Baylor Family Medicine

Had severe pain in my side. go in. The staff is very friendly and I get in reasonably quick. Doc says he suspects kidney stones, possibly kidney infection. Says get a scan and take antibiotics. so far all reasonable. However, when I say I am experiencing intense pain, the answer is «well, if it gets too bad, go to the er». Weird answer because the er can’t do anything for kidney stones except charge me a bunch of high charges and then do what should be done, write a prescription. But pain subsides and I go home. Get the scan. Confirm kidney stones. By now the pain has me on the floor. I call back… they say they will call dr. And get back to me. Nobody calls back… I call them back. oh yes Dr left message, go the urgent care. I ask to speak to office manager., she will call me back they say… never calls back. I call office again. now 5 hours have gone by with me writhing on the floor in pain. Its a nurse. no help just the same thing. Bad attitude and wouldn’t even listen to me. Everybody gives the *I can’t do anything about it* answer.
Essentially they did nothing for me except say go to someone else, so you know what Baylor? I am going to someone else permanently. My vet has better service and a better attitude. Next call they get is from my lawyer…
Baylor should be embarrassed to have their name associated with this facility.

I have been a patient at BCM Family Medicine for a long time. I called this morning as I was feeling really sick and told them I needed to be seen today. I really liked Dr. Sung. She took her time with me and was very thorough. Even though the appointment was made just this morning, I was in and out in 40 minutes. Very happy.

I was recommended Baylor Clinic on Kirby by a fellow classmate to complete immunizations for school. The first few visits to complete the vaccinations were good. The medical staff were very helpful and the wait times were reasonable.
My first unpleasant experience came from completing a two-​step tuberculosis skin test. After receiving the first skin test, I came in three days after as instructed to get it read. I have taken a tuberculosis skin test annually for almost a decade because I previously have rotated, volunteered and worked at hospitals; therefore, I have a solid understanding of what a positive and negative skin test appears as. One certified nursing assistant came in and interpreted it as positive because the injection site was red. I shared with her that redness does not mean the test is positive unless it is in conjunction with induration and elevation. She called in a medical assistant who took a look at my skin test and determined it was negative. I came back the following week to get my second skin test interpreted, and the same certified nursing assistant read it as positive again. The second skin test, done on the other arm, was red but showed no signs of induration or elevation. The certified nursing assistant used a pen and, with a rough hand, drew a line showing the diameter of what she thought was the most red in color on the injection site, inflicting further redness. By the time a doctor had to be called in to evaluate the skin test, the site was even more red. The doctor ordered a QuantiFERON, a blood test that detects tuberculosis, and the results returned not surprisingly as NEGATIVE. I turned the other cheek despite having wasted further time and money doing additional blood work because I trusted that the staff would do everything to take care of me with the best of intentions.
The last and final straw that ultimately infuriated me was doing immunizations for Hepatitis B. In my first visit, I handed over my school immunization forms to the provider. The form specifically stated multiple times that I needed the Hepatitis B Surface Antibody (HBsAb) test yet the provider ordered me the Hepatitis B Surface Antigen (HBsAg) test. I did not realize that the provider ordered the wrong laboratory work until my school rejected my immunization forms. I called into Baylor Clinic with inquiries about whether I have to pay for the correct test, HBsAb, since I was not at fault for why the provider previously ordered the wrong test. The clinic refused to acknowledge that it was their mistake for ordering the wrong test. They denied me any sort of compensation for paying for the wrong test, HBsAg. And now, I have to pay for both tests despite that I never asked for the HBsAg test. I do not understand why I came here requesting service and the clinic provided me with the wrong service I did not ask for then forcing me to pay for both services.
My father always preached that doctors and clinics would always try to squeeze you of every penny you have. I naively dismissed this because I could not grasp the idea that a doctor or clinic, blessed with the most wonderful job in the world of healing others, could ever do wrong to patients. I enjoyed going to doctor visits and grew up to pursue medicine as an adult. But now, I am starting to see that there is truth in what my father said. As a medical student aspiring to be a generous physician as those who have taught me, I fail to see the patient-​focused care at this clinic. The faculty views their customers more as profit centers than they do as patients. Doctors carry a lot of responsibilities and are bound by ethical pillars, and one of them has to be humbly owning up to mistakes. I would have completely understood that the provider and clinic ordered the wrong exam at the beginning. I firmly believe this situation merits an apology for wasting my time and money.
I will not be returning nor recommend this clinic to others. At the end of my experience here, I paid for two out of three blood work that were completely unnecessary. The only reason I gave Baylor Clinic two stars instead of one star is because I appreciate the attitude of most of the medical staff. Most, but not all, of the medical staff are competent and helpful. The two front receptionists are the sweetest people. The phlebotomist, Eric, with ten years of experience was very skilled with drawing blood and had excellent bedside manners. Any upper management was inflexible. I did complete my immunizations as needed, but it cost me exceptionally more money out of my insurance and pockets as well as time out of my schedule.

