Nemours Children's Specialty Care

EDIT- they did comment under this review and gave me the number for patient relations and I called that number Friday morning 05/15/26 and left a message, it’s Tuesday afternoon on 05/19/26 and I still haven’t heard back from anyone. But now I don’t even see the response, luckily I took a screen shot so I have proof. I called the PT office this morning 05/19/26 at 10:30am because she has an appointment on Thursday and they have still not received the correct information and her original appointment with ortho was on 05/06/26 for them to see her so I asked to speak to someone higher up then their clinical staff this morning and they said a message had been sent to both the clinical staff and a supervisor. It’s 2:45 pm on 05/19/26 and still no response. Original review below: Hope you don’t need anything done quickly, went there and saw the Dr who was nice. After the appointment is where I’m frustrated. They said my daughter needed PT. Gave me 2 papers and told me to cross examine and see who too both our insurances. So I called and I called and I called until I felt like it was going to be impossible. At that point I reached out to let them know this process is not an easy one and I didn’t want to get stuck with a bill from a PT office who didn’t take both insurances and asked if they could recommend any place. I received a message back 3 days later explaining that they have no authority on how the PT office bills insurance Like what? I obviously know that, I just want a referral to a providers office who takes both insurances. Now it’s been 10 days, going on 11 and the physician has still not signed the note for PT. I called Monday to request the ref be sent to a specific place that I finally found that takes both our insurances. They didn’t send it till Wednesday, but guess what, it’s blank so it means nothing. Not only that they said it takes approximately 5 days to get authorization from our 2nd insurance so when I called Monday they did not start the authorization for this specific place maybe because the provider still hasn’t signed the “note”. They told me it should be signed tomorrow. Tomorrow is Friday and 11 days after her appointment. And then another 5 business days on top of that. It’s going to be 3 and a half weeks until the PT can see her because they are not on top of this referral process. I could get her into see PT tomorrow if the physician had signed the note and whoever had submitted the authorization to the insurance Monday when I asked them to send the referral to a specific place. Also when you call nobody knows any answers to your questions.

Checked in for my son's appointment 10 min prior to appointment time BUT I did not expect us to be seen an hour later than the appointment time. While I understand we were cutting it a little close to checking in, that doesn't excuse being left on the back-burner with no communication until I walked up to the front desk to ask what was going on. A little communication goes a long way if someone is being made to wait longer than they ought to.

I am beyond pissed about the experience I had at my son’s orthopedic appointment today. The appointment was scheduled for 2:10 PM. I arrived on time, and we still sat there waiting for nearly two hours before the doctor even came into the room. At 3:38 PM, after already waiting well over an hour, I went to the nurse’s station to ask how much longer it would be and was told we were “next.” Clearly, that was not the case… The doctor didn’t come in until 4:02 PM, and the entire interaction lasted maybe 60 seconds. He quickly went over the MRI results, asked if I had any questions, and then walked right back out. At that point, If I did have questions, I wasn’t asking them, because I was pissed and ready to go. What is completely unacceptable is that not a single person acknowledged the excessive wait time. No apology. No explanation. No offer to reschedule. Nothing. Instead, the nurse came in afterward to discharge us and offered my son ice cream like he was 2, which felt completely tone-deaf given how long we had been sitting there. I understand delays and unexpected issues can happen, I’ve worked in the medical field my entire adult life, but this was beyond ridiculous. Sitting there for two hours with zero communication or basic courtesy is not okay. We didn’t walk out of the building until 4:15 PM, two hours and five minutes after the scheduled appointment, and then I had an hour drive back home, of course not before getting caught in traffic before I even hit I10. Today was terrible, and quite frankly, your office needs to do better.

Most unprofessional unproductive horrible place. The ER sent my 2 year old disabled son after breaking his leg. The ER gave me their address, I went over there, they told me I was in the wrong place after driving over an hour. Sent me across town, then they told me I was wrong and sent me around town again. Another lady gave me different directions at a different hospital. Google maps is wrong, the other 2 addresses the fron desk told me wrong. Then the front desk was rude as we had been sitting outside crying, my disabled son in pain and me crying because they wanted to tell us we are more than 30 mins late and not sure they would see us. All because they are incompetent. This is inhumane. My son and I needed help and this place is a nightmare. I will be reporting to corporate and ALL websites about the treatment of disabled children and disabled veterans.

It's been almost 2 months of back and forth with my childs pediatrician sending referrals and the nemours office claiming they can't find it. You guys have given me number after number to fax his referral to and yet nothing. I really hate that this is the only place in pensacola that takes children. Sacred heart shouldn't have merged. What a shame