Overlake Reproductive Health, যুক্তরাষ্ট্র

I do not like this hospital. They did not take proper care of my mother when she needed help. My mother died there, and I have very painful memories of that place. I will never forget what happened.

I strongly advise against this clinic. Our experience was terrible from start to finish. The staff were cold and dismissive. Whenever we asked questions, they made us feel unreasonable instead of treating us like patients trying to understand important medical decisions. Their answers were curt and sometimes rude, especially Nurse Jo. Egg retrieval day was particularly upsetting. My wife was awakened after the procedure and told to leave with almost no time to rest. Within minutes, she was wheeled out, and we felt that no one truly cared whether she was all right. It felt as though they were moving patients through an assembly line rather than genuinely caring for them. In hindsight, that makes sense because they handle women in batches and provide no individualized care. That feeling continued throughout treatment. Despite asking several times, we never saw a doctor before the egg retrieval. We finally secured an appointment only after repeatedly insisting and receiving worse-than-expected results. Even then, we had to go to extraordinary lengths just to meet a doctor for the first time. Looking back, we are also concerned that the treatment plan was not individualized. After transferring to another medical provider and consulting another doctor, we were told that my wife's ovarian stimulation protocol appeared much more aggressive than what they would recommend. When we questioned the dosage, they said she had diminished ovarian reserve, but other providers confirmed that she did not. They also offered no natural-cycle options, even though my wife was well suited to them, including protocols using less medication, because this clinic simply does not provide them. In the end, we had to undergo another egg retrieval and a natural-cycle transfer in the Pacific Northwest, neither of which was feasible at this clinic. Worst of all, they never even presented us with any options. Instead, they put my wife through several more months of injections without discussing the best treatment approach with us. We eventually switched clinics, and the difference was striking: doctors were easier to reach, we could discuss the options in greater detail, they were more willing to answer questions, and the care was truly patient-centered. Fertility treatment is one of the most vulnerable experiences a person can go through. Patients should not have to fight to have a voice.

During our first call, we explained that we had already consulted a fertility specialist and knew we needed a reputable clinic, but also hoped that urology could help us conceive. After reviewing the test results we had previously submitted, they pressured us into an expensive consultation call that provided no information we did not already know. They then promised to give us a referral, but we never heard from them again. We contacted both this clinic and the urology practice they recommended several times but received no response. They also charged us for services we never received, leaving us out of pocket for care we should have received. Such poor management made this deeply personal fertility journey incredibly frustrating.

Professional and knowledgeable. The prices are also quite reasonable if you are paying out-of-pocket and do not have insurance.

Dr Johnson was incredible (and I am forever grateful to him). As of June 2026, the practice is now owned by CCRM, and I can no longer recommend people to this office. Without giving specifics, I will say it is now lacking the organization, communication, and compassion required for successful fertility treatment. I witnessed truly careless behavior by nurses (who hold full authority for patient treatment) and left to protect my long-term physical health.

I am reporting this from a friend’s account to remain anonymous from the public - however - the clinic should know who I am based on my review. I strongly urge anyone considering fertility treatment to look elsewhere. My experience with Overlake Reproductive Health (now under CCRM Seattle) was defined by poor communication, medical trauma, and a life-threatening lack of follow-up care. Lack of Transparency & Communication Despite having no history of infertility, my egg retrieval process was poorly managed. The nursing staff provided zero updates on follicle growth during monitoring. It wasn't until I was literally entering the OR that the doctor informed me they only expected 4-5 eggs—a shocking lack of transparency that deprived me of the chance to adjust my protocol or delay the retrieval. Tragic Outcomes and Clinical Oversight • First Transfer: While successful initially, my son developed an extremely rare and severe birth defect. We had to make the devastating decision to terminate in the second trimester. • Second Transfer: Despite low and slow-rising beta numbers that I knew were concerning, the clinic insisted everything was "normal." They ignored the warning signs and made me wait two full weeks for a follow-up ultrasound after seeing only an empty sac. During this time, I was forced to continue unnecessary medications for a non-viable pregnancy. Medical Emergency and Negligence The aftermath of the second failed transfer was life-threatening. After being told to miscarry at home, I began hemorrhaging and passing massive clots. I was rushed to the ER via ambulance and nearly lost my life, ultimately requiring an emergency D&C to remove the sac—which, to my shock, had continued to grow despite the clinic's lack of monitoring. Zero Empathy or Support When I called the after-hours hotline while heading to the ER in critical condition, the response from the nursing staff (Nurse Jamie) was chillingly indifferent. She showed no concern or sympathy, a fact noticed even by the EMTs assisting me. Final Verdict: This clinic lacks the communication, diagnostic proactivity, and basic human compassion required for such sensitive work. Please do your research and find a facility that will prioritize your health and your future family. Formal Reporting and Accountability Because of the clinical negligence and life-threatening lack of care I experienced, I am formally reporting Overlake Reproductive Health / CCRM Seattle to the following entities: • My Health Insurance Provider: To alert the organization funding this clinic of their substandard medical practices and failure to communicate vital patient data. • Washington State Department of Health: To initiate an official investigation into the medical oversight and lack of emergency support. • The Joint Commission: As the accrediting body for CCRM facilities, they will be notified of the lack of empathy, poor nursing response, and the dangerous mismanagement of my non-viable pregnancy. I hope that by taking these steps, I can prevent another family from enduring the trauma and life-threatening complications that I had to face alone.

