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Complaint Review: Customer Care Henry Ford Health System/Kevin Rechenbach - Clinton Township Michigan

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  • Reported By: Now You Know — Clinton Township Michigan United States
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  • Customer Care Henry Ford Health System/Kevin Rechenbach 15855 19 Mile RD Clinton Township, Michigan United States

Customer Care Henry Ford Health System/Kevin Rechenbach Henry Ford Cardiac Rehabilitation Center assault Clinton Township Michigan

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I have used the services of the Henry Ford Health System since 2017. This included mostly lab tests, CT scans and such. In 2019 I had an overnight stay for a heart procedure. All of my records indicate that I take insulin. So of course, I wasn’t given any. At one point the night nurse remarked that my blood sugar was high at 319. I reminded her that I took insulin and hadn’t had any for over 30 hours. So, she said something like, “Ok. I’ll get you some.”  Heart procedure.  In the meanwhile, someone ransacked my personal belongings and helped themselves.

When I left the hospital, I felt strongly about not returning to that place. Unfortunately, that was not my luck.  I continued to have medical tests over the next year.  In March 2020, during the pandemic, I fell and broke my wrist. The ER doctor and assistants were wonderful.  But since I was taken there by ambulance, I didn’t have a ride home. The patient care coordinator arranged for a ride since it was 3 AM.  The cost was to be $5.00. Since I only live .5 miles from the hospital, I accepted that as a fair cost. I had been given pain medicine so I wasn’t in any condition to negotiate anything.  I also now had a full arm cast which was bent at the elbow so I had little use of that arm. So, the van arrived.

No one helped me in. I literally had to climb in with the cast. The van was not clean by a long shot. When we arrived at my home, I had to struggle to let myself out. The guy asked for $8.00. I told him the price negotiated by the hospital was $5.00. However, at 3 AM and by myself, not to mention again the condition I was in, I gave him the money. I struggled to get out of the van since the driver would not help me.  I immediately called back to the hospital and told the customer care agent of my experience and that I was telling her so that no one else had to experience that. She sounded as if I were really accosting her, with no regard to what I had just experienced. 

In July 2020 I had to have open heart surgery. I told the cardiologist that Henry Ford was not my preference for the surgery, but that is where the surgeon practices, so I agreed. 

Successful surgery aside-and that is a credit to the surgeon not the hospital-here is what I experienced:  I had a whole team of doctors for the surgery and the diabetes care. No one touched me physically. The surgeon himself only very gingerly checked the incision site. However, the next day, about 24 hours out of surgery, but still in the ICU, one of the team came by with a group of what I surmise were interns.  He was NOT the surgeon and NOT my cardiologist, so I don’t really know why he was there.  Nonetheless, he pointed out all the machines I was hooked up to, and then unceremoniously reached down and pressed his hand against my chest. He was not checking the bandages, not checking the incision, not checking for any swelling. He simply pressed his hand against my chest.

There was absolutely no medical reason for that action and that part of the incision has not healed properly.   When I was released from cardiac care a few weeks later I called “Customer Care”, which the Henry Ford Health system just brags about, and spoke to Kevin Rechenbach, Specialist II, who opened an “investigation”. I described the incident and explained that the doctor pushed on my chest very hard. I mentioned two other incidents that occurred while I was in the ICU and afterward.  

The thorough investigation took about a day or two and here is what Kevin had to say:   

“Our Quality Team reviewed your medical record. They noted that surgical incisional areas are closely monitored and examined which may include palpation to the area to ensure not complications are p0resent. They also noted that since you just had the surgery the day before even slight pressure may cause discomfort and if there was any swelling to the area it may leave a very temporary indentation.  We would like to apologize for the discomfort, but please know that it was medically necessary to check the incision site.” 

The “temporary indentation” is still there and still painful after 4 months. Again, no one else “checked” on the incision by pressing down on my chest, especially not the surgeon. I was laying in the bed and the man was towering over me. This is a classic case of patient abuse. I guess Kevin does not know what “pushed on my chest very hard” means. 

But it continues. I reported to Kevin that the Physical Therapists came the day after surgery to help me walk. There was team of an older man and a younger man in training. They wrapped a belt around my waist so they have something to hang onto in case I start to fall.  I told the older man that I was a little unsteady on my feet after my stroke, and of course, first time out of bed.  I walked a little closer to the wall which is my habit so that I have something to lean against if I’m feeling light headed or unsteady. This man asked me if I always walked like that and I told him that I did since my stroke.  He then PUSHED me so hard that I stumbled and nearly fell. It must have set off some kind of monitor alarm because my ICU nurses came running. I was  PUSHED. Here is what Kevin’s investigation determined: 

“Our Rehabilitation manager reviewed your medical record and interviewed the physical therapist who took care of you. She noted that you were appropriate to be seen one day following surgery per protocol. The physical therapist noted that, as with all patients, he explains the interventions and goals following surgery. It is common for physical therapy to place their hand on patients’ back to help guide and facilitate appropriate movement for maximal efficiency and safety. The physical therapist did recall that he had to provide manual help to prevent major loss of balance or a potential fall, however, we could not substantiate that the physical therapist pushed you.” 

Is there anyone over the age of FIVE who does not know what it feels like to be PUSHED?  

So, after cardiac surgery, you usually go to cardiac rehabilitation. I had already been there a year ago and I was not impressed with the place. But I felt I owed it to the surgeon, who literally saved my life, to follow up and follow through with exercise. 

While walking on the treadmill, one of the “trainers” came over and just pushed the speed and incline buttons because he thought I was going too slow. I stopped the treadmill and explained that I know how to use the treadmill and I was watching my time and increasing the speed in increments. The sudden lurch caused my heart to race and I was very upset. Because Open Heart Surgery. The ‘trainer” wanted me to stay on it and continue at the higher speed. I refused. We had further words and I said I would just use a different machine.  I also reminded him that we were talking about MY heart, not his. I am not a 30 something male in the business of physical fitness. And I’m not a cheetah which can go from zero to 75 miles in a sprint.  But I have belonged to national fitness centers and have had sports trainers in my long life. Still, I have never had anyone touch the treadmill and adjust speed and incline while I was on it. And we could reasonably expect that someone would not do that to anyone recovering from open heart surgery. I did apologize for my behavior; he did not apologize for his. 

Here is Kevin’s investigation result: 

“The manager for cardiac rehab reviewed your medical record and interviewed staff as well. She noted that the staff member did tell you that you needed to increase you speed and explained the reasons why. It was noted that you became angered at the staff member and he attempted to re-explain the reasons why, however, you stopped the treadmill and went to exercise in a different area.” 

So, on three occasions, right after open heart surgery, three men at this hospital assaulted me under the guise of “practice”. I am talking about an older female being assaulted by 3 males in the employ of this hospital.  I am further talking about a fourth male dismissing the whole thing.  

Kevin’s letter is indicative of the deeper problems this hospital has as indicated by the other comments on this feed. It is why women don’t come forward to report abuse (#metoo, #time’s up, #enough). Statistics show that 97% of reports of abuse are true. 

I have the names of everyone involved, although I did not use them here. I also know that the statutes of limitations for personal injury is two years. There is also about 15 sites on the Internet devoted to just this kind of event, and I may be posting there.  

Be very, very careful when using this hospital. And don’t waste one nano-second of your time and energy with the Customer Care Team.  Instead exercise your legal rights. 



This report was posted on Ripoff Report on 01/02/2021 10:11 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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