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| - In an accident on Dec. 22, 2016, my wife suffered a right eye Ruptured Globe, her cornea 85% severed, and a 90 degree rotated intraocular lens. The I-17 North Honor Health Sonoran Emergency Center ER doctor called Dr. Dao. He confirmed to us in written orders that Dr. Dao agreed to meet us at his office on Bell Road for immediate required emergency followup.
We entered the office of Cornea Consultants of Arizona (Drs. Jung T. Dao, Robert H. Gross, Brandon K. Suedekum, all MD's-Am. Bd. of Ophthalmology, Cornea Specialist.) with some history concerns. My wife had seen each of them only once at their Peoria office, respectively, years-prior for some cornea transplant surgery suture releases: 2010, 2011 and 2012. Dr. Dao was curt in 2010 so she had switched to his partners. It was 11:40 AM.
There was a man seated in Dr. Dao's lobby, apparently waiting on a patient who was then checking out at the inside exit business counter. Two young women, apparent office staffers, were standing toward the right rear of the patient intake area, not at or near the front sign-in desktop. They did not appear to be busy. I went to and waited at the front desk. They both looked at me. My wife was beside me clearly in view with her right eye obviously taped and shielded. She was still clearly in shock. A third office staff lady off to the right had her back to us...she was checking out the finished patient. It was about 11:42AM. I am sure the checking-out patient could hear my normal voice but urgent announcement to the two unoccupied front-office staff: We were there in an emergency situation, that my wife was a patient of Dr. Dao, that she had a Ruptured Right-eye Globe and that Dr. Dao was expecting us because he had spoken with the ER doctor. When I got absolutely no response, I repeated that we had an Emergency Situation, that my wife was a registered patient of Dr. Dao and that we were told specifically that Dr. Dao would see my wife immediately upon presentation in this emergency situation per his agreement. No office staff even approached the sign-in desk to see the Sonoran Emergency Ctr. written Orders to present my wife immediately to Dr. Dao. I just stood there holding the document out to them. Duh!
Finally, one of them said "Dr. Dao can see her at 1:00 PM, he is in a meeting. You can either have a seat and wait or go and return if you choose at 1:00 PM" It was then no later than 11:45AM! My wife and I were both in more shock!!! The finishing patient came out into the lobby and his companion stood, both looking at me dumbfounded, then left. I felt dumb; numb.
At this junction into our emergency neither my wife nor I knew what to do. We just sat down, stunned (not at all a normal situation for me!). I told my wife to stay seated. I stood up and returned to the front intake desk where still, no-one was nearby. A fourth staff member (or third staffer - it could have been the prior patient sign-out staffer but I don't think so) was now standing opposite the internal check-out isle-way facing me across from the front intake desk. She appeared to be a doctor's technician or assistance. I spoke directly to her, repeated what I had previously said about our emergency. She repeated: Dr. Dao is "in a meeting" and that she thought that "he could see us at 1 PM, if we chose to wait"!
I was desperate. We were told that Emergency Medical treatment was waiting for us at Dr. Dao's office for my wife's right eye rupture! Time was of essence; no-way did it make sense to wait another hour and fifteen minutes for emergency medical treatment to even begin. I chose another approach.
I happened to be wearing a jacket with a large left pocket embroidery: "FOX 11 KTTV Los Angeles". Approaching the front desk again I asked: "Should I get a TV crew over here? This is unacceptable. This wouldn't look good on the nightly news!"
I was summarily again told by one or more of Dr. Dao's staff, now about 11:50AM: "He is in a meeting" and " Dr. Dao can see you at 1PM or, if you wish, you can go elsewhere!" So much for medical emergencies! Though not in the TV industry, I could have called a TV station. I bet I could have gotten a local TV crew pronto. Or, as I now wish I had, just dialed 911 and let the Phoenix Police, Fire and EMT's show up there in Dr. Dao's office. Such would have both gotten my wife emergency help and the news media excited. But I didn't. We just sat back down in the waiting area in shock trying to figure out what to do next.
After being relocated to an exam room, Dr. Dao, himself, came in madder than all hades, accused me of "yelling at his office staff" (which I did not) demanding an apology (which I provided, three times) and without ever addressing my wife who sat in his exam chair with her eye plainly shielded. He demanded that we leave his office; threatened to have us thrown out if not. Abused and untreated, we did.
A Formal Complaint has now been filed with The Arizona Medical Board.
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