Courtesy and helpfulness of the front desk was rated poor because they were only concerned with checking people in (which I understand is their primary duty) but did not really want to listen to what the patient is asking or saying before going in for the appointment. This is a crucial step for the front desk staff to confirm or address the patient’s questions before the appointment. As once in the examination room, it is a «paid» visit, no matter what the coverage is. The older receptionist was unhelpful with a simple question that I had asked and found myself «politely» dismissed by her as she looked onto the next person in line (while I hadn’t had a decent response) Even if the staff is not aware of individual insurances’ policies, I think that they should be trained in a proper way to answer any SIMPLE basic questions. The questions I asked was not of difficulty for someone who should be expected to know more than I do. Instead, it was more on the contrary or impression that I should know it and not her. My question was not genuinely answered and was given a professional dull reply with a smile. She did not even try. Worse of all, the nurse that ushered me into the examination room and assisted the Doctor (same nurse) was horrible. Despite her attempt at trying to be polite and courteous, her void of passion at her job just outshone her training of ‘scripted replies’. I was actually afraid of asking her any more questions after my first few as she certainly was not welcoming of them (body language and tone of voice!)
Doctor did her job but she was just tired (understandable). However, I wished she was more relatable (Especially since this is my 2^nd visit with her. I was trying to connect with her to see if I can make her my pcp). But at the end of our session, she walked out with a nonchalant «Take care». I don’t expect much from «customer service» but I do expect with much training and qualifications that Baylor’s physicans would fair greater than front desk/​nurses to compensate for their lack of passion. She was not bad but just did not give her patients a personal sense of comfort/​connection. None of my experiences at Baylor has been at the least decent for me to say it’s worth giving a try again. I kept doing that for the last 10 years or so (you guys were my primary clinic) but after so many tedious and discouraging experiences, I will not come back after this visit. I have never wrote a complaint or addressed this issue, you guys have got better from what was the worst experience my mother and I ever had about 6 years ago which we have gotten over from. I don’t want to talk about that because that is an older group of staff which I believe has been let go because I am sure we were not the only ones who suffered at their hands. It is a WHOLE different level of incompetence but that was years ago. It is a different group of employees now.
I can see that management is trying, but to really gain your patient’s trust and loyalty, you need to hire people that are at the very least «passionate» about their job or not SHOW that they do not want to be there. At least not with patients. It makes us feel like we are in the wrong for asking certain questions or being extra cautious about our decisions with tests/​medications. Otherwise, how are we to feel passionate about coming back to people who «looks after» us? I hope that you guys will be able to see what your patients see. I have officially given up on Baylor after so many years

Think I found my new Doctor! I like the text message reminder function. The staff was really nice and helpful. I am used to dealing with people who are too busy to even look up and speak to you as they grumble instructions to get you checked in, then you have to wait 20 – 30 minutes for them to call you back, even with appt. NOT here! I was treated as a customer and had not even finished the first page of documents when I was called back. I was super impressed about not having to wait too long for the doctor to come in either, maybe 10 – 15 minutes max.
Doctor was engaged, read my papers — respecting the fact that I filled them out… nice! — asked me questions about their content and stayed present the entire exam. Going great so far, now the end of appt, dreaded lecture time. YAY, he was respectful, advised and offered resources and encouragement to make me healthier. No Lecture as if I were a school age child!
They offer an online portal where you and the doctor can share information and you can review your health info. I am looking forward to that.
I am a new patient for sure!

So before I begin, my current location right now is Baylor college of medicine on Main. My appointment was at 8:50 a. m, I got here at 8:20. Checked-​in at the front or so I thought. At 9:30 I got up to ask how much longer it would take, the girl tells me I was never checked in. So by this time I’m a little irritated. Then they call me back sit me in a room and I wait for another 20 mins, when another Dr. Walks in, Dr. Okhu or whatever. She starts asking me questions and then she says why are you here, at this point I’m like you gotta be kidding me. I explain my situation again and then she tells me wait, you’ve seen Dr. Rivera. Why aren’t you seeing her? WTF? At this point I’m pissed. I politely say I scheduled with her I don’t know what’s going on but I need to get out of here because I need to get to work this is ridiculous!!! Worst experience ever!!!

I’m impressed! Checked in, Doctor and nurse were on time, knowledgeable, patient, understanding and despite being sick I had a great experience! Thank you. This is what medical care should be like!

