SSM Health St. Mary's Sleep Center

By far the worst experience I've ever had in healthcare. After seeing Doctor Petersen, I waited over ten minutes before a nurse (hereon “nurse A”) initially entered the room to review paperwork; soon after, the nurse was replaced by another (hereon “nurse B”) who did not introduce herself or knock. Upon nurse A telling nurse B I was reading through the document, nurse B made a condescending remark to the effect of, “Just don’t do drugs,” delivered in a hasty and dismissive tone, along with an inquiry of whether I would sign it or not. When I stated I would sign the form after I finished reading it, I was pressured to hurry and told the room was needed for another patient. My concerns with the paperwork were brushed off with generalized comments like “it’s all federally required” and “as long as you don’t do drugs, that’s all you need to worry about.” When I attempted to ask clarifying questions about the document, I was repeatedly interrupted or given vague and unhelpful responses, such as “that won’t happen” without any further explanation. I eventually offered to move to the waiting room to finish reading the form to free up the exam space. After a miscommunication on what Daniel S. Petersen, MD had ordered to be completed, I moved to the waiting room and continued reading the rest of the document. After some time had passed, I overheard nurse B loudly ask while at the front desk, “Is she done yet?” and then call out to me from across the room (I was sitting near the front doors). When I expressed I had another question, she audibly and loudly sighed in frustration before walking over to me. Before I could even speak, rather than listening, she launched into a response unrelated to my concern, detailing how the documents are standard; however, my question was about cost for services and insurance coverage related to drug testing referenced in the agreement – the document states, “I understand my treatment plan includes periodic urine drug testing, periodic pill counts and review of the Prescription Drug Monitoring Program. I will be responsible for any charges related to such testing.” When I got the chance to ask my question, my concerns were again dismissed and belittled. I tried to explain that I prefer to be fully informed before signing any document. In response, the nurse sarcastically remarked, “Well, I guess you’re smarter than most Americans.” I was made to feel like an inconvenience and, worse, like I was seeking drugs despite my full compliance throughout the process. In my opinion, it felt that nurse B’s behavior was either the result of a bias in reaction to my appearance (I have dyed hair, tattoos, and piercings) or a result of the foundations of her character. With over three years of professional experience in clinical research, I can say with confidence that this interaction was a clear violation of the principles of informed consent. I was intimidated, rushed, disrespected, and ultimately made so uncomfortable that I could not meaningfully consent to treatment. The agreement I was pressured into signing states, “I have read this form or it has been explained to me. I understand ALL of the information contained in it. I have had a chance to ask questions about this form. My questions have been answered. I have received educational materials regarding the risks and complications for the medication(s) prescribed. By signing this form I voluntarily give my consent for treatment.” I regret signing it because it was a misrepresentation of my actual experience – I did not understand all of the information contained and I did not have a chance to ask my questions and have them answered. Most of this behavior was exhibited in front of other employees, which gives the impression that this is acceptable behavior at SSM Health and that informed consent is not a priority or concern for the SSM Health Sleep Center in Fitchburg, WI. I hope that by sharing my experience, it encourages action to be taken, even if it's as small as retraining employees on proper informed consent procedures.

The front desk staff need better training. Almost every time I have to call over the past 10 years they are rude and unpleasant. I requested a zoom appointment for my son because he has autism and anxiety and they are always running behind- which makes him very anxious and he tries to leave. They refused to set it up via Zoom stating the provider doesn't do that. So after waiting over 40 minutes past our scheduled appointment time in a room, having had to try and keep my som from leaving five times- the provider said she does Zoom appointments! 🤯 The provider is good, and said she would talk to the front desk and made a note in his chart. Basically if the front desk is telling you anything weird or being difficult- ignore them. Message your provider directly vis MyChart and ask for what you need. The front desk was also really rude one time when we didn't bring the cpap after being TOLD we didn't need to. So if you get the feeling after visiting this clinic that the front desk is rude or doesn't know what they are talking about - it isn't your imagination. I was hoping it would get better when SSM took over the clinic, but no change.

I entered into a sleep study for daytime hypersomnia. During the study, I fell asleep 4 out of 5 times during the day, indicating some serious issues. I was sent on my way with a basic lecture about good sleep hygiene at night, and graphs. I am still paying off an $1800 bill for absolutely no help. For anything other than sleep apnea, this clinic is woefully inept, not to mention callous to financial concerns. They will not call you back, even after sending letters. Go somewhere else.

Wait times are long, but understandably so. Staff is nice. Problem is doctors will outright refuse to work with you or prescribe you anything if you have a drug test positive for THC and you tell them that you plan to still use on a recreational basis. There’s no discussing any plan to work with THC use or to investigate its effects on the individual patient. They will just insist you stop entirely and they will withhold treatment until you provide them a “clean” drug test. At least I felt the doctor I spoke with took my concerns about this outdated practice seriously and made recommendations for other avenues of treatment, but their policy is clinic-wide so I won’t be able to work with this clinic at all. Until the policy changes, I don’t recommend working with them as I, personally, believe the policy that they currently have in place is unethical.

Called for to set up appointment in March was told could not be seen until September will get a call back if any of earlier times. Decided to randomly call around July was able to get in for August. Went to center just asked a couple questions talked me into doing the sleep study at home for convince never told it would take weeks for them to send it to you . After 4 weeks took study sent it back now told takes weeks to give you results. Lack of sleep is a really serious issue taking months to get anywhere with this center . Should have just done study’s there and been done .