The Villages Health Care - Brownwood - unacceptable call wait times

[dadspet]

The Villages Health at Brownwood

I wanted to look into a new primary care doctor and called the Villages Health Care at Brownwood to see if they would accept my company's provided UHC Insurance.
They said they could and immediately set up an appointment to enroll me as a new patient. Their presentation was impressive, but there was only 1 Dr who would accept new patients with UHC insurance, and his 1st apt wasn’t until later in September. I agreed to enroll and filled out the new patient paperwork. The rep also indicated that sometimes, if I called in, the doctor might have cancellations and could be available earlier.

Today, 6/2/25 I tried to call The Villages Health care at Brownwood (11:40 AM) and waited 10 minutes before I gave up and pressed 1 to have someone call me without losing my place in the Q. I waited until about 1:30 PM and never received a callback, so I tried again. This time, I decided to try the option for people interested in joining The Village Health Care since it worked so fast before, but that option was also busy. So again I pressed 1 for a call back, and this time I did receive a call back shortly. Of course, I informed them of the extremely unacceptable service, and they said a manager would call me back by the end of today. After an hour or so, a manager did call me back and agreed, not having received a call back was unacceptable, and would speak to the Brownwood manager. However, she said it was normal for long wait times on Monday since that was their busiest day – Amazing considering we aren’t in Snow Bird season, I can’t imagine the wait time in Snow Bird season.

I can only speak for my single 1st experience calling The Villages Health Care at Brownwood, but I wonder if others experience the same long, unacceptable wait time just to have a call answered? Based on this experience, I got the feeling that this is not a good decision to change primary care doctors.

[Aces4]

The Villages Health at Brownwood

I wanted to look into a new primary care doctor and called the Villages Health Care at Brownwood to see if they would accept my company's provided UHC Insurance.
They said they could and immediately set up an appointment to enroll me as a new patient. Their presentation was impressive, but there was only 1 Dr who would accept new patients with UHC insurance, and his 1st apt wasn’t until later in September. I agreed to enroll and filled out the new patient paperwork. The rep also indicated that sometimes, if I called in, the doctor might have cancellations and could be available earlier.

Today, 6/2/25 I tried to call The Villages Health care at Brownwood (11:40 AM) and waited 10 minutes before I gave up and pressed 1 to have someone call me without losing my place in the Q. I waited until about 1:30 PM and never received a callback, so I tried again. This time, I decided to try the option for people interested in joining The Village Health Care since it worked so fast before, but that option was also busy. So again I pressed 1 for a call back, and this time I did receive a call back shortly. Of course, I informed them of the extremely unacceptable service, and they said a manager would call me back by the end of today. After an hour or so, a manager did call me back and agreed, not having received a call back was unacceptable, and would speak to the Brownwood manager. However, she said it was normal for long wait times on Monday since that was their busiest day – Amazing considering we aren’t in Snow Bird season, I can’t imagine the wait time in Snow Bird season.

I can only speak for my single 1st experience calling The Villages Health Care at Brownwood, but I wonder if others experience the same long, unacceptable wait time just to have a call answered? Based on this experience, I got the feeling that this is not a good decision to change primary care doctors.

You know what they say, you can't make a silk purse out of a sow's ear. You may be asking more for healthcare in this area than they are able to deliver.

[JohnN]

I have had UHC here for 17 years and have not ever had a problem on calls nor appointments.
Top tier service over the years, and I've had some medical issues.
Same day appointments (given it's a PA, some are very good, some are so-so).
Sorry you're having trouble.

[Bogie Shooter]

The Villages Health at Brownwood

I wanted to look into a new primary care doctor and called the Villages Health Care at Brownwood to see if they would accept my company's provided UHC Insurance.
They said they could and immediately set up an appointment to enroll me as a new patient. Their presentation was impressive, but there was only 1 Dr who would accept new patients with UHC insurance, and his 1st apt wasn’t until later in September. I agreed to enroll and filled out the new patient paperwork. The rep also indicated that sometimes, if I called in, the doctor might have cancellations and could be available earlier.

