Carbon Health Primary Care Sunnyvale

"Dr. Que treats patients enthusiastically and responsibly, and even more patiently and considerately explains to me, who is hearing-impaired and has poor English speaking skills. Thank you very much!"

"I had a doctor here put an order in for a biopsy. I was told over 3 weeks ago that the results were received, I have never received a follow up call from the Doctor. This is by far one of the worst medical experiences I've had, I do not recommend this primary care at all. I had the biopsy done on 02/09/24, it is 02/26/24 and still have yet to be contacted. Run!"

"This review is aimed at the front office and billing. I did not get medical treatment here as the up front billing procedures made me uncomfortable. They required a credit card on file and refused to provide a billing estimate despite their policies explicitly stating one will be provided. When I asked about it I was told "to get a bill we would need to escalate to higher ups. It will take a week". This felt unprofessional, along with other negative billing reviews I read, I decided not to proceed with the treatment"

"EDIT (10/24/23): Sara from the Sunnyvale office has reached out and assisted me with getting my billing issues resolved - which was very welcomed. I am aware that the doctors and staff themselves are not affiliated with billing services, and it’s really unfortunate that this extra layer of bureaucracy seems to indirectly reflect poorly on the actual services themselves. I’ve bumped up this review to reflect the actual quality of the overall service I’ve received my past year, with the exception of a star off due to lack of transparency from the billing services, which can really make or break your overall experience. I am planning to stay with them for the meantime due to lack of options around the Bay, but beware of the potential extra time you may have to take just to get billing issues resolved. ORIGINAL: The doctors and nurses at this office are quite nice, attentive and friendly. I give the extra star solely for this quality of service. However, Carbon Health billing practices in general are borderline predatory and misleading - and has been causing me unnecessary stress, headache, and a lot of going back and forth between the provider AND the insurer trying to resolve many billing issues. Their support staff are often clueless and have no idea what is going on with the guidelines, and despite multiple attempts to follow-up and nicely asking them to cooperate and assist me in getting things resolved with my insurance, they've ghosted me in my communications, which is extremely frustrating. 1) I've been seeing Dr. Que for my regular check-ups to stay on a certain medication. My insurance directory lists Dr. Que as an in-network provider, along with the Sunnyvale Carbon Health location. However, for the actual claims, the services from Carbon Health are billed separately from a different location, which registers as out-of-network, which has caused my insurance to deny any sort of coverage regarding these visits. This is straight-up confusing and just misleading - as the costs incurred are almost 2x or 3x the actual costs if it were in-network. 2) To stay on my medication, I have to perform routine lab checkups as part of the preventive services needed. Such lab work is contracted to a third-party, who then file separate claims for the services provided. Under ACA, insurers are federally mandated to cover such services. However, there are a few caveats that can cause this to be voided, such as an incorrect diagnostic code that registers the services as "diagnostic" instead of "preventive". I had been receiving multiple lab bills, despite never having to pay for such services on my previous insurance when I was still on the same medication, and after inquiring with both the lab and insurance, was told that the provider had to use the correct diagnostic code in order for the insurer to cover the necessary lab work. However, Carbon Health staff insisted that they indeed billed the correct diagnostic codes, and refused to budge any further, despite me providing the transcripts from the insurance side saying that the provider must communicate with them to re-bill the services using the correct diagnostic code. There's no effort to reach out and attempt to check-in and follow-up on the issue, which is disappointing to say the least, given the kind of money I would have had to shell out to even be able to even get care here without insurance. It's so unfortunate because the commendable services from the doctors and nurses here are ruined by the atrocious and asinine corporate billing practices and customer services, especially when it comes to financial matters. It feels like once you’re on the hook for the actual money (even when you’re spending a fortune on a good health insurance plan), they could care less about you as a customer because they think it’s really not their responsibility past delivering the actual services. Needless to say, I am planning to find a different provider who’s more knowledgeable about these processes and who actually treats patients with respect and attention when they bring up issues."

"This was my first doctor's visit since immigrating to the US. In the days leading up to the appointment, the clinic made sure to remind me via texts and phone calls about my scheduled appointment. During the day of the visit, every employee I interacted with was kind. The nurse that did my intake was understanding and patient; my English is limited and she took the effort to translate questions to me via her tablet to make sure I understood and could answer her questions appropriately. During my visit with Dr. Que, she took the time to ask questions thoroughly, was very patient, and showed immense and genuine care. She also explained her thoughts and treatment plans clearly to make sure I understood. I felt she had my best interest at heart. Overall, I had a great experience and the staff left me with a wonderful first-impression. In seeking medical help, trust is of utmost importance and I definitely trust Dr. Que!"