I see Dr. Matthew Horsfield here. Dr H is the business. His bedside manner is awesome, He even gets my mother (mentally disabled) to smile. I recommend him to any and everyone. I have transitioned my whole family to him. We live pretty far from the office, but he is so pleasant I refuse to try to see anyone closer to where I live. I have been seeing him for almost 5 years now… I think. He takes interest in your everyday life, as that gives him greater insight on your condition and things that may affect it. I LOVE this guy. He is also not bad on the eyes… Always a plus. LOL!

The FNP at Baylor Clinic is clueless. Baylor Medical Clinic won’t see me again. Going to Baylor Medical Clinic is a waste of time. I’m going elsewhere for my medical care.

I had an appointment with Baylor family medicine on Kirby last week and it was pretty horrible. first of all I was given a physicians assistant and I was not warned of that when I made the appointment, I was hoping to see a doctor. Second of all the nurse was absolutely horrible. during my appointment she told me way too much about her personal life such as she doesn’t trust men and even gets tested for syphilis because she doesn’t trust her husband and that he claps her boobs together when they’re in bed together! I just don’t need to know stuff like that about my nurse. she also couldn’t believe that I breast-​fed because she thought my boobs were small and asked if I had a C-​section because my babies were «Bridged», it’s called breech! How does she not know that as a nurse. I could go on and on but I was pretty horrified that whole day and I cannot seem to find a number or email address I can call Baehler family to complain about so I just thought I would post it on all social network so that no one ever goes to this clinic again. I know I won’t!

Both my husband and I have been with Baylor Family Medicine for the past few years; we have been completely satisfied with the service which we’ve received from this facility. Our family PCP is one of the best physicians anyone could hope to come across and the staff is a friendly and helpful bunch. I would even go so far as to say that there is a pronounced ‘human element’ at this office which is a characteristic that can be difficult to find when looking for services in the medical community.
The online MyChart system that they use have implemented has made life much easier when it comes to remembering and scheduling appointments. The most impressive feature of the online component is that I can send messages directly to my doctor’s office.
Search no more, Baylor Family Medicine will do you right.

*Edit to say I went back for my scheduled appointment today. Check-​in was quick and easy, there was less than a 10 minute wait from the front door to seeing the doctor. There is a lab on premises as well as X-​ray so no need to go off-​site for those. Very convenient — I like MyChart. I got some lab results and a message from my doctor within hours of my appointment.
I appreciate the steps the clinic and manager Vida took to connect with me and rectify my previous situation. I would recommend this office but I would also call to confirm your appointments if you book them through the general Baylor number — if you can contact the clinic directly that would probably be the best option. I called to confirm this appointment this time, and also got text reminders — which did not happen before. They also told me they would begin taking walk-​ins soon. (⁶⁄₃₀) *
New job, new insurance, got sick. I called to make a sick appointment, only to be told the wait for new patients was two weeks — yes, even if you are sick. When I showed up after the wait period, they told me I didn’t have an appointment that day at either clinic at that location and that I should «take a card and call and schedule an appointment», even though I had already done that. When I called again I was told that I did have an appointment that morning but they didn’t know why I wasn’t on record with the clinic. Another two + week wait since I’m still technically a new patient. What a hassle. What’s the point of a primary care doctor anymore, anyway? Might as well go to a walk-​in clinic, if only for the flexible hours — to keep missing work is frustrating. (⁶⁄₁₁)

Terrible. I made an appointment only to show up and for them to tell me my appointment had mysteriously been cancelled. I was upset but spoke the the staff manager who then rebooked me for an appointment the following week. I show up and again my appointment was mysterioulsy cancelled. This time I was furious as i had now taken two afternoons off work and still not seen a doctor. I demanded that they move someone elses appointment to make room for me since this was the second time this happened. They basically told me to go f*ck myself. I was so furious I’m surprised I’m not in prison.

Sadly, the level and quality of service at this clinic has gone way down. They separated the quick clinic from the regular clinic and I will just say I will not be returning to the quick clinic. I made an appt to see a doctor for a stomach virus and when I made it there «on time» the two girls at the front desk just looked at me like I was invading their space or something. I told them I had an appt and one of them without even speaking to me, said; Just put her in room whatever. The doctor, or PA not sure what she was, who saw me was nice though. I am in the market for a new primary care physician. The personal service that the clinic was known for is now gone. Too bad.

They got me in right away. they didn’t fix my problem. I should’ve just gone to a specialist right away. I just thought they could help before spending all that money.

This place sucks, over an hour and a half and still no dr. You feel like an assembly line. Also you can hear straight through the walls at the other patients consultations. Horrible, no warm service, dr seems timid and unsure. Does not feel like a family dr environment, more like ikea.

