Northwest Emergency Center at Vail 10146 East Old Vail Road, Tucson, AZ 85747

"I love this ER, my daughter who has severe disabilities has always been treated with respect and compassion. They get her in and out in a short amount of time. When she had severe problems they diagnosed her quickly and got her transferred to ICU. This was after no luck at St. Joseph's ER. She was so sick and was still waiting in the ER room for 4 hours to see a doctor. Thank you NW emergency in Rita Ranch, you were a literary a life saver"

"Do not go this emergency room! I went to the ER after being sick for 3 days. I told the doctor that I believed an infection had moved to my mouth, he didnt want to listen, looked in my mouth for a second then said the infection will eventually clear and discharged me. I went to the dentist two days later because at this point I couldn’t eat(which I told the ER doctor). The dentist prescribed me oral antibiotic that killed the infection within days. I was in pain for days because the doctor didn’t care to look into what was going on with me. I’m sure they have done worse.!"

"Wow! My wife needed care this morning so I called this place to see if they accepted her insurance. The woman who answered could not have been more rude and uncaring. In this strange new world of care, I guess I'm supposed to know the difference between urgent care and emergency care facilities. I do not. She just kept saying "we are an emergency care facility " over and over. I was trying to ask the difference but she wasn't having it. Sad that people have to be this way but it is what it is. Won't be going there for nothing. Heading to Next Care over on Valencia where people are treated like people."

"First, the service here was very timely, we were in and out very quickly. The employee at the front desk was efficient and friendly. The tech who triaged my daughter (I wish I would have caught his name) was very kind and gentle with her. He deserves to be recognized. However, when Dr. Ealey came in, she was extremely rude. When I explained the history of my daughter's illness and how she was now having an allergic reaction to her medications that she recently received at TMC, the doctor literally told me that I should have "just taken her back to TMC." When I explained that when she started having difficulty swallowing and her throat was tingly, I didn't think it would be wise to drive another 45 minutes in case it turned into an anaphylactic reaction. I was driving passed NW Vail when she developed these worsening symptoms. She continued to be rude and said that she does not have access to her test results. I explained that I had all of her results on her patient portal and she was welcome to review it. She stated that it wouldn't have the information she was looking for. I tried to explain that it had all of her test results and radiology reports to view. She dismissed the information and acted as if she did not truly want the information, like it was inconvenient for her. Even my daughter felt like she just did not want to bother with her. Little does she know, I am a nurse so I know exactly what the patient portal showed and it did show all of the information she would need to obtain all the test results she needed. A full radiology report and all testing from TMC. Additionally, she told us that she felt that she needed to go home on new antibiotics, even when the consulted surgeon on-call recommended no antibiotics. After we were discharged, the pediatrician followed up and was worried that the new antibiotic was associated with a high risk of hypersensitivity reactions, so he advised calling the on-call surgeon and speaking with him directly. Upon speaking with the on-call surgeon, he stated that the ED MD stated that "the mother requested antibiotics" which was not true. Nothing was requested other than my daughter is having an allergic reaction to one antibiotic, that the pediatrician wanted her put on something new. Also, on the discharge papers the staff had placed allergies on my daughter's medical record that were not allergies. They did not listen to me when providing a history. They also would not send my Rx digitally, as I wasn't finished being registered upon discharge. Instead of expediting this process they gave me a handwritten Rx, that I had to drive an hour away to a 24-hour pharmacy to fill, then wait another hour for it be filled, and drive another hour back home. They could have tried to make this process easier by sending it digitally. This factor is minor, but could have made a huge difference in our patient experience. The worst part about this experience is that I worked at NW with Dr. Ealey and she just did not recognize me in this capacity without a mask. I was treated rudely and literally told to go to another hospital by my own coworker at my own place of employment. After this experience, I will never bring my family nor seek care at Northwest Hospital facilities ever again. After spending two days at TMC in the ER and as an inpatient, they impressed me with how amazing they were with my daughter. I spent one hour at NW Vail and will never return. I only give two stars for the auxiliary staff and the triage tech, as they deserve recognition for their kindness and efficiency."

"I am amazed to see 3 stars!! My family & I have had a ridiculous number of accidents and illnesses that required their services for the past 3 years. I have had to go there 5 times in 2 years. From a broken rib to an acute skin infection. My father had to go a dozen times in one year for symptoms from cancer needing immediate relief. Every single time every single person has been from great to absolutely awesome! One Dr who was removing a sharp object from my finger actually apologized each time I winced! Another Dr sat and CAREfully went over things, not ready to bolt, like the normal ER Dr. Every nurse has been kind, as gentle as possible, and I could feel true care. Even the check-in people are friendly & concerned. TOPPER: I've never waited more than 2 MINUTES no exaggerating, to be brought back. And never more than 10 to see a Dr! The first couple of times there this speed of service, care, and many times good senses of humor seemed surreal! We kept looking at each other: is this really an ER on planet earth? They are THAT wonderful! The only "bad" thing ever was a nurse at the end of a long shift who was a little grumpy. But was still caring. I've had literal nightmares at other ERs. This one is a dream come true!! I almost didn't leave a review because my family and friends consider this a secret we don't want ruined by too many people going there, LOL. But there was no way I couldn't sing their praises when I saw the low star rating. After too many horrible ER experiences I seriously thank God for this one!"