Z-2-H Family Med & Urgent Care Clinic — Local services in Keller

I am pleased to submit this Google review for Z-2-H Family Med & Urgent Care.

On 22 August 2025, I visited this facility as a new patient, primarily due to the unavailability of my primary care physician. This was an opportunity to explore my other options regarding quality healthcare. I signed up for my annual physical through ZocDoc, and my appointment was scheduled with Dr. Ali Busoul. I completed my online forms at the time and received verification from this office of my appointment.

When I arrived, I was pleasantly greeted by the staff and was impressed with the overall appearance of the facility. All was going quite well. However, we did experience issues when I learned that the online documentation I had previously provided had to be accomplished manually because the systems they utilize for online don’t update to their primary system. This was disappointing because the purpose of completing this information online was to save time, but I lost that time by having to redo the process. Despite my small disappointment, I again accomplished this documentation, and the staff (Karuna) was invaluable, pleasant, and professional.

After completing this documentation, we encountered another issue when the individual responsible for processing my insurance information rushed the process and committed several errors, resulting in the creation of an office visit fee that was over 125% of what I was to be charged. This mistake was not a small one and could have had serious repercussions, as I am military with TRICARE insurance.

My disappointment grew at this time because it appeared that the staff was content to charge me this outrageous fee even after I politely requested them to check it for accuracy. Having TRICARE, I knew beforehand what fees I was responsible for, and this is never more than $5. So, imagine my dismay when I was told that I would have to pay over $130. TRICARE, a Federal organization, does not look favorably on issues of overpayments to veterans, and situations such as this could lead to serious consequences for vendors/medical facilities that perform these unacceptable actions. This is a grave matter and should never be downplayed or ignored.

It was at this time that I requested to speak with the office manager or supervisor. Fortunately, Ayana was in the area and quickly intervened. She has an excellent, positive demeanor, and it was evident that she is fully committed to providing outstanding customer service. The first thing Ayana said after introducing herself was to thank me for my service, and she shared that she has family who also proudly served. Ayana’s prompt interactions, kind words, and outstanding service were very impressive and began to change my disappointment.

Ayana informed me she would personally look into this matter. She, too, sensed something was not right when their system displayed such a high office fee, particularly since this is an approved TRICARE facility and Ayana has assisted and processed many veterans like myself. Ayana informed the staff and me that she was now addressing this issue, gathered all of the information from Karuna and the bill processing staff, and then proceeded to resolve this issue entirely.

It did not take Ayana much time to identify the errors and resolve them immediately. She then reran the billing request through TRICARE, as expected, my office fee was just $1, far from the $130 that was presented originally. Ayana apologized for the errors that were committed and assured me she would take this up with the staff and management to ensure this would not recur.

As soon as Ayana resolved the billing problem, Aanchal, the PA greeted me with a big smile and a warm reception. Although she was not the doctor I had scheduled with (Dr Busoul), she provided excellent service. She took the time to speak with me, reviewed my documentation, and despite the delays I experienced with the billing issue, she never rushed me. I have nothing but praise for her.

Good job overall by Z-2-H, please address my TRICARE...

the overall communication from the place in general is very poor and left me feeling violated/uncomfortable. i was first seen in person. the place itself is very clean and pretty. I told the woman I saw about my issues and why I was there. I had my blood drawn. I was never told when I was going to get my lab test results, I was never told how the results were going to be given to me, etc. I had a zoom meeting scheduled to receive those results a few days after seeing the woman in person. when I joined the zoom call, I was met with a man I did not know, had never heard of, and was not warned about. because of my past trauma with men, I had made it clear when selecting the woman I saw in person that I wanted to see only female doctors for my issue (an issue that is life-long, painful, and sensitive for me to discuss with anyone, which is why speaking to a woman about it is so important to me given, again, my past trauma). this man was not the gynecologist. rather, he just seemed to be the host of the zoom call. after a couple of uncomfortable minutes waiting, I was transfered to the call with the actual practitioner (another man i had not been warned about, told about, or had ever even heard of) who knew nothing about my case. nothing that I had told the woman I saw in person about myself and my issues had been told to this man, meaning he was not able to help me at all besides giving me my lab test results and sending me on my way. while both men were very kind, spoke gently and made sure I didn't have any questions to ask, it left me feeling very confused and violated because I had never been warned about having to see either of them, especially since I had made it clear when asked that I only wanted to see female practitioners for this specific area of my overall health.

coming here was a waste of time. very bad communication. very poor planning. no regard for patient preferences or concern for WHY the patient has those preferences in the first place. the only thing I got out of it was medication that I, by the way, know absolutely nothing about. not the names of the medication, not the functions or what they're for, absolutely nothing. when walking out of the in-person visit, I was told "we will just give you some birth control in the mean time" and that was it. no reason why, no name of it, no when it would be available, absolutely nothing. the staff at the in-person visit were all very nice and friendly but the communication skills here are very lacking. before anyone says "you should have asked about these things", I should not have to pull teeth and ask in order to get information they are supposed to be giving me by default. a patient can not ask questions if they do not know what they should be asking about in the first place.

find...

Is this the "New face of medical care"? Well, it certainly was for us! Our son (16) was feeling drained, with headaches, bad stomach, sore throat, etc. Covid, we thought, as we had received eight notifications from the High School that classmates had tested positive; two more that very day. Now, he had Covid back in October of 2020, and has had both his Pfizer shots, but never the less we wanted to make sure.

The folks at Z2H were amazing. We made the appointment online, only an hour before we went in, and were greeted by friendly staff. Everything was explained in detail so there were no surprises. They ran a battery of tests, Covid, Strep, Flu, and the Covid tests that is more accurate but takes a day or two for results.

All the way we were treated with respect, understanding, kindness, and professionalism. This location (Keller) is new, so of course it was very clean, and very well organized. The staff was amazing. I should point out that we had tried several other clinics, who stated "we don't test active cases of Covid", or said you need to be referred by a doctor. But if you are going to a place because you believe, because of symptoms, that you have Covid, then being told that they don't test active cases seems ridiculous in the extreme! But not at Z2H!

Anyway, can't say enough good things about these folks and this location. We believe that this will be our "go to" clinic for all our relevant needs. And while we know that this is a new location, and therefore doesn't have the patient load of an established practice. But if they can keep the same "patient focused" ethos, they will do very well! And it's not just patient focus, because, after all, pretty much all practices are "patient focused", but they tend to be "Illness focused". These folks were concerned as much in us as people as they were on the illness. And this is the difference.

We felt welcomed, empathized with, and in professional capable hands. Almost like customers... Which of course we are! These days, patients/customers have a myriad of choices, and, as with hotels, restaurants, and any other customer facing business, it is the SERVICE that makes the difference. And that's what we felt here.

So, thank you Z2H for your excellent service and attention to detail. Keep this up, and I'm sure we will be seeing more and more Z2H locations open up. And for sure, we will be clients! Don't lose the "secret sauce" that makes your company what it is... The excellent people! We'll be back (for sure, but hopefully not...