Having recently moved to the area I went here to find a Primary Care Physician and have been throughly disappointed. I can only assume this is a result of the doctor I have been assigned and hopefully not representative of the standard of care overall. I will update if I to go to another doctor at this clinic.
My appointment went well, the usual checks and history taken and the doctor had a friendly bedside manner. I gave my doctor a packet of the birth control telling her that I do not take the inactive pills and I have taken this particular one for the last 10 years so she could write a new prescription. I left prescription in hand and went to the pharmacy and filled it. When I go home I was surprised to see a completely different brand as the doctor had not mentioned a thing. I though that it was probably a generic or they don’t have my brand here. No problem, however because I hadn’t been told this I thought I better check that active ingredients match. They didn’t, it fact the amount actives in the prescription I had been given were LOWER than my existing birth control. After several calls back and forth between the clinic and pharmacy I was finally able to talk to the doctor who insisted it was correct until I informed her that the actives in my existing BC were higher. So she finally sent through a correct prescription fortunately the pharmacy was very accommodating and let me swap out the one I had taken home earlier.
At this point I would have given them 4 stars, just a blip and a failure of the doctor to check the automatic software was actually giving the correct replacement. I would assume the doctor would be careful in the future and not blindly trust a piece of software to do their job.
Fast forward a couple of weeks, I realised I would need a refill soon so I went to the pharmacy. When I got there they said that they could give me the refill but my insurance wouldn’t cover it because the prescription had been written so that I was only permitted to get one packet a month. This doesn’t even cover a person if they are taking the inactives. At the very least any prescription for this type of birth control should be written for once every 28 days. In my case if you are not taking the inactives it should be once every 21 days. I called four days ago to get it corrected and have new prescription sent through to the pharmacy and nothing has been done. Followed up today and was told they’ll «try» the on call doctor but the doctor was assigned wouldn’t be in until the morning.
So I was given Incorrect dosage, incorrect refills and poor customer service in trying to get this resolved. I would have though this was part of the basic training for a physician. In the end I have spend more time contacting them to get this correct than I have int he original appointment.
Two stars are for the parking and online system.

I recently came to the realization that my Primary Care Physician of the last 8 years just wasn’t working hard enough for me. The final straw was a painful and debilitating injury that needed serious and thorough attention, but just never received it from my old PCP.
Now, how this all relates to how I actually discovered Baylor College of Medicine is a whole different story, but ironic enough, their is a connection. To make this long story short, I was injured in 2007 and was sent by my old PCP to Baylor for specialized diagnosis and rehabilitation. I work and I play hard so I have seen my share of specialist. For this particular injury, Baylor was fantastic, and they fixed the problem!
It was after my experience with them that I realized I was not receiving the same treatment from my old PCP. The Dr.‘s at Baylor were just super efficient and extremely thorough and most importantly, they did their job and fixed my problem.
When a different injury came up in 2008, I received the same lackadaisical approach from my old doc. After a year of intense pain and following my old docs orders, I decide that the reason my problem persisted and zero progress had been made rested in the treatment (or lack there of) by my old PCP. I spent most of 2008 and 2009 in pain. I made a plan to save some money, find a better PCP and solve this thing once and for all.
So, this year I decided to find a PCP at the Baylor Clinic and give my old doctor the boot. Man, I am so glad I did. My first visit was such an eye opener. The first thing my new doctor did was give me a full exam. The copay for this first visit included blood work for various test that I never knew I needed nor did I ever suspect I would need in helping diagnosis my injury. Now when you give blood, you have to fast the night before (no eating or drinking after midnight) then come into the lab first thing the following morning (no breakfast beforehand). The lab is located one door over from the waiting room in the same building. Easy as pie. The wait was short and the nurse was qualified.
One of the great things Baylor does is give you your very own webpage. Through this page, you can see your appointments, schedule appointments, look at your test results, even communicate directly with your doctor. This is super efficient and it served its purpose throughout my treatment in every instance.
I was eventually given a recommendation to see two specialist. Again within the Baylor network of doctors. A staff person called me and assisted me in scheduling my appointments. I then went to my webpage and viola! My appointments were there with all the supporting documentation and information I needed. Of course, I was sent to the Baylor location on Main Street for both specialist. Again, super easy to find and both doctors far exceeded my expectations. They did every test possible to accurately diagnosis my problem. All of this was included in my copay, with no additional charges. I had a million questions and they listened to every one of them and gave me simple answers and much needed solutions.
I am so glad I switched to Baylor. I now have the professionalism and trusted care that I have been in dire need of for so long. I no longer have to hope for my recovery because I now have the comfort of knowing that I will recover. This is the treatment you want when you give up your hard-​earned money to have good benefits.