After two failed IVF cycles, I deeply regret choosing this clinic. If you are considering IVF at Overlake Reproductive Health, please read this carefully. After the first IVF cycle failed, the protocol was essentially repeated with higher medication doses. There was no meaningful reassessment or change in strategy. When I transferred to another clinic, they were shocked that a failed protocol had been repeated without deeper evaluation. After the second failed cycle, we were told we could not meet Dr. Johnson for an entire month to discuss next steps. After investing so much emotionally, physically, and financially, being asked to wait weeks to speak with the doctor made me feel dismissed and deeply frustrated. I was also prescribed Omnitrope, which required a substantial out-of-pocket payment. The potential benefits, supporting evidence, and reasonable expectations were not clearly explained. When a medication costs thousands of dollars, patients deserve a transparent, evidence-based discussion beforehand. Despite poor sperm morphology and embryo development arresting on day 3, the previous clinic did not adequately address male factors. We received no structured sperm-optimization plan, and my husband was not advised about supplements or other interventions. At our new clinic, sperm health was one of the first priorities. The difference was striking. In my experience, most case management was handled by nurse practitioner Jo [last name], and I felt that a treatment this complex lacked sufficient physician oversight. IVF is not routine care; it requires individualized attention and careful strategic adjustments. Billing transparency was another problem. Although we had already paid tens of thousands of dollars for treatment, we received bills that had not been clearly disclosed in advance. Financial transparency should be standard in fertility care. Since transferring to another clinic, the difference has been substantial. Our case was thoroughly reassessed, the protocol was thoughtfully adjusted, male factors were addressed, and we were treated with compassion and professionalism. Fertility treatment is one of life's most vulnerable and expensive journeys. Based on my experience, I strongly recommend that patients obtain detailed information about protocol changes, physician involvement, treatment of male factors, the rationale for medications, and billing transparency before proceeding.

We had an excellent experience at CCRM Seattle, formerly Overlake Reproductive Health. We recently learned that Dr. Johnson will be leaving this year and sincerely thank him for all his care. Dr. Johnson is knowledgeable, kind, and very supportive throughout the process. Special thanks to Julie, whose responsiveness, patience, and compassion helped us tremendously. We are also very grateful to Jami and the rest of the nursing team. Our baby was born in December, and we could not have done it without this team. We are sincerely grateful to them.

We worked with CCRM Boston and were shocked by the poor service and slow responses. We selected CCRM Boston and used the Seattle location as our monitoring center. They never sent reports on time, even though they should understand how time-sensitive medication treatment is. Their staff were the rudest I have ever encountered. I will file a formal complaint and wish there had been an alternative to traveling to Boston.

At this clinic, you are not a person; you are only a number. Every patient receives the same protocol, and the doctors and nursing team show no compassion or concern. I particularly want to identify Kevin Johnson and Josephine Gray as the worst people in fertility care. I recently learned that Kevin has left the clinic, but be very cautious with Josephine Gray and question everything. Despite having insurance, I was made to pay $10,000 out of pocket for tests that were never explained when ordered or when the results were issued. If you question their protocol, they avoid answering, even though it is only a template and not appropriate for your individual condition. They overmedicate patients and do not explain why multiple forms of steroids or blood thinners are used together. Most importantly, they use batch scheduling and are completely nontransparent, so protect your time and health by going elsewhere. My first transfer was in January 2025 and my second in November 2025. Both failed, yet the protocol did not change at all over the entire year, raising serious concerns about their intentions and competence. Do not go here!

