If you are scheduled for a procedure at Premiere Surgery Center, I highly recommend reading this…read morereview.
I was scheduled for an outpatient procedure at Premiere Surgery Center in Concord, CA. Although I have undergone several similar procedures with the same doctor, this was my first visit to PSC.
I checked Yelp reviews before my procedure and became concerned by what I was reading, particularly the more recent reviews, ranging from about 26 days to a year old. There was enough consistency in the complaints that I felt I needed to address my concerns.
I called PSC and asked to speak with an administrator. I was told the administrator was out and there was no one available. I then asked to speak with a charge nurse or floor supervisor.
This was around 10:00 a.m. I was told a nurse would call me. By 2:00 p.m., I had not received a call, so I called again and was assured I would receive a call before the end of the day. By 4:45 p.m., I still had not received a call, so I called again. There was some confusion, but I was eventually connected with a nurse.
I explained my concerns. She was already aware of the negative Yelp reviews and was extremely professional, personable and reassuring. She shared her history with PSC and my doctor and took the time to address every concern I had -- and then some.
That conversation completely changed my anxiety level. She was confident and knowledgeable, and I felt much more comfortable going into my procedure.
She also told me the procedure room would be very cold and suggested appropriate clothing. I asked whether completing the patient forms online would save time. She confirmed the forms were current and that completing them in advance would reduce my waiting time.
The morning of my procedure, I arrived with my paperwork completed.
PSC asks that your driver wait outside, but if you need someone with you for support, they do not object.
Upon entering, I was greeted and my initial information was taken. I was directed to the registration/waiting area, which had quite a few people waiting but was comfortable. The reception staff were personable, organized and clear. Because I had completed my forms, this part went quickly, and I was called to the back within about 10 minutes.
As I walked into the pre-op area, I immediately noticed that it was clean, organized and comfortable. There were large, puffy, cushioned chairs covered with clean sheets, with individual areas separated by curtains. The chairs were comfortable and much more inviting than I expected.
The pre-op area was not large, but it was arranged efficiently. Even as more patients arrived, it never felt chaotic or overwhelming. Privacy was consistently respected, and the bathroom was extremely clean.
My nurse, Myra, was very pleasant. She explained the procedure and started my IV quickly and easily, which I particularly appreciated because I am not a fan of IVs! She also respected my request regarding IV placement, which had been documented during my previous telephone conversation. I felt that someone had actually listened to me.
About 12 minutes later, RN Chantel took me to the procedure room, only about five minutes past my scheduled time. She was extremely personable, confident and reassuring.
As I walked through the facility, I paid attention to my surroundings because of the concerns I had developed from the reviews. What I saw was clean, orderly and well maintained. Yes, some spaces were small and some furniture was aged, but nothing was unacceptable. I saw no reason to be concerned about the size of the rooms.
The procedure room was clean and organized, with equipment and supplies arranged in an orderly manner. I felt confident that I was in a professional medical facility.
By this point, I was completely at ease. Once I saw my doctor, Dr. Hou, everything remained calm and went smoothly.
Afterward, I was taken by wheelchair to recovery, monitored, given water and crackers, and checked several times before being wheeled out to my waiting ride.
A special thank you to Myra, Chantel, Aeyzah, Hanna, Christine and, of course, Dr. Hou.
I also want to recognize the registration staff, whose names I unfortunately did not get.
My experience at Premiere Surgery Center was extremely positive, and I felt secure in the environment.
I am not discounting the experiences described in other Yelp reviews. Everyone's experience is personal, and I can only speak to mine. However, I did not see or experience the issues described in the negative reviews I had read. In fact, my experience was quite the opposite.
Based on my experience, it is clear PSC takes pride in the service they provide. Everyone I encountered was professional, personable, respectful and attentive. Most importantly, Thank you, Dr. Hou and the entire PSC family, for taking such good care of me.
