Coastal Gastroenterology's Online Review Report Card

2/2/23 spoke with Dr. DiLauro stated I believed I had rectal prolapse as I saw it and I felt 6 months pregnant and no matter what, I was nauseated, lethargic and in pain. The Doctor told me it might be my pelvic floor and completely shut me down when I told him I think I had a blockage because not only did I see it, I felt it. It was terrifying . He basically ignored me and said he was going to get an approval for a colonoscopy. That it was not urgent and was up to me. I’m thinking, “not urgent” Umm I just told you that I haven’t used the restroom in a month- like nothing! He prescribed Linzess and told me to drink Miralax . I said what if it doesn't work, I had tried EVERYTHING. He said, “It will.” then proceeded to send me on my way without any physical examination 3/13 I continued to be in massive discomfort, unable to use the restroom. Sfyer informing the Fo tothe upped my Linzess dosage after telling him how ill it made me 3/21/23 It wasn't until EIGHT DAYS later and after sending several messages to the other staff members that I was finally told to go to the ER. 3/22/23 After TEN hours of waiting in the ER, long story short, they admitted into the hospital for 5 days of hell on earth. Sadly, this hospital was not equipped to help me and said I need to get a referral to UCSD Because of all of these delays. A MONTH on Dr. DiLauro and Coastal Gastroenterology end the referral they promised they sent to UCSD as “urgent” and then another TEN (10) day delay before replying to me when I told Coastal Gastroenterology that UCSD had not received the fax. They had the audacity to put the blame on UCSD saying their fax wasn’t working right and they were “finally” able to get ahold of them and then acting like a hero saying don’t worry I made sure they know you have been waiting a long time and this is urgent. When I talked to UCSD, (Which btw they answer right away when you call- every time, so 10 days is a blatant lie), the broken fax was a lie and they told me Coastal Gastro DID not put it in as “urgent.” She read it to me on the phone–They fully discredit Coastal Gastro’s statement. Because of Coastal Gastroenterology and Dr. DiLauro “delays” I’m being told I can’t see a doctor until JUNE FIFTH. I begged them to use whatever power they had to make this right. They dismissed me like trash. This was sDr. Dilauro’s response: Hi Kelly, I apologize there has been frustration in obtaining a consultation at UCSD. ​ ​We have faed all of the essential information and the UCSD MD triage team has been able to get you an appointment June 5th. Unfortunately, I have no control of their scheduling process and furthermore, it is the only location that accepts your type of insurance. ​ ​​ ​ Dr. DiLauro UCSD is not to blame. I was told by USCD that nothing was ever sent a month ago as promised. The fax only came in after a half dozen emails from myself and 10 additional days of waiting before Coastal called them, once again throwing UCSD under the bus. Wrong. I had been in touch with UCSD and knew the real story. Furthermore, UCSD was horrified when I told them what was going on. That;s when she read me the fax that magically had JUSTcome in…there was no “urgent” on it. The UCSD staff member was incredibly warm and felt horrible about the treatment I received from Coastal and Dr. DiLauro. When I shared this with Dr. DiLauro His response was, “Thank you for your feedback.” Wow, are you kidding me? 3/29 DiLauro stated I had been referred to UCSD as “urgent.” 4/3 I was told again that the “urgent” referral had been sent. I called to ask because UCSD had not received it. 4/15 I was still waiting for this fax to go through (I still had not been able to use the restroom since my nightmare of a hospital stay) I called UCSD three different times to see if the fax went through, they said they hadn’t received anything and it would have come in long ago if Coastal had actually sent it. 4/24 Coastal office did not respond to me for NINE days. And when they finally did respond, they shamefully

Professional and efficient! I was in and out in under 90 mins for my colonoscopy. Nancy was very helpful and courteous, and the nursing staff was too! You could help them all by following directions! Please read the paperwork they send you prior to your appointment. I sat in the waiting room for a couple of minutes and listened to all the stupid questions people were asking, and all of the answers to those questions are in the paperwork. READ! Parking is easy and they can see you pull up from their windows, so no need to call. They ask the make, model, and color of the car picking you up, and they give your driver about 20-30 mins to get there.

Just finished calling to schedule an appointment for a procedure…I’ve been waiting almost two weeks for them to call me…the person who answered the phone was rude and unprofessional. It sounded like my calling was an inconvenience for her. Time to make an office staffing change…

The staff is always helpful and nice.

This place has to many patients and or just doesnt have a very good work day vibe. This organization has wasted hours of my time for only a few appointments/ interactions. With no customer recourse or area to offer grievance or assistance to the fact they they are probably all just over whelmed or over worked. even the Md’s attention that I seen was just not centered really. Try to find another place is the point of this review if you can. You’ll be happy you did.

Spent 20m waiting trying to schadule an appointment and when it finally sounded like someone was going to pick up it just asked me to leave a Message. The second time I called "Cindy" answered the phone after 15m and just said "your phone is cutting off" and proceeded to hang up less than a second later without even giving me the chance to move around and try to find a better connection. This is so weird because I called from home and my connection here has always been great!

Overall pleasant experience, friendly staff clean facility I would recommend this place to anybody .

I had to wait for my first appointment for a month and a half. I came 10 minutes later (8:30) to find out that doctor won't see me today because he's "already running of schedule". I bet if I came on time, they would make me wait, and I would be given 3-5 mins maximum. As an option I was suggested to wait one more month. Sounds like they are making me a favor. Not for my money.

Horrible horrible horrible place. My mother received results via email from testing done a week ago, and has yet to hear from a doctor. The results came back with very scary verbiage that is potentially life threatening and obviously to those who are not in the medical field can be VERY intimidating. After leaving several voicemails and calls to the doctor over the course of the last 3 business days still has YET to hear back. It is impossible to get ahold of anyone. Don’t walk, RUN from this place. Once we receive results and actually talk to a doctor we will be receiving care from a different facility. This is just not ok.

I am posting on behalf of my wife. My wife was scheduled endoscopy colonoscopy as we both don’t drive my daughter was advice to pick up her meds for surgery. She was told to pick up meds and call before 4pm and wait in the parking lot to be delivered outside. She was kept on hold for 15 minutes as she waits with her autistic vulnerable to Covid-19 son in the car who had appoint at 4.30 with specialist. Finally she went inside to check what’s going on As she was kept on hold for 15 minutes. 7 staff sitting on the front office said oh there is comes is that her? Without and greetin. When she picked up meds staff called her names and said welcome. RTher than apologizing why she was kept on hold and kept waiting outside they treated her badly and laughing. Great doctors but front staff very rude no customer service skills. Never greets never smiles. Really disappointed