Business ProfileforHeartland Health Care Center-Prosperity Oaks

Today I experienced the worst day of my life. I went to visit my mother who is in a terrible condition medical-wise. I walked into the room kissed her on the forehead and handed her some roses and other gifts. A nurse walked in to help me give the information for my mother's insurance information. We walked into an office and heard the lady screaming and yelling about a debacle she had with another resident family. She initially thought I was a part of the other people's families she was having problems with. The nurse I was escorted by advised her I was there for my mother's insurance affair. She said in a mean manner don't you see that I'm busy. I proceeded to chime in and say how long would I have to wait before she can handle the information, they requested from me. She then proceeded to say verbatim "I said I'm f****** busy which immediately put me in shock. I work in the business sector as a professional and in all my social interactions I never thought in a million years a medical professional would let those words come out of her mouth. I was taken back heartbroken and completely shattered by that first interaction. To make matters worse she began to justify her behavior and say I'm not giving you my name you can speak to my manager her manager stated that it was nothing she could do, and it was just a misunderstanding get over it we are sorry our end. I then proceeded to say let me speak to the head operational manager. They gave me a really hard time saying that she is too busy, and I can come back tomorrow luckily the nice nurse that was with me said they won't give you a run around I will let her know your issue has an urgency. I met the lead in charge by the name of ******************************* she told me she would have her suspended for one day and that she would have to take a class on customer care. I told her I must contact the Better Business Bureau because this is completely unacceptable and that concludes the nightmare I faced today.