The Hospital at Westlake Medical Center — Local services in West Lake Hills

Excellent Hospital, except one bad apple.

I went for spinal fusion. Arrived early was brought back and set up for surgery. All good. Surgery went great! I will try and remember all of the awesome nurses, staff, etc; The Great; Jessica was awesome. Very attentive, pleasant, helpful and friendly. Raquelle (spelling wrong possibly- very awesome service and delivery of food), Dennis (Physical Therapist) was very knowledgeable, listened, actually helpful. Dr. Dryer and Dr. Stewart were amazing as well as the other Doctor, cannot remember her name. The Good- Michelle was a helpful nurse most of the time. She seemed to have something bothering her, but still a good nurse. The Very Poor- Holly (spelling possibly) had poor bed side manner from the very beginning. The entire reason for this rating being less than 5. Dropping a couple f-bombs within our first interaction was something that didn't bother me right away. Her snarky comments I attributed to her possibly being tired or overworked. As I began to interact more with her, I realized she just thought she was better than everyone. I was to be discharged the next day, however as I live 3 hours away and the only pain meds to have effect on me made me horribly nauseous, I was stuck in bed until the pain meds were up'd. As I was unable to lift my head without the room spinning and having to swallow vomit on more than one occasion, I didn't feel it appropriate to be released. Summary- very nauseous, pain meds not keeping up at all. Performing all exercises, breathing, PT etc when asked despite that..Holly comes in and says "You should be fking home. I don't care if you puke, I want your a out of bed every two hours regardless if someone is in here." I quickly stated that was fine of it was ok. I would need Zofran (nausea pill) but I will gladly do it as I am very fit. I told her my concerns with puking with an incision in my abdomen plus a new spinal fusion and she said she didn't "give a dan." Then she disappeared for over 2.5 hours. As I logged it, in which food delayed and I was without water for the entire time. When she came back I asked nicely if she heard anything about another medical issue I was experiencing (pain in testicle) and she walked in said "..yeah I don't what it is." And proceeded to walk out. She came back with meds and told me to take them, and I mentioned I didn't have water. As you can imagine by the time my wife comes in the next day, I am a little irritated to say the least. I was in worst pain than before having been ignored for almost 3 hours. I received my last dose of meds, and all the check out stuff. She asks for my signature and says I need to sign to verify my wife will make sure nothing is left behind. Then says "wow you managed to actually find someone to marry you huh?" My wife was taken back a little and I politely said yes I was lucky. Then she reads through all the do's and don'ts after discharge. My wife then repeated a few things to make sure she understood correctly and didn't miss anything, and Holly said "We just fu*ing went over this." My wife is way too shy and I didn't hear or at least didn't think I heard it correctly so it goes unchallenged. She then has the tenacity to say "well at least you are ina better mood now." I am VERY polite, very difficult to get me angry, uet certainly angry enough to write this long of a review on my experience! Holly with the Spinal Care patients (older lady with gray/white short hair) had horrible bed side manners, horrible people skills and honestly will be not be tolerated if I ever have to come back. I told my wife itlf I had to deal with her another day, I would have used my walker and puked my way all the way to the front door and would have had my wife come pick me up. I am 14 years active duty military, a Command member responsible for my crew and I take excellent care of my body as well as treat everyone with respect. I have never been so hurt, angry and irritated in all my life. I hope she had some bad things pop up and that isn't her normal personality. Everything...

I just spent 5 intense days in this wonderful facility for removal of a massive gallbladder. It was quite an ordeal and I'm not gonna pretend I remember every moment perfectly because I was being given IV pain medication. First of all... Donna, my ER nurse was amazing. She is so easy to talk to, personable, knowledgeable... and she can sure hit a vein! They once called her up to my hospital room to insert a new IV and I was thrilled to see her again! I've had previous experience with Donna and she's always wonderful. I had two doctors. My surgeon, Dr. Alex Santos, is amazing doctor! Performed a very difficult removal of a gallbladder the size of a baseball. Very attentive. The on-site doctor, Dr. Laney, is probably one of the most caring doctors I have ever encountered in a hospital. He was always nearby. Great bedside manner. You can tell this man truly loves helping people. My nurses were like superheroes. They did everything they could to make sure I was as comfortable as possible during a time when I was experiencing the worst pain of my life. I can't say enough. James handled my first (and most intense) night like a champion. He even had me doing breathing exercises with him. He was born to do what he does. I can't thank him enough! The other nurses were all wonderful with the exception of one! The last nurse I had, Dan, was the polar opposite of every other nurse. Dan was beyond rude. I fell that he chose the wrong profession. He did and said so many ugly things, I don't even have the energy to type it all! But he shouldn't be a nurse. I wouldn't even want that man making me a latte. For now I will assume Dan is gone, or he was having the worst day of his life, because so many other ppl here need 5 stars. But he would get 1. The woman who made my meals was also darling! She found out I was vegan and after a day... she had done her research and added things to the menu special just for me! Just above and beyond! But of all the staff, the one who holds my heart is the Tec, Curtis! Curtis was there for me through it all. He was kind, compassionate, witty, caring, and he was ahead of everything that was happening. Always making sure I had what I needed and was doing what I needed to do. He even helped me walk the halls during recovery. I will miss him dearly and hope I can somehow thank him for being there with me through something so difficult. Thank you Curtis! You're my MVP. And thank you to the entire staff (not Dan) for everything you did for me! I will only use this hospital from...

Let’s start from the beginning. My wife and I were at Austin Emergency center and told that we would be taken to this hospital and she would go straight into OR. She was transferred by ambulance and the hospital staff seemed to have no clue who she was or what was going on although the nurse from Austin Emergency was in constant communication with them for us. Strike one. Once my wife received her room finally we tried finding out when she was going to get her surgery. This is where there “I Don’t Know” began. Mind you - she hadn’t eaten all day because we were told she would go straight into surgery. Finally around 8:30pm we ask if surgery is happening or not (again) but this time remind them she hasn’t eaten all day. The nurses say “oh yeah you can eat till 12 looks like surgery will be in the morning”. She then was given an IV drip that was supposed to be a 4 hour drip. 9 hours later there was liquid on the floor and still HALF of an IV bag full. OR nurses and staff were nice and informative but then once again post surgery the inpatient staff was so bothered with any question or concern we had. 3 people told us that post surgery she would have to be on a liquid diet. No one wanted to help us get her soup or jello and said we had to “wait on the dr”. hours pass and still nothing. Mother in law calls in to speak to charge nurse and all of the sudden someone came to us and says “oh she can eat” and asks what she wants saying that she can eat a more advanced diet, I step in of course and question that given three other people told us she could only have liquid diet. Then post surgery she wasn’t connected to an IV or having her vitals monitored and we were there for 6 more hours. We were given Plasma Flow for her legs but given zero instruction. We would ask when we were being discharged because we were told it was only a couple of hours for recovery but met with more “I dont know”. Then, the nurse came in, changed her wound dressings, gave her paperwork and left. We waiting wondering what next and then decided to ask if this meant we were good to go. We walked to the desk and asked and were meant with a head nod and left. I already have a strong anxiety towards the healthcare system given experiences in the past and really tried to give this place the benefit of the doubt in the beginning but the fact is the inpatient staff were neglectful and just wanted to be anywhere else but there. Avoiding having to ever...