West Killeen Medical Home

Experiencia fantástica: They never answer the phone, BUT at the clinic, the front desk are nice, the new guys at the pharmacy (Corey) are super fast and helpful and my NP Nicole Lopez is amazing, she help me with all my questions, she's wonderfull ❤️

Experiencia negativa: The staff is friendly, however, no one ever seems to care about answering the phone. It makes it so difficult just to make or reschedule appointments.. it would be nice if this issue was resolved..

Experiencia negativa: No one answers the phone when I call you can tell they just hang it up. It’s very frustrating especially when I only have a small window to be on the phone because of my work schedule.

Experiencia negativa: Neither good nor bad, it is very cold in the building, I advise you to always take a warm sweater with you at least. Two girls working at the reception are sitting in sweaters. It is not clear why no one adjusts the air conditioner so that everyone is comfortable. Moreover, sick people and small children come to them. As far as I understand, military families come to this clinic. Because when entering, to get a ticket, you need to scan the card. It is not clear why they do not answer phone calls to their clinic, because the girls at the reception have plenty of free time, but I have never heard their phone ring, it is strange... I was seen quite quickly, I had to wait for the doctor for about half an hour. Afterward, the doctor told me to go to the pharmacy window and pick up the medicine. In total, I spent about 1 hour - 1:30 hours in this clinic. Unfortunately, this clinic did not keep its promise to provide the test results the next day. Nobody called me, so I had to go there myself to address the issue.

Experiencia negativa: They will forget about you!! I had a phone appointment set up for the 5th of august to have a refill on my medications. I got a call from them on the 10th to reschedule it for later that day, 4pm to be exact. No call. When I tried to call them no one answered. It is now August 19th and i still can't get ahold of them to have my medication refilled. Not to mention I've actually only met my "doctor" once for about 5 mins and every single time I go in there it's a different person working with me who has no idea about my conditions. Possibly the worst doctors office I've ever been too.

Experiencia negativa: Every single time I call this office no one answers!!!!!One thing I can say is the physician I see is amazing.She took her time with me and answered all my questions. But as far as the front office personnel they need to do better!!! I called the office in Harker Heights got through on the second ring! I will be transferring somewhere else soon! It’s ridiculous. I know I can book and all that online but sometimes people just need to have one simple questioned answered and you would think by call the office they would be more than helpful nope. I wouldn’t refer anyone here for that reason! And I’ve complained about this before! Nothing has changed

Experiencia negativa: If I could give 0 stars I would. I’ve been to this location 3 times and each time it gets worse. I scheduled an appointment yesterday at 1:20 and waited until 2:15 in the back for the doctor. I ended up walking out and talked to the front desk about me leaving due to me having to go back to work. I got a voicemail talking about them being able to order lab work, so I call back and was told that I was miscommunicated with and that I’d have to schedule another appointment. Mind you, I had been nice the ENTIRE time despite the unprofessionalism provided to me and had not complained once. After being told that I’d have to reschedule and miss work once more I finally decided to just basically express how I was thinking of switching providers and she cut me off, talked over me and asked if I’d like to reschedule. So I cut her off, talked over her, and hung up. This place needs some serious intervention especially the nurses and doctors,( front desk was super sweet) there’s no need to treat nice clients like that.

Experiencia negativa: Nobody ever answers the phone, when they do they cant even help. They tell you to set up appointmentsn online on MHS. Gentleman at the front desk was rude yesterday to my wife when she showed up to her appointment. She was seen and was told to get labs done tomorrow which is today. She goes on post to get them done and wasted half a day worth of work only to find out these people never submitted the order for the labs. Who even does the hiring process for these places? These people are terrible, how are active duty members, veterans and spouses being treated like this at these facilities that are there to serve one purpose? I hope this gets to the people in charge and hope they make changes. 1.9 rating tells you everything you need to know about this place. Switching doctors, today. If I would be able to give no star I would.

Experiencia fantástica: Haven't had a problem at all. Everyone is friendly. Give my Doc a raise

Experiencia negativa: The worst customer service and providers. They do not care about soldiers families.

Experiencia negativa: PICK UP YHE PHONE! Your customer service is severely lacking!

Experiencia negativa: Serval times I have called and they RARELY pick up the phone. Voice mail is always full so I cannot leave a message. However, my experiences with the nurses and doctors so far have been great.

