| rev:text
| - I'll start by saying I went to Southwest Women's Care from 2006 up until a month ago. The facility is clean. My annual exams usually went fine and I was in and out in a reasonable amount of time.
I had an abnormal pap smear for my first time this year and had to come back in for a colposcopy and cervical biopsy. After a week of anxiously awaiting my results, I got a voicemail from the RNC I saw telling me "I have your results, please call me back and tell them to track me down personally so I can speak with you." I called back and they told me she'd just gone into an exam room and that they'd have her call me right back in 10 minutes. An hour and a half passed and I was really starting to let the nerves get to me.. so I called back. Her assistant said she just went into another exam room and she'd call me back. So I waited.
Four hours pass and no call. Finally, I call back a third time and was able to speak with Ms. Scrivner, the RNC who performed my colposcopy and left the message. What she told me was "You have high-grade cervical cell changes so you DEFINITELY need to get in here for a LEEP procedure, I'll transfer you to scheduling" Click. That was it. Scheduling picks up and had no idea what was going on--they even asked ME if I needed to schedule a consult or the actual procedure--excuse me, but isn't it the provider's job to know these things?
Anyway, I got the consult scheduled. I knew absolutely nothing about my condition, all I had was the information of "high grade cervical cell changes" and how urgently I needed LEEP. The next day I left a message for the nurse triage explaining my situation and telling them I need more info about my results and to give me a call back. The nurse called back and was horribly rude and condescending. She snapped at me that "these are precancerous cells that are going to turn into cancer unless you come in here and get the LEEP." Out of despair and worry I asked if there were any other options. She snapped back at me again, saying, "These are cells that will turn into CANCER. You CANNOT sit around and do nothing and NO there is nothing else that can be done because the infected tissue will spread and infect more until you have full-blown cancer." That was the extent of information I got about my test results, and simply trying to get more information about my condition so I don't give myself an ulcer worrying about it. Of course I had the words "these cells will turn into CANCER" rolling around in my head for days, which was pretty emotionally crippling to be honest.
I was so distraught with the way the triage nurse had spoken to me and how rude, condescending, and cold she was, I started looking into different OBGYNs. I called Southwest to request my records be released so I could bring them to my new doctor. I requested only the past 2 years of records, and they were able print them and give them to me in about fifteen minutes. I decided I wanted all of my records, so I went back in and they told me it'd be $15 and they'd call me when the records were ready for pick up. Fine, I understand. Nine days pass and no call. I call back and they tell me anything before 2009 is in storage and they'd have to physically get it, which "takes time". I sure wish someone would have told me that instead of letting me sit around for nine days wondering what's going on.. So I told her it's fine, just give me anything you have on hand. She agreed she'd print everything from 2010 on and call me within 2 days to pick them up. It's now been two weeks, Southwest has never called about my records. The only call I've received is them telling me I owe them more money, despite already being sent an invoice and paying for the colposcopy/biopsy that was performed. I asked why they didn't include all of the charges on the invoice they sent and they didn't have an answer.
When the time came that I did have abnormal results, the staff and especially the triage nurse were exceptionally unhelpful and rude--they couldn't even provide me the most basic information about my condition. I took my two years of records to my new doctor, who is an MD by the way (never once saw an MD at Southwest) and she took one look at the biopsy, sat me down, and explained everything that was going on. I don't know why nobody at Southwest could do this for me. feel much more comfortable and confident in my new OBGYN's care. My new OBGYN informed me that I did have other options, I guess Southwest just didn't want to offer them to me. I'm upset I didn't make the switch earlier. Long story short, I think Southwest is more concerned with money and getting people in and out without actually giving a damn about the patients themselves. I will not return and would not recommend to anyone.
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