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March 2024 by Selah Mapes
Love the doctors but getting very tired of the constant over billing. Be very careful here- nearly every time I take my kids in, they attempt to bill me for something that never happened.
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March 2024 by Jaime Sandoval
Extremely unhelpful and very rude staff
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March 2024 by Kitty Mikesell
Poor reception serviceI went to see the eye doctor today. I arrived around 1:15. I saw there is a line with no help. There are only two receptionist are there who are talking over the phone. Ahead of me already two people. They said they have been waited for 15 min in line but nobody serve. Disappointing about this PAMF though the doctors are good .
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March 2024 by Bing
I am very disappointed at the level of patient care I received.My CT scan was done on Monday and from reading the test results on MyChart I had kidney stones. Didn’t hear from my doctor for a week. Referral call finally came in on Friday. The earliest possible appointment with a urologist wasn’t until the following Thursday. It took them 13 days for me to see a urologist from the time I had the CT scan, 21 days from my first appointment to check the blood in the urine. My request to see a urologist was turned down.I endured the most excruciating pain in my life during my business trip to LA over the weekend.BTW, Urgent care won’t provide any help over the phone.
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March 2024 by Vanessa Sandoval
Incorrect notes in MHO and After Visit Summaries. A lot of important details are left out and some details are false/incorrect. Also, I've previously and incorrectly been checked in to have visited a doctor in a specialty department I wasn't even familiar with. Not sure how that mistake could be made considering you verify identity when checking in for appointments. Called dept. to ask for the correction to be made, Sutter ARGUED with me about it so I asked to leave a note for that doctor I never met and correction was eventually made --mind, they never apologized for this major error. In my opinion, desk as well as medical staff do not care about accuracy in note-taking or being truthful when handling patient records. They will write whatever they want and whatever they need to cover themselves. Not okay and pretty sure potentially illegal.
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December 2023 by Charlie Hutchinson
I came for an annual physical (covered by insurance), received a bill for $300+ and was told that what was discussed in my exam wasn't covered... After reviewing the appointment notes it's apparent that this is because I inquired about a specific lab, and because the doctor brought up an unprompted topic while checking to my lungs.Long story short, I was billed over $300 for a sum total of a 2 minute conversation for what requested to two referrals, one of which the doctor brought up. While in the appointment I received no additional care outside of the doctor ordering one additional labs that I requested. I spent two months trying to dispute the charge and was told there was nothing anyone could do. I spoke with billing, insurance, my employer, and the doctor. Nothing... If you choose to come here for care I suggest you make it very clear to the doctor the second you walk in the door that you want to explicitly be told if something MIGHT be out of scope.Pretty upset about my personal situation for obvious reasons, but more importantly I'm very disturbed for what this could do to someone vulnerable financially or with a language barrier, etc. From what I was told it seems there are also zero protections from fraud which feels ridiculous. No wonder people close to avoid getting care. The doctor even had the audacity to tell me "it's complicated..."I certainly won't be back to Sutter, and the only reason I'm not leaving a one star review is because my in office experience on the day of the appointment was fine and my attending nurse was fantastic.I hope this review is helpful to someone and can prevent people being overcharged and then being threatened with creditors.
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September 2023 by Mike Tsoi
DO NOT COME HERE FOR URGENT CARE. I got a facial laceration and came here because it was the closest urgent care facility. The urgent care reception TURNED ME AWAY even though my face was actively bleeding and I'm applying pressure with a bloody towel. They said they were all booked up for the day! This was on a weekday 4pm. The reception went back to check with a doctor, and came back confirming that the doctor won't see me. It was ridiculous - they cared more about staying on schedule than people's health. I'm standing there bloody and pleading to get some care, but all they could do was referred me to an ER 15 minutes away. This is an example of a broken healthcare system. You would think "urgent care" should be for treating non life-threatening like the cut I had, but instead I ended up waiting hours at the ER. If you're only going to accept appointments, then please don't call your 'urgent care'. You're basically just a primary care backup.
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July 2023 by C X
overcharge as hell. duplicate unnecessary examination.cleared all my bill and see $0 over a quarter but all of sudden received a mail claiming my unpaid debt sold to some debt collector?