Experiencia negativa: Never answer phone. Long wait times. No professionalism at all.

Experiencia negativa: HAVE TO GO IN PERSON JUST TO SCHEDULE AN APPOINTMENT BECAUSE THEY NEVER ANSWER THE PHONE. THEY ALWAYS TELL ME LEAVE A VOICE MAIL BUT THE MAILBOX IS FULL.

Experiencia negativa: I can never get through to schedule an appointment. Better off just going to an urgent care.

Experiencia negativa: Why have a phone if they NEVER PICK UP!!! I'm changing to a different place

Experiencia negativa: I have never had my phone call answered in the 5 months we’ve been going to this clinic. Typically calls back in 1-2 business days.. just ridiculous.

Experiencia negativa: The phones are never working no one ever answers the phone. You have to go through the army appointment line to schedule. I have switched Doctors there twice I feel like I’m not being taken seriously or my needs being met. I feel as though I’m not being heard when it comes to my concerns and I normally go to urgent care because I dread making appointments here. They really need to change things around and do better.

Experiencia negativa: The customer service sucks. And to sit here and wait almost two hours for them to just say, “If it was my daughter, I would take her to the hospital”. A waste of time!!!

Experiencia negativa: Horrible customer service. Wont answer the phone or help give answers to our questions.

Experiencia negativa: Customer service is horrible, they never answer the phone, and they make you wait forever just to ask a question. Just ridiculous

Experiencia negativa: I RECEIVED LESS THAN STANDARD CARE TODAY! TriCare should be ashamed of the clinics they send service members and their families to. Dr. Johnson’s nurse we rude. I made a complaint after waiting for over an hour after my scheduled appointment time and the nurse instantly tried to blame me for being late although I arrived 15 minutes early. I never actually saw the doctor because I was tired of waiting. The front desk employees were extremely understanding and helpful.

Experiencia negativa: they never answer the phones

Experiencia fantástica: Y'all I've been coming here for the last 4 years and I love this hospital!!! The front desk staff is busy but always kind and my primary Dr. John's has always been wonderful!!!! Idk why they have such low star rating but despite any difficulties or frustration, I never blame them because they really do the best they can with the resources they get at this small facility!!! Especially the last few years of the pandemic and recovering from that!!! Thank you for guys at West Killeen for everything you do!! Candais Phillips

Experiencia fantástica: Doctor Anderson and other lady that took me in this morning are really awesome!

Experiencia fantástica: Ms. Anderson is the best!!! Love my PA♥️

Experiencia fantástica: We PCS here from JBLM & this clinic is amazing . & at first was looking at the reviews I was terrified this clinic was gonna be horrible . But so far al nurses and doctors are amazing . They are friendly, professional and very informative . The front guy working at the counter is very friendly and respectful he gets you in and out and make sure that you are not waiting a long time . I like that they have a pharmacy there as well very convenient for me and my family. Very happy I choose this clinic as our primary clinic .

Experiencia positiva: Team of amazing staff. Very caring and professional. Also got the medical attention I greatly needed. Thank you

Experiencia negativa: Dr bible is great. Front desk NEVER answers!

Experiencia negativa: Terrible place. Isn’t military friendly. Doesn’t help soldiers picking up prescription at 1630 because the pharmacy closes at 1645.

Experiencia negativa: Poor service, I always think that they gonna be better next time; however, they are getting worse. I got appointment on 09:20 and still no doctor at 10:16. Come on people have to do other things done too. If you can’t be on time don’t schedule the appointment.

Experiencia fantástica: David at the front desk is awesome .! He helped me and my wife out when she was sick he went the extra mile to set everything up !

Experiencia negativa: Why does this place exist? They never answer the phone. Sometimes the phone system will even hang up on you. Get rid of this place if it isn't going to be staffed properly and have a proper working phone system.

Experiencia positiva: I have so far loved the clinic and staff here. The phone lines are ridiculous. I have several numbers to call here and none of them get answered or they hang up while your waiting to get through. So it's hard to get in if needed

Experiencia negativa: Worse clinic ever. Fix the phones already!

Experiencia fantástica: Awesome stuff and amazing Dr. Always taking care of your needs.

Experiencia negativa: Does this place ever answer their phones?

Experiencia negativa: My daughter and I went in a week ago and got swabbed for flu and strep and we are STILL waiting on the results! I have tried contacting them through the patient portal and no one is responding back but I do see they have been reading my messages!

