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ER

   3.2 / 5

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   1 / 5

Unprofessional and rude staff

My daughter took her husband to the ER Saturday morning. He was in excruciating pain and had been vomiting for hours (turns out it was a kidney stone)! Before they even got an IV started the nurse came into the treatment room, looked at him lying on the bed in terrible pain, and commented that he had "WalMart feet", because he had some mud on them from walking to the car in flip flops!! I certainly hope this isn't the norm for this facility and its staff, but regardless, that is without a doubt the most rude and completely insulting and unprofessional comment I have EVER HEARD from anyone in the medical profession. That type of uncalled for and ugly comment should never be uttered from anyone who is the business of caring for people. To make matters even more insulting, the doctor then came in and made a snarky comment about my son-in-law having taken his muddy flip flops off (so he wouldn't soil the linens before putting his feet up on the bed) and that he had never seen anyone do that before. Seriously?? People don't usually slip their muddy shoes off before putting their feet up on the bed??? I'm thinking some sensitivity training may be in order, at the very least.

Julie · Fredericksburg, TX · Oct 29, 2018     Helpful? Yes · No · Inappropriate

Response from HCM

Dear Julie, thank you for taking the time to leave your review. We pride ourselves on providing the highest quality and compassionate care. I am sorry that your son-in-law had a poor experience in our ER. I have forwarded your comments to our Patient Experience Director, Holly Schmidt, who will be contacting you. Your feedback will help us to improve. Sincerely, Sheila
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   5 / 5

Fantastic ER Staff

Had issues that the complete Emergency Room team handled with extreme professionalism and competence. From the P.A.,the imaging person to nurses, check-in and registration staff, lab technician --all were so very kind. They were in touch with my physician, followed sound medical process and I walked out of there approximately 3 hours after arrival. Very good service and they were busy with many other patients at the time. Had everything I needed to get through that night until I could fill prescriptions. All staff treated me with utmost respect and dignity. My spouse was afforded courtesy and her input was listened to by people that understood the value of a partner's observations and input. Thank you, Hill Country Memorial for helping in my time of need. It was worth it to choose you!

Backacher · Kerrville, TX · Sep 20, 2018     Helpful? Yes · No · Inappropriate

Response from HCM

Thank you for taking the time to leave your review and for your kind words. A trip to the ER is never fun, but we are so glad that we made your experience better.
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   5 / 5

Wonderful Service!

I was visiting from out of state and I picked up a Texas tick. My friend tried in vain to get it out. We finally called Hill Memorial ER and received good information. We decided to come in and have the little rascal taken out. I received excellent care. Although ER was busy, the waiting time was minimal. All staff were professional and efficient. It took the doctor three attempts to excavate the tick. I slept much better knowing he was out. Thank you!

Grandma6 · Redmond, OR · Jun 27, 2018     Helpful? Yes · No · Inappropriate

Response from HCM

Linda, I am sorry you had to spend time in our ER. But I am glad we were here for you and that you were given such wonderful care. I will share your kind words with the team in the ER. Sincerely, Jasper
Jasper, Online Reputation Manager

   2 / 5

In the latter part of February I was sent to the ER by my physician for tests and fluids. Everyone was very friendly and helpful. Then I received the bill from the ER doctor. I was amazed that he was not in my insurance company's network (I have Humana). I have never had a problem with the hospital or any doctors associated with the hospital to not be in the network so it never occurred to me to question if the ER doctor was in the network. When you have only one doctor in the ER and you have no choice on doctors it would be helpful to have a doctor that takes the same insurance as the hospital. I appealed the decision with my insurance company and they denied it so I am now stuck with a high bill from the doctor.

disappointed · Fredericksburg, TX · May 16, 2018     Helpful? Yes · No · Inappropriate

Response from HCM

Good Afternoon, Thank you for your review. We are sorry to hear you had an unfortunate experience at HCM. Would you be willing to contact our Patient Experience Director, Holly Schmidt, directly at 830-997-1291. She would like to connect with the ER Physician billing company on your behalf. They are committed to working with HCM and their patients to reach a resolution on this type of issue. Sincerely, Jasper
Jasper, Online reputation manager

   1 / 5

whats the point??? FRUSTRATED

staff was very friendly which made the whole ordeal tolerable... we were referred by Mason clinic to take my mother here for a burn that had become infected and apparently had gangrene that had reached the bone in her finger. The on call orthopedic doctor had spoken to the doctor in Mason and told us to come in. We never even spoke to him or saw him. we were told "he doesn't do hands" what does that even mean? Are there not bones in the hand, ORTHOPEDIC, look it up!!!! Long story short we were sent home with nothing, no treatment, no referral, NOTHING... but a costly ER visit bill and an " I'm sorry we can't do anything for you"

Vanessa · Mason, TX · Apr 30, 2018     Helpful? Yes · No · Inappropriate

Response from HCM

Hi Vanessa, Thank you for taking the time to give us your feedback. I am sorry you had a poor experience at HCM. If you would like to give us details regarding your care please contact our Patient Experience Director, Holly Schmidt, directly at 830-997-1291. We pride ourselves in providing a good experience at HCM, and we would like the opportunity to connect with you. Thank you Jasper
Jasper, Online Reputation Manager

   1 / 5

When the nurse took us to the room to get my child’s weight she told us parents that our child was acting the way she was (screaming and crying in pain) was due to us spoiling. Our nurse did not even tell us to follow to another room, just walked out expecting us to follow. Our nurse repeatedly kept asking why we were there while trying to push on us that our situation wasn’t something we should be concerned about. When the doctor came in neither one once told us parents what they were teasing our child for, we overheard so we knew but that is not the way it should be. When the results were back the nurse and doctor cane back in, the doctor sat down and the rude nurse did all the talking. Our nurse once again was trying to talk to us like we did not know our child. When we brought up once again our child’s breathing and acting like there was something in her throat, the nurse once again shrugged it off. The nurse could tell my child father was upset so kept asking him if he had any questions or concerns, at that point he was beyond mad and was ready to leave. We went in for something and it was never looked into nor addressed. Next time we will NOT go back, we will travel to another town.

