Memorial Hermann Greater Heights Hospital — Attraction in Houston

I am doing 2 separate reviews for 2 separate visits to this hospital. I rate my first visit 5/5 STARS On 09/01/2020 I received phenomenal care from the staff. I was dealing with a very traumatic event and from the moment I stepped in the facility I was greeted with warmth and compassion. The young lady that was working the entry desk to take the temperature and place the armband on was extremely kind and she truly set the tone in letting me know that I would be well taken care of. There was a minimal wait to be triaged but once I was back and explained the reason for my visit, I was taken to a private area where my care immediately started and I truly felt as if I was a priority. The staff did everything possible to give me comfort, support, and encouragement. Every staff member; from the registration personnel to the technicians that transported me to my scans that day were so thoughtful and amazing. The staff all made a very fragile situation much easier to handle.

SECOND VISIT RATING 1/5: WORST EXPERIENCE EVER IN A HEALTHCARE SETTING The 1 STAR is for the radiology department who were rockstars!! The staff was completely opposite from my first visit. The difference was like night and day. I felt a loss of dignity and respect because of how poorly I was treated. Even now I still hurt emotionally and mentally from the feeling of condemnation and judgment that I was treated with when returning to the hospital on 9/9/2020. When I was discharged on 09/01 my CT report that showed one slight fracture in my cheekbone. Since my original visit, I was experiencing symptoms of a concussion and pain that was persistent at 6-7 Out of 10 despite taking over the counter pain medication as well as using several non pharmacological techniques such as facial massage (as much as tolerable), ice, heat, distraction, meditation, etc. I presented back to the ER for further evaluation for increasing pain, blurry vision, some Dizziness, and nausea. After the swelling reduced, I manually felt additional breaks in my face and wanted a repeat CT. I also requested pain medicine to last a few more days until I could get an appointment with a PCP and/or the facial surgeon to figure out next steps.

I was taken to the triage area and was not actually triaged but entered into a conversation with PA Ricardo Guerra who immediately begin to convince me to leave the hospital. I was informed that I was already treated once and my situation was not a life threatening emergency. People walk in the ER fine one moment and could need CPR in the next. When I attempted to explain my concerns as to why I was returning, Ricardo repeatedly expressed how there is not typically any change with re-imaging. I was told that medication seeking was not tolerated and that it was against policy to write another prescription for pain medicine and that should be handled by a PCP. I was also refused medication to be administered by any staff. I explained about COVID making appointments not available for new patients sooner than 2 weeks and I was refused treatment of any kind an additional 3 times. I asked for higher level administration staff and spoke with a female charge nurse who essentially repeated the same thing the PA said. I informed her I had health insurance and although they were refusing to treat my pain, they could at least do the re-imaging. She still refused to repeat the CT an additional 2-3 times.

At this point I was in tears, infuriated, and demeaned. I asked for the next level of administration. Dr Bauer is who finally agreed to do the CT begrudgingly. He emphasized yet again this was not an emergency but since I was there they may as well do it. The repeat CT revealed an additional 6 fractures, compared to the 1 fracture on the original report. As a nurse myself who has worked ER and TRAUMA; the unprofessional/unethical behavior I was subjected to is something I wish no one will have to endure or suffer from in a healthcare environment. If you have another option, my recommendation is DON’T CHOOSE MEMORIAL HERMANN...

YES IVE REACHED OUT TO THE HOSPITAL AND ALSO EMAILED THEM TO TALK TO SOMEOME TO SHOW MY CONCERNS, BUT NO LUCK. So I’m writing a review.