Experiencia negativa: First off not all of this place is bad. But there needs to be some immediate changes and after reading through the reviews it just confirms it even more. There is an older woman at the front desk she wears glasses, I didn't catch her name but she is so kind everytime we come in. I always hope I go to her station. Station 4. And I can tell she is always like that because every time I come in she makes the experience way better. The one who has given my kids their shots and removed stitches from my son, once again forgot her name, she is the one who normally does the Immunizations. She has been amazing each and every time. Now. The negatives. Good luck ever getting anyone to answer the phone. That needs to be fixed. People shouldn't have to come in when they are sick to make an appointment because the phones are not being answered. I have no problem waiting on hold but just answer the calls. . Today on 23Nov2022 my son was taken in by his dad for my son's flu shot. A new rep was covering down for the lady who normally does Immunizations. My husband said she was rude and did not know what she was doing. When he asked for a copy of our other sons Immunizations record she said he was not assigned to this hospital. She was wrong. I had to go in and while I was waiting to see her to get the record since she was with another patient at the time multiple people had to go in to help her and even the front desk stated she doesn't know what she is doing. Either this person needs to be trained before covering down or have someone with more experience fill that slot. I ended up with my sons shot record. Lastly. I didn't see her name or a name tape but on the 23rd of November working at Station 1 at 2pm. It takes nothing to be polite to your patients. I don't think you should be working at the front desk if you don't have even the slitest bit of customs and courtesies or good customer service. You give the medical home a bad look today . Not sure if you were just having a bad day but your attitude and responses were beyond rude. It is too easy to just greet someone and "how can I help you." Simple as that and goes along way. No I don't want a call back but hope they take this review to heart and we start to see some of these improvements

Experiencia negativa: Hard to get in contact with anyone here. Especially when you are not in the area anymore.

Experiencia negativa: Terrible. Literally no one answers the phone. I have to go in to schedule appointments. Are the google numbers wrong? Are the numbers on Darnell’s site wrong? Switched to Russel Collier and have been very happy with them. Everyone seems to hate their job at West Killeen Medical Home. Extreme wait times in the lobby too.

Experiencia fantástica: We PCS here from JBLM & this clinic is amazing . & at first was looking at the reviews I was terrified this clinic was gonna be horrible . But so far al nurses and doctors are amazing . They are friendly, professional and very informative . The front guy working at the counter is very friendly and respectful he gets you in and out and make sure that you are not waiting a long time . I like that they have a pharmacy there as well very convenient for me and my family. Very happy I choose this clinic as our primary clinic .

Experiencia fantástica: We PCS here from JBLM & this clinic is amazing . & at first was looking at the reviews I was terrified this clinic was gonna be horrible . But so far al nurses and doctors are amazing . They are friendly, professional and very informative . The front guy working at the counter is very friendly and respectful he gets you in and out and make sure that you are not waiting a long time . I like that they have a pharmacy there as well very convenient for me and my family. Very happy I choose this clinic as our primary clinic .

Experiencia negativa: Why even have a phone number if you can never get through to anyone? Every time I call, the automated voice says they’re all busy and after a minute of being “on hold,” the call automatically drops. Every-single-time. It’s absolutely ridiculous.

Experiencia positiva: I would say while they don’t answer the phone , every time we go up there for paperwork or something they always do a good job of getting back to us in a decent amount of tim

Experiencia fantástica: Today was my first time visiting West Killeen Medical Home. From the second we stepped in the door we were greeted with a hello and asked to scan our card and grab a ticket. The wait wasn't long. Once we were called to come back. They weighed me and then my husband and I went into the examination room. Our Nurse Assistant Ms.Buffalo was like and angel from heaven she asked me questions and was very polite with exceptional bedside manners. After I was done with my questions two more angels came in the examination room Nurse Deaton and Dr. Anderson. We talked and discussed more in depth with my reasoning for my visit. Both Dr. Anderson and Nurse Deaton were super kind and informative. I was blown away with the honesty, kindness and all the helpful information they gave me and my Husband. I honestly felt so much peace after we left West Killeen Medical Home. I swear if anyone is looking ro have services done or questions and concerns answered. This is the place to be at!

