UC Gardner Neuroscience Institute 3113 Bellevue Avenue, Cincinnati, OH 45219

"I have had a mixed review of University and Gardner specifically. I saw them after seeing an urgent care practitioner who indicated I was having decreased ability in an extremity upon assessment and recommended I follow up with a specialist; so I sought the best at University. While the care I received ultimately improved my health to a bearable extent, I needed more care at a better level upon seeing different providers. Not without living in pain for years to come. During my only visit the Allied Health team was excellent and so was the CMA or LPN/RN level. The MD/NP are the ones who leave a lot to be desired about bedside manner. The physician assistant asked closed-ended questions and I never fully got to explain the root of my concern because she kept cutting me off. The MD made fun of me for being only 28 years old and being seen by Neuro. I guess being a FF/EMT for 5 years and being injured resulting in severe lumbar pain with unexplained weakness in the back of my legs is non-relevant. Later, when I would go to leave the NP had left PHI sitting on the counter and I ensured to grab it. I gave it to the person at the desk before leaving. She recognized the paperwork looking away and flipping it over but said nothing. I also spoke to the PA about my concerns including how if I were to leave medical paperwork out, my Medical Director (at that time a University Physician) would have probably fired me. She of course ignored me. I've been in medicine for almost a decade and I work with a lot of people and I spoke about some of my experiences here and it lead to me reaching out and inquiring about what happened with my survey follow-up. To summarize the downhill series of events, they did not review my survey because I indicated I did not want follow-up. I believed this indicated they would reach not out to me but not, not review my survey at all. Please note they do have it. The patient relations department basically ignored me because I wouldn't speak to them despite communicating with them via email. Eventually, they would follow up via email with me. When I asked my medical record be sealed from access, the person who sealed it called an old phone number but thankfully called my family's home phone line. She made sure to follow up with an email to the wrong email address that thankfully bounced due to a typo in the email address. This same person who secures medical records did not coordinate with the patient relations department and ensure the phone number/email was correct and up to date. I believe my student profile auto-filled into UCHealth's EMR, and that's why incorrect out-of-date information was present in the system. At my request regarding this potential breach, they referred this to the investigational office and they investigated. They determined these did not reach the level of a PHI breach. My and your opinion may differ. When I requested everything be bumped to a manager it went to the Director of patient relations. She worked to address my concerns but grew tired of my responses and gave me multiple organizations I can refer these matters to. I have taken this as a "go ahead and try to get us in trouble" type of response. Ultimately, if she did not take that attitude and type of response I would not have made this post. I had moved on to other concerns in my life but when I accessed the letter today (2/7/2023) the director sent me concerned me so much that I felt compelled to write this. If you have a concern with your care don't assume anything, make sure to have your voice heard and follow up as needed. Hopefully, my opinion here is something you find helpful for your visit for yourself or your family members. After being taunted by their team members to do so, I filed a federal complaint with the Office of Civil Responsibility. They investigated and provided technical assistance, which is the fed's way of saying their practices needed to be compliant with federal law."

"My Doctor is amazing but UC needs to work on getting better employees. How do you work at a front desk sitting back in your chair munching on snacks without greeting patients or saying Hello? On your phone walking up to the desk with an attitude? This facility is great but employees hate their job and it shows."

"Brought my friend Eli here for physical therapy! The staff was quick and efficient!! There is a Starbucks in the lobby. The staff was kind. There were also some Rookwood pottery there which was cool to see! Thank you!"

"I see multiple doctors/surgeon at this location. The building is clean and very nice. The parking garage is easy to understand and always has available parking. The staff in the offices I've visited are always so pleasant and helpful."

"I was treated with such care. My M.A. was so sweet and kind to me. Took his time with me and I didn't feel rushed. My Dr was absolutely amazing. She actually took the time to get to know my background and my health issues. I left there feeling heard and not rushed through like most Dr's do. I felt like a person and not a "number" like I usually feel. Thank you Dr. Wise for helping me understand what is going on in my brain."