Sutter Urgent Care- Palo Alto's Online Review Report Card

10/1/23 My husband and I are both medical providers (my own background is ER and Urgent Care) and we consistently have had phenomenal experiences at this urgent care. I made an appt at 12p (I had tried to claim the 9:15a but someone grabbed it before I could). I drove over around 9am and called just to let them know we were there in case they had any cancellations. They did, and they got us in within a few minutes of our arrival(!). This is so rare and unlikely, I was completely prepared to wait for 3 hours in my car — especially because the acuity of the injury was not super high, so I know if someone comes in with something more pressing we could/should get bumped. This is the nature of triage/urgent care. I do not know how they manage this urgent care but I am beyond impressed with the professionalism and efficiency of the team working here. I think a lot of the poor reviews I’m reading do not have a lot to do with the actual medical care you receive, which is the most important factor to consider when you are deciding where to take your child when they need medical attention. Kudos to PAMF — you continue to impress me. Thank you for taking such consistently good care of our small human. ☺️👍 12/25/22 So grateful to this urgent care! We were seen right on time for our appointment, had a quick and efficient visit, they even told us where we could fill our Rx with it being Christmas Day and our usual pharmacy being closed. Thank you for working on Christmas and being there for our family in our hour of need. We really appreciate you!

Wait times were long for a weekday afternoon but after going to three different urgent care locations (other companies) I was glad to find one that was actually open. Dr. Riddle was efficient thorough and gave me options to decide from. I really appreciated his care.

This is a review of the urgent care and the pediatrics primary care group. When my baby was born, we were told they took my insurance. For 4 months, we never received a bill and the office managers assured us everything was fine and insurance billing was completed. Fast forward 4 months and now i have a bill for $4,000. The practice lied to us and continued to schedule us for appointments and reassured us insurance was covering everything. When we spoke to our insurance company regarding their lack of payment, they were shocked to find out that ALL THE LETTERS they sent the practice explaining how nothing was covered was withheld from us. Not ONE TIME did the secretaries say "something is wrong, we need cash payment." THIS IS FRAUD. No one will answer our phone calls. Managers are always on lunch break, even when we call multiple times in the afternoon.

Have had a consistently terrible experience here. The doctors by default prescribe oral steroids to toddlers. To quote Dr. Ngo during our last urgent care visit, “I want to prescribe Prednisolone to see if it works.” (In spite of mentioning that it did not work the last time for the exact same symptoms). If you don’t know what the correct medication is, refer us to a specialist. Babies are not to be experimented upon.

The staff on the phones seem young and inexperienced and the people working in the clinic are old and cranky

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After walking out of this place, I felt helpless and the world was so cruel. Nurses and staff were impatient and rude. No sympathy to sick child. They wanted to finish their work and go home - I guess nothing wrong with that and after all it is a business. I miss the good old America.

Avoid this chain like the plague unless you've already met your deductable. I was charged over $800 out of pocket for a checkup and tests, here's the breakdown: $350+ for a 30 minute doctor's visit $450+ for a urinalysis and two STD tests I could have gotten off Amazon for $50. And I was in-network too! That said, the doctor and staff were nice, and the facility was clean.

Hit or miss... Our first visit was very pleasant; Doctor Tam was very friendly, knowledgeable and patient, and was quick to resolve our issue. The second visit today was a mess, though. Doctor Roy was doing a decent job, but the nurse was just very indifferent. For one thing, she was applying much force when conducting every step, such as measuring temperature (I can just feel it when she tuck the thermometer under my daughter's armpit through her collar). Also she was quite impatient when flushing my daughter's ear (agreeably my daughter struggled in that duration but I think that is definitely understandable for a 4-year-old) and using the ear pick on the earwax. One can simply feel that she's in a rush of something, simply trying to go through the steps and to reach the goals without any caring. I wouldn't say avoid this place since I do believe that is a rare circumstance, but I do expect a bit more from a pediatric agency.

I wish I could give this place zero stars. They stuffed up my son's 12 months vaccinations, have been extremely rude, sloppy and patronising. The first time we gave them the benefit of the doubt, but then, as they kept making mistakes and being unreliable and superficial we changed provider. Plus, it takes ages to speak with someone. Wish they were audited and shut down not to harm more people than they already did.