An independent look at El Paso Pain Center's Google reputation in El Paso, TX.
"Been watching my wife attend this clinic for a while now due to what our insurance allows, she is generally seen 1-2 hours after her scheduled time with no reasons for the delay. The receptionist are rude and lack the ability to handle customers with care. I truly believe all these 5-star reviews are from their employees. There have been instances where she has waited so long after her scheduled time to be seen, she has had to take additional time off of work. Once again, with no remorse or apologies from the establishment. We will be talking with our insurance with hopes to get them blacklisted from our insurance company. Nobody deserves to be treated like these people treat their patients."
Thank you for taking the time to share this — and please know, we read every word. What you've described on behalf of your wife is not the standard of care we hold ourselves to, and we're genuinely sorry that her experiences have fallen so far short of what she deserves. Waiting well beyond a scheduled appointment, without any explanation or acknowledgment, is frustrating under any circumstances. For someone coming to us in pain, it's simply unacceptable. The same goes for the interactions she's had at the front desk — our patients should always feel received with patience and respect, not indifference. We would very much welcome the opportunity to speak with you and your wife directly so we can understand the full picture and make this right. Please reach out to our patient experience team at your convenience. We are listening, and we are committed to doing better.
"I have been a patient at this clinic for at least two and a half years, and I honestly cannot remember a single time when I was seen on time. However, if a patient arrives late, the appointment is immediately canceled. Meanwhile, the clinic consistently runs late and provides very poor customer service. I come here seeking relief from the pain I suffer, but instead, the staff makes the experience even more stressful and frustrating. Rather than helping, they turn each visit into another form of suffering. Now I understand why I can't even see the same doctor twice. The constant turnover clearly reflects the poor treatment and lack of respect within this clinic. The way patients are treated here shows a serious lack of professionalism and care."
Two and a half years is a long time, and your loyalty as a patient means a great deal — which is exactly why this review stops us in our tracks. You came to us for relief, and if your visits have been adding to your burden rather than easing it, we have failed in the most fundamental part of our purpose. The inconsistency you've pointed out — holding patients to a strict arrival standard while the clinic itself does not meet that same standard — is a fair and important critique, and one we take seriously. We also hear your concern about continuity of care; building trust with a physician matters deeply in pain management, and we understand how disorienting it feels when that continuity is disrupted. We would truly value the chance to connect with you personally, listen to your experience in greater detail, and work toward making your remaining care with us feel meaningfully different. You deserve that, and we want to earn it.
"Speaking for all the patients, I am not disabled however I feel so awful for patients that struggle to sit and stand from the seating area. I have no issue with the installation but it would be great to see better seating for the elderly like chairs with arms."
Thank you for noticing, and more so for speaking up on behalf of your fellow patients — that kind of thoughtfulness says a great deal about you. You raise a very practical and meaningful point. Our waiting area should feel accommodating and dignified for every patient who walks through our doors, especially those managing mobility challenges or chronic pain. Supportive seating with armrests is a straightforward improvement that can make a real difference in someone's daily comfort, and your suggestion is one we're taking directly to our facilities team for review. We're grateful for the care you've shown for others, and we hope to reflect that same care back to every patient we serve.
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