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June 2022 by Diana T.
This review is about Billing Department. I went for a regular screening mammogram which is completely covered by my then Blue Shield insurance. I received a bill about a month later for almost $1000 for it. It was a shock since this is preventive imaging and is covered fully. Looked up the bill, the Billing Department of PAMF Los Gatos billed it under my old insurance Blue Cross, so I called and after waiting for 30min with discussion, I thought all be resolved. To my dismay, I received a bill with similar amount, this time billed under my new insurance Aetna! Not Blue Shield as we clarified with the Billing department (and she checked my coverage and confirm that I am covered). Now, I have to call again. I cannot say how much stress this has caused me. This is a huge amount of money for something that is completely covered. I wrote to the customer service, has been 1 week, no response off course. I work M-F, I am very busy, now unfortunately have to AGAIN deal with something that should have not been an issue in the first place. That shows lack of attention, care bordering with incompetence. My next step after I spend another 30min on the phone is to file a patient complaint. That's not OK. This is more than a hassle. I'd stay away from this place.
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November 2021 by M M.
I had successfully gotten an appointment to get my dad's COVID Moderna booster shot, and we had to travel quite a ways to this lab from his home in Mountain View because at the time, it was the only appointment time and location available. But guess what? When we got there, they turned us away! He is 92, memory-impaired, and frail, and definitely has been immunocompromised simply based on his age. For example, 3 years ago, he got the flu and 3 days into that he came down with pneumonia and had to be hospitalized for 3 days and do physical therapy for 2 weeks afterwards. I do not want to take my chances on his Covid vaccine from 8 months ago waning and him catching coronavirus. He is high-functioning in many ways and I love him and we believe he could make it to 100 easily. He is lively and fun to be around. Anyway, I had heard the boosters were being given out on an honor system, and did not know one needs to be officially diagnosed as immunocompromised in order to qualify for the booster. So my dad's doctor told him they should not have turned us away, and he had us reschedule a new appointment a week later. Guess what? I drove him all that way to the same clinic only to be rejected a 2nd time, and them telling us his age doesn't count and that he does not qualify as immunocompromised. What?!!! Utter insanity! I had the nurse talk to the manager, who told her to come back to us and tell us they could lose their license to do ANY vaccines if they give my unqualified 92 year old dad a Booster shot. Utterly ridiculous! Finally, 2 weeks later, we were able to book him his booster shot at Lucky Pharmacy closer to his home, and they gave him his shot and were very kind to my dad. Now I can live with the peace of mind that he will be more protected. It is very tough as my dad's caregiver to get him out to ANY appointments these days, as he is memory-impaired and all of this gets very confusing to him and hard for me to explain to him. Imagine how crazy confusing this ordeal was for him, and how stressful too. So PAMF LG Lab, if you're reading this, you messed up and we are not coming back.
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March 2021 by Cathy M.
I have lost TRUST in the PAMF internal medicine staff at Los Gatos. It began when signing up for a COVID 19 vaccine and only being notified ONE HOUR before that my appointment was mistakenly booked. The PA for the doctor was incredibly dishonest and instead of telling me the truth, that she was remiss in notifying me of the error, she stated that she had left me a voice message the day before. Those of you who have iOS phones know you can easily see who called and what voice messages were left. Obviously she lied, and then, further added to my chart that she had, "attempted to contact me several times that week." Why she elaborated on her first lie? I don't know. Truthfulness and trust matters ALWAYS especially in healthcare and the supervisor told me that she did NOTHING wrong!!?? Honesty is always the best policy and defending an employee that is not being truthful fractures all lines of communication. If the PA had only said, "I'm sorry I noticed only now that you were signed up for the wrong appointment", I would have forgiven her no problem!!! Instead, I received lies upon more lies and a supervisor who thought this was totally acceptable!
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January 2021 by Delores W.
This pandemic has been going on for a year and yet they have not prepared for the vaccine. When I try to find out about scheduling I am sent to a lot of information to sift through and still have no clear instructions or information about how to sign up for the vaccine. Come on, you have had a year and still can't give clear instructions without putting the patient through a quagmire of information that still doesn't spell it out. Why can't you come up with a step by step instructions to get an appointment. I bet if there was a fee to get an appointment the instructions would be clear. Sutter Health is worthless.
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April 2020 by Sydney G.
Update: Not only does this place double-charge copayments for lab work that should be included in your visit, they've now also charged me a copayment for what should have been a free visit for a well-woman's exam because my doctor also wrote me a prescription for a standard travel medication, so they're saying I had two appointments within the same appointment again (the second of which they're charging as a "travel consultation"). They originally tried to charge me hundreds of dollars for my covered exam because they didn't bother to run it through my insurance somehow, then when I called them on it they pretty much said whoops but here's a different fee we can tack on there for you! Stay away, stay away, stay away!!!
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September 2019 by Jacqueline W.
I am really hoping that by posting this review, there can be some modifications to the system at the office of Dermatology. My son waited three months for a dermatology appointment and had missed class today for the appointment. We arrived 4 minutes after our appointment but we were checked in TEN minutes after our appointment. The front desk receptionist tells us that we are late and the doctor needs to see the patient after us. Each patient visit is 10 minutes. I replied that I understood but I let her know that most offices have at least a 5-minute grace period. She disagreed. I assume we'll be seen after one patient. Then we wait for over 45 minutes and I then ask the front desk if we will be seen after the patient that was scheduled after us. She then tells me that we will be fit in if ANY other patient is late, meaning we should sit around until that happens. TOTAL LACK of communication on the receptionist's part as if we had known that we were on standby, I would have rescheduled our appointment. This is a pediatric medical office that does not accept patients 5 minutes late and puts you on a perpetual standby for being so. This is not to mention the front desk staff were not the most friendly staff, no hello and we were met with a "you're late" greeting. Please adequately train your staff!
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September 2019 by Acacia K.
I have only positive things to say about PAMF. I feel privileged to be connected to PAMF. I can go all across the county and your computers sync and are available so that I have up to date info about myself. The urgent care has quite a long wait but it shows how much you are needed and hopefully additional doctors will be added.
