Grandpa was taken to the ER at night and was taken to a room in the morning for an infection. I am…read moreunsure about the quality of care in the ER, but while recovering on the 2nd floor, the nurses and doctors came by to check up on him semi regularly. As he was bed bound, the nurses cleaned him up whenever we called for them and helped change his dressing for some bed sores that had developed (loved that they put the time changed directly onto the bandage themselves. The food was pretty bland though and only slightly changed every meal (there was usually steamed carrots, mashed potatoes, and a different protein every 2 days). Overall, we didn't have a bad experience. FYI: the main entrance says visiting hours are from 9am-8pm but we were able to get in 2 hours earlier and the doors are still unlocked at 9pm. After that, you would have to enter through the ER.

This billing experience was incredibly damn frustrating. Getting hit with separate bills for the…read morehospital and the ER physician after an emergency felt really unfair and confusing. Even with insurance, the out-of-pocket costs were overwhelming because of my high deductible. The medical care itself was fine, but the billing process needs major improvement. Patients deserve clearer explanations about what they'll be charged and why they're receiving multiple bills. I hope they make the process more transparent so others don't have the same experience. Thank god for financial assistance! If you guys are hit with multiple medical bills there is help. You just need proof of income, paystubs, and keep your receipts, copayments, medications that you pay from pharmacy. Keep everything that you visited for your doctor to specialist visit. This will save your money spending. I had over 3,000 dollars of medical bills. I have 0 debts because of my low income. I don't get why we as the people get injured, shot, or whatever things that happen in life. It's like our lives depends on it. This medical system is so completely corrupt. If the medical bills people or whoever in charge is reading this, I don't know how you guys sleep at night while other people like us are struggling to make living to survive. I f##king hate the medical system.

We needed to get a prescription refill so I tried Santa Clara Valley Medical Center Express Care…read more(Urgent Care) on the 2nd floor. I was welcomed to fill out a slip stating why we were there by Christian. He was very nice and compassionate to why we were there. He said he would have the nurse review our request. We waited a short time and then we were called in to be seen by Dr. Iliana Harrysson. She was absolutely fabulous. I felt like we were in good hands and we were being seen, heard and understood. She recommended we go to a clinic closer to our house next time. But, I would rather drive far to see her and be in good hands, then drive close and have a different Dr. Thank you Express Care for exceeding my expectations!

I'm sorry- but I can't stand county hospitals! This is why they're given a bad name! My son had a…read more1p appointment to check on his broken wrist and after 45 mins of us waiting in the patient room I asked if we missed our appointment because I had to go to work.... No nurse EVER came in to check up on us or say "the doctor is running late...." Perhaps if there was so communication, I wouldn't write such a horrible review, but this was just awful! After the doctor spent 2 minutes looks at my son's broken wrist, he said "looks like he healed fine...." Which his wrist was STILL SWOLLEN! We went to Stanford and his PCP there was PISSED! She said he needed to wear his wrist brace at LEAST 6-8 more weeks as she ordered 2 X rays and OT! This doctor dismissed my son since he's an older teenager and said he'd be fine..... ughhhh

