INTRO
This review is a commentary on the staff and administrators at
USMD/MCNT, not the doctors. All of the information contained in this review is verifiable.
BACKSTORY
I was a patient of the MCNT practice for many years and had my annual physicals there many times over the past decade. The annual screening is used to discount my insurance costs. Three years ago my screening form was "misplaced". Last year I was told it was faxed however, they could not provide the transmission report. To ensure the form was submitted on time this year I planned to pick up the form and submit it myself.
CURRENT EVENTS
When I arrived at the office for my appointment I explained my past problems with the screening form to the nurse (Rachel) and the doctor (Hyatt). They assured me the form would be completed and they would call me as soon as my blood test results were in and added the test results normally came in three days. Since my appointment was on Friday I contacted them twice on the following Tuesday. I received no response. I called twice on Wednesday. I did receive a message from the nurse on Wednesday afternoon reporting the test results were in and awaiting the doctor's signature. I called twice on Thursday and once again on Friday. I did not receive any responses to these messages. I arrived at the USMD office Friday afternoon around 3 PM. I explained that I was upset at not having received a response to my numerous messages and that I needed my screening form that afternoon to meet the deadline. A short time later I was ushered into the vacant hematology lab by Rachel and told my form had not been signed and that the doctor was on holiday. I was furious! I explained loudly but respectfully that I needed to leave the office with the form to meet the deadline and requested that another doctor sign the form. I was then told no doctor would be able to sign the form that day and that their responsibility did not include notifying me or completing the form. I responded that I would not leave without the signed form. I received the signed form around 4 PM. I left, commenting on their horrendous customer service and poor communication skills. On my way to FEDEX, I called the USMD administrative offices in Irving, Texas. I was greeted by a very polite administrative assistant. She patiently listened to my comments, explained that most of the senior staff was gone for the day but that someone would get back to me on Monday. This was November 22, 2019. I never received a call.
CLOSING
As I noted in the introduction the doctors at this office are outstanding. Fortunately, my GP left the practice so I do not need to find a new doctor. Having said that I will only go back to this office to retrieve my medical records. The customer service is deplorable, some of the staff are incompetent and certainly shouldn't be working with people. The USMD offices are no better since they were "unable" to return my call. I would avoid any USMD offices, specifically the MCNT office in Flower Mound, Texas. read more
