I hate writing negative reviews, truly, but I'm doing this to help other patients who might be looking for compassion from the staff after being required to wait for hours in their car, for services.
Here are the facts -
* I arrived at Railyard Urgent Care on Saturday and checked in at 8:53 am. I was told I had a 2-hour wait for a Covid Test and needed to stay in the parking lot the entire time.
* I stayed in my car as instructed. After two hours I was called to the door to fill out my paperwork and asked to use the restroom. I was advised that due to Covid protocols I could not come inside. While I understood that, I asked why that wasn't stated at the beginning of my two-hour wait? I received no answer and was once again told that since I might have covid symptoms I could not come inside under any circumstances. The odd advice given by the staff member at the door was that I was welcome to walk to Starbucks, symptoms and all, to use their restrooms.
* I finally felt I had to try Starbucks as I waited for my paperwork to process. I double-checked that I would be allowed to return and not lose my place in line. I was told I would. I walked to Starbucks but was told by Starbucks employees that they didn't have any public restrooms available. I explained that I was told to come here by Urgent Care and they did not respond.
* I walked back to the Urgent Care, checked back in and notified the Staff member who had sent me to Starbucks that they were not making their restrooms available to the public. I asked, now in urgency, how long my wait would still be - I was told it would have only been 20 minutes from the point I handed in my paperwork. I was close to 10 minutes in at this point so I tried to hold on.
* I explained that my medications caused me to have to urinate a lot, sometimes urgently if I hold it too long. The response from the same staff member at the door, was that I could not use the restroom under any circumstances. Once again, I understood that and reiterated that I simply needed my test as soon as possible. I was told my paperwork was processing.
*As I waited, I then started cramping and also watched other cars being taken tests as the clock ticketed pasted the 20-minute mark.
* At 30 minutes after turning in my paperwork (Now a total of 2.5 hours) I had to knock on the door and demand my license back so I could drive the 1.5 miles to my apartment and deal with what was now a bathroom emergency.
* I was told by this same staff member at the door that if I left I would lose my place in line and would not be seen. This was after I was "allowed" to walk to Starbucks and return and regain my place in line? With my stomach cramping and the conflicting information... to find out that 2.5 hours of waiting and a bathroom emergency did not make me eligible for the slightest human consideration, I did raise my voice at your employee. A fellow patient who'd seen some of this go down gave me their condolences as I made it to my car, cramping. Their compassion far exceeded what I was met with by your employee.
So, here is my grievance - I was not asking to use your facility restrooms and break protocol, I was merely asking that now that I was in an emergency caused by the situation, that I would be allowed to return and finally get the test I had been waiting for 2.5 hours. I was told unequivocally no.
After I dealt with my emergency, with the help of my wife, I called to see if in fact I could come back and let the situation resolve itself by being able to finally get the test I had patiently and painfully waited for. I was told by the attendant on the phone that I could not.
So, here I am, still with symptoms, after waiting 2.5 hours in my car and having a bladder emergency, writing in hopes that this does not happen to a patient ever again. Letting me go home and deal with my emergency and come back would have been the humane decision I would expect from a doctor's office that is requiring 2 to 4 hour waits with no restroom options.