Angelica D Okb
map-marker Liberal, Kansas

Customer Experience 2-18-24

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To Chief Operating Officer From:Paying Customer/Patient 2/18/2024 Time:10:00 am Concern about the receptionist this morning. She was not professional but standoffish when I arrived with my daughter who was sick. We look Caucasian, White but are very Latino. Not into the societal problems going on about racial divides. Receptionist did not allow our choice to self pay but was insisting on using my insurance on file, which is billed higher than self pay. She stated I needed to pay $100 of my balance of my last bill in order for my daughter to be seen in the clinic. I don't like someone to be holding me or my family monetarily hostage in a health urgent matter. The receptionist was causing a delay in care for money payment. Pay to play crap. I did expand on the billing coding used to bill my insurance higher the last time, and I had called customer service to get an itemized bill. Also, I was not asked for my Co-Pay last time I was seen for the flu. I don't like fraud in healthcare or mistreatment. Imagine if I did that to my patients at the hospital?? End of the world event for sure. So the receptionist basically pushed me to pay $100 for my balance of my own health visit so that my daughter who wanted to self pay could be seen for her ear infection this health visit. I felt like it was an extortion event. This is a formal complaint to Administrators for Express Wellness. Please modify the new employee behaviors regarding Patients have the right to choose how to pay, not those you like but all patients, professional courtesy, respect, no personal prejudices allowed, no racism allowed, etc. I have been a nurse for many years in many healthcare settings including outpatient clinics and hospitals. The receptionist was inappropriate and unacceptable. Today's visit should be level 1 on my insurance. It took 15 minutes or less in the room. The ICD-10 and DRG billing should reflect it. Just needed antibiotics. In conclusion: staff needs to be professional courteous, respectful and keep their personal political everything at home. Less cell phone usage on the time clock. They are bringing their social media attitudes to work. My family is on the lighter shades of Latino. We are often discriminated against for not fitting in a box of any side. I am sure everyone wants kindness and fair treatment in healthcare.No one should be gaslighted for ego gains while sick. Healthcare should be a NEUTRAL environment. Just behavior redirection is needed. Customers will appreciate it. Thank you kindly, Experienced Nurse/Mom
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  • Location convenience
  • Receptionist with attitude

Preferred solution: *Billing audit adjustment with my insurance according to my last visit. I think I was over charged. *Staff to be redirected in their behavior for customer services.See statement. No discrimination.

User's recommendation: Obtain the administrators# and email contacts for feedback. I was unable to submit my concerns on their website twice. So this popped up.


Xpress Wellness Urgent Care - Customer Care Review

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Here is what has gone out to the Internet to 6 sites so far. Open till 8! Except when you roll in with your 6 year old with a fever, rash, and vomiting. Then you are turned away after being told they've been turning away patients "since at least 6:30" (said with a shrug). Then as I was complaining to my husband while getting back in the car to go find the local ER (we are visiting from out of town) an employee smoking at the backdoor interrupted to tell me about their policy. She was unnecessarily rude in a conversation that she never should have considered herself a part of. I trusted their site only to find out they actually stop working an hour and a half before close. I left without a scene only to be harassed by an employee in the parking lot. Now, as I wait in the ER, I'll find out how many different places I can complain.
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Reason of review:
Poor customer service

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