Today, 6/2/25 I tried to call The Villages Health care at Brownwood (11:40 AM) and waited 10 minutes before I gave up and pressed 1 to have someone call me without losing my place in the Q. I waited until about 1:30 PM and never received a callback, so I tried again. This time, I decided to try the option for people interested in joining The Village Health Care since it worked so fast before, but that option was also busy. So again I pressed 1 for a call back, and this time I did receive a call back shortly. Of course, I informed them of the extremely unacceptable service, and they said a manager would call me back by the end of today. After an hour or so, a manager did call me back and agreed, not having received a call back was unacceptable, and would speak to the Brownwood manager. However, she said it was normal for long wait times on Monday since that was their busiest day – Amazing considering we aren’t in Snow Bird season, I can’t imagine the wait time in Snow Bird season.

I can only speak for my single 1st experience calling The Villages Health Care at Brownwood, but I wonder if others experience the same long, unacceptable wait time just to have a call answered? Based on this experience, I got the feeling that this is not a good decision to change primary care doctors.

No.

[dadspet]

The post I made had nothing to do with UHS. I've had them for more years than I can count and have had no complaints. The issue was The Villages Health Care Brownwood not answering my call to attempt to change an appointment date with a new Doctor they scheduled me with. The call goes to their answering service for all their doctors. I never got to a real person at TVH to try to change the appointment.

[vintageogauge]

Try doctor River's Family Medicine at Paddock Square. Had them since they moved into that location and never had a problem.

[dano121]

I was not happy with TVH. A lot of glitz but bottom line I believe the Doc's are rationed. I was quite ill and requested to see my Doctor. The Doctor refused and said I had to see the Nurse. So, I went to Quality Physicians here in the Villages and am happy with the care I am getting.

[JanRoberts]

The post I made had nothing to do with UHS. I've had them for more years than I can count and have had no complaints. The issue was The Villages Health Care Brownwood not answering my call to attempt to change an appointment date with a new Doctor they scheduled me with. The call goes to their answering service for all their doctors. I never got to a real person at TVH to try to change the appointment.

I've always had an exceptional experience there.

[Diane M]

I'm sorry you had a first bad impression. I’ve had a great experience over the few years I’ve been here. Never had an auto call unreturned. I appreciate the option of the auto-call rather than listening for a long time to a looping tune.

[cwmmfink]

My wife and I have received our primary care at the Colony center for the past 10 years. We have never encountered the situation you described.

[Ptmcbriz]

Sounds like unreasonable expectations. That’s on you.

[C&CGray-AK]

Let me guess. You called at 8:05 expecting an immediate response to your demands for a change in appointment. And now you are all ****ed off and your hackles are standing because you, yes you, have decided to take the lack of response is a personal insult and demands immediate degradation in a public forum. You either never worked in an office environment or you are privileged. Or both. Either way, your approach is nothing short of rude.

Relax, leave a message and give it a few days. Or, jump in your golf cart and take a nice Monday morning ride. Stop by while you are out on your adventure, put on a happy face, and talk to the front counter.

[Nancy@Pinellas]

We are extremely happy with the Brownwood facility. If the doctor is Dr. Hawkesworth, he’s worth waiting for. It always takes a while for the initial visit. Get on the cancellation list.

[MX rider]

We go to TVH at Spanish Springs and love it. We have no issues with getting an appointment when we need it. We've been with them for a year. So far, so good.

[TedfromGA]

The Villages Health at Brownwood

I wanted to look into a new primary care doctor and called the Villages Health Care at Brownwood to see if they would accept my company's provided UHC Insurance.
They said they could and immediately set up an appointment to enroll me as a new patient. Their presentation was impressive, but there was only 1 Dr who would accept new patients with UHC insurance, and his 1st apt wasn’t until later in September. I agreed to enroll and filled out the new patient paperwork. The rep also indicated that sometimes, if I called in, the doctor might have cancellations and could be available earlier.