I gave birth here at the hospitals labor and delivery, probably the worst experience ever in my life. The labor and delivery team & definitely their anesthesiologist team are probably the worst people I’ve ever met. I was in labor roughly 18 hours. The nurse was extremely rude when my IV was inserted into my hand I immediately told the nurse it was causing me a lot of pain. She said to not overreact give it time and it’ll feel ok in a bit. After a hour my hand started turning purple so my mom went to get the nurse to fix it and she gave attitude and said that she’d put it on my other hand and that usually it doesn’t swell like that. My mom and mother in law and partner were constantly asking questions about the medicines I was given or when the doctor was going to check in and the nurse would ignore them. I was also having complications breathing so I was given a air mask but I would occasionally take it off due to crying because it would get sucked to my face and make it harder to breathe. I’m guessing the nurse didn’t like that I was taking it off to catch air and she would smack it back on and I would tell her to stop being so rough and she then began to tell me “it’s time to grow up and be a big girl and stop complaining”. After my contractions started to hit 60-70 I then asked for a anesthesiologists so I could begin my epidural. It was a young lady 23-25 maybe and African American/Black. Immediately she came off as rude off the bat. I asked if we could hold on a few minutes so my contraction could pass and she sighed and said that’s fine okay. It took almost 15 minutes for her to finish putting my epidural in. And it was extremely painful. I immediately told her it was uncomfortable and felt wrong. Her response was well I’ll come back in 30 minutes to check on you. The epidural was not working so I told the nurse to call the anesthesiologists back so she came and started asking me questions. 1. Why do you think it’s not working. 2. What pain are you feeling. I proceeded to tell her I was still feeling everything the contractions and the pain in my back from where she placed the epidural. And I told her it was a really sharp pain as in cramps but x100 and she informed me that epidurals are not supposed to take my contraction pain away that it was only supposed to numb my vaginal area for delivery and I began to question her because clearly that’s not true I was told if I used a epidural it would numb me from the waist down and if I chose it I’d have to get a peeing tub and bag connected to me. The main problem I had with her was that she told me “I’m not a magician I don’t have powers if it doesn’t work then it’s just your body’s fault.” “You can press the button to make the epidural stronger or I can remove it your choice” I began to cry and at that point my relatives had been fed up. My mom told the nurse if we could request a new nurse and anesthesiologists and the nurse said no that she was our assigned nurse etc. So I began to cry more and my mother in law as well because I was complaining that I didn’t like how I was being treated and I wanted to leave. But obviously I was in labor so I had to “grow up and act like a grown up” according to my nurse. It wasn’t until 10ish AM the next morning when my doctor came in that I was given a new anesthesiologists because I was screaming and crying that I was in pain and I wasn’t being offered any help and she began to say “ I know you’re in a lot of pain I can see the epidural didn’t work I’ll get you a new anesthesiologists to come fix it so you can get rest before delivery”. The new person was a man 23-25 of Asian background and he took less then 10 mins to do it. He also allowed my partner to stay in the room with me and right after he was done he said “it should kick in , in a few seconds” and it did. After that my labor went great because I didn’t feel anything after nor...

My sister had her baby here almost 2 weeks ago. (I also had my baby here last year, and my husband and i had amazing service here! This is why we strongly recommend this place to my sister.) So my sister went in on a Thursday and had her baby on a Friday. The NIGHT L&D nurses were amazing. Super nice, super sweet, super understanding, and very attentive. They made one feel comfortable and didn't make one feel as if you're a burden. Now, the morning L&D nurse, Avia, I think was her name, was not as nice as the nurses from the night. I get it. Everyone has their own personality. She was nice in her own way, but when it came to her making one feel accommodating, she was not that. Our first language is Spanish, and when my sister started pushing, we spoke to her in spanish and English. I told my sister something in spanish that helped me while I was pushing, and the nurse completely disregarded me and said no, that was an incorrect technique. Fast forward when the baby is actually coming, and she continues to tell me, sister, to do the same exact thing she told her not to do. She was just sorta rude about it. The anesthesiologist was very rude as well. She barged in, no type of beside manner, no type of "excuse me, good morning" nothing. Just rude, and she came in more than once. There is still no type of manners, or just an "excuse me." Fortunately, my sister had a healthy baby, and now we're on postpartum care. I'm not sure if it's supposed they're supposed to do it, but they didn't stamp the babies feet on the sheet that they give you, they just gave my sister the papers and left it. Maybe it isn't a big deal, but as a first-time mom, it's a beautiful little memory one keep of their newborn babies stamped feet. I have mine, and it's so cute to have. I was just annoyed that my sister didn't get to take that memory with her. Secondly, the lady that came in to take my sisters babys name was very rude and uneducated. As I stated, we are Hispanic. My sisters babys name has a Latin accent on the name, if it couldn't be done. No big deal. We weren't fighting about it, but when my sister brought it to her attention, that she had an accent on a letter she said "oh that Mexican thing" mind you, we aren't Mexican. Which was very, for one, uncultured for her to say and rude. Then, a nurse named Jasmine in postpartum came in to the another hearing test on my little nephew because he had failed the first one. My nephew started crying because he was awoken from his sleepm normal. It happens. But instead of her trying to calm the baby so she can take the test, she continues to tell my sister that if the baby doesn't stop crying he well sabotage his own test and he's going to fail, in a very rude, nasty attitude. Then hands my nephew to my sister in a very rude manner as if he were a bag of potatoes or something. Let's not mention when she came in, no beside manner AT ALL! She was also rude to my brother in law when trying to soothe the baby after she was rude and told him not to hush the baby to let him cry because of the amniotic fluid built up inside. We know that already, but when you're a first-time parent, you don't know some of these things. Again, we're not the ones with the MD. We listen and take advice from doctors and nurses, but for her to say it in that manner was just mean. From a year ago, when I had my baby here to now, and how rude and nasty some of these nurses were, it was just crazy. Management or supervisors should really go in and check in to see if they're AT LEAST having bedside manners. I don't know what's going on with the hospital staff, but it needs to be fixed. Because...