Epic Care's Online Review Report Card

The worst scheduling experience ever. There are 3 different numbers that will direct you to the same automated options. I wanted to reach the Emeryville location each time but there is no waiting on the phone, no waitlist, no next available caller. You hear some ringing, and get either told to leave a voicemail, or voicemail is full. What am I suppose to do? I smell a lawsuit for playing with peoples lives by making it as difficult as possible for patients to reach an actual person on the other end. It's ridiculous, and congratulations, this is the only location I've ever had a problem with making an appointment. It shouldn't be this hard.

Physicians have been great, but ancillary staff can be very rude, insensitive, & condescending, which is a shame given the sensitive nature of their patient population. I witnessed a technician approach an elderly frail woman with a walker seated in the waiting area, she attempted to lift the woman out of her seat without asking her if she needed assistance. The elderly woman had to tell the technician "Don't touch me, I can do it myself" . The technician did not apologize, & the elderly woman proceeded to use her walker to ambulate to the treatment area. I had the unfortunate experience of also interacting with ancillary staff at this location. They spoke over me as if I were an inanimate object lying on a table, literally I was on the exam table, talking about what they were going to to my body. I advocated for myself, letting staff know I was not OK with what they were doing & was asked in an extremely condescendingly manner " Do you need a break?" instead of being listened to. They removed my gown exposing by naked chest, without asking or telling me they were going to do so, or why. I subsequently advocated for myself again, & the technician condescendingly asked me if I had read the consent form I signed. This is the same technician throughout by the way. I even tried to appeal to this individual's human side, describing how difficult it is to have to need this type of treatment. The technician again, with her back to me, sarcastically said " I understand you're going through a lot right now" . I was appalled by the cruel insensitivity of this person. She called in her senior colleague who told me they are following the protocol set forth for patients by the physicians . Are these people even human? Again, I explained how difficult being a patient needing these services can be, the senior technician then asked me how I would like to be spoken to & said " You just want to be heard". After this, again, the same technician from earlier in my writing proceeded to mockingly describe every action she was engaging in regarding my care. I am sure they labeled me as a "Difficult patient" because I advocated for myself. It is very sad that patients are seen as lumps of flesh to be worked on, instead of vulnerable individuals who are suffering with potentially terminal illness who are just trying to survive.

We have been going to the Emeryville Infusion Center for 3 years and have been treated with respect and compassion at all times. The atmosphere is positive and the staff are knowledgable and helpful.

For last 5yrs attending for my husband prostate cancer and is excellent particularly Min Yan our oncologist so excellent

Wonderful, caring staff and doctors. I was lucky to be referred to them by my Stanford care team. Thanks for everything you all do, and for doing it with a smile on your face.

My mother had Dr. Yan as her oncologist, and he provided excellent and compassionate care for her as he helped her with her best course of treatments. He always answered all of our questions, and he was also prompt through the messaging portal. The wait time sometimes might be a little long, but that's always because Dr. Yan is spending time helping other patient. When he does make time for us, it never feels rushed, and we always have a plan forward. The chemotherapy nurses are so kind and friendly as well. She's going through a radiation treatment course now, and we feel well taken care of on that side as well. Front desk was always pleasant to work with every time we came to check in for appointments. All in all, we're grateful for Dr. Yan and the team at Epic Care.

Laura, Blanca and Jennifer were quite helpful. They managed to push through and get my father the meds he needed. Epic care front office has struggled to get back to patients and return calls, but in this situation, I found some very helpful people at Epic care who went over and beyond. I found communicating through the patient portal with my father's physician to be very effective and his doctor responded quickly and found people to help us. They made multiple attempts to ensure my father got what he needed. I appreciate their time and effort and not giving up on us even after submitting the same paperwork and information multiple times. I do agree with other reviews though, the reception and front office staff at the Emeryville office need more training on patient care professionalism and etiquette.

I dont normally leave reviews. My mother and I use to come here pre covid. The staff was nice and respond in a timely manner. However, what the happened since covid?! I had left 2 voice-mails on separate days, different time, both in morning. It has been near a week and I have yet to receive a call. It's stressful enough for patients who attend here due to health problems, but to feel like those who are supposed to provide care and reassurance not being able to even return a call (I can't imagine the stress for those who are in urgent need of assistance)... it's so disappointing that it's laughable

Unless you're dealing w| Terrance (sp?), expect to be disrespected + have your privacy violated when dealing with anyone at the front desk. ETA: Not sure what Jessica's response about 2 identifiers has to do w| anything? I didn't say anything about 2 identifiers in my review? And I have no idea what she's talking about, which honestly isn't surprising sine this is Epic Care Emeryville we're talking about. As plenty of the other reviews have stated, this location really is so unprofessional, dysfunctional, and disorganized it's unreal. I'm making a point to be specific about the Emeryville location because I was seen at a different Epic Care location prior to this one and it was the complete opposite in every way. My doctor was professional, friendly, knowledgeable, and more; we had excellent rapport. The front desk staff was phenomenal -- professional, organized, friendly, and respectful. I really hate that I had to switch locations but that one was just too far from home. The doctor I have now at the Emeryville Location is fine and his medical staff is good. However, the front office staff? Yikes. I think the worst part is that this office staff runs the office 10x better than it used to run. I noticed a major overhaul when they replaced the office manager and a few staff members. It's much, much better now. As others have said, trying to get anyone on the phone is still nearly impossible -- their system of calling, leaving a message w| some random person, and hoping for a call back in a decent time frame leaves a lot to be desired. The front office staff (most; all except one person) is NOT at all respectful, mindful, or considerate when it comes to maintaining patient privacy or confidentiality -- they could not care any less than they do right now and couldn't pretend to if their lives depended on it. Let me stop here though becauase I have a laundry list and my goal is not to tear these people or this place down. I really want them to improve, to take the feedback seriously, & not simply for PR sake but for the sake of the patients, who are not well! This is not a typical clinic, every patient is battling a potentially fatal chronic illness and there for treatment, trying to survive & thrive. Last thing any if us need is stress, which exacerbates//triggers illness. Let me end this update by echoing an earlier statement -- Terrence is Epic Care, Emeryville's saving grace. That man deserves a raise and a couple of weeks of paid vacation. Just give me a heads up when he goes so I know not to try to get anything accomplished at EC:C while he's gone. Thank you so, so much, Terrance I genuinely absolutely appreciate you much more than you know.

This review has been removed for violating our Terms of Service