Palo Alto Medical Foundation

First time we encountered this. No one at front desk, waited a good 8 minutes before getting checked in with copay collected. Then was told doctor could not see my daughter because we were 11 minutes late checking in and only had 4 minutes left in our 15 minute spot, that we just had to reschedule. Would’ve been 0 star if it were not for the always friendly and sympathetic appointment number, which got us another appointment for later in the day.

My review here is specifically for the front desk staff… Poor, poor people manners– and this is their job, so one can assume that they should be somewhat competent at a job that doesn’t require an advanced degree… They fail to realise that they are dealing with patients who are ill and require medical attention. My interactions with the female staff are much worse than with the male staff at the check in lobby area. Rude, curt and non-​communicative!!!

High pressure car salesmen approach toward vaccinations… very stressful and uncomfortable visit (which is not what a well check appointment with a pediatrician should be). I had high expectations for our new pediatrician (Dr. Dyner), but after three visits am extremely disappointed by her interactions with us, as well as disappointed with the inaccurate information she gave us regarding vitamin D. She is very confident in her explanations, but not very well-​read or accurate.
She talks more than listens, and grills you intensely (as if you were on a witness stand) if you choose the delayed vaccination route (which she does not believe in or support). She believes Dr. Sears is not credible (in fact bashes him quite heavily), yet she recommends a book on vaccinations that’s not even written by a doctor.
She is very much a medical doctor and practices western medicine… no integrative approach whatsoever.
It is difficult to email her; we’ve completed the proxy form and returned it to the address listed and some how they are «unable to verify our signature.» Because of the red tape here, inaccurate information provided, and poor bedside manner, we most definitely will not be returning to this practice. If you believe in the delayed vaccination route, it is like walking into the Lions’ den at this office…

I visit the Los Altos location most often. Always good experience. Easy parking. friendly staff.

I used to be content with PAMF but have learned my lesson when I encountered a rather serious health issue that was overlooked by my doctor here. Palo Alto Medical is low quality medical care. If you care about your health, you have to be your own advocate. Listen to doctors but challenge them and seek out medical tests if you think something may not be right. Doctors here are overworked and see too many patients to care unless you have an obvious health problem that is likely going to cause you great pain and suffering at that point.
I had a strange health episode in 2013 and came to see my doctor at this PAMF location, who really just completely shrugged it off. She told me that what happened to me «just happens» sometimes and told me that the same thing happened to her mother (who is in her 70’s). She assumed that since I was in my 20’s I was probably fine. I walked away feeling great.
Fast forward a couple of years and I have some serious health issues that creep up on me. I am now living in a different area. After several tests I was diagnosed with a chronic disease with no cure (I won’t go into details of it here). I was told that the health issue that I had back in 2013 was caused by this same disease. There are some medications available that can help treat/​manage it, and it is incredibly important to eat well, not be stressed out, and adopt other lifestyle changes in order to keep the disease from getting worse! This is a pretty serious condition and all I can think to myself is that literally everything that I have been doing in the past couple of years has been making it worse. Had I known that I had this, I would have made a TON of changes in my life, started medication sooner (which could have avoided potentially this latest string of issues).
Looking back to my visit with my PAMF doctor, it makes sense that I received sub par care. My doctor made educated guesses about my health. She did provide some care but it was basic. She never truly took the time to listen to me as a patient and instead of analyzing my individual case, she compared me, a what looked like healthy 20 something to a woman in her 70’s! She stressed that I looked healthy and I assume because of my age didn’t think much of what I was telling her. I should have pushed for more testing because I knew that something was not right. Instead, I listened to my doctor, who saw me for 15 minutes as she rushed through her many, many appointments of the day. Take your medical care into your own hands. It’s better to be safe than sorry.

The lab staff is fantastic!

PAMF provides good medical care– I have very rarely come across a doctor I didn’t like here. Their billing department, on the other hand, needs some help. Very overpriced, and billing issues don’t get worked out easily.

Everyone here — even aside from the doctors and nurses are awesome. I’ve been coming here for 10 years. I stay here bc they treat you like family and remember you! I appreciate feeling welcome in a place where good news isn’t always given. :)

I have always received great care from all of the doctors I have seen at PAMF.
My primary doctor is Dr. Visuna, and she is so sweet and caring. I really appreciate being able to communicate with my doctors online, and I can get refills of prescriptions or follow up with my doctors without having to go into the office.

I’ve been seeing Dr. Diane Storey for about two years. This is not a review of her (she’s good!) but of the PAMF system itself. I haven’t experienced any of the service or billing problems that people mention below, but I think there is one big difference in how I deal with PAMF: I use the online system for everything. Hey, it wasn’t made by Apple, but it’s fairly easy to use, and I get responses from the doctor herself within a few hours. Plus I can see what services I’m due for. It isn’t ideal for someone who isn’t that computer literate or has a lot of serious medical concerns that require careful management – for example, one yearly test was moved out by two years after healthcare guidelines were revised, but I still needed a physical, and that wasn’t indicated in the system, so I had to ask about it myself. But for someone in decent health who is fairly on top of things, it is really convenient to be able to ask questions and request refills online without having to go in for every little thing like in the bad old days.