Today, 6/2/25 I tried to call The Villages Health care at Brownwood (11:40 AM) and waited 10 minutes before I gave up and pressed 1 to have someone call me without losing my place in the Q. I waited until about 1:30 PM and never received a callback, so I tried again. This time, I decided to try the option for people interested in joining The Village Health Care since it worked so fast before, but that option was also busy. So again I pressed 1 for a call back, and this time I did receive a call back shortly. Of course, I informed them of the extremely unacceptable service, and they said a manager would call me back by the end of today. After an hour or so, a manager did call me back and agreed, not having received a call back was unacceptable, and would speak to the Brownwood manager. However, she said it was normal for long wait times on Monday since that was their busiest day – Amazing considering we aren’t in Snow Bird season, I can’t imagine the wait time in Snow Bird season.

I can only speak for my single 1st experience calling The Villages Health Care at Brownwood, but I wonder if others experience the same long, unacceptable wait time just to have a call answered? Based on this experience, I got the feeling that this is not a good decision to change primary care doctors.

Ted’s wife here: I would kindly suggest that you remain patient especially if this is a well check for you and not an emergency. Once you become an established patient, you will have access to the Patient Portal. Unless it’s the weekend, I send a message to my provider stating what the issue is and what steps if any I have taken to remedy. I get a call or reply through the portal within 24hrs or sooner. I am very happy with the services provided and I have several Specialist as well as my PCP.

I wish you the best and good health

[RoseyRed]

I found a lot of companies have recordings stating there may be longer wait times. If a company has to put that on their recording because it happens so often, shouldn't they hire more people to answer the phone? Drives me insane!

I also experienced delays in getting appts at the Lab in Brownwood, so I switched to Leesburg. Leesburg Labcorp has been great! Make appt and usually in and out within 15 minutes if not less!

The Villages Health at Brownwood

I wanted to look into a new primary care doctor and called the Villages Health Care at Brownwood to see if they would accept my company's provided UHC Insurance.
They said they could and immediately set up an appointment to enroll me as a new patient. Their presentation was impressive, but there was only 1 Dr who would accept new patients with UHC insurance, and his 1st apt wasn’t until later in September. I agreed to enroll and filled out the new patient paperwork. The rep also indicated that sometimes, if I called in, the doctor might have cancellations and could be available earlier.

Today, 6/2/25 I tried to call The Villages Health care at Brownwood (11:40 AM) and waited 10 minutes before I gave up and pressed 1 to have someone call me without losing my place in the Q. I waited until about 1:30 PM and never received a callback, so I tried again. This time, I decided to try the option for people interested in joining The Village Health Care since it worked so fast before, but that option was also busy. So again I pressed 1 for a call back, and this time I did receive a call back shortly. Of course, I informed them of the extremely unacceptable service, and they said a manager would call me back by the end of today. After an hour or so, a manager did call me back and agreed, not having received a call back was unacceptable, and would speak to the Brownwood manager. However, she said it was normal for long wait times on Monday since that was their busiest day – Amazing considering we aren’t in Snow Bird season, I can’t imagine the wait time in Snow Bird season.

I can only speak for my single 1st experience calling The Villages Health Care at Brownwood, but I wonder if others experience the same long, unacceptable wait time just to have a call answered? Based on this experience, I got the feeling that this is not a good decision to change primary care doctors.

[JMintzer]

I found a lot of companies have recordings stating there may be longer wait times. If a company has to put that on their recording because it happens so often, shouldn't they hire more people to answer the phone? Drives me insane!

I also experienced delays in getting appts at the Lab in Brownwood, so I switched to Leesburg. Leesburg Labcorp has been great! Make appt and usually in and out within 15 minutes if not less!

I've shown up @ Brownwood for lab work, multiple time, without an appointment.

Never had to wait more than 15-20 minutes...

I usually go early, shortly after they open, have my labs drawn and stop @ Brownwood for breakfast on the way home...