Brooke Army Medical Center Department of Pediatrics 3551 Roger Brooke Drive, Fort Sam Houston, TX 78234

"My daughters father is a veteran 100% disabled, so we have been coming to BAMC/SAMC Pediatric since she was born. Always a smooth experience. Front desk staff were always so kind and sweet. And I love the Nurse Line, always so sweet and helpful. Great experience overall, Up until my daughter turned one. She had her vaccinations and bloodwork . Instead of doing the finger pric, they did a full on blood draw from her arm. It was completely horrifying. I didn’t learn till after the fact, that it was completely unnecessary to do that. Even then, there was a “hospital experience advocate” who checked on my daughter and I and it was a very nice gesture, my daughter was clearly in pain and super upset. So, I retained an off base pediatrician after that. Everything was great and my daughter had her 24mth appt and got her flu vaccine w her off base pediatrician. I called samc / bamc to let them know my daughter got her flu shot and check up off base, as a courtesy. They advised that I still come in for her 24mth check up. I didnt see the point being that she has already had it, and all vacs were up to date but I followed their advise and sched the appt. I show up, waiting in line , they were having system issues and couldn’t check anybody in. The front desk staff was completely diff, faces I had never seen and they were so rude. And flagged me as late even tho i was waiting in line, they were the ones w all the issues and they made it seem like they would try to “squeeze” us in when I already had an appt. Regardless, I waited and they took my daughters vitals, I filled out the paperwork and all that jazz. Then our Nurse, who was so sweet, walked us over to the Docs office. Dr Pena /Perez was so rude to her nurses (in front of my daughter and I). So uncomfortable. She yelled, “look im completely booked , give me the paperwork”. And brashly grabbed paperwork. Ot was just so awkward and unnecessary to act like that w your staff and not only that but in fron of a child. Its like if you cant act right, don work w children or in a hospital for that matter. The nurse then walked me to waiting room. I felt so bad for her. That docs vibe really set a tone in that whole office. It was tense and awkward. I waited thereafter for 45 min, my daughters name was never called. And there is a sign that says of youre waiting longer than 15 min, to check in w front desk. So, I did and again they were so rude. Its like why have a sign up. So, i walked out w my Daughter. We will just stick to off base care. Its like we didnt even need to be there to begin with, and to be treated like that, wait 2 hours for a basic 24 mth check up w no vac, just completely blows my mind. What a waste of time. Replace that doc and replace desk staff. Pandemic or not, they need to learn how to act bc todays behavior was completely unacceptable. Like please send me a survey. Such a negative experience. Thats not the way the children of veterans / active military or veterans should be treated. I come from a military family, and i would always hear the negative stuff about the scheduling or treatment, ins issues, etc. And although it was rough when I had my daughter, it was overall pretty pleasant experience. Todays care was just mind blowing, disheartening & disappointing."