Stanford Medicine Children’s Health Specialty Services – Sunnyvale

"I have heard and read several bad experiences with the front desk at Sunnyvale location in the past, but today I personally experienced the worst and unhelpful attitude a receptionist can have! We had an appointment with Urologist at 3pm and arrived a few minutes late due to heavy rain and traffic, I called in advance and let them know about the delay. As we were waiting in the line, the receptionist pushed us back for no reason, she then asked if we have done the e-Check and confirmed we brought all the required documents, then she started to ignore us by talking on the phone and finally told us we cannot see the doctor because another patient took our appointment and asked us to reschedule!!! I requested her to talk to doctor since we scheduled it 3 months ago per his request or call her manager, she kept ignoring and finally got called another person that turned out to be her friend not the manager and wasted another 30 min of our time with absolute no help. Awful customer service and extremely unprofessional staff. This personal should pass a psychological check before getting this job. I’ll report this attitude to the management and patient experience center."

"Good and fast service with appointment. The lab technician was so good our kid dint even realize when she poked him. Just greatful for such employees. He was also given a snack after the blood draw. The place is very modern and they have these little pods to sit while waiting that was enjoyed by our spl needs child."

"This is a complain toward the Sunnyvale location lab. We went to this location to drop off our daughters urine sample, and the front desk told me there are 4 people ahead of me, and we need to wait. So I asked her if they have ice pack, or fridge that can help keep the urine sample cool. She said they don’t have anything to help. I had to call the main hospital because the doctors instruction is to send the sample within 2 hours. The nurse from the main hospital asked me to pass my phone to her, she was away from the desk, so I asked another person if she can take the call, and she refused! Yes, this lady refused to talk to her college regarding patients urgent request. After I kinda beg her, she rolled her eyes on me and asked me to put on the speaker. Turns out, they still refuse to give me a ice pack even it is requested from the main lab in Luicl Parker’s hospital. One of the front desk even told me that I can leave now if I want to. Yeah, so I did leave and drive straight to the main lab, which is 25 minutes away. The lab tech took my sample as soon as I arrived there. They already knew what had happened to me, and they gave me the patient experience number, and I am going to file a complain. Anyone from the Sunnyvale lab seeing this, please note, what I have experienced is not from a single person, the whole front desk are acting like bullies and refused to help. They treated me rudely in front of my kid, and acted like they don’t work there. I won’t go to your location again even it is much closer to my home. Because you have successfully lost my trust on you. I mean, what kind of lab don’t have ice pack or fridge? And what kind of person will bully your patient? You might think I am overacting, but my baby has long history with your hospital and LPCH is like family to us. This is the first time I got treated like this and I also know I am not the only one. Please take actions, we need someone with sympathy and passion to fill the task, not cold blood persons who would rather chatting behind the desk instead of trying to help the patient."

"No department or no one staff is coordinating a patient's treatment journey from start to end, everything is last minute notice, if fortunate, or a miss otherwise. It's outright impossible to get things done right or in a timely manner, adding unnecessarily heavy burdens onto a patient's shoulders."

"The place looks new, clean and modern. However I hope the staff at the front desk could be more informative and personal and less mechanical. Below is my experience. I called and was told that I can just walk in for a blood draw for the baby. When we arrived, we were told at the front desk that there were *two* blood draws lined up ahead of us. When I asked after 30 min, they told me there was *only one* blood draw ahead. We ended up waiting for about an hour until it's our turn. The clinician was friendly and aplogized for the wait and told us that was because his colleague was absent on that day. I hope I was informed of this situation earlier, either during the phone call or when we checked in, so that we can better arrange baby's sleep and feeding."