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October 2024 by Phuong D.
This review is for call center operator. On October 23, 2024, around 10 AM, I called 408-730-4256 to book an appointment for my husband. A male operator asked for my husband's insurance information. I explained that I didn't have his insurance card with me and asked if we could provide the information on the day of the appointment. He informed me that we might be charged out of pocket or that the appointment could be canceled if the insurance details weren't provided in advance. I also mentioned that my son has an upcoming appointment with a pediatrician next week, which I booked online without being asked for insurance details. I asked if he could put my son's insurance on file for his appointment. He told me he couldn't do that and that I needed to bring the IDs to any Sutter Health office for verification, then call him back so he could add my son's insurance to the file. He gave me his direct number and explained that this verification process needed to be completed before the appointment, not on the appointment day. I was confused, as this was the first time I was asked to come to the office to verify IDs in advance. I've never encountered this issue when booking appointments with other healthcare providers. I then called a different number, 408-739-6000, and spoke with a female operator. I explained that my son has an upcoming appointment and asked if she could put his insurance on file. She was able to do that without asking me to come to the office for ID verification. My feedback is regarding the inconsistency in the responses. Why was the first operator unable to put my son's insurance on file while the second operator could? I felt that the first operator made our conversation unnecessarily complicated. When I asked if I needed to go through the same process for my husband's appointment, such as coming to the office to verify IDs in advance, he seemed to misunderstand my question. He even brought a translator on the phone to repeat what he had said, but he still didn't address my question about verifying IDs for my husband's appointment. The entire conversation with the first operator was confusing, time-consuming, and ultimately unhelpful.
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October 2024 by Jay A.
I've been coming to Sutter health for 6 years now and I gotta admit, I don't always have consistent healthcare coverage due to job changes/layoffs. I really don't appreaciate PAMF staff for being so judgmental or even a little off putting/rude when I mention that I don't have health insurance to the staff. I understand that co-pays must be made up front which I'm willing to pay, but I feel that it's a form of discrimination when I'm being treated differently when I mention I don't have health insurance, especially when I'm coming in to get care for something I'm concerned about. PAMF staff definitely need to work on that. I had an appointment with a doctor last year who cancelled my appointment as I was checking in because I was about 10 minutes late, but still paying my copay and filling out paperwork to see him. I also don't like the fact that a doctor I've been seeing since 2018 for cancer care is always fully booked and very hard to get an appointment with which is having me consider looking elsewhere for care. PAMF used to be great, what happened???
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August 2024 by A A.
Patient relations didn't investigate nor did they follow up so I can provide details. If you get Melinda ask for a new case manager. She's rude and dismissive. They sent a very rude letter in the mail twisting details. Please avoid Kitty Lam (NP, internal medicine), she lies and is unethical. She falsified details and even was illegal in her conduct. I will resubmit new complaint and also report her to the nursing board. They retaliated and affected my care. I deserve an apology for all the stress and malpractice they caused.
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June 2024 by Joanne C.
This review is for the Dermatology department. i had an appt for a full bodyy skin cancer check and arrived 5 minutes late. I get it, I was late, i will need to wait. she said 20 minutes. i did not know they decided to teach me a life lesson about being on time. Over the next hour, I see three or four patients come into the office, register for my doctor, and get seen. Then she comes out and says they haven't forgotten about me, but it will be at least another hour. I said, I have to wait two hours? She said, do you have somewhere else to be? EXCUSE ME and WTF??? Then she said all sweet, all these other people are showing up early and so we have to take them. Now, I admit, I was five minutes late and I would expect to wait a little while. But not 2 to 3 hours. That was not their office unable to see me, that was them trying to teach me a lesson about being on time and screwing up my day as revenge. A skin check takes 10 minutes max, but they wanted to teach me a lesson and make me wait for hours. Stay away from this office unless you want to be treated like a three-year-old who spilled her milk.
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June 2024 by B A.
