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Gave me the wrong baby to nurse
It has taken me 2.5 years to write this review. At the time, I chose not to make our experience public because I hoped it was an isolated incident and that Crestwood would take it seriously and make meaningful changes. I gave birth at Crestwood in 2022. During our stay, we sent our newborn to the nursery. In the middle of the night, a nurse brought a baby into our room to breastfeed. The lights were not turned on, I was barely awakened, and the baby was rolled into our room and left. I picked the baby up and was about to begin breastfeeding when I realized: It wasn’t my baby. Crestwood had brought another family’s newborn into our room. The required identification protocols were not followed, including checking wristbands. I was also given access to another baby’s identifying information. The response afterward was equally concerning. We had to ask that the other family be notified, and we were told they were not notified until the following day. The nurse involved was allowed to finish her shift and was later allowed back into our room. I was told the CNO and Director of Patient Experience would come to our room during our stay. Neither did, and neither contacted me afterward. I had to initiate every conversation. The CNO eventually left me a voicemail, but later told me he had never received my calls or contacted me. I still have the voicemail. When I spoke with the Director of Patient Experience, additional private information about the other family was disclosed to me, including the mother’s first and last name — information that should never have been shared with me. Now, 2.5 years later, I was told the CFO denied our billing dispute, despite us being told at the time that we did not have to pay, which is why we are receiving this bill now. Crestwood needs to do better. Do better with employee training.
Do better with patient safety and identification protocols. Do better when something goes wrong — report it, address it, and take corrective action. Do better at communicating and supporting your patients. Do better at listening. And leadership needs to do better. The CEO, CFO, COO, CNO, and Director of Patient Experience and Risk Manager need to communicate with each other, understand the facts before speaking with patients, and ensure they are aligned and prepared to address serious concerns appropriately. Patients should not receive conflicting information from the very people responsible for addressing their concerns. Patients deserve accountability, compassion, communication, and follow-through.
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