Michael E. DeBakey VA Medical Center — Local services in Houston

They have one actual doctor in the ER who evaluates patients. You can tell the physician is over-worked by their patient-conversational skills, lack of empathy and eye contact, and fast food drive-thru like methods.

I work Monday-Friday 7am to 5pm (usually later). I am unable to make a weekday appointment with my primary care physician for the obvious time-constraint, so my condition usually goes unseen until its bad enough for me to make a trip downtown. Also, it takes nearly 3 months for an appointment to see my VA primary care physician.

So, with that said, I make the trip downtown to the ER. With 3 people waiting in the waiting area, I am eventually called back after a two hour wait. Keep in mind - they do not hold people in various rooms while you wait for a doctor, as the majority of civilian Urgent/Emergency cares do. So the three potential patients, are the three patients at this time.

My condition: A service-connected ankle injury with lasting pain. This pain has only worsened the more mobile I am. It is to the point where if I work more than 5 hours on my feet, I have trouble walking the rest of the day, to include nightly cramps in my foot.

As the physician calls my name, she quickly turns around, speed walks to her office/triage room and sits down. This is before I can even turn the corner to see which room she entered. I sit down, explain my reason for being at the Emergency Room, and before she has even turned away from her computer to look at me she says "So, what would you like me to do about it." She continues, "Do you want some pain meds?" My response was slow, because I had to contain my sarcasm and potentially negative response. I wanted to respond with "Well, you're the physician correct? You tell me." Instead, I restated the reason I was there, asked what my options are for treatment, and asked what she felt was the correct route for someone with my medical history and current issue to take. Again she responds with nothing other than "What kind of pain meds do you want."

I understand as disabled veterans we cannot expect the same care as a for-profit in/out patient medical facility, but is it too much to ask to hire people who can actually perform their jobs? I noticed the snack and drink machines are Top-of the -Line and basically resemble fridge-sized robots with voices. So why is the lone physician, who services one of the largest cities in the United States and surrounding areas, lacking a decent medical staff? Is there no accountability?

On another note, while in the waiting room, I noticed a man suffering from a shortness of breath come in and was seated. I was seen before this man. I understand I came in before him, but stated on the wall in front of the waiting room, patients are seen on a critical needs basis first. This man should have been immediately seen. That's hard to do with one physician on staff.

Before I get flamed with a response from medical staff at the hospital, saying something like "The other doctor was on lunch" etc., etc. This isn't my first time here, this isn't my first terrible experience here, and this isn't the first time I've noticed only one doctor talking to each and every patient in the waiting room. In fact, I've NEVER seen additional physicians consulting patients in the waiting room. It's always ONE.

The people coming through these doors, once swore an oath to protect this country. The overwhelming majority have, honorably. Some have in the most terrifying examples imaginable, which carry lasting effects on the individual and their families. With these sacrifices, comes a level of care provided to these individuals from the government in which they served.

Let me finish by saying not all staff operate below operational standards. Some of them actually do care, and thank you for caring. For those who do not, please find other employment because your patients deserve better.

UPDATE: I was promised a call from podiatry. Still no call two...

Update - This VA is disgusting & could care less about veterans. Since my first review I still have not received a call back for the complaint that I filed, going on 3 weeks now! The so called “Chief Executive Experience Officer” is part of the problem. His careless attitude is a reflection of my experience with this VA’s staff.

So far I’ve seen racist &/or incompetent staff to include doctors. I do believe race is a factor. I was told by a VA phone representative that most patients aren’t treated in the manner in which I was. The two Indian female doctors that supposed to help me didn’t seem to care. I have a hard time believing that they treat all veterans in this manner!

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I had one of the worst experiences today visiting this ER. I relocated from Atlanta to Houston & I needed to renew imperative medications for my mental & physical health. The ER doctor, Dr Richa Gupta started off by telling me that rheumatologist are the ones who prescribes the medications that I asked to be filled. I then asked her for a refill for a depression & anxiety prescription as I have been dealing with really bad mental health issues. She denied me that prescription. All of the prescriptions that I requested she did not want to refill.

Prior to my visiting the ER the VA Tele health nurse advised me to visit the ER for the specific medications that I requested. Then once I arrived Dr. Richa Gupta for whatever reason gave me a hard time. I got frustrated as I was already dealing with a migraine and rheumatoid arthritis pains so I asked her “Are you going to help me or not?“ I told her that I didn’t feel well and that I was there for assistance. She then said go to the pharmacy. She was very dismissive & lacked empathy. I then went to the pharmacy, sat there for 20 minutes before realizing my name was not showing up. The pharmacist told me that I needed to speak with them before they could put in any prescriptions. It was my first time there & I wasn’t given any instructions by the Dr prior to her saying, “Go to the pharmacy.”

