Covenant Health: Emergency Room - Lubbock, Texas

Rowyn

If I could give it a 0 I would, came in dosing in and out of consciousness, throwing up and unable to breath. Staff treated me like I was overreacting and once they drew my blood for testing they forced me out into the waiting room where I proceeded to sleep on the floor to try and get some rest as there were WELL over 50 people inside also waiting to be seen. God forbid you have to take care of more than 3 people every 2 hours. While trying to sleep and get away from the sickness in my stomach and the rest of my body I could see the staff behind the glass laughing, eating, and acting like they don't have anything better to do. The lady at the counter also asked for my social and I couldn't remember it off the top of my head unfortunately because of the massive heat flashes and haziness that came with whatever disease I had just been struck by and when I said "I don't know it right now i can tell you in a minute is that ok?" She looked at me and said "ugh, sure" like some petty teenage girl who just got told no on her birthday. All in all I never actually got treated, again the line of people ahead of me was SO long i had gotten there around 9:45 and left at about 12:30-1 am without EVER hearing my name be called. Do not go here. THEY WILL NOT HELP YOU

Alyssa G.

I am writing to express my deep dissatisfaction with my recent experience in the ER. Following a car accident where my head struck the window and cracked it and I ran into a house, I was unsure if I had sustained a brain bleed or a severe neck injury. Knowing my medical records were at Covenant and having worked in the PICU at Covenant Children’s for three years, I chose to be taken there.

Upon arrival, I was left in the waiting room and forced to walk on my own without any imaging done to my head or neck. I was in severe pain and not safe to walk, yet the ED was out of wheelchairs, and no one offered to assist me. I could have easily fallen due to dizziness.

The triage team eventually checked my vital signs but did not address my pain or conduct a thorough neurological assessment. After two hours in the waiting room, I was finally taken for a scan. We then waited an additional three hours without any update on the scan results. I sat uncomfortably in the waiting room with a loosely and improperly fitted C-collar, experiencing blurry vision and intense pain without any indication of when I would be attended to.

My husband and aunt attempted to advocate for me, but the front desk staff showed no compassion or concern. Another provider advised us to request a transfer to another hospital, but the charge nurse refused without explanation or assistance. This violates EMTALA patient rights, which require hospitals to offer appropriate transfers if they cannot stabilize an emergency medical condition.

Repeated requests for updates on my scans went unanswered, leaving me emotionally distraught and in severe pain. My husband was even threatened with expulsion for respectfully asking questions. As a healthcare provider, I am horrified by the treatment I received—or rather, the lack thereof.

When my mother asked for medical records to take me to another ER, she was rudely told this could only be done during regular business hours with no other alternatives provided. An ER employee I knew explained that a doctor had an emergency, leading to the closure of a third of the ER, but this critical information was never communicated to us.

My family eventually carried me out of Covenant, and I was promptly seen and treated at another ER. This experience starkly contrasts with Covenant’s mission statement of offering "Compassion, Dignity, Justice, Excellence, and Integrity."

The treatment I received, or lack thereof, was appalling and far more traumatic than the car accident itself. The staff refused to provide their names, and the charge nurse even hid her badge when speaking to my husband, who was merely advocating for me.

Throughout my 5.5-hour ordeal, my vitals were checked only once, and a neurological assessment was done just once without proper procedures. Despite my severe pain, no pain medication was offered, and no doctor assessed my condition.

We eventually identified the staff involved. It seems much of this could have been avoided with proper staffing. Please teach these employees compassion and effective communication. I understand the triage system, but everyone deserves to feel like a priority.

Now, I am sure I will be left with bills for CT scans despite not being seen by a doctor and have had to visit another ER twice for issues that were not addressed at Covenant’s ER.

Amanda S.

Based on other reviews, it looks like I may have had a rare experience at this ER but they certainly earned 5 stars from me. I was so nervous about coming to the ER and being laughed out or questioned as to why I was even there but every person I dealt with on staff made me feel welcome and comfortable. I did not wait long to be seen and my nausea and pain were addressed quickly. The wait after I was put into a room was a bit lengthy but since my issues were being addressed and I was waiting on test results, this wasn’t an issue for me. I left feeling better and with a plan and the resources I needed to manage my symptoms until I can see my regular doctor. I couldn’t have asked for a better outcome for an ER visit.

Ja S.

By far the worst experience we have ever had. If I could give zero or negative stars I would. DO NOT GO HERE! My wife was having stabbing chest pains, dizziness, and nausea and it would not stop. We went to the ER in hope of some kind of relief. We sat in the waiting room for 8 hours. 8 hours!!!! The staff was rude and once they did finally get my wife back, the doctor was a total and complete jerk and acted like he didn't want to be there. My wife was in so much pain and we were so tired from sitting in the waiting room from 9 pm until 5 am, we couldn't even focus and the doctor took full advantage of this. He basically railroaded my wife and treated her like she was beneath him. 8 hours and no relief. They prescribed her a steroid they said would alleviate the pain. I asked them if they had the steroid on hand to give to her at the ER and they told me the pharmacy on 19th and quaker was 24 hours. My wife and I work in the medical field and know that ER has been short staffed and now closes at 9 pm. The nurse was totally oblivious to this and I feel terrible for all the folks she'd probably given this false information to. I asked for anything no narcotic to comfort my wife and they offered her a Tylenol. ABSOLUTELY RIDICULOUS. After 8 hours in the waiting room, it literally took them 20 minutes to push us right back out!!! Thank God she wasn't actually having a heart attack or something. If you need urgent care, please seek it elsewhere!!

Mary R.

my mom was in so much pain we came in they took her blood and sent her back out to the waiting room with us, very crowded my mom was the only was in the waiting room who was in the most pain. nurses just kept staring at my mom and laughing about whatever was funny i hope they weren’t laughing at my mom. but we left the emergency room and now are going to a diffrent one. don’t recommend. we are from houston and was just trying to find the nearest hospital. worst experience ever. we waited an hour for nothing. my mom has stabbing pain in her stomach and we don’t know what it is.

Tara

Have been here for over 4 hours & there’s no one to assess the folks that have been here longer than us. I can see why people get irate & give scathing reviews. I understand sometimes you have to wait for beds to open but at least communicate with these folks that have been waiting for awhile There needs to be a better system to move these pts along. Very disappointed & hope for some improvement on this process.

Tony W.

About 3 weeks ago my mother fell, she's 82 years old and this is her third fall this year. Since UMC was hacked we could not go to UMC like we did last time, so we were forced to go to covenant. After about an hour of them doing different tests the ER doctor comes in and tells her nothing is broken she's just going to be badly bruised and sore for a few weeks. The next few days the pain got even worse than before so she went to her family doctor who ordered an MRI. We got the results in today, turns out she broke her clavicle bone which the ER doctor would have actually seen if he had bothered to do his job.

Mary Y.

I'm literally sitting here in the ER 6 hours later. I fell at my house going upstairs and their making me wait out here instead of attending to their patients. "Oh we don't know how long it will be". "Oh we're short staffed". All they're doing back there is sitting on their lazy bums!

2/8/2025
Came in with a splinter in my foot and it's starting to swell!!!!! I'm about to get a lawyer and sue for medical malpractice!!!!!!!