Children's Primary Care Medical Group Eastlake 2440 Fenton Street, Chula Vista, CA 91914

"We love Dr Fletcher and never had any issues with CPCMG. That was until today, my sons apt was at 11am we were there at 10:50 as instructed. When we walked in they had me sign in on the clipboard and said they be right with us. Every other family that came in they did not tell them to sign in on the clipboard and actually checked them in. It wasn't until 11:20 when my husband went and asked how long until we would be called back. She said we were next and at that time processed our copay, which makes me think we sat there for 30 min not checked in. But literally everyone else was getting called In before us. They finally called us back in and we were there until 12:00 when we had to leave, I have to pick my daughter up from school and my husband had work at 1. I understand if the office is busy and a 30 min wait was even understandable but to wait over an hr for an apt is a bit much, it's not an ER or urgent care like we had an apt for this reason. When I asked for our copay back since we never saw the Dr they did process it but they didn't even apologize or seem like they cared that any of that happened. We've never had issues here before though, but it makes me very hesitant to try and make another apt here."

"I've been taking my kids to this clinic for some time now and this is the first time that I've experienced a very disrespectful situation. My appointment was at 3:10 and we arrived a little bit before 3 pm, I checked in and since it was a vaccine appointment I was not expecting to wait that long (I was there during my lunch break). Time passed and people who arrived after us were being taken in and my common sense made me think that maybe they were in the clinic for something else. Anyway, I decided to ask the front desk lady if there was a problem and for how long should I expect to get my baby vaccinated. Her response was that the nurses were understaffed and that they were behind, so probably another 15-20 mins approximately. Two mins after that a nurse called another man who was waiting with his girls and who arrived after us. The man saw me complaining at the front desk so he asked me if I wanted to go first, I told him "I am here for the covid vaccine" and he said we are for that too. He then told the nurse that we arrived first, but for some reason, the nurse took them in any way. When I heard that, again I went to the front desk and asked another lady who was at the checkout desk, what the problem was, and why they were called in even if they arrived after us. The lady replied to me, in a very rude way that it was depending on the nurse assigned to each patient and that also depends on their type of visit, etc, but that the last person clearly was there for the same purpose, to get the covid vaccine for his kids. I told her, "if you tell me that there is a nurse who applies vaccines exclusively to babies, then that would be understandable" but she was still trying to make me feel dumb and as if I didn't understand why everyone else was going in but not us. The other lady then step in and said, yes there is only one nurse for babies. So I calmed down and waited for another 10 mins approximately. The same nurse, who took in the man with the 2 girls (not babies) comes out and calls my baby's name. As soon as we got in the room she apologized and very politely explained to me that she was taking patients in based on their check-in time and that my son's check-in was at 3:30 (which was wrong because we checked in before or at 3 pm approximately). I honestly feel so upset, not only because there was an error (not sure if a person or computer error) but what makes me madder was the way that front desk lady treated me trying to make me look and feel as if I was the problem for not being patient and trying to give me explanations that didn't make sense to me, even to the point of elevating her voice if not yelling to me. Please be empathic with your patients, if you explain to us in a polite way what's happening we will understand, but if things are evident and they don't make sense to us, we will complain. I totally understand that workload might increase if you are understaffed, but please don't laugh at us with non-sense explanations when we are asking why there is an issue. Of note, we arrived at 2:55 pm and left the clinic around 4:30 pm. Update to my comment: I received a call today from Ideli Lima, operation manager from the eastlake office and I appreciate your fast response to my complaint. Per the call we had, the staff will be re-trained and they will definitely make sure that this won’t happen again, they will focus on improving the communication between the front desk ladies and the people working on the back (nurses, medical assistants, etc). I emphasized also to her the importance on re-training them on how to give good customer service and to be emphatic with the people on waiting room. Thank you Ideli, you are so nice and thanks for being so diligent in taking care of this issue."

"We really like Dr Fletcher, but scheduling at this location is a little ridiculous. They seem to be so overbooked and wait times in office are long. Also unless you are scheduling 6 months (or more) in advance or have a sick visit, you will not be able to get an appointment. I tried to get a physical for my son for sports and it’s a minimum three month wait to be seen."

"Nurse said, the are sending training people to give shot on kids, train them, it is normal. Are you serious to have training on babies????? Why you don’t let the training people train on you! My son visits here since he was born, and he just turned 1 year old. We came this morning for 1 year vaccinations. Doctor here are very nice, but this morning, the nurse sent training people to give my son vaccinations, each shot took very very long! Made my baby crying so bad, the training lady is very slow, gave four shots in almost 5mins…. And my baby is shaking because made him so painful in 5mins long!"

"My two daughters (ages 5 and 2) go to Children’s Primary and see Dr. Broudy and Dr. Fletcher. On occasion we have seen Dr. Mistry if the other two aren’t available. They are all kind and caring and so easy to talk to. They talk me through any concerns that I have and I never feel rushed even if I have a lot of questions. Most importantly they make my kids feel as comfortable as possible while they are there for visits. All of the nurses and front desk staff have been super friendly and I am just so happy we have found great pediatricians for our kids."