Palo Alto Medical Foundation Sunnyvale Center (401)

Negative experience: Came for a PCP visit, but got billed a random out-of-network doctor for urgent care. Don't come unless you enjoy dealing with billing nightmare.

Negative experience: I was signed up for physical therapy there. It was my second appointment, which lasted about 40 min. 15 min were spent discussing my progress after doing the assigned exercises at HOME, next 15 min the physiotherapist asked me to demonstrate assigned exercises, and the remaining 10 min were spent to show me a couple more exercises I could use to improve my pelvic floor muscles. Simple exercises, nothing special. And I was billed to pay $760. Avoid at all costs. Sutter is a business that takes advantage of its customers (yes, not patients, customers) at their most vulnerable state. And then they sent you a survey for the experience. It gives with one hand and takes with another x10 more. AVOID. Adding more to my comment: they reviewed my bill and did not change it: " Please understand, our pricing is set by the acceptable market rate within the region for services rendered and is based on a usual and customary pricing schedule." Acceptable market rate by who? Have you tried to understand you patients? Asking everyone, even if your insurance covers everying, AVOID this organization. And doctors find jobs at different organizations.

Fantastic experience: Brinda from the infusion center is awesome! She is able to find the vein with her expertise! Very good working skills and attitude to help.

Negative experience: The billing system is broken. The care team scheduled a video consult to go over X-rays without contacting me for scheduling. After the consult, I was slapped with a full long-visit bill when the visit was less than 10 min. I was never informed prior or during the visit about the cost. Further, the notes even explicitly say that I verbally consented to the provider that the visit cost is my responsibility. I have never seen any notes ever stating that. It seems they just wanted to rip me off by claiming something on paper that never happened. Now, nobody even wants to hear my concern over phone and messages. They keep dodging me from billing to provider and so on. It seems they just want to rip people and their insurance with hefty bills without consent.

Negative experience: A simply rotten organization. Switched to One Medical but got referred to Sutter for something and, in my stupidity, made the appointment. Out of the gate, they slapped me with a HUUUGE out-of-pocket fee for a very short in-network appointment. They then cancelled my follow-up appointment a few hours in advance, without so much as a sorry. Why can’t we do that to them?

Negative experience: I was in the middle of asking a question and the lady hung up on me

Negative experience: We have PCP here. They have sloppy system of ordering tests. They default the tests to their own labs instead of the patients preference and it takes forever to get them to order the test to the preferred lab. Almost waited an hour going back and forth with the customer service.

Fantastic experience: Sutter health has been our primary health care provider. So far, we had excellent health care services.

Negative experience: Very bad billing department.

Positive experience: Harvey Chong was great! Real person who was willing to break down my medical situation and seemed to care about me getting better.

Fantastic experience: Fast check-in and appointment was done on time

Negative experience: New to area. Went twice for physicals, once for special needs daughter, once for myself. The staff was mostly friendly, a few were rude, one was so condescending that I don’t even know how she has a job still. Our daughter’s doctor was haughty and condescending, rolled her eyes a few times while I answered her questions (yes I saw that). The other was a little better, but not by much. The records department likes to pass the buck; impossible just to get records transferred. My old doc office asked for a fax of the records release form I signed, they never sent it. I know I don’t have time to do other peoples jobs. These folks like to play the blame game, putting things on you. “You should’ve this, if you would’ve done that, you can’t this, you can’t that, etc…”. Too much BS. I’m out.

Negative experience: the receptionist on lab is super unfriendly and low efficienct. wait 30 mins for check in for a just 5 person line.

Negative experience: Customer service sucks im on hold for 40 minutes

Negative experience: Horrible experience here, a really fraudulent health provider!!

Negative experience: Sutter Health asked an established patient to sign a 3-4 pages form right before the appointment as a condition. When offered to take it home and review, they blatantly refused treatment. They have been floating this form to patients for for over a month - the way they do it is when the patient started returning for treatment, they offer it on the 2nd visit, a calculated move. Patient has given consent years ago when became a patient. There was no issue a week ago. Now refused treatment. The form seems to be one that is needed for surgery kind of stuff. It talks about pulling credit report etc. The visit is regular visit and there is no discussion about surgery whatever. Sutter Health was fined by AG for Monopoly. Lately again for violating Covid regulations

Negative experience: Such a bad experience with billing, had to call them and keep following up for 4-5 months for a simple preventative checkup.

Negative experience: Beware this "non profit" hospital is making millions and not paying taxes. Check out the most recent 60 minutes special.

Negative experience: Went there for my infant sons shots and the front desk sat on the file for 40mins. Extremely slow and incompetent service.

Fantastic experience: Great location, great staff, limited parking!