Phyllis Horneman: Our doctor sent us to the emergency room because she thought my husband would need an intravenous medication. The guard sent me back to my car because her sharp eyes saw that my trunk was open. My husband uses a wherlchair/walker and she made sure we got the registration form as well. He was evaluated and determined to be in no immediate danger. We were in and out of the waiting area for about 3 hours as they did various tests.
The doctor went over recent medical history and asked my husband to consent to admitting as treatment would take more than a day. He agreed. While the process took a good deal of time, people were polite, efficient and explained what the tests developed. Staff was knowledgeable and helped people in greatest need first.
Nancy Hu: Today I want to thank Lily, a customer service staff, for not only helping me solve all the problems, but also answering my doubts and very wisely resolving my misunderstandings about other staff members in the past period of time.
The most important thing is that she answered my doubts. She said that she carefully read the record of the complaint, and the staff member at that time did note that I had no intention of complaining. I was relieved and resolved my misunderstanding of that staff member after hearing this.
Then I asked Lily why the company sent a letter of complaint to my family doctor. Lilys explanation was perfect. She said that the purpose of all staff and the company is to satisfy customers, so I think there is no complaint, but the company still has to do things to the best of its ability so that the customer service can be 100% satisfied with the family doctor.
Wow! My God, its so touching! Not only all the misunderstandings were eliminated, all the problems were solved, but it also made me realize that it was my own inappropriate speech that caused the trouble.
I summarized the reasons, which are mainly caused by the cultural differences between China and the United States. Chinese people pay more attention to the inconsistency between inside and outside when speaking. They agree in their hearts, but they are not so rigorous when speaking.
American culture is to take what you say literally. All words are sometimes subject to legal liability. I am really sorry that I have not fully mastered American culture and have caused trouble to the staff, me and my family doctor! But Lily can solve all the troubles caused by cultural differences! Her ability is really unique.
Lily is also very caring. I can feel her personality charm across the phone line. I think such an excellent talent should be known and understood by the senior management of Alliance, so as a customer, I solemnly express my feelings about her ability here!
Finally, I would like to thank all the staff of Alliance. Thank you for your love and warm service. Every time I deal with you, it is a pleasure!
With such an excellent team of employees, I believe there must be a special elite management team. Salute to you!
Sincerely,
Your customers
Joyce F: The nurses are fabulous! However, the communication between them and the doctors seems to be nonexistent. The doctors tell the patient plans, etc. sometimes (not always) but the nurses find out from the patient! This hospital needs serious training in planning and communication!
Kerry Corcoran: I feel incredibly fortunate to have Catherine Silva NP at One Medical as my primary care provider. She greets me with a smile and seems genuinely interested in seeing and listening to me. I feel like I can ask her anything and she will always respond thoughtfully with kindness and respect. She explains the why behind any recommendations she gives for testing etc and never seems rushed or distracted. In a world where I hear so many people complaining that their primary providers do not listen to them, Catherine is a rare gem! I hope I get to take her with me as my provider into old age.
Michael Roberts: Ive heard horror stories and experienced a few at other VA facilities around the country. Oakland VA is a far different story. Ive had Kaiser, a ton of different insurance companies and HMOs over the years, but my best care has consistently been through the Oakland VA clinic. Martinez has also been outstanding. I am very grateful for the care I get there!
aablue100: The acute rehab center at San Leandro Hospital is amazing. The therapist are very skilled and caring. The nurse and cna staff were kind and diligent with our care. Our doctor consultations were insightful and time was taken to listen to and answer our questions. We couldn’t have managed our recovery without the help of our social worker. She spent so much time advocating for us and setting up services we needed. Patient meals were really really good. Highly recommend this center for acute rehab.
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