Experiencia positiva: Today Jan 5th 2022 I had a negative experience at killeen medical home. Although this is not the first negative experience I had what was different about today was that I called and spoke to the first line manager who was newly hired here. This was the first conversation I'd been able to have with management. He was completely attentative to my concerns and spoke with me about his intentions to make changes here not only regarding my issue but issues that others have expressed in the past. I felt heard, understood and respected as a person and patient while speaking to him. I am happy with the solutions he worked with me to find and his clear intentions to do right by patients

Experiencia fantástica: My 1st experience here was great! Front Desk was very prompt and informed; my nurse and new Dr are Awesome.

Experiencia negativa: why does no one EVER answers the phone. The phone automatically hangs up... been calling for over a week. This is very unprofessional for a medical provider. REDICULOUS!

Experiencia positiva: I would say while they don’t answer the phone , every time we go up there for paperwork or something they always do a good job of getting back to us in a decent amount of time

Experiencia negativa: They never pick up!! So unorganized, no call backs!

Experiencia negativa: I am so frustrated with the organizational/ communication skills from some of the staff (or lack there of). It is ridiculously difficult to get my medication which I need to function. No one ever answers the phone. I went in to drop off paper work and asked one of the front desk staff if I could put in a refill request was told yes. We went through the process and was told they will call you in 48-72 hours. Okay great 4 days go by I try calling can’t get a hold of anyone the next week my providers nurse calls me telling me I need to call the refill number even though I don’t have any. I call anyway and the only option in the px who never has my medication in stock even though it’s a SUPER COMMON MEDICATION. The nurses tone and attitude is awful and she argues with you. The only reason I haven’t tried to switch clinics is because I really love my provider Dr. Bybel. She always gets back to me, gets me in, answers all of my questions, and makes me feel comfortable.

Experiencia negativa: After all the changes recently it went downhill. Nobody picks up the phone anymore, I don't get call backs for blood results, new nurses are rude. Doctors pretend to listen but do not fix concerns. Takes almost a week to get a call back from a doctor. Took a month to get a referral. Medications put in dont get signed until a week after visit so i can't pick it up. After years I am forced to change clinics.

Experiencia negativa: I don't understand how this office can never answer the phone. I have called and called for over week and never an answer. How can we make appointments if calls are being ignored.

Experiencia fantástica: Ms. Buffalo provided me with the best care I have had in a very long time. Her kindness and understanding of what I'm dealing with showed a genuine concern for me as a patient. Bring down any stress I might have had feeling rushed from past medical visits. Thank You from Mr Mason...

Experiencia negativa: The Doctors office has hardly any electricity room dark and In pain was not a good feeling. I had to switch Doctors today. I can’t keep doing this back and forth in pain for two years, Hand brace does not work but only for so long. I need surgery for my Carpel tunnel! All they ever want do is send you to Therapy and give you medication to knock you out, that is it! By the way Patty is on the nicest receptionist the others have no care or filter! Dr J I will call her, judges and doesn’t listen, and that affects the care, Not professional at all! I’m still lost of what they are putting and at what they will do no input on that at all! I’m a Military Widow single parent home I need Surgery not to be doped up and sent to physical therapy all the time, It’s just me! I need Surgery. I can’t take the pain anymore off and on!

Experiencia negativa: Front desk makes the whole experience horrible specifically Patricia she is so rude !

Experiencia negativa: I came here because my daughter was transferred there from Darnell, yesterday was our first visit , the Dr was good , however there is only 2 pharmacy windows open and yesterday they didn’t have the meds, and we was waiting for almost 2 hrs ,only four then to tell us they didn’t have it . Today I came in and they again are so slow and nonchalant, no movement at all ! They drag everything out! I never seen anything like that before ! They seriously have to change that .

Experiencia negativa: I absolutely hate to call this clinic. I have not been seen there because when I set up my first initial visit for the first time with my doctor the appointment was cancelled. However, the receptionist, front desk worker "Patricia" is very rude and dry. She answers the phone and ask "This is Patricia, how can I help you", I reply with "Hello Ms. Patricia, how are you doing today", she replies with "Busy", I then state to her that "Yes ma'am, sorry to hear that. I would like to make an initial first visit with my provider." If this is how they are on the telephone I am dreading visiting this location. I am a Medical Support Assistant (MSA) myself and I would never speak to a patient in the manner or tone that Patricia spoke to me on the phone.

Experiencia negativa: I've already reached out to Tricare to have my provider changed. I personally have never been able to get anyone here on the phone when I call, but that may be for the best. When I've been in the lobby waiting to be seen, I'm in shock at the lack of professionalism displayed when they do answer the phone for others.

