Silver Cross Hospital review: Standard of care / customer service / mokena, il urgent care center

On 11-06-23 at approx. 0800 I arrived at the Mokena, IL Urgent Care center off of Lincoln Hwy. I was escorted into a patient room and advised the staff member, Kiera, of my symptoms. I advised her I suspected I had either the flu or COVID. I advised her I was looking for a prescription to help alleviate the pressure in my head and prednisone is usually what my primary doctor would prescribe. Kiera shook her head and said "no". I asked, "no what?" She stated, "that's the nurse that has to do that". I also mentioned I took an at home COVID test and it was positive, but I wanted an official one to determine if that was in fact what I had. The test I took at home expired in 2022, so I could not rely on it. Kiera proceeded to tell me the isolation period began the day after a positive PCR test result, to which I quickly advised her that was not the CDC guidelines, as I have been symptomatic for several days. Kiera wanted to debate the guidelines, so I stopped talking to her about it and waited for the nurse practitioner. When the nurse practitioner came into the room, I explained it all again and she did some minor checks of my throat and ears, and she asked basic questions pertaining to my symptoms. She confirmed the CDC guidelines, and that Kiera was incorrect. I was then quickly sent on my way with nothing to treat my symptoms. I called back later in the afternoon to see about getting a prescription and was given Kiera to talk to again. She told me "No" to any medication because they do not treat COVID or it's symptoms. I have not received my COVID results yet and gave other possibilities for illness, so I am being refused treatment based on an unknown test result. I questioned why they were treating me as if I was positive for COVID and she stated it was because of my symptoms. I told her I might have the flu, and everything could be considered a COVID symptom. She then stated it was because I took an at home COVID test, which is why they will not treat me for anything else. I explained to her I was not a medical professional; my test was expired, and they shouldn't be treating people based off of home tests they can't ensure are done properly. I asked how they would treat me if my test was negative, and she stated it was on my paperwork. For the record, it is not. There is no treatment listed for a negative COVID test. I confirmed with Kiera that if my test was positive for COVID, they would do nothing and if it was negative, they still would do nothing. As I await my test results, I still do not know if I have the flu, sinus infection, COVID, etc. I do know that absolutely nothing was done by the individuals that treated me, even after asking for help on two separate occasions.

All staff members should be educated on the current CDC guidelines for COVID, know the proper isolation times for COVID, avoid providing false medical information to patients, do not disregard present medical symptoms based on inaccurate in-home COVID test that was self-administered by the patient. All symptoms should be treated based on patient information, including other possible illnesses that are not COVID, but have similar symptoms.