spoke to us it was just the check in lady. This is what “top notch” medical facilities are run like in the USA! (Note sarcasm.) Completely unacceptable customer service and a lot of the reason UNC hospital is not the recommended medical facility anymore."

"BE READY FOR 2 BILLS. This place charges you twice because they operate out of a "hospital". Therefore your appointment even with insurance will be over $500. Be ready for a rip off and ZERO help. do yourself a favor and go somewhere else."

"To start on a high note, the front desk was always very kind and helpful. The nurses desk was also very attentive. However, I had multiple complaints for this office. When I started my care at this location- at first I was content with how things where being handled. But as time went on, I was very concerned with my treatment. I requested to see a different provider that request was denied and I was told I needed to have a referral to do that. Once a referral was sent over, the request was still denied based on it being a "duplicate" request because I was already seeing one of their doctors. I explained that I was concerned with my care and treatment plan and wished to see someone else. I was told again to get my doctor to send of a request stating why I wished to see someone else. This is silly, there was no need for this to become a personal issue, I just wanted another option. This time, I had three different providers send over documents stating that I wished to see someone else. No communication what so ever on the subject and I was never placed with another provider. I changed locations and the new doctor I am now seeing in fact did have concerns with how my care had previously been handled at this location. If I had not left I could have run into some big problems. Along with this issue, I constantly had to fight to try and get a good nurse to do the IV's some of the nurses are great, and all seemed to have wonderful personalities. However, the skill level was not the same and I am a very fragile case which was noted by both primary care doctor and my psychiatrist. I also had issues early on with being scheduled, then called the same day a few hours before hand to cancel my appoint or no notice at all and I would show up for the appointment (an hour away from my location) I have had multiple issues with billing, where things have been processed funny and insurance has had to call to get things fixed."

"Edit: This was one bad experience so I'm changing the review, but keeping my story up. It was a real thing that happened to me && ppl should be aware. However, I would like to send a huge shoutout to Danielle (my FAV) and the other wonderful nurses at this facility. There is a nurse here who is going to kill someone, and everyone here is going to let her. She LITERALLY made me cry, curse, and scream. I am a whole 30 years old! Let me explain what happened. So there is this nurse (I dont know her name, so she will remain anonymous ... For now), who doesn't know what tf she is doing! ... From what I see the main purpose here is to get an IV in my veins so I can get my iron. Now, I've come here for a few weeks, and I already knew this lady never knew what she was doing bc Ive watched her. However, TODAY, she was my nurse ... Smh. So, she gives me my pre-meds, and sets off to go get the vein finder or xray (whatever you call it) as she does with every patient (like I said, ive watched her). So, she proceeds to search for a vein on my right arm, finds one and sticks. For some reason though, aftef about 5 seconds or so I'm hurting ... So at this point, I tell her it hurts but she doesn't stop ... Then she says "its in there" .. So I'm just like okay ... Oh, but was she wrong ... She proceeded to then try to force Saline Solution through my IV ... WHEN I SAY FIREEEEE ! ... At this point tears have welled up in my eyes ... So, she takes the IV out and is apologizing and trying to rub the knot out of my arm that the Saline Solution created ... So she wants to try the other arm ... So when she walks out I'm thinking like "Somebody else is gonna have to do this" ... She comes back with the finder and attempts to find a vein in my left arm. After about 2 seconds of her having that needle in my left arm im in pain AGAIN ... SO, I firmly ask her to stop, but she continues to fiddle the needle around in my arm. Now, my emotions are in an uproar! I'm crying, screaming, cursing and everything else. A few nurses came to the door even told her to stop ... I LITERALLY HAD TO THREATEN THIS WOMAN TO MAKE HER STOP. I lie to you not I was in a full blown panic attack! ... At this point they are just trying to calm me down ... Which was fine, but I really felt like they thought I was overreacting, when this nurse CLEARLY can't find a vein, and they KNOW that she doesn't know what tf she is doing. I hate that all of this had to overshadow the fact that there was a nurse who came in and swiftly got my IV started with no issue. I was upset, and irritated after the fact bc for 1 this is not my first time getting these infusions, and I'm not scared of needles! And I felt like thats how I was treated. When in all actuality their coworker needs a coaching, hands on training or something !"