Norton Sleep - Brownsboro

The doctor was nice, the place is clean. The young girl at the front desk had very poor customer service skills, or lack thereof. She seemed miserable, uninterested, she was not personable at all, didn't smile or really great me at all. This issue is a problem because the CSC is the face of the business and unfortunately sometimes with terrible service the entire place could be judged by that interaction. Aside from that poor interaction the doctor was kind, attentive, and supportive.

I was evaluated twice for a significant health concern, yet the issue was missed both times. This failure delayed proper treatment and caused unnecessary risk and frustration.

Never got my husband's cpap that they advised. Goulds wouldn't let us purchase, kept getting overseas customer service. Then 2020 came along and it went on back burner. Called to see if they could intervene in helping to get the machine with Goulds or another company and they stated he would have to do a new study. Even though after receiving he'd have to come in to get it set up and correct numbers.

My son with Down syndrome had his sleep study done here and they were amazing. He was anxious because he thought he was going to be alone. I stayed with him. He was hooked up and we settled in. Thanks to Angela. She was so helpful and made him feel at ease. I think he would have gone home with her. I did get a recliner and had brought my own pillow and blanket. Got up bright and early and went home and back to bed.

I had a titration test scheduled at this location and spoke to the office staff because it was a change in location and they assured me everything was fine and they would get the authorization ( this was 3 weeks before my appointment). Two days before my appointment I called to confirm I was coming and they confirmed my visit. One day before my appointment they called me to confirm that I was coming and I said absolutely my bag is packed . On the morning of my appointment the director Mr. Scott McClure called to say my appointment was canceled due to no authorization was received from my insurance. I called my insurance authorization department and they specifically said they did not receive a request from Norton Brownsboro and that they should escalate the request so I could keep my appointment. I called Mr McClure back and he apologized for his staff not getting my authorization in but that he wasn’t going to try to escalate the authorization. He then began to make decisions that I no longer needed the titration test and that I could just go on auto cpap. I explained to him my father had just passed away and my sleep was even more interrupted and that I had been waiting on this appointment for weeks. He refused to escalate the authorization and proceeded to try and get me a cpap as quick as he could. I again stated that was NOT what I wanted. I have since received the cpap and having a lot of problems with it. Today I called to speak to my doctor Josephine Mei. A woman named Kayla which was very RUDE , called back and stated that i didn’t call and ask for the doctor but only to tell them I was having chest pain and left shoulder and that i didn’t mention ANYTHING about the cpap. This has been the absolute WORST experience I’ve ever had with Nortons and I am going to contact an attorney about medical malpractice and refusal to provide appropriate care! The titration test was scheduled and Mr McClure agreed and apologized that his staff did not do their jobs and that he was going to get to the bottom of it which he didn’t because my test was never rescheduled. He decided I didn’t need it and that auto cpap was the best decision and he’s not even my doctor. I would definitely not recommend this office and I think they need sensitivity training in order to deal with patients better because they absolutely do not care about the patients and will talk to you any kind of way ! I’m sick of it ! And I will be taking this up the ladder Mr McClure ! I hope you read this. You absolutely need to do BETTER ! This is unacceptable.