Edward Outpatient Center - Plainfield

Not available.

Edward Joyce

I came in For an EKG and blood tests As part of a pre-surgical procedure clearance. The actual experience at the lab and the testing was wonderful. The technicians of the nurses were wonderful. My rating of three comes from the check-in process. I came in and waited my turn at the check-in line and stepped up to the registrar when it was my turn. A woman came in behind me. The registrar stopped taking my information, looked over my shoulder at the woman and said do you have an appointment ? The woman behind me answered in the affirmative. I was asked to take a seat as people with appointments take precedence. It was easy to over hear that the woman was in the wrong location and in fact did not have an appointment at this location. I was told to just remain seated while they took care of this woman. Taking care of this woman involved calling the other location to see if they could still take the woman for her x-ray. Apparently, the answer was no, so then the registrar proceeded to talk to the lab people at this location to see if they could accommodate the woman, and the answer was yes. It just seemed odd to me that I was in line giving my information to the registrar, who then stopped midstream ignored me, and proceeded to take care of an accommodated person who in fact did not have an appointment at this location on 127th St. It is hard for me to think other than that I was ignored because of my ethnicity. Because the registrar informed me that it was the policy to take care of people like her (the woman who did not have an appointment) first. The fact of the matter is, she did not have an appointment and she should’ve been put back to sit down in the seat and wait rather than have me who is there first as a walk-in also to wait. My time to check in to have my EKG and blood test was far longer than the actual testing. When I first started with the Edward system, I had a wonderful Doctor who left the practice when Edward started changing their procedures. He was unable to elaborate on why he was leaving as he had signed a no disclosure agreement as part of his departure package. His words to me were you will find out soon enough. I am very happy with most of my care at this Edward endeavor system. I have noted, however increasingly that policies are not for the patient benefit, but for the system benefit. I have a list of my grievances, none of which were ever addressed. One example of such grievances are being turned away with my ailing mother who had dementia because I had shown up at the office without my wallet and did not have the $20 co-pay. I have plenty more examples. I do want to radiate however that my primary care physician at the 127th St. office is wonderful. The emergency room at 127th is wonderful. The technicians and nurses are wonderful. It just seems to be a number of other people who are not so wonderful along with the policies

Melba Loren

Arrived 15 minutes before scheduled appointment as requested and was taken almost immediately. Once inside the office I filled out their form and again was called almost immediately. The technician was great. He was thorough and thoughtful. He made sure I was comfortable during the entire time. Everyone I came in contact with was wonderful. My only issue would be the receptionist at the outpatient check-in. She seemed annoyed that she had to stop what she was doing to help me.

Donna Nauta

I was there 20 early for a 7am appointment. It was pretty deserted except for a security guard and this awesome man who checked me in and was going to take me in a wheel chair up to the cardio department as I didn’t know how far it was. The guard offered to take me the rest of the way and since the department and waiting room was still closed, he brought me in the side door and into the waiting room until the nurse unlocked the doors and invited me in. The place was spotless, everywhere. The technician was so thoughtful, explained as much as she could and protected my privacy totally. Before I knew it I was done, dressed and in my way. Thank you everyone that made this so easy and easing.

Shevawn O'Connor

I was extremely disappointed in the outpatient center. I’ve been a resident using Edward facilities since 1982. I brought an older family member to have a scheduled MRI. This family member has advanced cancer, heart disease and is unable to walk unassisted. His appointment was at 5 pm. I got there at 504. There was no wheelchair in site so I pulled up to find one. It was 508 by the time I got to the desk. The registration person, (who kept referring to me as his wife??) said since we were late and they were backed up they were cancelling our test. This test was critically important. She indicated we were to be there at 445. There is no mention of this anywhere on the scheduling or MyChart. When I challenged her she called the tech who arbitrarily said no they needed to be here at 430 to be taken. Again nothing was shared. I challenged again “but you’ve already told me you are backed up over an hour why would it make sense to have gotten here at 430 when you are backed up?” I then asked to see the nursing supervisor given my background working at Edward for 10 years. The registration clerk then went across to a nurse at the ED desk, “she wants to see a supervisor.” The nurse said sorry your test is cancelled. No one called the patient to tell him that they were backed up today so you need to reschedule. Instead a patient in acute pain gets transported to outpatient to be told we are backed up so arbitrarily you are being cancelled for today. Like they were punishing us. The patient’s daughter called to complain and gets a “sorry”. Knowing your competition, I would say their approach to service recovery in Aurora would have been to immediately reschedule the MRI for the next day. Very disappointing experience.