I had an ok experience here but sometimes the wait time when calling in was a little long. I know this is petty, but I didn’t like having to write my name on the urine sample cup for all of my prenatal appointments. this should have been computerized and automated with a pre-​populated sticker. The nurses and doctors are really friendly and knowledgable.

Needed a form signed for a study abroad experience and visited this clinic. I had a great experience– appointment scheduling was easy, finding the place was easy, and even though I arrived quite early they saw me right away. The quality of all of the medical staff I saw was tops.
Sweet, sweet relief from the Stanford medical system… Too bad Cardinal Care won’t cover me to come back here :(

The receptionist desk here is beyond terrible.
My doctor is out of the Fremont office but occasionally sees me here, or leaves prescriptions at the desk.
The Fremont office always instructs me that the Los Altos office is to call me to verify it is there and THEY NEVER DO.
When I call to clarify its there, their willful neglect on the phone is super obvious.
Even to get to the front desk receptionist consists of 33 minutes of going in circles with the numerous PAMF operators. I even got a hold of the desk and she said «one moment» to check on the prescription and SHE SENDS ME BACK TO THE OPERATOR which is then sending me in circles again. its like they do it on purpose to avoid doing their job which is not that hard.
clearly im bitter but this has happened like 4 times.
PAMF WHY DO YOU HAVE SUCH TERRIBLE RECEPTIONISTS!!! Your doctors are so fabulous. Step up the admin team please.

Expect to be on hold forever when you call to reach your doctor or make appointments. Always slow but last time, waited 10 minutes before a human being picked up the phone. Reception services most unfriendly.

I have nothing good to say about the PAMF, I do not want to go into details, it still is to painful, maybe later on, have 100% proof of the negligence in which the Oncologist and Internist treated my husband. Just be aware of Dr Irene Illic (internal medicine) and Dr Chacravarty. Don’t remember exact spelling.
(Oncology) He was wrongly diagnosed and then not treated properly, passed away only 7 month later.

I’ve had 3 Visits so far and everyone is great, except for the waiting time which last time was almost an hour. Being my 1^st pregnancy and new to this provider, I was worried I wasn’t going to feel comfortable having a group of doctors but I’m happy. Even the ladies at the lab make it so comfortable to go through blood draws!

I am a huge fan of my OB, and this is where she works. The reception staff is a mixed bag. Some are very friendly and on top of things. A few can be a little scattered from time to time. My OB is Dr. Karen Shin. She’s straight forward, easy to talk to, and has a good bedside manner without being fluffy about it. My pregnancy on paper sounded like it should be fraught with complications, and I felt like I was navigated through the entire thing without it being scary.
I’m also a fan of her nurse, who has been nothing but helpful, sweet, and approachable. I love that you can use the online system to book appointments, but also you can send in notes to ask non-​urgent questions, so you don’t need to come in and have an appointment that 1, you’d have to pay for, and 2, you’d have to find time for.

Hmmmm… Palo Alto Medical leaves me feeling perplexed. I like some things but don’t like others. It confuses me.
PAMF is convenient because its a one stop shop. All of your doctors are in one network and records are all in one place (did I mention that I LOVE their website that allows you to get access to all of your records, test results, make appointments, cancel appointments and more all online!). It’s.easy. And for a lazy person like myself, I sort of like that. I like being able to call one place and have them «direct» me. I like calling to see a doctor and being assigned any doctor if my doctor isn’t available. This makes it so that there is almost always an appointment available, with someone.
Obviously there are going to be downsides to large establishments like this. Appointments are short. Some doctors are good but like I was saying… appointments are short. They don’t have much time with you. Quality of care is maybe not the best. Billing practices are questionable sometimes because they make a lot of mistakes. It’s really hit or miss.

I’m a huge fan of the doctors and nurses, especially Dr. Stenberg and Rhea, who make the whole experience pleasant and more personal. All the other doctors I’ve seen when Dr. Stenberg wasn’t available are also very caring and attentive. I’m also a fan of PAMF’s online system, which I can easily access to book appointments with any doctor that is available during my preferred time slot, request prescription refills, check for test results, pay bills, and send questions to my doctor.
Customer service used to be much better. The phone call experience was great — I found the option to talk to an advice nurse especially helpful. The receptionists at the office also seemed to be friendlier and happier to help. A few times now I have found myself waiting in the reception line to check in for my appointment, while the receptionists sit at the computer without acknowledging the next customer in line. I don’t mind waiting, but I’d at least like to know that they saw me standing there.
TIP: The doctors and nurses are fantastic, but don’t expect the same level of attention and care from the reception desk. See review for Dr. Stenberg here —
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I used to think this place was great, and now after so so many issues I am just disturbed by how difficult it is to be taken care of.
I have requested a new prescription, denied.
I have disputed incorrect billing, denied.
I have left messages for so many people and have not had my call returned.
The online system is a joke.
The doctor’s assistant never answer’s the phone.
I am so fed up. I have the best insurance once could have and I get treated like a God Damn number. I am a human being not a number.
Just absolutely terrible service, no one listens or makes a note or follows up with the other divisions, and the technical support systems are not linked, so the ball is dropped repeatedly on follow up to customers.
Super fed up and angry.