St. David’s Medical Center

I can regale you with story after story about how they exceeded my expectations, time after time but, just suffice to say… I would take my mother here again and I would wholeheartedly recommend this hospital to anyone. I don’t say this lightly, I work in a hospital, and I have for years. I’ll give you a brief list of where they excel.
1) Cafeteria — they have excellent food, Huge portions, reasonable prices, and numerous menu options.
2) Patient food — patients order off a specific menu for their diet. They can order breakfast, lunch, dinner, over the phone, at the time when they are hungry.
3) Registration for surgery/​pre-​op — everyone was friendly, helpful, and appeared to love their job. Refreshing!
4) Surgery — everyone was professional, hygienic, and followed protocols to a tee. They used my cell phone to contact me several times during the surgery. Once when my mother was under anesthetic, to let me know how it was going. Once when the surgery was over to let me know everything went well. And then again when she was out of recovery and ready to go back to her room.
5)The Doctor — Ronald Williams M.D. orthopedic/​oncology surgeon/​-​eminently well-​trained, highly skilled, very professional, approachable, with an outstanding bedside manner. An unbeatable combination!
7) Parking– if you are 65 and older, and having surgery, you can sign your parking ticket on the back with the birthdate of the person having surgery and your parking is free!
One last thing that is noteworthy to mention, the surgery was performed on New Year’s eve and she’s recuperating in the hospital over the holiday. So even under the circumstances with the holiday, the staffing was sufficient to give excellent care.
Kudos St, David’s!

I recently had a family member taken to this location to the emergency room around the summertime, this year. They were having quite a number of syptoms that definitely had them admitted that evening. Although, they have good insurance (a primary and secondary); the er definitely took their sweet time to admit him; once the window for out patient still covered by insurance passed, then they were admitted. The care was more than substantial of their actual room that they were cared for and left the care they received in the er room quite lacking in cleanliness and promptness. The er room still had some minimal signs of trash not completely taken out from a previous patient and some bandages still discarded so lightly onto one of the counters. I appreciate all the due diligence of the nurses and physicians in the er room, yet it could have had a quick inspection before taking in another patient after the previous trauma had been there. Not the same as Seton, where it has always been more than ready and efficient as compared to here. Both the hospital staff just as qualified and attentative.
After all the concerns and care resolved; imagine my increased stress and agitation to get a huge bill later which definitely does not seem to fall under the coverage of my family member’s medical insurance. Once I did contact the billing department and being told that because they were not submitted in the «window of coverage»…which after speaking to a few other friends, family and coworkers have happened more than once to them as well. Plus, the aggressive collection agency demanding full payment; even though you’re priorities are to pay your house taxes, utilities, food and paying medical bills in that order. As long as your submitting something in payment as often as you are financially able to-​that should be a good partnership of both account holder and collection agent. All we can do is pay and pray that our home and belongings are not ceased…

I would give it 5 stars, but some of the nurse’s In the ICU forgot why they chose this career. They want to get an attitude if you tell them your loved one is in pain or uncomfortable. They say family is welcome to stay, but the nurse seems irritated with me being here. Even though im sitting in the dark quite as can be looking at the wall. This is the hardest time in my life, the last thing I need is a nurse who doesn’t seem to care that my loved one has a tube in her throat and is in pain!

Just home from delivering my first baby at St. David’s. After delivery, we stayed a full two and a half days in a postnatal room. It was a truly amazing experience. The nurses, doctors, and staff all provided an amazing combination of standard of care, authentic caring, and education. Everyone without exception was patient, answered all our questions, responded quickly to requests for help or supplies, and offered any kind of assistance needed (rather than handing off minor tasks to someone else). Per our request, every possible service for the baby was done in our room. For the duration, the baby and I each had our own nurses and doctors, all of whom visited regularly. Transitions between shifts were smooth. Names & direct contact numbers for all staff were provided. I was really, really impressed. The only caveat I would offer for someone delivering at St. David’s is that there are a LOT of staff coming in and out of the room. I was grateful for it and really glad for all the quick and courteous visits, but I wasn’t mentally prepared for the frequency of them. Once I got the hang of it, it was awesome. (Oh, and worth mentioning that three meals a day of room service is very welcome after birth!)