I recently had to pay a visit to the Emergency Department at El Camino. I have been to this ER many…read moretimes as well as being a patient in the main hospital for surgeries and the recovery that follows. I have always experienced excellent care here. I have an auto immune disease that sometimes causes my inflammatory markers to skyrocket and this will cause me so much pain, beyond what I can control at home. That's exactly what happened last week. I knew I was in trouble and needed to get to the ER fast. My husband got us there quickly and I checked in. I was taken to the triage area for my vitals. Luckily I'm in their system. And most of my Doctors are connected with El Camino because they are a part of Sutter Health. So the hospital knows my health history. The waiting area was packed with sick people. I'm thinking, this is going to be a long and painful wait. I was called back to see the Dr. within a few minutes, which was surprisingly quick. They got me a wheelchair and took me back. All of my joints were hurting so bad that it hurt to walk. I explained everything to Dr. Tsai. I appreciated that he listened to me and took the time to ask important questions. I told him I was supposed to get labs done tomorrow for my metabolic panel because I wasn't feeling well and I told him that the way I was feeling probably meant my inflammatory markers, ESR and C-reactive protein were probably very high. He told me he would order all those tests immediately and start me off with pain pills first and then progress to stronger IV meds if the pills didn't work. I also mentioned to him that the new medication that I have been taking for this problem has not been working very well and my rheumatologist was trying to get prior authorization to increase the dose of that new medication. That's why my pain had gotten out of hand. I was sent back to the waiting area, again, to wait to get my labs done. I was again called back within a few minutes. I was taken back for the bloodwork. Then taken to a private patient room, where I could lay down in a bed and get my IV started. I met the nurses that would be taking care of me. I let them know that it's hard finding my veins. I appreciated that the nurse believed me and got a vein finder to help with finding a vein. She was able to find one that was deeper, in my arm, but it was a good vein. She got the IV started. Her patience with getting my IV started was awesome. A lot of times nurses don't believe me when I tell them I'm a hard stick. She was wonderful and did an amazing job with my IV. Since the pills didn't work for my pain, we moved on to stronger IV pain medication. I was also felling nauseated from the pain. They didn't hesitate to give me nausea medication, right away. As it turned out, my inflammatory markers were extraordinarily high. They gave me the best pain management over the next several hours and didn't discharge me until my pain was under control and I was more relaxed and calm. Pain like that is horrible. I want to give a huge thank you to Dr. Tsai and nurses for listening to me and my pain concerns and doing everything they could to stabilize me. I have followed up with my doctors and am on a new medication regimen to help with the inflammation. I am finally feeling better. The medical team here, treated me with respect and dignity. Everyone was very professional and kind. I am grateful to the medical team that took care of me that day. Thank you to Dr. Tsai and the nurses that all worked collaboratively, to get me feeling better.

The first thing I was asked for was a credit card before could even see a doctor. Very disappointed.read more

Pleasant front desk experience; well trained nurses & doctors; caring and relaxed…read moreatmosphere...services such as blood draw are on the same floor...perfect for people like me who are scared of hospitals.

I am writing to express my concern about my recent experience at the Kaiser Emergency Department…read more The wait times are extremely long, often lasting 4-5 hours before being seen by a provider. What is particularly frustrating is that there are times when the waiting area appears nearly empty or has very few patients, yet patients are still left waiting for several hours without any clear explanation or updates. In addition, I was disappointed with the level of customer service I received. Staff members were not communicative about delays, and it was difficult to get information about the status of my visit. As a patient seeking emergency care, this lack of communication and support added unnecessary stress to an already difficult situation. I understand that emergency departments can be busy and that patient care is prioritized based on medical urgency. However, better communication, transparency about wait times, and improved customer service would greatly improve the patient experience. I would appreciate it if this feedback could be reviewed and addressed to help improve care for patients in the future. Thank you for your time and attention to this matter.

We've been here with a bleeding four year old and it's going on to 3 hour wait. Everyone that came…read morein after us has gone in, we finally get called in and now waiting again inside. First off, who makes a bleeding four year old wait this long?? Also it's already 11:20pm and he's about to fall asleep, how are you going to give him stitches this way??? This would never happen in Asia. We seriously have the worse health care system ever.

First of all the phone operators suck. When you call it's so hard for them to direct/connect you…read more They are very slow on their response time for any part of the hospital. They lost my mom's dentures and not too interested in locating them. The people are rude to answer questions. We don't go to hospital to enjoy ourselves unfortunately most of the time you or someone you know is not in good shape. You need to learn that setting needs a lot of comforting, caring, patient and helpful. The hospital it self is not very clean. The air vents are dirty needs to be cleaned. The floors need to be mopped. I will take some pictures for example. Please be more compassionate and understanding. Clean the place up and teach all employees to be more courteous and helpful even when someone calls and they sound loud. It's ok and understand their situation. Keep your patients clean after they go bathroom. Don't leave them for 20-30 minutes dirty. Don't know what else to say because I am angry and will start cursing. PLEASE WAKE UP AND LOOK AROUND AND FIX AND CLEAN .

