Upright MRI of Sugar Land

It took repeated calls to actually make an appointment. From the first call to the moment I left the facility, this was honestly the worst experience I have ever had with any medical practice. The administrative staff were short, curt and cold with answering calls. I was refused an appointment after 4 calls because they required my order be faxed there first. I wish I had been told that by the first gal, who said she would call me back within an hour, but never called back.
Once I did get the appointment, 4 different women called me to confirm the appointment. Three of the calls were the same morning. I informed each caller that I had just been called and had already confirmed. I asked if no one had updated the software. Apparently admins from both offices were all confirming the same 8 patients, all doing the same job at the same time with the «left hand not knowing what the right hand was doing.» The next day, I got up, got ready and left early to drive 45 minutes to be on-​time for my appointment as requested. When I arrived, I was informed in continuing rude fashion that my appointment had been changed without my knowledge from 11:30 to 12:45. So, I left to run an errand. When I returned, I waited until 1:00 to ask if my appointment was really at 12:45. At that point the office manager told me they were running behind. I wasn’t seated until 1:30. The administrative staff needs training on answering phones in a kind, warm manner. Saying your practice name followed by putting the caller immediately on hold, repeatedly, is poor customer service. As a new patient, out of 4 present staff members, only the 2 clinical staff made eye contact, used my name and were friendly. I was offered no apologies by the admin staff including the office manager. Instead they were defensive and seemed uncaring. Having worked as a medical and dental admin team member for 20 years, I am in shock at the horrible speech, disorganization, lack of systems and inefficiency of the admin team at Upright MRI. I can’t imagine the business they lose because the refuse appointments and behave in the above manner once you are scheduled. My 1^st impression is, I will never return to this facility.

These ladies are top notch! This was my first MRI and the technician, Lauri, explained every step of the process and answered all my questions. Both Lauri and Maggie were very friendly and made this a good experience. Not that I hope to need another MRI, but if I do I’ll definitely go back to Upright MRI!