Everything about this hospital is awesome. The staff and facility are excellent. If I ever need surgery, I’ll ask for St. David’s!

All I can say is when Phil was admitted here, the staff was simply amazing! Naturally we were terrified when Phil was seized with severe pain. Turned out to be kidney stones and another issue that was not life-​threatening. Simply very painful.
The staff there was so sensitive about our fears, from the Doctor down, they were very communicative and treated us as intelligent beings.
EVERYONE we met there treated us in a very sensitive and positive manner. I could not complain if I wanted to.
Also we trust their care more than anywhere in this city!

Best hospital in Austin. Minimal waiting time. I park on the other side of the parking garage for free.

This is by far the BEST hospital I have ever been to. (on 32^nd st). Every single thing about it was comforting. It’s so much cleaner than Seton. The staff have the most compassion and understanding for the patients than anywhere else. I have to be treated for wound care-​have three open wounds. I’ve been twice to the ER for care, one was a holiday, and the nurses, doctors, check-​in people, technicians are beyond excellent.
One doesn’t know what a horrible doctor and hosp is until one gets a super doctor and hosp and can compare. The nurse who treated me today was so kind and told me every step of the way what she was doing, asked me how I was while she was packing he wounds, etc. She was very thorough about exactly what I need to do to get and stay well. And the other day I went for care was just as good. I have to return in 2 days for recheck and I honestly don’t mind going to the hospital because I know I will be well cared for.
I was at this hosp last year for a life-​threatening illness – ARDS – and they literally kept me alive.
WORD OF WARNING: DO NOT GO TO ST DAVIDS IN BASTROP. NEVER. EVER. EVER.

I really wish I could give this place a negative 5 star.
I went here about a good 3 weeks ago about the pain in my eye and a sharp pain from a headache. Told me I had pink eye and the headache should go away. The nurse and doctor at the time of visit were really nice, wish I could remember they’re names. Darn.
Fast forward to today. I went back because I still had that headache but it got worse for 2 weeks. Worst visit. EVER! I went after I passed out at work from the headache but not too long after I got there I was being seen. Not by the doctor, oh no, just by a nurse. Long story short. Gave me 2 pills, no test were done, had to pay upfront a $ 100, and not a single nurse or doctor came by to see how I was doing after I took the meds except when it came down to the billing. Even that lady was rude too. I kept asking the same thing over and looked at me as if I was an idiot. I was released after being there an hour.
In all my years of being in hospitals and being sick, this is the worst care I have ever had.
I am NEVER going back and will find somewhere and someone else who can take a look at this damn headache!