*First time experience* Review for a Cat…read more Believe the reviews, this place is phenomenal! While I hope all of our fur babies will never need to come here, sometimes things happen and unexpectedly. I want to be transparent that I was at SAGE earlier in the day-- let's just say I don't like the route they wanted to go and I went to VEG few hours later. As we know, cats are masters at hiding pain and discomfort. The below review was from July 15, 9pm at night. My 5 1/2 cat Bebe's symptoms: 1. Not eating or drinking and it was 95 degrees 2. No potty at all (I have a litter robot, plus two other cats) I brought her in after 15 hours of these symptoms. A bit "quickly" but as I mentioned it was hot out and my girl LOVES food. About the vet: I called beforehand, very nice gentleman answered, didn't rush me, didn't treat me like another number in the queue. I also want to call out, no AI crap! A real human answered when I called I didn't have to select "press 7" etc. I arrived about 20 mins after the call and was greeted warmly by the front desk. Extremely clean place, coffee and tea bar, freshly baked cookies! We were promptly given a room and Dr Molly came in within 15 mins of our arrival after the nurse took vitals. Dr Molly is a pure assets to this vet. Before she started talking, she sat down on the ground to not overwhelm my cat. Her voice is very sweet, she understood my concern and gently got Bebe comfortable. Treated her like a little scared child vs just some animal with no feelings. She got to Bebe's level vs throwing her on the metal table. Dr Molly listened to every little trivial thing I said about the past 24 hours because I wanted to be transparent and she determined we should do an x ray and blood work. I was promptly given the link via phone to pay + outline of costs, clear! I did have to wait about 2 hours for results of the xray due to the hour I was there (9pm to midnight), the results were sent out for review. I received them back and they are the clearest x rays I've ever seen, better than a human hospital, seriously. They send you a live link to download them too. Diagnosis: she came back in, same calm voice vs the chaos she had in the vet (few emergencies popped up with dogs) while I was waiting. She gave Bebe fluids and anti nausea injection and an antibiotic injection. I got home 1am and she started eating! I couldn't believe it. Her red blood cells were a bit high (inflammation), thank god no blockages. What I think was wrong: we had a little stress when I got home with a big box and she ran between my legs and got stressed running into them + the door slammed same time she got freaked out running into my legs hard.

Brought my dog in at 11pm since this was the only available vet that open. She had CHF and we…read morenoticed her breathing was getting muddy and panting. They kept my dog in an oxygen tank overnight and the next day advised us that she would not make it. I understand that vets advise humane euthanasia but they shouldn't guilt trip the patient's owners into it. Also please know how your pets act because vets and vet techs don't know them as much as you do! Our dog usually pants heavily and gets really anxious and the vets perceived it as her struggling to breathe and even kept advising us that euthanasia was the only way. We opted to bring her home and get a second opinion with her primary vet (who advised us that she was still bright and alert and needed treatment, not euthanasia!) Her primary vet also saw red flags with all the different medication she was given and obviously would cause her body to react negatively. We could have lost her that day to euthanasia but thank goodness we followed our instinct and brought her home. It's been 5 days now and she's starting to eat and drink and get her strength back. When it's time - they will let you know. Humane euthanasia is beneficial, yes. But know how your pets are and always get a second opinion if you're not sure!