Chels · Fredericksburg, TX · Apr 03, 2018     Helpful? Yes · No · Inappropriate

Response from HCM

Good Afternoon Chelsea, I apologize for the poor experience you had at our ER today. I know how stressful and scary it can be when you take your children to the ER. Thank you for taking the time to leave your review. Your voice truly does make us better. If you would like to give us details regarding your care, please contact our Director of Patient Experience, Holly Schmidt directly at 830-997-1291. We pride ourselves in providing a good experience at HCM, and we would like the opportunity to connect with you. Sincerely, Jasper
Jasper Eisenberg, Thank you

   5 / 5

I am impressed beyond words by the excellent care and expertise of the doctors and nurses in the ER. I mangled my finger and was scared and quite nervous. Immediately I was put at ease by reassuring words and excellent medical skills. The doctor and nurse were the best of the best. One week later I returned to have the stitches removed. I was even more uptight than my first visit. That the ER was a busy place was obvious. Removing my stitches had to have been at the bottom of their list that afternoon; however, the doctor and nurse I saw made me feel as if they had all the time in the world and that I was the most important person there. A couple of other personnel passing by inquired about my well-being, and even the janitor put in a friendly word. I thought this kind of experience in a hospital was alive only in memories. Thank you for your level of expertise medically and emotionally. You guys are the best!

Koolie · Canyon, TX · Mar 27, 2018     Helpful? Yes · No · Inappropriate

Response from HCM

Hi Donna, Thank you for your GREAT review and kind words. Please contact us directly at 830-997-1291 if there were any details or individuals involved in your care that you would like to recognize or discuss further. I will send your review to our ER Director to share with the team. Your voice makes us better. Sincerely, Jasper
Jasper, Online Reputation Manager

   1 / 5

Doesn't even deserve one star

The ER dept is a joke these days... This used to be a wonderful hospital until recently. All they have is doctors that can not even speak hardly one CLEAR English word. Extremely hard to understand anything that is said. I was in the ER early Thursday morning. I saw the doctor for maybe 3 minutes in the middle of being there for almost 3 hours. Then out of no where the nurse came in saying "Ok, you are good to go, here are your prescriptions!" I didn't even hear from the doctor, what was wrong or ANYTHING! Absolutely the WORST service ever...

Guess · Fredericksburg, TX · Feb 08, 2018     Helpful? Yes · No · Inappropriate

Response from HCM

I am sorry that you had an unfortunate experience in our ER. At HCM, we always strive to provide the very best service. I understand that you have already spoken to our ER director regarding your concerns. Your voice makes us better. Sheila
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   5 / 5

Kind staff

Our son who suffers with chronic migraines, is so super sensitive to meds, the people here can do nothing for him except give him an IV with some light meds, and fluids, so I can give him meds when we go back home. They are so understanding, caring, and sweet to him, I would highly recommend this ER...For the most part the Doctors and nurses, all techs, are super nice and seem to care about my son.

Kevinsmom · Kerrville, TX · Feb 05, 2018     Helpful? Yes · No · Inappropriate

Response from HCM

Hi there. Thank you so much for your 5 star review and kind words. I am so glad we were able to help with your son's migraine. Please fee free to contact our Patient Experience Director, Holly Schmidt at 830-997-1291 if you would like to discuss details of your experience or if there are individuals you would like to personally recognize. Sheila
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   1 / 5

Treated horribly, will never go back

We took our 7 month old into the ER because her temperature went from 103 to 95 in about an hour and half. We called our on call doctor and they said to bring her in since it was so low, keep in mind we used 3 different thermometers at home which all read in the 95.0-95.5 range. We get to the ER, are seen within 5 minutes, we thought that’s great! But here’s when it goes wrong. We go back, get our daughter weighed and then they start taking her temp. She has 97.7 and the two nurses start badgering us with rude attitudes saying, “Why did you say she had fever? She doesn’t have fever.” I said, “I never said that, on the sign in sheet I wrote 95.5 temp and ear infection.” The nurse got mad and said well she doesn’t have that now, she used the three thermometers we brought with us, they read 97 as well then walked out of the room saying nothing. After the nurses were gone for about 2-3 minutes my husband used the ear thermometer and it read 95.5 again. At this time the nurse came back in and we showed her the thermometer, she said “Well I don’t know what to tell you, it’s broken.” WE JUST BOUGHT IT LESS THAN 30 MINUTES BEFORE ARRIVING! she then used it herself and got the same reading. After this she left again and came back with discharge papers and said there’s nothing we can do for you, here’s a folder with discharge papers in it. I’ve never been treated so rude, I’ll never go back to this ER again. I will be calling to talk to someone about this. This was uncalled for.

Chelsea · Fredericksburg, TX · Jan 31, 2018     Helpful? Yes · No · Inappropriate

Response from HCM

Chelsea, I am sorry to hear you had an unfortunate experience at HCM. We pride ourselves in providing a good experience, and we would like the opportunity to connect with you. I have forwarded your information to our Patient Experience Director, Holly Schmidt. She will be contacting you directly to discuss the details of your visit. Thank you for taking the time to leave your review. Your voice makes us better. Sheila
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