This mediocre rating is entirely about billing. Everyone I spoke to (including billing people) was polite and helpful. The nurses were great. Scheduling was easy and reliable. I have no complaints about the facility or any care received.
Short version… slow to file claims creating confusion, left hand doesn’t talk to the right, quick to bill, slow to write checks. I believe this is a systemic and process problem that needs to be addressed.
Longer version…
Series of surgeries for my wife starting in early January when I paid a lump sum equal to my out of pocket maximum at their surgical center. Issues I have thereafter.
1. St. Davids billing took a long time to file their insurance claim, longer than several other providers we saw after the surgery and all other providers involved in it (doctors, anesthesiologists). As a result, I had to continue paying out of pocket for various medical costs (my insurance company had no record that we had been billed by St. Davids) after reaching my out of pocket maximum.
2. Months ago, they acknowledged that they owe me several thousand dollars. This being the result of the fact that claims from providers we saw after our first surgery were filed in such a manner that our insurance carrier saw us meet our OOP max. via those claims. They then paid St. Davids in full as they should have based on the fact that from their side we had reached our OOP maximum through the other providers by the time St. Davids claim arrived. Eventually I called them and this was explained to me and I was told I had a check coming. Nothing for over a month. Called again… sorry whoops, we will expedite it. Maybe a month later I get a call telling me what the check amount will be. That was a little over a week ago, no check yet… assume it will get here soon. I wrote that first Check in January. It is July.
3. Along the way, we had an emergency and additional surgeries and used some other St. Davids services. As a result we had 3 or 4 bills coming from different St. Davids facilities. Everyone was extremely prompt about sending us bills and monthly reminders at all times. They really have that part humming. Once I was advised they actually owed me, I asked why I was getting all of these bills and was told every interaction was a different account and the other facilities had no way to know that I had a positive balance with them. I should trust central billing to work it all out in time. To their credit they did, but this still seems an inappropriate way to handle things. If I weren’t keeping close tabs, calling and questioning the bills and believed them when they billed me, I would have written a lot of checks for no good reason that would have… eventually…also been reimbursed.
What should have been different?
1. File claims promptly so the insurance carriers know what is going on and can reimburse everyone properly.
2. They should have called me to let me know they owed me money and had been paid in full by my insurance carrier. I had to call them.
3. Once I called them and we all agreed what was going on, there is absolutely no excuse for an organization of this size to need to be reminded to send a check over a month later and once reminded «expedited» does NOT amount to another more than 30 days later (assuming it arrives imminently).
4. Improve internal communications. Don’t bill people when you owe them money.

At David’s provided excellent ER care to me today. The doctors and staff were efficient, friendly and everything one could want in an emergency situation.

I feel like I’m getting the VIP treatment. Got me back faster than expected! Everyone is super nice! Thus far, I love them!

Great nurses and professionals.

Since writing the below, although a couple St Davids personnel have made some offers to help the situation, it has remained disappointingly problematic, if not flat out Kafka-​esque.
I received ANOTHER bill this month in connection with the procedure that was not performed, for over a thousand dollars, with «explanatory» notes I could not understand (they referenced not the items I was being charged for, but my insurance policy — and I’ve long since met my deductible). When I contacted my insurance for their clarification, they couldn’t decipher St Davids’ notes either. A couple days subsequent I received still another bill from St Davids for the same date of service, this time stating that my balance was not in fact over a thousand dollars, but was actually $ 7.33.
When I then requested from St Davids a statement clarifying what these charges are actually for, I received in reply three phone messages — not to the number I’d asked them to use — with the news that I would receive a «detail report» in the mail. I eventually did receive a report, but the one I received was not for the date I was asking about, and it too was indecipherable, consisting of 26 lines of «explanations» in the form –
«HCPS 0000 REV CD 250 167.00 0.00 CARC 1 45»
It’s getting hard to tell whether this is funny or abusive.

This 1 star is for the cardiovascular register nurse.
First of all .it is not professional to be late. Hospital staff should be held to a higher standard. We were here on time why can’t you be? I highly doubt there was a medical emergency that needed your attention such as a doctor may be called in for and run late.
He did not allow me to come in with my husband where as the first time I was able to.
Not a good impression so far. Hopefully the rest of the staff is better.

Unfortunately, my daughter had to have another surgery and this time, we chose St. David’s over Seton. I was super impressed with the ease of scheduling, the pre-​op counseling, the check-​in the day of surgery, the cleanliness of the pre-​surgery waiting rooms, the incredibly nice staff in pre-​op and the entire smooth process. They even offered me food and snacks and were excellent at working with my daughter and any pre surgery jitters she might have. You can’t underestimate the importance of this.
The communication during surgery and recovery room was superb. They were sure to call my cell with updates during the surgery even as well as all through the recovery. This eased my ever so active worries and helped me cope with my daughter being under the knife.
She stayed overnight and was in a significant amount of pain but the nurses were amazing and the room was very nice, clean and comfortable. Just one hint though, if you’re planning on spending the night with your loved one, opt for the cot. The recliner is nice in that it folds down flat but not at all comfortable enough for a full night’s sleep. They did offer me the option, I wish I had taken them up on it. But overall, it was a great experience.
The cafeteria is amazingly inexpensive and pretty decent. They have a great varliety of choices and way cheaper than you will find at any restaurant.

