Ear, Nose & Throat Institute

"Please please avoid this location and the entire ENT Institute corporation at all costs. There is not a manager at this office and no rules or regulations followed it seemed. I was told by agents on phone and in the office that I was in network with their office and at home I receive a huge bill saying I was out of network. I tried calling multiple times and no one would listen to me or help me out. I would be redirected to multiple people and no one would call me back. I asked to speak with the manager regarding my situation multiple times and no one will ever call me back or speak with me. I have never had such a bad experience with a doctor’s office ever before and their lack of management is simply not acceptable. As a patient that used to come to ENT Institute for years, the management and hospitality of this corporation has drastically decreased and it has now just become a money factory. None of the doctors care and neither do any of the staff."

"PLEASE DO NOT PATRONIZE THIS LOCATION!!. Dr. Michael Pickford, MD and Theresa (patient access representative) were extremely rude. I wish there was a way to give a negative 10 for the service, lack of professionalism, and treatment. Just read the reviews below and you will definitely think twice about scheduling an appointment. I submitted a grievance complaint August 15th to the office manager, Jennifer Peavey for feeling discriminated against based on race. Dr. Pickford spoke to me harshly and used a painful instrument in my ear. I asked him twice to stop, but he tried to continue poking inside of my inner ear with a very sharp object. He did not display empathy, care or concern, although I expressed dissatisfaction with how he administered services, sarcasm and nonchalant responses when I communicated that he was hurting me. During my conversation with Jennifer she shared that it was not the first complaint that was received against Dr. Pickford. She assured me that she would escalate my grievance and provide a resolution within a few days of the review. Upon checking out, a second staff member also acknowledged that Dr. Pickford had received several complaints from other patients who are of the same Ethnicity. I am an African-American female. The incident occurred Tuesday, August 15th. I have not received a call or email from the office manager, Jennifer or any other team members that are associated with ENT Institute. I have called 6 times. Unfortunately none of my attempts have yielded a positive outcome. Theresa (patient access representative) answered my call Wednesday, 11/22/23. During our conversation, she was extremely short and aggressive. She refused to answer my questions and continued talking at me over the phone using condescending tone. I told her that I began to record our conversation. She changed her tone immediately, but within a few seconds she had reverted back to being very aggressive and disconnected the call. The entire staff needs training on how to engage patients with patience and empathy, especially with people who do not look like the majority of the team members that work in the Brookhaven office. I will continue to escalate my grievance and post to other platforms to make others aware of the poor treatment that is displayed by specific employees. It is unfortunate that this location has a reputation for lacking people skills, and kindness when it comes to diversity."

"Dr. Carothers was so professional. He asked me lots of questions about my ear issues and then proceeded to explain fully what was happening. I really appreciated that. We have a plan and I am confident this will all be resolved. Thank you."

"We arrived 20 minutes prior to our appointment time and wasn't seen by anyone until an hour later. There is literally no one in the lobby waiting BUT us! The gentleman came in 45 minutes later and his daughter was IMMEDIATELY seen!!! Also, every time we come here we have to pay. There is an extreme lack of communication between this office and the billing department. This will definitely be out last visit to this office. I would highly recommend finding another practice that values your time as a patient."