Once the pharmacist presented me with the medication, I realized that the depression/anxiety medication was not included. I was told by the pharmacist that I needed to go back to the ER and speak with the Dr. The nurse that initially checked me in addressed me about the situation. I let her know that I am on multiple medications for multiple ailments and that I needed this specific depression medication because it worked better for me with less side effects. The nurse was very courteous and showed empathy. She then told me that the doctor was not going to prescribe the depression medication. I told her that I was having a mental health crisis and that I would be filing a complaint. I got up and left. As I was getting into my vehicle the nurse called and texted me stating that she got the doctor to fill the prescription. The doctor then followed up with a call.

Why did I have to go through being treated like a case number and not a human being, just to get the doctor to write a prescription? I am an 80% disabled veteran with multiple health issues. No veteran asking for medical help should be treated in this manner. Veterinarians treat animals better than how I was treated today.

I gave one star because the nurse was very courteous and very kind. If it wasn’t for her, I would give zero stars. I don’t remember her name but I do know that she is a Black female and she really seemed concerned about my well-being. I thank her because without her stepping in it would’ve been hard for me to make it through the day. To that nurse, Thank you.

In closing, I have to say that as a Black man it is hard for us to ask for help concerning mental health issues. Then when we ask for it, this is how we’re treated as if we don’t matter. I don’t know if the female Indian doctor, Richa Gupta is racist or does she simply treat every veteran as if they don’t matter. Nontheless, it’s...

I am the wife of a service-connected disabled USMC Veteran. I’m also a former (due to care of my spouse) medical health care professional. I am well experienced in both sides of patient care. I can say many of the various staff members are polite, friendly & knowledgeable, however, it’s those staff members who lack professionalism & lack of respect which tear down the efforts & presence of what this hospital was meant to represent in all facets.

In more depth, I can attest how I’ve yet to witness my husband being treated as a “whole patient”. As he suffers both physical & PTSD issues, this medical center, as a whole, fails him miserably; if admitted for mental health while coincidentally enduring a very painfully, crippling gout (knee) attack, he is left without any medication regimen much less pain control (this is taking place this minute) for this physical issue.

It seems counterproductive given how pain can exasserbate or even trigger further mental and physical complications. As we speak, he is admitted on the 6th floor & I am concerned for his safety. I have received his calls begging, in tears, for me to do something to help him. It is my assertion more harm is being done to his well being at this rate. When I am present, if I attempt to convey information about his circumstance, I am quickly snapped at (“the Veteran can speak for himself”) & ignored. Sadly, this makes staff member follow-up calls directed at me impossible to take seriously, no matter their seemingly genuine interest. By the time the calls start, I’m completely disgusted by how his current case began.

Additionally, while his in-patient status is preceded by very stressful turmoil for both of us, each time it has caused further stress and strain. My nights are sleepless while he is there on the 6th floor. During his last stay, he was unreasonably (I continually read every chart note, lab result, etc.) handled and left on the actual hard, cold floor after complaining of chest pain. A staff member even noted their disbelief of his complaint (a big red flag as to standard of care). Three days later he was having emergent open heart surgery. Thankfully, the cardiovascular team took most excellent care of him. Had it been left up to the 6A staff “belief” system, I have absolutely no doubt I’d currently be a widow.

We are most grateful for those staff members and representatives who take pride in their work, are present & accountable (yes, they do exist, I’ve had the honor of meeting a few). If not for those individuals, this hospital would be a miserable failure.

As to those staff members who are unprofessional, unfriendly, incompetent & unwilling... I encourage them to read about the career and goals of the hospitals namesake- Dr. Michael E. DeBakey and then ask themselves if he would stand for their name on his payroll. I think not.

No matter the hospital, the department, the Doctor, the terminology, the technician, the administrative clerk, the test or the health condition, I encourage each patient & their chosen caregiver(s) to advocate for themselves/patient as much as they can. Read, READ, ReAd all that can be read about any, ANY, AnY question that comes to mind and then ask, ASK, AsK anybody, everybody until a comfort level is reached. Every patient & their circumstances are unique and very important. Health care can be very taxing for everyone involved, however, there is no excuse for a patient feeling unheard, uncared for, ignored or left with unanswered, answerable questions and proper, Standard of...