Completely incompetent billing and billing staff. WONDERFUL care staff, but I’ll get to them in a bit.
It is absolutely amazing how bad — how ridiculous! — a supposedly modern facility’s billing system is. A fourth grader could have done better designing St. David’s atrocious billing. I can’t think of enough bad adjectives to describe it. St. David’s collects no fewer than FOUR IDENTIFYING PIECES of personal information from a patient, yet every single contact I made in person with the hospital created a new, separate account number. As a result, after 2 surgeries, I had 7 or 8 different accounts to pay. I’m not talking about one bill from the hospital, one from the doctor, anesthesiologist, etc. I expected that. These were all different accounts just for the hospital alone.
Then they farm out the billing to a 3^rd party, NPAS — not a true bill collector, but a company that just works to collect on behalf of St. David’s. This makes sense, since apparently St. David’s has no concept of proper billing to begin with. Call NPAS, however, and they tell you to call St. David’s to figure out the charges. One of my account statements increased in amounts with ABSOLUTELY NO EXPLANATION. Blindly, St. David’s just expects you to pay it. Apparently burying you under a stack of paper is the way to shut you up.
I should have known there would be problems from day one. When I went for my pre-​op visit, I was given a sheet of paper explaining that *I* had to call at a certain time to find out my surgery time. This lack of customer service was flabbergasting. THEY should have called ME. But this sheet of paper, which gave details about how to prepare, where to show up, etc. also mentioned that I should arrive for my surgery with no valuables, no money, etc. Leave that at home, I was instructed. So imagine my surprise when I check in on the day of my surgery, and I’m asked, «How are you going to pay today?» My first reaction was, «You haven’t done a darn thing!» but instead I told them what my information sheet had said. They said they’d have to check that. I sardonically agreed. When I had to go back for a 2^nd surgery some time later, the exact same thing happened. What a zoo!
They don’t CARE about how their billing system — billing carelessness — affects you as a patient. They just want their money. A staff member shared with me that almost 50% of patients don’t pay their bills. Gee, I wonder why.
The head of billing at St. David’s should be fired, or at least reassigned. The savings from a billing system that actually works would probably bring them some considerable money.
Unfortunately I did not have a choice in which hospital I had to be, but in the future if I have a do have a choice it will NOT be St. David’s.
CARE STAFF
These people, without exception, were the best. They were attentive, caring, fun, engaging, and any other good thing you can say — the antithesis of the billing staff. My stays were lengthy each time, and most of them actually got to know me. I really can’t say enough about how good they were to me. They made my stays very comfortable.
A surprising bonus at this hospital: excellent food! And it’s inexpensive. I’ve encouraged people where I work — which is close by – to try the cafeteria for lunch. It’s that good.

I was very impreessed with this hospital ER Dept. They are a
professional and courteous group. Prompt in helping get
the issue figured out. They did not try to guess
at what was wrong. Dr. Shah and nurses are an amazing
group. They took time to pay attention to the details. I
highly recommend this hospital.

Staff here is beyond excellent. Cafeteria is surprisingly good. My boss had surgery here and aside from the fact that it’s a bit hard to navigate and the waiting room chairs are super uncomfortable, this hospital is top notch. Heart ablation by dr. Horton in and out in 2 hours. Would recommend this place to everyone. They just need new chairs!!!

Had discectomy here on Thurs. Stayed overnight.
Staff was SUPER attentive. Each shift I had (internal) cell #s for my nurse, my tech & charge nurse written on a board in my room AND, of course, the standard red emergency button, just in case.
They have computer terminals in each room for staff, I had flat screen TV and they have WiFi!
And the food was incredible! You get a full MENU to choose from. NOT normal hospital food! Seriously! The food rivals most any restaurant I’ve been to! Custom pizzas, burgers, Asian stir fry, salmon, etc etc.
Hope I never need surgery again, but if I do, DEFINITELY want to go back here! They made the experience more bearable.
.