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June 2023 by Akshay Goel
There were a few things that I think could definitely be improved, but there were also many positive aspects about my experience.Firstly, I want to recognize the efficient access to both a provider and an X-ray. The immediacy of care I received was truly appreciated and notable. Furthermore, the facility was extremely clean, adding to a more comfortable and safe experience.The staff was kind and professional, their demeanor truly made a positive difference. It was evident that everyone in the facility cared about the patients and their work.However, there were certain aspects that could be improved.The first was that I was given an extremely cheap, uncomfortable sling, which probably cost about two or three dollars. When I went home, it felt extremely uncomfortable. I subsequently ordered a $20 sling, which is actually practical to use with padding under the strap.Second, I checked in online; however, the front desk did not have any of my information. I let them know that I had checked in online and even showed them the status on my phone, but they did not receive this information on their end. If a patient is taking the effort to provide their information prior to their appointment, it should be utilized.Third, I think for a facility of this magnitude, imaging should be provided via the online portal so patients can view their images on their own, or with another provider, instead of providing a CD. Almost no computers have CD drives, and only antiquated machines use CDs.Fourth, I am a physician and ended up doing some research after I was discharged. I found out that having my cast removed within 4–5 days, with mobility exercises guided by an orthopedic specialist, is potentially extremely important for successful recovery from my particular injury. I understand orthopedics is not the area of expertise of the urgent care physician. However, she did say I would most certainly need a long-term cast, which now seems potentially detrimental to a patient that did not arrange for the appropriate orthopedic follow up.Despite these things, I want to emphasize the facility's professionalism, cleanliness, and efficiency were very much appreciated.
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June 2023 by Kirk G
An excellent complex. It is a worthwhile experience to be in a modern, clean and spacious medical complex. I sincerely enjoy coming here.
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March 2023 by Lisa L.
5 stars for the facility alone. It's beautiful and up to date. Everything is clean and modern and they even have a piano!
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February 2023 by Alex R
Lazy and inadequate support. Absence of availability.ENTs are booked 45 days ahead. Request for an urgent appoinment at website - no, you need to call us, says Amy G from ENT department.Calling, after 15 minutes of waiting (first call was just dropped) you are asked for symptoms, name, date etc .... only to say we're booking for more than a month from now. I could see that from website, and I asked for urgent appointments - so why did you lazy Amy asked me to call and to wait to just say what I know? Why didn't you even read the request?Going for urgent care? You know, it's not that urgent really, so you can try to book on the website, and there are VERY few slots, and in 8 minutes they all were gone. If you need to plan and book - it is not "urgent care" IMO.So plan your urgent cases a month ahead!Sutter health, your health is a priority (well, not really).All I needed is a test for bacteria and a prescription for antibiotic.
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February 2023 by Tony Brew
PAMF San Carlos would have received a five star but for reasons that makes no sense to anyone, they have made urgent care useless. And below is why.The whole ideal of urgent-care is a place you go when you have a serious issue but not at the level to go to Emergency Hospital.Well the location has made all urgent care visits by appointment ONLY. Where on earth can this be, that a person suddenly becomes sick should have known they were going to be sick so then they booked an appointment the day before hoping they will be sick the following day or book it anyway in the morning because they hope to be sick by the afternoon so they can go to PAMF San Carlos Urgent-care !It’s called urgent care in the meaning of the word, and sure you may have an appointment system, but to completely shut down walk-in patients who are actually registered patients with them, preventing patients urgent care is ridiculous and frankly it seems to give the impression that the clinic wants to treat only patients with very simple issues like headache or clogged nose or something, basically easy to treat illness.Because illnesses like that a patient have the time and luxury to book an appointment before they go to urgent-care.When a patient falls sick or suddenly experience health problems that are not serious enough to go to ER but bad enough to seek help from urgent care, they got to be able to rush to urgent care.Other PAMF urgent care locations I know, like the one at Palo Alto, they have walk-in urgent care. If you walk-in you get to wait a bit, which is fine because the wait is certainly a whole less time than ER wait time.But to run a service that has the mission to help patients in need of urgent care and the patient have to book an appointment makes no sense.
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February 2023 by CJ ApJohn
Family medicine staff is extremely knowledgeable, helpful and friendly. We couldn’t ask for a better pediatrician and staff to work with.
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December 2022 by Jason Y.
I had a really frustrating experience with this facility. The Billings department of shutter health is not doing their job. I got a claim on December for an April's visit saying I should pay $240 for that visit. The visit is just a normal check with nothing special. It's been already paid with the normal copay back in April. When I called the insurance company, they said shutter health submitted a duplicated claim for that visit which resulted in the decline of the insurance coverage. When I called back to the billing department, they still insisted I have to enroll in the payment plan otherwise they would send it to collection after the deadline. This is absurd as the insurance should cover my visit and I've already paid for the copay. The new billing came out because they did it incorrectly and submitted the claim twice. Update on 1/22/2023: I submit a message to shutter health through the app in early Jan and they replied they will get someone to review but it will take months. I understand you need to review the bill again but why it would take months. In the meantime, another copy of the bill was sent to me this week and said the due date is now. Is this how you should treat the patient while you are reviewing it?The process is also insulting and hurts the patients a lot.To Dianna from the social care team. I just messaged you the full name and the info. Hope you could help escalate this. Just sad that this has to take to the yelp to have some hope to figure it out.
