Howell Health Center's Online Review Report Card

BE WARNED of their PREDATORY billing practices!!! I took my son in for a routine well child visit, but was shocked to find they snuck in costly extra charges at every opportunity without consent. They billed $73 for using a tablet to fill out a depression/safety survey they required, and $175 for discussing my son's picky eating with the doctor who then offered me a referral to occupational therapy. I was never informed about the associated costs to simply answer their questions, which effectively turned my free visit into a huge bill. When I called to dispute the charges, I was met with a dismissive response from the customer service representative who just repeated that this was their standard practice. She clarified that if you answer the screening questions, even verbally, you will be billed. They do not tell patients this up front. I have also learned they bill for calling the office and sending messages through the portal. There is no safe way to interact with them without fear of being charged. It is disappointing to learn that the University of Michigan is willing to deploy unethical practices, especially when it violates the No Surprises Act (I called, verified this is a violation and filed a complaint). It is not ok to use sneaky and hidden practices to bill patients for services that they never authorized. Every question was loaded with the intent of filing another charge. As a concerned parent, I urge others to be cautious and vigilant when dealing with them. Update: I spoke with patient relations and the office refused to budge on the charges. I was told to help lessen the risk of predatory, sneaky charges that I should inquire if I’d be charged before EVERY interaction. But even then, there’s no guarantee! We moved on to a provider who doesn’t nickel and dime us extra for providing a standard, routine visit.

I’m really tired of the hour wait times to talk to a nurse when my child has symptoms. Also don’t appreciate doctors telling me how to parent when it doesn’t involve my child’s health or safety.

So, I have to edit my review from before: The baby is now 22 mos and we had some of the best care & nurses this past week with our grandson! He had a very bad scare with a really high fever, EMS & subsequent trip to ER. Not only were the nurses available and long suffering, but, good listeners. Then, the office staff followed up on a missed prescription today. They got us in to see Dr. yesterday. Dr.Cindy was informative and great as usual and took care of our little guy. We had nurse Sue today, call us back and follow up. She was super helpful and again a good listener. We spoke w/Annette & MA yesterday, w/ Cindy that was fabulous. We also had a nurse last Thursday eve, that stayed on the phone with his mother, determining whether to take him to ER or not. Her calm voice was reassuring and super helpful. So, not only was the central line helpful today, with Annette but we didn’t get rerouted. Everyone was able to help us quickly and within a few minutes of waiting on hold. 6/23/222 I just needed to update this review because I had left the one below and just wanted people to know that Howell pediatrics through U Of M , in Howell, is still operating with excellence in a lot of areas! 2021: We really like the Howell pediatrics for our grandchildren but, it sure has changed since the days of Dr. Kim and local community. They have excellent physicians, great medical assistants, support staff, and receptionists. However, it is sad that parents have to sit on the phone and wait for the call center to forward you to a nurse line, when your baby has a fever, only to be sent back to call center line because no one answered. The hold time on the phone is ridiculous and so annoying when you are truly concerned are about your child’s well being. Sometimes waiting 40 minutes to speak to someone about same day appointment. We used to be able to call up and speak to an actual secretary right at the building in the local community or office, who knew what was going in THAT particular office. It’s just gotten too big, being in the university system. Why do you have to be forwarded to a central call center? It brings customer satisfaction down, (even though they are super polite and accommodating when you DO get a hold of a person.) It isn’t very conscientious to the patients or their families. Why can’t the local office take the calls for their office and manage their own scheduling or emergent care? We want our local community members, not big hospital business, when dealing with our own children in our own local communities. We want someone we can talk to who actually interacts with our local drs.and patients. Why is it that big hospitals took this hometown appeal and feeling away from the local buildings and their local drs. ? You can still have the U of M health system logo and still be a part of the overall system without having to sacrifice good care in scheduling or waiting to get on the nurse lines and then getting accidentally transferred back to reception line. (The nurses are wonderful on the nurse lines so we don’t mind waiting once we are on the nurse line.) I mean, come on! This little one has a higher fever and symptoms he’s 13 mos old!!! We don’t want to run to emergency if it’s not necessary or without talking to our local pediatrician and their office or a nurse. We don’t want to wait on hold, only to have to start all over in the phone system because the nurse line is busy and so the system automatically sends the call back to the call line. Just leave us in the nurse cue. No one wants to red plain all over again. I would have given five stars but this has happened too many times to mother of an infant who wants to speak to someone and get care sooner. No one likes getting lost in the phone system. Now the infant is a toddler, and it’s still happening. Other than that, the care we have received at the actual office has been conscientious, caring and thorough. We appreciate Dr. Cindy and the others who truly care. We appreciate getting in same day and the care we do receive. Overall a great office!!

Horrible. Requested an exemption letter for my son so he can continue to attend school who has been seen there since he was a baby and he is now 11 only to be denied by a Dr. Maddock who has never even laid eyes on my child, who has never even examined him. This place has been horrible unfortunately since Dr. Wickham who was his primary doctor since he was a baby has left. I won't be returning with my four children who have all been patients there since a very young age.

The doctors are great but half of the secretaries are the absolute worst. Extremely rude and need to find a job where they don't interact with people. I never expected to be talked to like that and to have them care that little about my child's wellbeing. Too bad you have to interact with them otherwise I would have given 5 stars.

Wonder staff, warm and welcoming receptionist, nurses and Doctors. They listen to what I’m saying and my concerns as a parent. They communicate and work well with the children in all different stages in life. This location is a great place for parents and children who like a smaller office to visit.

Horrible experience! They wouldn't even see my son to take his stitches out because he can't wear a mask AND has a medical waiver! I am so done with this place!

Wonderful staff, very knowledgeable and have same day sick appointments.

Always able to get in and always treated well. Very knowledgeable of my preemie's needs. Always reply promptly to email communication in non-emergency situations.

Amazing staff, quicker wait times than most ped's offices and GREAT hours for the 9-5 working parent. I drive 30 mins to go to this office! I also love they are linked to U of M Childrens Hospital.