Baylor Scott & White Family Medical Center - Red Oak

"I visited two weeks ago with my mom who is presently living with me. We saw Justin Falwell and Amanda, the nurse. Both top notch professionals who took care of my mom. Justin even spoke to her in Spanish which I sincerely appreciated. Excellent bedside manner. My issue is with the receptionist, Andrea. My mom’s insurance is from Puerto Rico. First, I do not believe that she understands that Puerto Rico is a US territory and that we are US citizens…. From the moment she saw the card her demeanor changed completely and I knew it would be an issue. She said she had to call to verify whether it was accepted or not. I completely understand this process. When she verified, she was told that insurance would only cover emergency care in the continental United States and dialysis. I understand this and accept this as a fact. What I cannot accept is her rude demeanor towards us. I told her I was willing to pay for the cost as my mom needed to see the doctor. I ended up paying for the cost but not before she stressed that we could not get any referrals. Again, understood. It was her tone and demeanor that made us feel like less and like we did not belong there. She left me a message afterwards saying she had checked again and corporate had told her that we could NOT be seen there. Her tone and inflection is exclusionary. I filed a complaint and to this day have not received a call. My husband and I are Baylor All Saint patients where he had his kidney transplant. We have always received excellent care from Baylor. Is this the Baylor standard in Red Oak? I wonder how other patients are treated. Particularly those with insurance issues or minorities. Zero empathy and lack of compassion. Who trains and supervises the front staff? This is unacceptable behavior especially in the health field. Is someone going to reach out to me? And please do not respond by posting the generic link saying that you appreciate my feedback. I was told that my verbal complaint was submitted and that the supervisor would get back to me."

"These are some of the worst family medicine centers when trying to make appts. There is never availability when you need it , too far down the line to be seen. I would expect better service from Baylor."

"Fatima helped me checkout and she was patient and made sure I had everything I needed after my appointment. FNP Ashley Walker and Christian were a delight, I felt they listened to my concerns and covered all the bases."

"Honestly had a good experience, the front desk staff was very nice. Fatima M. Was extremely helpful and answered all my questions very nicely. She was able to find me a spot same day and even held some flowers i had purchased while i had my visit because i wasnt expecting to get in same day. I have already sheduled a future appointment with them. The doctor, Justin, was very respectful and helpful and his nurse whos name i believe was Amanda were both very nice"