Banner Urgent Care | Surprise, AZ | Bell Rd — Local services in Surprise

The woman at the front desk at this banner urgent care was rude, condescending and disrespectful. I stood at the counter when I walked in and waited for at least a full minute for her to finish a text. When she finally looked up she said nothing to me and stared. When I told her I was checking in she asked if I had a reservation. I told her no and she responded, “well just so you know there are one, two, three [and proceeded to count all the way to 11] people in front of you.” Her tone was passive aggressive and it was obvious she was annoyed by my presence. She took my ID and insurance card and said nothing. I continued standing at the counter holding my infant as she clicked away at her computer. I finally asked her if she needed me to continue standing there, to which she replied, “No. You can have a seat.” A while later she called me back up and announced loudly in front of the entire waiting room that I completed the check-in form incorrectly. She advised me to be more specific about my symptoms. I completed the form, handed it back to her, and stood in more silence. As she read my revised response she rolled her eyes and asked if I was able to give a urine sample (a question also announced loudly in front of a packed waiting room). It took an hour and 15 minutes for me to get my cards back. I didn’t mind waiting, after all, I didn’t have a reservation. While I waited I heard her shame another patient, calling him loudly by name and announcing he must wear a mask. It was rude and I would’ve been embarrassed if she had said that to me. The nurse was delightful, the NP was a pleasure to work with. While in my room I overheard someone talking negatively about another patient I saw earlier in the lobby. I never write these, but this woman made the experience unpleasant in every way. After spending an entire day working and caring for others, taking my sick infant to the pediatrician, and then taking myself to urgent care, I just needed a little compassion. She had the power to make the experience great, and she made a difficult day...

If this allowed, I would give zero stars. On December 14, a heavy television fell on my left foot. I went to the Urgent Care on an emergency basis for my left foot. The front desk person entered my phone number and email address wrong. I was told, by the attending physician, I had a contusion on my foot, and was sent home, with the understanding the radiologist would look at my X-rays, and call me with the results, within two hours. I waited in pain all night, not being able to use my left foot. I never got a call that night. We were leaving for Colorado the next day, so on the way to the airport that morning, I called them. The girl that answered the phone, must have seen my caller ID number didn’t match the records. She said my phone number and email were wrong. She then corrected all my information. She said the radiologist tried to call me four times. Well, he couldn’t get ahold of me to tell me my foot was FRACTURED, and I needed to be seen again, because my information was entered wrong. They never called my husband, to inform him, even though I said it was okay for him to receive information on me. I had to make it through two airports, and an almost two hour flight back to Colorado, with a fractured left foot. I had to wrack up another medical bill at the Emergency Room here in Colorado, new X-rays, consult, so I could get my fractured foot treated. I had to see an orthopedic surgeon, in Colorado, and he put a cast on it, non weight-bearing for three weeks, then reeval again at that time.

I do want to say that at the Banner Urgent Care on Bell and Reems, the male nurse, rad tech, and the man who helped me fit my crutches, after we had to ask the physician for them, were very nice, and helpful. For the record, I would never go back there for care. Very disappointed with my care there. Theresa Coffee, RDH,...

We made an appointment, but received a text that they were 50 minutes behind. So our appt was pushed back an hour. Not a problem at all... I appreciated the text and then rescheduling to another time versus getting there and having to wait. However, when we arrived for our rescheduled time (10 minutes early as requested)... we still ended up waiting almost 45 minutes to be seen. A little disappointing. The young lady at front desk (did not catch her name) was more interested in being on her phone than helping. She had her head down on her cell phone the entire time we were signing in and when we left. As we were leaving I had to say “excuse me, are we all checked out and good to go” because she didn’t even notice us standing there... I heard several other people needing to get her attention as they were leaving as well, because she was on her phone. She was not very friendly or attentive. The X-ray tech (Alan) who brought us back to the exam room was not very friendly either, he actually seemed annoyed that we were even there and that he had to check us in. BUT... the NP who came in to evaluate my son ... Anthony Marchelli NP ... was amazing. He was very friendly, extremely knowledgeable and seemed genuinely happy to help my son. I was very happy that of the three employees we experienced that day the one examining and diagnosing my son was Anthony. He definitely made up for the other two employees and their lack of customer service. Would have been a great visit and a 5 star had the lady and Alan seemed remotely interested in their job/patients/visitors. (Keeping to the appointment time or even close to it would have also been a bonus). But the important thing was that my son was diagnosed, treated and will get better thanks to the great care he received...