Experiencia negativa: My daughter is seen here and the doctors are amazing but the front desk never answers the phone, it’s quite irritating because tricare online isn’t a thing anymore & I don’t have time to come in to make an appointment.

Experiencia negativa: Aside from having to wait on hold for over 10 minutes at a time, my direct experience with the nurse and doctor make this medical home the worst to be provided through Tricare. After my two lastest visits, I know I will not be returning again. I left feeling uncomfortable and boarderline interrogated in order to set an appointment and receive the service I asked for —which shouldn’t be a task, especially if my health is being discussed in a MEDICAL home clinic. Both nurse Mary and Dr. Leary were very unprofessional and hostile in tone while they both questioned me during my appointment. I plan on filing a complaint with the patient advocate office. 1/10 do not recommend.

Experiencia negativa: Never answers the phone. Always get hung up on.

Experiencia negativa: I will start by saying I like my provider I see there. The problem is with the front desk and phone line. They don’t answer half the time and after so many rings it hangs up. Super frustrating.

Experiencia negativa: Wife went in to see Dr. Brown for her first appointment today and said he was completely unprofessional and rude. He didn't look at her issue and just threw out the blanket "it's from covid" excuse and rushed her out the door. Changing her PCM right now and leaving another sad excuse of military healthcare in our rearview mirror.

Experiencia negativa: I was recently assigned to this clinic by the insurance company. I haven't had my first appointment yet but I'm already frustrated and disappointed. It took multiple phone calls to get through to someone to make an appointment and I was only able to do so after requesting assistance from CRDAMC. My first appt is this morning, and I have literally been calling all morning to confirm the time, no luck. The phone just rings nonstop. I read through the reviews and saw that someone posted three numbers as direct lines there (553-8126/8127/8125). Still couldn't get through to a person at any of those numbers. I'm trying to remain optimistic but this is crazy!

Experiencia negativa: Wish we could give 0 stars

Experiencia negativa: I have been to the ER twice now and I have been trying to get in touch with West Killeen Medical home for two days now, I’ve tried every number for the clinic and all I get is a ring then hung up on. The front desk is rude, and I’ve only seen my primary once, because I can never get in touch with the clinic. I gave them a one star because my diabetic doctor there is awesome and she goes above and beyond to help me, everyone needs to learn from her that works there. At this point I’m calling my insurance company to be switched I can’t be a patient at a practice that makes you feel like a burden and uncared for.

Experiencia negativa: Can never get a hold of them. So frustrating!

Experiencia negativa: Good luck reaching them. You’re on hold for only 1 minute and the line disconnects. This happens every time you call them.

Experiencia negativa: The elderly woman that answers the phone, bless her heart, is not very knowledgeable about phone numbers, and somewhat hard of hearing. She was supposed to take down my number for a nurse to call me back and after a week of not hearing anything I called to see what was going on and they advised they called the number given and was not able to reach me. I assured them I never got a call from them and they repeated the number that was given to them by the elderly lady and it was WRONG. The next incident is today where I asked for some information, but come to find out the information she gave me was wrong. I assured her that information was there since I’ve spoken with staff months prior that was able to give me the correct information. The elderly woman continued to deflect instead of owning up to the fact she wasn’t too knowledgeable on the matter which was just to find a certain number I needed. I asked her if she could find someone to help or just have them call me back and instead of helping she continued to deflect and try to send me on a wild goose chase. Bless her heart, taking calls isn’t for her. This matter I need help with is too critical for someone at the front desk to not know what they’re doing.

Experiencia negativa: I can NEVER get anyone on the phone when I need them. I will call early during normal business hours and the message says they are closed. I will call later and be on hold until their phone disconnects me (usually after a minute and a half of holding). I usually don’t get someone on the phone until late in the day and by then I’ll have been suffering all day. Then they can’t usually get me in for DAYS after that. I had a doctor here who tried to tell me (after I hadn’t been to a doctor in years) that if I came in with too many issues at once I would use all my husbands benefits and he wouldn’t have any left by the time he got out.... WHAT?! The people at the front desk are rude. I went in while no one else was there one day and the 2 people at the front desk, were just talking (gossip) and ignored me standing there, I finally had to “interrupt” them so I could get some assistance.