Thank you for reaching out to get my issue resolved. Much appreciated. Hopefully solutions will be in place to resolve the issue.
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January 2024 by Khiladi H.
This place is going downhill day by day. They do everything to not have you call the care team by routing everything to a call center rep who is clueless and will ask you for the same information again and again and promise that someone will call you back and they never do. The care team - if they call back are rude and talk as if they are doing you a favor by completing a minor administrative task which should be their job duty in the first place. They also do not give out their full name on the phone with the fear of getting bad feedback. Sutter health is highly avoidable if you have other options. I am beyond frustrated.
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January 2024 by Bertha S.
My husband who is a senior citizen went to a Dr. Lee for an eye exam, After the total examination she concluded that he needed cataract surgery. instead of referring a Cataract surgeon within her department she told him to look up their website and pick one, LOL . My husband is 84 yrs old, he expected his doctor to referred him to surgeon within their department. . she did not she expected him to choose on out of the website. Very unprofessional, I know she is young, Hopefully she can have more compassion for her patients
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December 2023 by Suresh A.
I went for my annual routine visit at Palo Alto Medical Foundation, Sunnyvale with Stanley Hao Hsuan Ma, PA. This appointment was specifically for the annual routine test and I was assured by doctor that there would be no surprising bills. But surprisingly they billed this visit as a diagnostic visit and I got a bill of around $800. The doctor asked me to for US which was not even required and the bill for this is around $150 outside but they charged me around $600. They told me it is preventative and will be covered 100% by the insurance but they charged as diagnostic and I am getting this bill on my out of pocket. While talking to my insurance provider, they say doctor's office charged as diagnostic so it will go as Out of Pocket Money. While talking to doctor office now they say talk to your insurance and file for appeal. I am tired of talking to these guys. Be careful about this Medical Foundation and Stanley Hao Hsuan Ma, PA. They say one thing and do another thing. I would like to give minus 5 stars to these peoples and their service.
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August 2023 by Harish M.
I wish I could give a 0 star. Doctor here recommended test that were not required. Also the cost of lab test is 3-4 times the cost of lab test at other labs. A test that takes $150 at another lab takes $450 here. So if you want to save money then avoid this place at all cost.
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July 2023 by timothy m.
Wait times to see your primary care physician and specialists range from a few weeks to several months. In most cases the patient (myself included) have to endure with worsening symptoms. It's beyond a joke.
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April 2023 by Google user
Worst front desk and scheduling experience ever! I scheduled a visit online but only was told there was no appointment when I arrived with my son. I was not offered to be rescheduled on the spot and was just being shrugged off. Filed a customer complaint and got nowhere.
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April 2023 by An-Li Hsu
Worst front desk and scheduling experience ever! I scheduled a visit online but only was told there was no appointment when I arrived with my son. I was not offered to be rescheduled on the spot and was just being shrugged off. Filed a customer complaint and got nowhere.
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March 2023 by A. C.
The worst physical therapist I have been to. Her name is BELLA MODY. I regretted to see this female therapist. I went there for treatment not for her sarcastic, rude interaction. I remember that day I was explaining soreness on my arms and to my dismay she was giving me "quiz sarcasm" instead of finding solution to make the sore arms not sore. It was such a waste of time making an appointment to BELLA MODY. I felt that day of my appointment was a nightmare, worst interaction, unprofessional atmosphere. I will never go back to nasty therapist like her.Wondering if PAMF Sunnyvale check on their healthcare personnel's professionalism and demeanor when communication with patients. Or that depends upon the individual sense of empathy might be the case. Not worth the visit and payment for such trashy service. P.S. Not even one star, but must pick a star. Zero star.
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February 2023 by JoAnn Y.
This is for the travel medicine department.Dr. Myhanh Nguyen provided excellent explanations about the risks and benefits. Her LVN was also caring and careful. Thanks!
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November 2022 by Namitha K.
If you need to get a blood draw for your small children avoid this lab at all costs. They're incompetent and cause children more trauma than necessary.