I am writing on behalf of a resident currently in placement, Mark. Mark has been a resident for 3…read moreyears. He has had and continues to have GREAT CARE. We are made aware of health issues as they arise. The communication with us, the family members, is impeccable. We are made aware of medical challenges in real time, we are afforded meeting with Social Service staff, (usually Melissa) the Shift Nursing staff to discuss current status, Shift Nursing Supervisors to discuss upcoming medical appointments, (usually Isaac), Karen (#1) to obtain updates of concerns brought up in patient staffing, Respiratory Therapist, Randy, who in our minds is the "Emotional Rock", for Mark, especially during episodes of breathing challenges. We have observed him in action. Faith, remains my anchor in which direction or person that I should address concerns. Christine, Kind, Patient, Compassionate, all one has to do is observe a BINGO. CNA Teresa, whom started with Mark on his first day and has made it a point to check in on him. I cannot conclude this review without thanking ALL of the staff who are assigned to Mark's care. In our absence YOU ALL have become his 2nd Family. We are GREATLY and GRATEFULLY APPRECIATIVE for all you do. You all brush it off as "Just doing our jobs" You are doing more than a job. You ALL are ANGELS, doing God's Work. We can't THANK YOU enough. Sincerely, Patrick Bergen and Jeff Dumlao ( Mark's family members)

My dad was at this facility and it was the worst thing that could ever happened to him. I honestly…read morethink he would still be alive if he didn't go here. He had cancer and had gotten surgery on his tongue. He was non verbal with a trache but he was recovering. This place was disgusting. It hurt me everytime time I left him He would walk us out then became weeker due to their negligence. He ended up getting pneumonia and if it wasn't for his appointment at the hospital we would have never known. This place needs to be shut down. If you have a loved one that needs hospital aftercare do not send them here. A grace will be the first to take any patient and then you will have a hard time getting them out of there.

Recently, I had two foot surgeries at the Santa Clara Kaiser. I wanted to congratulate Kaiser for…read morechoosing Dr. Bui at its Podiatry department. Dr. Bui operated on both of my feet so great that only the day after surgery I had slight pain and that was it! As of the second day, I was able to walk around without any pain or discomfort. For my first procedure he gave me various painkillers, anti inflammatory, ... Not only I didn't find the need to take them, for the second procedure I asked him not to prescribe me any medications as I wouldn't need any. To me, these were magical procedures. If I had not experienced this on my own, I wouldn't believe anyone's advice! I feel lucky and grateful for being referred to Dr. Bui by my nephew. Dr. Bui is also my sister's specialist as well yet referred by my nephew. Now, we have an outstanding family doctor. Appreciate it Dr. Bui!

Very disappointing experience at the Kaiser Permanente Santa Clara Laboratory, Department 168 on…read morethe 1st Floor. My young son has Down syndrome, is nonverbal, and experiences severe anxiety with medical procedures. Despite requesting a private room to help reduce his distress, we were required to remain in the main laboratory area for his blood draw. The procedure became increasingly traumatic as he cried, struggled, and became overwhelmed. After the blood draw, he removed his bandage due to sensory distress and began bleeding down his arm and onto the floor. While he was visibly upset and actively bleeding, assistance was not provided as quickly as it should have been. I expected greater compassion, appropriate accommodations for a child with developmental disabilities, and a more trauma-informed approach to pediatric care. Instead, the experience felt rushed, stressful, and unnecessarily traumatic for my child. I hope Kaiser reviews its procedures and staff training for working with pediatric patients and individuals with special needs.

Amazing IV. Great nurses all aground. Very caring and easy to talk to. Came on time, got my tiny…read morevein on the first try, out in less than an hour. Definitely the best in the Bay Area. I have tried others who stuck me as much as 3 times. This company has highly trained top tier nurses. Highly recommend this company.