Experiencia negativa: I love my dr. That’s about it. Good luck calling. They won’t answer. Or they will and then immediately hang up. I left a complaint. Received a call from the manager with some excuse about their phone system. No. This has been going on for years. I’m over it. Everyone else seems to be over it. I’m switching insurance plans. I’d rather pay out of pocket than ever deal with this office again. I mean I really shouldn’t have to drive up there every time I need something. Then get attitude about why I didn’t call or email. Emails? Nah. They don’t respond to those either. I have never left a bad review for anywhere until now, and that’s after years of being hung up on and attitude from the staff.

Experiencia negativa: This place is only getting ONE star for its exceptionally Crappy customer service by the incompetent receptionists. The rest of the clinic (doctors, PAs, other staff, Pharmacy) is fine. My wife went in for an appointment the other day and was spoken to very rudely by the receptionist when she called my wife’s number, then realized her mistake and shooed her away and told her to sit back down. Furthermore, when my wife calls the West Killeen Medical Home, either the receptionists will not pick up, or if they do, they put you on hold then will drop the call/hang up on you after 10 minutes. This is unacceptable, especially for a U.S. Government medical facility. Update: I also sent this information via email to the clinic supervisor, and they were gravely concerned about these receptionists’ behavior, and they will be under further scrutiny. I hope they are counseled and retrained to be more effective and efficient, instead of being fired. Update 2: My wife has called the Killeen Medical Home on 19 November for refills for her depression medication, allergy medication and asthma medication. I know they have 72 hours to respond, but it’s been 5 business days already. It’s now Monday, 25 November 2024 and no response. Now she has to wait another 72 hours for them to respond. I’m pretty sure whoever is the link between the patient and the doctor is the weak link at this place.

Experiencia fantástica: I was given short notice that I needed a physical for my college. The lady on the phone said there were no appointments for a month out. She called me back and told me she pulled some strings and was able to get me in the next day. This is by far the best service I've had at an army medical center.

Experiencia fantástica: I had an urgent request and they were quick and very patient. Thank you so much for your help.

Experiencia positiva: Don't appreciate not being notified that my appointment was canceled. Drove there to find a sign on the door saying it wouldn't open until 11. But, front staff, wait times,pharmacy are usually pretty good.

Experiencia negativa: FRONT DESK STAFF NEEDS TO BE REPLACED. NURSES ARE SEMI RUDE.

Experiencia negativa: Only giving one star for my doctor but literally everyone at the front desk can get fired…that’s all.

Experiencia negativa: The worst medical facility I’ve ever been to, bad customer service and they are rude all the time

Experiencia negativa: Worst clinic I have ever been to... the receptionist here are so rude and disrespectful, I hate calling and getting hung up on, ignored or yelled at for a question. I never can get a straight forward answer, it’s always different. They always are making excuses as to why they can’t do something for you. Needed a referral for a specific doctor and they refused to send it to where I needed. No one at this clinic is professional, it’s horrible.

Experiencia negativa: Bad staff always rude and dr.johnson is the worst doctor I had ever seen

Experiencia negativa: Only giving 2 stars because I love my doctor. The lady at the front desk gives me attitude EVERY TIME. She asks every detail of why I need to be seen, why I cant come this day or this time, why I need to call back, etc. Literally every detail. She is not a doctor or medical professional, she does not need all these details. I absolutely hate calling because of her. Update: Changing to one star because they changed my pcm and now they have “pre screen”. Literally took 25 mins to do a prescreen.

Experiencia negativa: You would think the receptionist would have better manners working with people on a daily basis but they don’t. They are more worried about gossip and talking badly about others than they are about getting patients checked in and taken care of in a timely manner. I’ve been going there since they opened up and nothing has changed. It’s so sad to see those ladies be more focused on drama than patients waiting to get checked in. They are also so rude and unprofessional when it comes to dealing with patients. I’d recommend going elsewhere! It’s not worth the headache.

Experiencia negativa: I'm so sick of dealing with this place. All of the staff always speaks to you with an attitude like all of the miscommunication is your fault when it's not. Everytime I talk to someone I get different answers. I would go into detail but a lot of it is obviously personal information. I once was for some reason put on a 3 way call with the receptionist and some other woman who must not have been aware that I could hear her because she continued to talk to the receptionist like I was a nuisance and she would deal with me at another time. I am an RN however I have never worked for a government medical facility and am new to tricare but I honestly don't know how people put up with this. If I talked this way to my patients I would be fired. That's how it should be.

