Clermont Ambulatory Surgical Center

Overall: Not Recommended

Ronald J. Meyer Catalina E. Meyer 366 Thornbush Pkwy Davenport, FL 33837-5857 Telephone: 863 – 420 – 2300 Monday – September the 15th, 2014 Clermont Ambulatory Surgical Center 255 Citrus Tower Blvd, STE 100 Clermont, Florida 34711-9978 Reference: Conduct of your employees as observed during my appointment 09/10/2014. 1.) Upon arrival at 07:50 Am for my 8:00 AM appointment, after completing all requested paperwork, Id, Insurance, and forms. I had the opportunity to observe the reception area as I was seated only a few feet away from and facing the sign-in area. I watch one gentleman (An older African American) arrive and after review and communications with the gentleman, was told that his Medical Insurance was expired. Another employee joined in and with the receptionist, began to speak louder, and with a more forcibly manner (rudely) to the man. He took his personal information and left. The receptionist and the other person took several moments speaking to each other and making remarks and joking about the man’s situation. I strongly believe that due to layout and the visitor sitting arrangements, with the open receptionist area as it stands, does not afford privacy for the patient and personnel to communicate without embarrassment and security of personal information. I am troubled by the lack of political correctness, and courtesy displayed by your front desk employees. 2.) When I was called to be led into the area to prepare for my procedure, I was greeted by your administrative employee, she identified herself as Kelly. I found her to be lacking in professional protocol with regards to her tone of voice, demanding mannerisms, and again totally politically incorrect in her ability to relate to patient who is facing procedures that are invasive. She became openly aggressive in her vocal remarks and said: “Bite my ass” I replied: “I have no desire to bite your ass”, Kelly answered in anger: “I would not let you bite my ass” This person lacks bedside manner, with demanding attitude, and those in the preparation area jump to her as she has given them the impression she can get away with whatever she choices. I watch and listened as Kelly spoke with the nurse, who would be prepping me for my procedures. Kelly spoke to her in an almost whisper. One of the two procedures (An upper and lower GI Series) was a colonoscopy, I have had three of these procedures, and one barium enema. All four of these procedures were performed at Celebration Hospital, results were incomplete. Therefore I agreed to have the procedures performed at you location I was told your staff would perform if necessary several prep enemas as necessary to get the proper results. When the first enema tube was inserted in to my rectum, I felt a great deal of pain, it was obvious that no Lube/or/gel was used. (There is no doubt Kelly has suggested to the nurse administering my enemas to purposely do this.) I was quick to complain to the nurse administering the enemas, when she arrived after the first enema she pointed out to me she has a cup of lube Gel, so to prevent a repeat of the first incident of discomfort and pain. I am not some old man that will stand by and allow myself to be a victim of verbal and physical abuse. For the record I am retired AT&T Communications, served two elected terms on the School Board of Education, Hosted Radio talk Shows in Florida and upstate New York, Ran the successful Election campaign for Sheriff of Polk County, served 10 years on the Board of Adjustments City of Winter Haven, Florida, and five years was a member of the advisory board to the Business Department of Polk College. You staff at the entry level of your operation is in dire need of review, to include proper training and political correctness training. They need to be properly trained to not make their comments concerning patients, visitors and families with whom they deal with on a daily basis in an unprofessional and loud manner. This institution is selling a service Your customers are buying a service That service must include employees who appreciate and want to provide a service that is equal to or better than can be provided elsewise. Your reputation is your most valued asset. Can you afford to allow it to be tarnished by a few? Ronald J. Meyer

Overall: Not Recommended

Ronald J. Meyer Catalina E. Meyer 366 Thornbush Pkwy Davenport, FL 33837-5857 Telephone: 863 – 420 – 2300 Monday – September the 15th, 2014 Clermont Ambulatory Surgical Center 255 Citrus Tower Blvd, STE 100 Clermont, Florida 34711-9978 Reference: Conduct of your employees as observed during my appointment 09/10/2014. 1.) Upon arrival at 07:50 Am for my 8:00 AM appointment, after completing all requested paperwork, Id, Insurance, and forms. I had the opportunity to observe the reception area as I was seated only a few feet away from and facing the sign-in area. I watch one gentleman (An older African American) arrive and after review and communications with the gentleman, was told that his Medical Insurance was expired. Another employee joined in and with the receptionist, began to speak louder, and with a more forcibly manner (rudely) to the man. He took his personal information and left. The receptionist and the other person took several moments speaking to each other and making remarks and joking about the man’s situation. I strongly believe that due to layout and the visitor sitting arrangements, with the open receptionist area as it stands, does not afford privacy for the patient and personnel to communicate without embarrassment and security of personal information. I am troubled by the lack of political correctness, and courtesy displayed by your front desk employees. 2.) When I was called to be led into the area to prepare for my procedure, I was greeted by your administrative employee, she identified herself as Kelly. I found her to be lacking in professional protocol with regards to her tone of voice, demanding mannerisms, and again totally politically incorrect in her ability to relate to patient who is facing procedures that are invasive. She became openly aggressive in her vocal remarks and said: “Bite my ass” I replied: “I have no desire to bite your ass”, Kelly answered in anger: “I would not let you bite my ass” This person lacks bedside manner, with demanding attitude, and those in the preparation area jump to her as she has given them the impression she can get away with whatever she choices. I watch and listened as Kelly spoke with the nurse, who would be prepping me for my procedures. Kelly spoke to her in an almost whisper. One of the two procedures (An upper and lower GI Series) was a colonoscopy, I have had three of these procedures, and one barium enema. All four of these procedures were performed at Celebration Hospital, results were incomplete. Therefore I agreed to have the procedures performed at you location I was told your staff would perform if necessary several prep enemas as necessary to get the proper results. When the first enema tube was inserted in to my rectum, I felt a great deal of pain, it was obvious that no Lube/or/gel was used. (There is no doubt Kelly has suggested to the nurse administering my enemas to purposely do this.) I was quick to complain to the nurse administering the enemas, when she arrived after the first enema she pointed out to me she has a cup of lube Gel, so to prevent a repeat of the first incident of discomfort and pain. I am not some old man that will stand by and allow myself to be a victim of verbal and physical abuse. For the record I am retired AT&T Communications, served two elected terms on the School Board of Education, Hosted Radio talk Shows in Florida and upstate New York, Ran the successful Election campaign for Sheriff of Polk County, served 10 years on the Board of Adjustments City of Winter Haven, Florida, and five years was a member of the advisory board to the Business Department of Polk College. You staff at the entry level of your operation is in dire need of review, to include proper training and political correctness training. They need to be properly trained to not make their comments concerning patients, visitors and families with whom they deal with on a daily basis in an unprofessional and loud manner. This institution is selling a service Your customers are buying a service That service must include employees who appreciate and want to provide a service that is equal to or better than can be provided elsewise. Your reputation is your most valued asset. Can you afford to allow it to be tarnished by a few? Ronald J. Meyer