University of Maryland Urgent Care - Rotunda (Formerly ChoiceOne)

Deeply Disappointed by Front Desk Conduct. One Staff Member Tarnished the Experience I brought my mother to your clinic due to body aches and chest discomfort. While I parked, she went inside. By the time I entered, she was already walking out, visibly confused. She told me she was instructed to go to the ER because she answered "yes" to a kiosk question without ever seeing a provider. As an ICU nurse who performs assessments multiple times daily, I knew my mother was not in need of emergency care. I approached the front desk to understand the reasoning. I greeted the staff member but she never looked up from her computer, didn't greet me, and responded with "how can I help you" while proceeding to sip on an energy drink. When I explained the situation and that my mom was not having chest pain, she remained dismissive, stating, "once they tell us that, they have to go to the ER”. I asked to speak with the doctor and was told she was seeing patients. When I asked if the staff member was having a bad day due to her unwelcoming demeanor she finally looked up at me. Her pupils were noticeably dilated, which was a red flag of possibly being under the influence of something. Her tone was defensive as she asked me how did I reach that conclusion. I told her that she seemed dismissive, unwelcoming and never gave eye contact or acknowledge my concerns. She told me she wasn't required to make eye contact or speak with me since I wasn't the patient, and that she asked me how could she help me (she did) but as if I was bothering her. Eventually, I requested that my mom be seen. The staff member said she'd "run it by the provider" but couldn't give a timeframe. We sat down & waited for a response. While I was in the restroom, my mom was taken to the back without any communication to me. Another patient in the waiting room informed me that a doctor had come out and the front desk staff member reportedly said, "they got one time to say chest anything and they're going to the ER nobody has time for EKGs today." As a healthcare professional, this statement devastated me. Sending patients to the ER to avoid performing an EKG, especially when it's not clinically indicated is not only unethical but can lead to unnecessary financial burden and emotional stress. Thankfully, my mom was seen and tested positive for COVID. She has since recovered. I want to emphasize that I don't believe this experience reflects the entire staff. Most people in healthcare are dedicated and compassionate. But sometimes, one bad apple can truly spoil the bunch. The individual in question; Linda or MeLinda, a tall, heavy, pale Caucasian woman, should not be the face of patient intake. Her behavior was unprofessional, dismissive, and potentially harmful. I hope this feedback is taken seriously and leads to meaningful reflection. No more feedback will be given, God Bless!

The only drawback to this experience was that I had to wait an hour past my “scheduled” time to be seen. Other than that this location is very clean, the staff were kind. The provider was very knowledgeable and reasonable with treatment options and I felt like I was treated as a human and not just a number. I will definitely return to this location for future Urgent Care needs.

Talk about going above and beyond! I came to Baltimore completely alone for a conference and came down with appendicitis. Medical associate David saw me waiting outside for an Uber heading to the ER, and took me personally in his car….while I was throwing up. He was so kind and reassured me the whole time. Good luck at nursing school David!!