Experiencia negativa: Absolutely the worst facility for children! Called to see if I could do a walk in since I had to pick him up from school. Told them he had a cough and congestion with no fever. They wouldn’t see him unless he had a COVID test done first. DO NOT GO HERE!

Experiencia negativa: We had called for the pharmacy and we were told “Call back later in 10min were flooded with customers I cannot do that right now” and that’s not the only time we’ve witnessed the employees act unprofessional, would highly recommend not going to this clinic.

Experiencia negativa: Worse clinic ever,Doctors are horrible. No communication. Im still waiting on my X-rays results and found out my Dr don’t work there anymore, counter told me that the next Dr will give me a call to talk about my results still waiting on it.

Experiencia negativa: Horrible and unprofessional customer service in the front desk area! The doctor excellent, nurse and pharmacy excellent customer service!

Experiencia negativa: If I could give less than one star, I would. I was referred to this "medical home" by tricare, who won't let me pick my own doctor. I made an appointment online over a week ago. I had no choice for an earlier appointment. I get a call this morning while I am asleep and this ratchet woman who can barely pronounce the simplest words leaves me a message to call them. A few minutes later I receive a text and an email that my appointment was canceled. What the hell? I try to call them and it says all team members are busy. Then it hangs up on me automatically after exactly 1 minute and 33 seconds four times in a row. This place, like other reviewers said, is hot garbage and needs to be bulldozed into the ground. It's not worthy of being called a health clinc.

Experiencia negativa: Called multiple times to cancel my wife's appointment, kept getting hung up on. They need to learn to answer the phone instead of ignoring it. I wish it was staffed by soldiers and not civilians

Experiencia negativa: The front desk is extremely unprofessional and rude. Every time I call someone either hangs up in the middle me of me talking or I just get an attitude for no reason. I’ve honestly brushed it off in hopes they would hire new staff but since it’s happening so often I figured it was time to leave an honest review.

Experiencia fantástica: I have never had any problems with the reception.

Experiencia fantástica: Always been treated good. The Dr's are thorough and fast.

Experiencia positiva: Recent wait times haven't been as bad or as difficult. I love my doctor and her staff, I also find the front desk personnel to be very pleasant. Thank you for all you do!

Experiencia negativa: People want to at least feel that the people that are here to help us with our health concerns actually care about our health concerns. You call they let it ring forever and hang up or get on the phone with attitudes. Was told over the phone I was talking to the nurse and then found out I was not after showing up physically. Extremely rude staff. I see the reviews and I understand why. Very dismissive and short. Lots of passive aggression. The doctor is pretty good so far but the front staff may need some hospitality training.

Experiencia negativa: Lack of professionalism, lack of care, lack of courtesy. Steer clear of this place, you’re better off.

Experiencia negativa: Shame on you Fort Hood and West Killeen Medical Home. I guess it is ok for you to turn your patients away and not even offer a virtual visit. Two weeks waiting for an appt and you turn my daughter away even with a negative covid test. The only reason she had a COVID test done was to be in the safe side. The only symptom she had was chest pain which she have been experiencing on and off even before COVID. Healthcare providers refusing to see patients. You turn my daughter away, but let your clerks sit on their desk with their rude attitude and without wearing masks and then have the nerve to tell me you are trying to protect your staff and are following CDC guidelines, the same guidelines for which your clerks must be wearing masks! Double standards!!

Experiencia negativa: I covid seen for patients with chronic pain management. I quarantined Myself for 7days minimum. I only had signs of covid due to severe dehydration and having little body mass. My results came back negative and they refused to serve me and my child. Yet I seen patients who had covid tests pending yet those patients were roaming the clinic with no mask! West Killeen staff are untrustworthy!

Experiencia negativa: I just switched to a different clinic for my daughter just now. This clinic was supposed to call me back to schedule my daughters ultrasound for her head. I gave them till after Xmas to give me a call back. Mind you, this call was made on the 17th ofDecember. Still I haven’t heard from them so I tried calling them today and the machine kept saying someone will be right with me until it said no one is at the desk and to leave a voicemail. If this was just a regular appointment I wouldn’t be as upset (which it shouldn’t matter of the situation), but I have a referral for an ultrasound which isn’t a simple check up. They definitely didn’t care enough to give me a call back for something serious.