San Ysidro Health, National City CA

They never have appointments available
So I don't even get to see my doctor

The only reason why my son is going to SYH is because his pediatrician is within his health insurance network. That is the only reason why I continue to take my son to this company.

Other than that, I feel administrative staff can do a better job in communicating with patients/ parents of patients when it comes to cancelling appointments and/or not taking insurance.

For Example: Today, my son was scheduled an appointment with his Pediatrician (Dr. Bonsu, who we love!) but as soon as we check in, the girl in the front said that they had "called my cell phone (1 time), left a voicemail letting me know that my son's Dr's schedule had switched. They said they called on March 6th, 2023. "

I showed the girl my phone, no voicemails from that day, since I never delete my voicemails. I did receive the appointment confirmation though! & It was only 1 time they called. I work in healthcare myself and personally, my clinic does the 3 calls/voicemails then sends a letter if we are unable to be in contact with the patient. My son could have been rescheduled to another appropriate day with his Dr and I wouldn't have to have waisted PTO hours. This isn't the first time it's happened and it's just frustrating when staff isn't helpful, as coz I would never be so rude to a patient who is clearly upset and asking appropriate questions.

Another example: In January, I was scheduled for my woman's exam. I showed up and they told me right then and there that they don't "take my insurance. " I had made this appointment a month before too! I called my primary care to resend another referral to a different facility that took my insurance. It was just such a big inconvenience. I didn't understand why they didn't tell me that when I made the appointment in the first place! Again, had to use PTO hours for nothing.

Like I mentioned before, my son is in network with his Pediatrician and that is the ONLY reason we would be going to SYH. Luckily my son has been rescheduled to the following week but I wish there was better communication from the staff in regards to these important matters. As a single mother, I would appreciate that type of empathy and attentiveness.

That is all, thank you.

Alwayz get great help. Dr Roberts explains any questions I may have. Helps any fears with calm, easy to understand answers.