Baylor Scott And White Surgicare At Plano Alliance

My child had her tonsils/adenoids taken out and was the first patient of the day. The first nurse was amazing-calm, patient and present. The second nurse who wheeled my daughter back to anesthesia did not look at her chart; called my daughter a boy, didn’t know her name, was rushed and confusing as she described the process my daughter was about to go through (opposite of helping her feel safe). My biggest complaint was when my daughter came out of anesthesia, I felt I had to tell the nurses what to do. We were warned the process of waking up can be rough, but I don’t know why they waited until after she was awake to take out her IV. She is 7. She began circling the bed and tangling herself up…I was trying to figure out how to hold her. I asked if she needed the IVs. They said no…then they decided to unhook her. Then, she began grasping at her throat so seriously, and sobbing (which I thought could be normal). After about 5 minutes of this, I asked “what pain medication does she have in her system?” The nurses (who are right there watching all of this) then checked her chart and said, “oh she does need pain medication.” It took them another 5-7 minutes to get her the pain meds. Not okay. I had to repeatedly ask for tissues (none in the room) and her water to be refilled, even though the nurses were standing right there. This was an awful experience for a 7 year old. I knew it would not be fun but I felt a lot of this could have been anticipated and prevented. Plus, I felt I was having to instruct the nurses on their job.

The help I've received from this facility is incomparable. I've been having a lot of voice/throat issues and neck/face muscle tension. Voice therapist Michelle Eppley has really saved my voice and helped heal my throat with her exercises and insight! Physical therapist Abigail Shepherd has relieved so much of my tightness with her hands-on work and exercises. They're both incredibly knowledgeable and go above and beyond to help. Would recommend both, 11/10.

Oh My God I can’t say enough about this place , they way they put you at ease before your surgery, bring so friendly and knowledgeable , explains everything before hand it’s just outstanding , especially nurse Rosio , She is a true angel .. Dr. Song was amazing And my surgeon Dr. Culver is definitely one of the best in her field … I was blessed with this great team of amazing women who changed my life to the better , HUGE AND SINCERE THANK YOU FROM THE BOTTOM OF MY HEAET

I had a procedure on Tuesday and my surgeon and team were great. However waking up from anesthesia the nurse afterwards treated me terribly. I felt like I wasn't even human in her eyes. She just started rushing me out, digging in my bag looking for my clothes even though I told her my husband was getting it from our other bag, and I also over heard her telling another staff "she should be gone by now". Again, I just had two major surgeries and just woke up from anesthesia. The whole experience with this particular nurse after the surgery was a nightmare.

The care at the facility was great, but my complaint is with the billing department. Our insurance initially denied the preauthorization, so we paid out of pocket for the procedure. I then appealed the insurance decision and got it approved. I went back to Baylor Surgicare and they are telling me they can't file with insurance now because we were "cash pay". I specifically asked beforehand about this exact scenario and was told it wouldn't be an issue and that I could be reimbursed if insurance ended up approving the procedure. We paid over $3000 out of pocket and now cannot get any of that back.