Texas Oncology-Grapevine

"I have been waiting 3 months for a new patient appointment (as a previous patient who has not been seen in awhile.) Waiting on the phone from 19 minutes to 1.5 hours to yesterday for 3 hours before my call was answered. Now I was told they closed my file....my file with 3 referrals and all my records! I have made over a dozen calls to their office (plus my surgeon's office called and received the same treatment). You hold forever and then, sometimes, you are suddenly disconnected. Their processing system is horrible. The ladies on the answering phones are great, very cooperative and friendly, but the new patient department, and apparently supervisors, needs a complete overhaul. Very, very, very disappointed. Everyday since last Wednesday I have been told a Supervisor will be calling me back, everyday and nothing. It is 4:18 p.m. so what's chances I will get a call back today? Right."

"My wife was diagnosed with breast cancer in January of 2022 Texas oncology was the first place we called there was no answer. We decided that with the urgent need for medical care we should find someone who actually answers their phone. We had chose UT Southwestern for her care. UT had a treatment plan and had started treatment before Texas Oncology called us back 3 weeks later. My wife also tried to give them a second chance to be her post treatment provider and same thing no answer after leaving 5 voicemails. Cancer is terrifying and it’s nice to know your doctors, nurses, and staff actually care. I personally wouldn’t give them your time since they obviously don’t have time for you."

"My wife was referred to a hematologist here prior to her surgery to obtain baseline labs for a clotting disorder. She has left 4 voicemails with the new patient line, which never has an answer. They called back once and unfortunately my wife was about to have a biopsy and she tried to immediately call back and never was able to get ahold of anyone again. When she spoke with the front desk, there was no way to go around this process other than to leave a voicemail. She stated the urgency of the appointment request multiple times. Unfortunately, her surgery is next week and she will now be unable to have the important information and clearance from hematology. This is very disappointing as this group was highly recommended. I'm sure the care the doctors give is wonderful, but the process to become a new patient is inappropriate and disappointing. I highly suggest a new process be implemented."

"I can only speak to my own experience, but Dr. Aurora has been an excellent oncologist for me for nearly 10 years now. I appreciated his honesty and ability to lay out the facts of my condition and prognosis from the start, and I felt I got excellent care during the diagnosis, chemo, and radiation stages."

"I was so scared when I was finally diagnosed. But Dr. Aurora, and all of his staff, made all my fears disappear. The front desk always greet me with a smile. The Medical Assistants are always helpful if there are any questions I have. Even the support staff is awesome. I'd be lost without Melissa. Dr. Aurora and his Nurse Practitioner, Mackie, make me feel hopeful and ready for my treatments. I know when I'm there that everything will be OK. The nurses in the cancer lab are just as awesome. Despite having a huge workload everyday, each one has taken the time to make conversation with me and make me feel the everything will work out. They have me do things like the ice during that one part so my mouth doesn't hurt. I'd have never known and just dealt with the pain otherwise. The schedulers are all so sweet when I'm ready to leave. They are always smiling and make me laugh, which is always the best medicine. I am completely pleased with every aspect of this clinic. Thank you so much for everything you do."