I want to begin by saying that I did not receive IV services from this company, so I cannot comment…read moreon the quality of their nurses or care. Based on many of the positive reviews, I'm sure they provide good IV therapy. My review is solely about my customer service experience during the intake process, which ultimately led me to choose another provider. On Wednesday evening, my husband was feeling ill, and I decided to try mobile IV therapy for the first time. I completed the online intake forms, which included many questions about his medical history, medications, and other health information. Since my husband was asleep, I answered everything as accurately as I could but wasn't able to confirm every detail. After submitting the forms, I received an email that said: "Thank you for booking with Rev(IV)al Hydration. We have received your appointment request. Our team of medical professionals will review your submission and text you shortly to confirm availability and provide you an estimated time of arrival." Because the email said I would receive a text "shortly," I expected to hear from someone that evening. When I didn't, I assumed it was because it was after business hours and that I would receive a text first thing the next morning. By 9:30 a.m. the next morning, however, I still had not received a text, email, or phone call. Since my husband was depending on these services, I called the company to check on the status of our request. The representative explained that they don't send texts after hours, which I completely understand. However, I think it would be very helpful if that information were clearly stated on the website or in the confirmation email so customers know what to expect. He also told me that my intake form was incomplete. Again, I understood that could happen. What I didn't understand was why no one contacted me to let me know additional information was needed. During our conversation, when he learned that my husband is 75 years old, he commented that they don't usually take clients that age because it can be more difficult to start an IV. That statement surprised me because my husband has never had difficulty with IVs or blood draws, and it left me feeling that older adults might not be welcomed as readily as younger clients. Between the lack of communication about my appointment, not being notified that the intake information was incomplete, and my concerns about how my husband's age was discussed, I decided to use another mobile IV service instead. That company communicated promptly, made the scheduling process simple, and was happy to assist my husband. I hope this feedback is helpful. My experience may not reflect the quality of the services or care itself, but good communication before an appointment is just as important, especially when someone is seeking care because they are not feeling well. I also hope the company considers improving its communication during the intake process. A simple text, email, or phone call to let prospective clients know that additional information is needed--or that requests submitted after hours won't be reviewed until the next business day--would have made a significant difference in my experience.

My Mom had a procedure here early in the morning. It was easy to find parking because it was early,…read moreright outside the hospital. They are organized and check you in efficiently. There is a cafeteria and the cook was making a full breakfast. The waiting area has a screen where you can check on the status of the patient. All of the staff was friendly, competent and eased my Mom's anxiety. Very good beside manner. I received a call when my Mom was done and they led me to the room where she was staying. The nurse was pleasant and then told me to pull up the car so that they could wheel her out. It was easy to pull up the car to the green curb and then we were off. A long day but my Mom felt she was well taken care of through the entire process.

I brought a friend to the emergency room due to severe abdominal pain. Upon arrival, my friend was…read moreexperiencing such intense pain that they could barely stand, sit, or communicate effectively. Despite being visibly distressed, they remained in the waiting area for approximately three hours before being evaluated. This experience raises several concerns. Why are patients who are visibly in severe pain kept in the general waiting area for prolonged periods? Why are they not placed in a more secluded or quiet space where they can rest comfortably while awaiting evaluation? The waiting room appeared to be cold (55F), crowded, and noisy, with patients, visitors, and families sharing the same space. Although signs promoting a "Healing Hush" environment were posted, the noise level and overall environment did not seem conducive to someone experiencing significant pain. Additionally, does the Emergency Department have designated spaces for patients with varying levels of clinical conditions? Patients with severe pain, limited mobility, or obvious distress may benefit from a separate observation or treatment area rather than remaining in a busy public waiting room. Another concern involved the urine specimen that had already been collected. We were later informed that the specimen could not be located and were asked to provide another sample. For a patient experiencing severe abdominal pain, this was both difficult and frustrating. The request felt abrupt and added unnecessary inconvenience and distress during an already challenging situation. This prolonged our wait in the ED While I understand that emergency departments often face high patient volumes and must prioritize patients based on clinical urgency, patients who are visibly suffering deserve greater comfort, privacy, timely reassessment, and better coordination of care. My intention in providing this feedback is not to criticize the staff, who work under challenging conditions, but to better understand the process and encourage improvements that prioritize patient dignity, comfort, safety, and the overall patient experience. Id like to indicate this in the patient survey too