Grace Walk-In Clinic

"I was at this location this morning for labs. As much as I hate it my Endocrinologist has moved to this location. I went in at 11am my labs usually consist of bloodwork and urine samples due to being monitored and having diabetes insipidus. If I even continue to see this doctor I can assure you I’ll NEVER have labwork done in this location ever again. My experience checking in at the lab. All the ladies had their chairs turned towards the center of the round little receptionist area so they could face each other laughing and talking with each other walking around eating food off of paper plates I felt like I was interrupting a party. The young girl that checked me in talked to the lady working next to her the entire time I’m standing there. “Oww I want a bite of that, what’s in it?” The other worker “you need to get a plate before it’s gone” the entire time my insurance card and drivers license is being checked I can barely hear the girl I’m trying to deal with because it sounded more like a bar than a medical facility. I have to wear pull ups and I can not control my bladder. I was in total misery checking in. I asked the girl do I need a urine sample today? Because I can’t hold it and I need to go bad. She glances at the computer and said no just blood. She could have stuck her head in the lab and asked but she was busy with conversation and food. At this point I’m being ignored to the extent I asked are we done here? And I had to ask where the restroom was. So I literally relieved myself and sat in the lobby only minutes before being called back to get my labs. First thing the lady that does labs tells me is we need a urine sample. I told her how aggravated I was with the receptionist whom I had just asked. She said I’m sorry urine is the biggest part of this test. And they had a cup that already had all my information on it. When I walked out I told the girl well they do need urine. I told her if they were as focused on their job as they were their food perhaps this would not have happened. At this point another receptionist walks up to see what’s going on. They literally yelled WE KNOW WHAT WE ARE DOING YOUR DOCTOR DOESNT KNOW WHAT SHE’S DOING! My mother was with me and this should be on camera I’m sure, we were yelled at and mouthed off to until we were out of the area. It could not have been more unprofessional if they had been doing tequila shots with their horrid smelling Mexican food. I pity anyone that needed labs and was dealing with nausea. I had to stay there and wait until I was able to produce a sample. My doctors receptionist gave me a phone number for Carmen Perez to complain. After 2 attempts to get through to him I left a voicemail and was never called back. What should have taken 10 minutes took over an hour of my time. It would have literally taken any of them seconds to ask the lady in the lab if urine was needed. But god forbid someone would have to stop laughing and put their paper plate down a minute. I’ve been treated with more dignity and respect at Target. This is completely ridiculous. The bottom floor and staircase was dirty and littered. I’ve never been in a more unprofessional medical environment. Conversation, laughing, and food was all that was on these ladies mind today. A mistake is understandable but they are crazy if they think it’s ok to mess up then YELL at the patient. AVOID THIS LAB!!!"

"I went for a simple check up for flu/strep. The first part of process was guessing which test I would want to take (not doctor recommended). Second, the doctor was amazing and very friendly but the staff seemed not to be trained and confused about how to take temps, blood pressure, etc. Lastly, my prescription was sent to a pharmacy that was closed. Any clinic I’ve been to in Lubbock is informed, give great advice, and even make sure I get my prescriptions in time. I called to get my medicine switched over and the operator lied and told me the clinic was closed and that I must be at fault for inadequate care not the doctors or nurses I paid to get help from. Mind you, I am informative and even come in with prefilled paperwork and ready and available background information from my UMC portal. The doctor was the best part of this entire experience. I do not recommend coming here unless you like to be treated as if you are the doctor and have treatment from even the phone operators as if you are an animal or malice."

"Terrible customer service. Always get the runaround. Difficult to talk to someone over the phone. Phone calls not returned. Staff doesn’t really know what they are doing. They don’t communicate with each other. Zero compassion as it relates to patient care. It’s all about the money. Worst thing to happen since the hostile takeover by Providence. Zero integrity. I thought compassion and integrity was a value Covenant/Providence held dear, but I guess that all goes out the window when money is involved. Don’t use Grace Clinic. Run far away from them"

"I didn't even get a chance to USE their services but after my PHONE experience I am glad I didn't. The woman on the phone was absolutely RUDE and not helpful at all. I asked why I had been told SEVERAL times that this clinic would BILL OUT (I don't get paid till Wednesday,) she said that was NEVER the case even though I had proof it had been done. She then told me to take my child to the public health clinic. She was rude and lied. After reading several reviews I should have known better than to even call."

"Walk-in clinic: Wife Saw the Nurse Practitioner on the 25th of September, went to the lab as ordered. Today 29th of September returned for same problem again. The same nurse practitioner accused her of not getting her lab done, which I saw the results in My Chart. NP was rude and left the room telling her she could get another provider. Tried to find out who is the clinic manager and staff seem most interested in deflecting and not giving us the information. Stating there is no one here in authority on Friday afternoon. Have been lied to twice today. She did get to see another provider who was professional and treated her with respect, attending to her issue and providing follow up appointments. Also a clinic administrator came ( in spite of what she was told earlier) and discussed the problem with the first NP. Still concerned that some staff were all too ready to lie to cover up problems with service and staff."