Memorial Hermann Outpatient Services at Southeast Hospital 11800 Astoria Boulevard, Houston, TX 77089

"I was scheduled for an MRI recently. Brian was nice and professional. He brought me 2 warm blankets because I was cold. Katelyn, however, made several mistakes during the MRI appointment. First, I was not aware that the machine would be so noisy. She offered cheap ear plugs, which did not help to reduce the noise level. (The rep at the scheduling dept never mentioned that I needed to bring something to protect my ears.) When I complained about the noise level, Katelyn offered the higher quality silicon ear protectors. Why did she not offer the nice ones from the beginning in order to protect my ears? Second, when she inserted the 20 gauge needle on my right arm, she pricked me the wrong way and moved the needle to the right and left inside the vein. I screamed from the pain. She never apologized. I have never experienced anything like this at any medical facility. The next day I could barely move my right arm or lift it. I was in so much pain. I found out later that Katelyn has only been working in that dept. for less than 2 years and did not have enough experience with needles. I had to go to urgent care and the Dr. said that Katelyn had irritated a nerve. I will never go to this facility again. I DO NOT RECOMMEND THIS FACILITY!"

"I have been having issues with scheduling, so I ask to speak with the supervisor Maria on 4-18-22 around 1:00 p.m. I was left on hold for sometime the young lady comes back to the phone and state Maria is not in her office, I will give her your name and number and she will call you back. Four hours later no call back from Maria, so I called just to be told Maria has left for the day. Today 4-19-22 I called scheduling again this morning 10:00 I ask for Maria the young lady states again Maria's in a meeting , I explained to the young lady that Maria was suppose to call me yesterday so I'll be waiting on her call three hours later still no call, so I called back held for 10 minutes just to be told Maria is now at lunch. So now I have put a in call to her supervisor which is Crystal, I also had to leave her a message, we'll se if Crystal will return my call. Memorial Hermann always wants you to do a survey on all the departments, but the scheduling department is the only department that needs to be re-organized. I will tell my doctors going forward to schedule me and my family elsewhere, no one should have to put up with this when trying to schedule tests. If I could have given a zero I would have. I'm a senior citizen and don't have time to run behind anyone to make an appointment, what about the senior citizens that doesn't have any idea how this works, you all should be ashamed!!!!!!!!!!!!!!!!!!!!!!"

"I called to reschedule my MRI appointment and asked the representative to look up for my new schedule on Wednesday. She helped me rescheduled everything and confirmed the date and time (Wednesday 16 2022 at 8 a.m.) before I hung up the phone. Once I arrived the facility to follow up with my appointment, they told me my appointment should be on Monday the 21st at 8 a.m. that I did not agree or request. I don’t know why they did not notify me about any changes and I just end up driving here for nothing and have to deal with these chaos and endless reschedule. Nobody takes accountability to apologize for their mistake. This is the worse management and customer service I have ever encountered"

"I am currently here for a few tests. I asked several times what I needed to do/not do/know about these tests because I was driving myself from San Antonio, after taking a day off from work, and I did not want anything to interfere with my ability to run these tests. Guess what? They *just* told me I need to take a pregnancy test or they won’t do the test - something they absolutely failed to mention when I asked what I needed to know - a WEEK ago. They asked me to fast and not drink for 6 hours prior to this… how do they expect me to provide a sample? How do they not mention this, especially to someone who had to drive four hours one-way, to come here? This is garbage service. Evidently, you are expected to read their minds. Do not recommend."

"I had my second stage fistula surgery at the Memorial Southeast location - everything went well - however the whole mood of care was missing at this location. Starting from the check-in nurse, anesthesiologist, nurse to drop off to my car was just a dry and rough experience. It was like everyone was in some mood to just do their job and be done with it. The whole theme was like ‘unwelcoming’ or ‘why are you here’ even though I’m fully covered by my insurance. My first surgery was at Memorial Pearland location and the whole mood was so caring to make me comfortable for my first surgery ever. I missed the whole ‘care’ and ‘welcoming’ mood at the Southeast hospital and would not come back to this Memorial location for that reason. 5 stars to Pearland location."