Baylor Scott & White The Heart Hospital - Plano

My experience at Baylor Scot & White was excellent. Everyone was very courteous and helpful. The doctors did a wonderful job explaining my problem and how they were going to do the repairs. My only suggestion is that you should have transportation of some kind from the hospital to the clinics.

This is the best hospital I've ever been to for heart proceeder. Staff, and registered nurse are so friendly and very helpful even doctor are very kind and straight forward helping me installed 2 Stent in my heart lad. There's only problem I've notice is the bathroom shower is very hard due to the way it built water drip out everywhere. Other than that I dont know how thankful I really am!! Tung ngo

UPDATE: Baylor was once a very respected facility. Not so much now. You can see below that someone responded to my review and requested that I file a complaint directly with Baylor, which I did. What a total waste of time. Someone called me to tell me that my complaint had been "escalated." This means absolutely NOTHING. Still not able to schedule my appointment because I would be outside their 30 day window after seeing my doctor. I'm sure there are better facilities available. Very disappointed in this place. My Cardiologist wanted me to schedule a Nuclear Stress Study at this hospital. I'm not sure exactly what happened, but it took ten days for the hospital to call to schedule. The scheduler was quite rude and not knowledgeable at all. She rattled off the things that I was to do on the day of the study (fasting, no caffeine, etc.) Then she said to take my regular meds. Because I use Ozempic for T2 Diabetes, I asked her if I needed to avoid it during the week prior to the study. Her response was "I don't know, you will need to call your doctor." She had just told me the things I needed to do and not do, so how could she not know the answer to this question. She was also extremely rude when I tried to explain to her that I could not schedule for about six weeks as I had vacation planned. She snapped that I would need to make another appointment with the doc because I had to schedule the appointment within 30 days of seeing the doc. Well, they WHY did you allow 10 or 11 days to pass before even attempting to schedule?? I told her to forget it. That I would not be scheduling the test now or ever. She was silent and I hung up.

Our visit for my father's biopsy was marred by unprofessionalism, beginning with the receptionist's rude and accusatory demeanor when demanding payment, which made us feel like we were being treated as criminals rather than patients. The experience worsened in the imaging center where, despite my long-standing role as my father's consistent translator and my strong qualifications as a medical student with a major in Healthcare Studies, the technician abruptly refused to allow me to interpret, condescendingly citing "medical jargon" as the reason. This action not only insulted my competence and suggested I would be dishonest with my own father about the procedure but, more critically, it was a bad disregard for my father's right to choose his interpreter and our family's repeated refusal to accept her arbitrary decision, ultimately demonstrating that the staff member prioritized her own judgment over the clear wishes and established rights of the patient.

There are definitely 5 star resources at BSW! YOU must be the stewart of how you interact. Key is knowledge and communication. In my case I have a cousin who is a cardiologist who has provided information for me to know and base my BSW interactions upon. That said BSW is a huge machine. There are subpar resources to be avoided. BSW has many suppliers within their business that tarnish the BSW overall performance. BSW requires more oversight of these "vendors" to ensure patient safety so that the exceptional BSW resources are not hindered. There are areas that could yield improved efficiencies, notable are answering services where behaviors are adversarial due to the lack of BSW organizational understanding. Post op, calling 911 is NOT the correct response. It will make you feel like calling an attorney rather than resolving the issue at hand. The remedy here is improved third party risk management (TPRM) of the BSW supply chain. BSW improvements could be many; reputation, patient satisfaction, BSW resource workload reduction and extreme cost savings expanding BSW profits without raising costs. All win except the poorly performing "vendors". Sign of the times, everyone desires the payment with little to no accountability. This attitude exists in technology, politics and business operations today. Let's not let it take over better medical practice. A first step could be BSW setting up a quick communication pathway, that the patient understands upon BSW engaement, on how to best communicate issues as they occur. Yup, name rank seriel number....etc. Sadly not all humans act equally. They must have knowledge, training and the correct disposition to help patients. BSW should clearly define and expect "vendors" to meet contractual expectations for the machine to run smoothly. Engagement contracts should be reviewed for related performance criteria. The best are at BSW! Too bad you have to pick thru the "vendor" supply chain resources. Legal would do well to move their focus to these "vendors" where BSW could then experience further patient risk reductions. Legal needs to operate on behalf of the BSW exceptional resources. I owe my life to BSW resources! Too bad they must suffer every day with some of the subpar "vendors". Time for the legal team to earn their keep? I'll bet some of that team are also "vendors"?