The doctor was 35 minutes late for our first virtual consultation. He was very apologetic, but no one from the clinic called to notify us. When I later visited in person, the lobby was extremely crowded and uncomfortable, with almost nowhere to sit. Overall, it was a poor experience, and the place felt like an “illegal breeding facility.”

We had an excellent experience from the beginning and are very glad we chose Overlake Reproductive Health. The entire treatment plan was thoughtful and comprehensive. The clinic did an outstanding job during the initial evaluation, including a very thorough series of tests. Our first IVF cycle was highly successful and produced five chromosomally normal embryos. Our first embryo transfer resulted in our daughter, who is now one year old. Dr. Johnson is highly professional, kind, and easy to talk to. I felt very positive before both my surgery and embryo transfer. Dr. Johnson performed the best surgery I have ever had, after two similar procedures at another clinic. I was worried beforehand because I had experienced pain for several days after my prior surgeries. To my surprise, I had no pain after Dr. Johnson's procedure, either immediately or in the days that followed. After surgery, I completed a 40-day medication protocol that other clinics had never offered following my previous procedures. I believe this additional treatment helped prepare me for a successful embryo transfer. The transfer experience was also very positive. Surgery and the longer treatment protocol delayed the transfer, but it was ultimately worthwhile. My priority was maximizing the embryo's chance of survival rather than rushing into transfer, and this clinic clearly prioritizes success over speed. I appreciated their approach from the beginning. I had always wanted PGT, and the clinic fully supported it. My egg retrieval was performed by another excellent doctor who later left the clinic, after which I transferred to Dr. Johnson. I noticed some reviews mentioning Dr. Cho and her bedside manner. I agree that she may initially seem reserved, but after seeing her several times, I found her very compassionate. She always knew what to say to help me feel better and was gentle and caring, just not very talkative. Everyone at the clinic was wonderful. Julie and the other nurses were very kind, and I genuinely looked forward to each appointment. There was one minor issue with surgical scheduling. The scheduler was very friendly and even called after hours once to confirm details of my preoperative preparation, but I sometimes had to follow up to receive the surgery schedule, and my surgical calendar arrived later than expected. Everything was resolved in the end, so I still give the clinic five stars. The clinic may cost slightly more than some others, but the price included the biopsy fee for PGT, which I felt was a good value. We also purchased the “Peace of Mind” plan and received a refund for a discounted cycle after our daughter was born. There were additional fees for testing, medication, and surgery, but these were clearly explained during financial counseling, so everything was expected. I am especially grateful that the clinic allowed me to undergo the hysterosalpingogram under sedation with an anesthesiologist present. Knowing I would not have to undergo the test while awake was a great relief. Overall, I want to thank everyone at Overlake Reproductive Health. Every person was professional, kind, and supportive throughout, and we are deeply grateful for the care we received.

If you are undergoing IVF without difficulty conceiving naturally, this may be fine. They fit you into their schedule, so if your timing changes, your procedure will be delayed by at least two months. I waited more than a year for my transfer, and it happened only because I argued and insisted that they schedule it. They also charge for every little thing. They quote $25,000, but the actual cost was over $40,000 because everything was an additional charge. Plan your time and finances carefully. The front desk and some staff are kind, but others are cold and make you feel terrible, as if you did not already feel bad enough. Overall, be cautious.

Our IVF experience has been excellent so far. The staff are friendly, and the clinic is clean. All our concerns and questions have been answered very professionally.

We sincerely thank the entire team for helping us welcome our baby boy. We succeeded with just one IVF cycle, and our healthy son is the greatest gift our lives and family have received.

Dr. Johnson helped me conceive two children, born in 2023 and 2025. The IVF success rate is high.

They may be merging with Colorado Center for Reproductive Medicine, but that does NOT mean they are the same quality. As prior patients with CCRM, we anticipated similar care with Overlake, that was not the case. I'm shocked CCRM agreed to let Overlake dilute their brand. Overlake has their own protocols that are DIFFERENT than CCRM, and are not aligned with the standard of care for IVF treatment. Overlake failed to administer a standard medication leading up to one of our attempts, and even after repeated discussions did not admit to the omission. Fertility can be confusing, and it is our experience that fertility clinics may lack the best bedside manner, however a clinic cannot be both challenging to communicate with AND be inattentive to the details of such a precise endeavor. If you are considering Overlake based on their association with CCRM, I would caution to reevaluate.

Communication among the staff is very poor. The doctors and nurses do not communicate effectively with the staff responsible for testing and scheduling. Half the tests and medical orders are missed, inconveniencing patients, delaying treatment, and even causing working patients to miss work. They need to improve their organization.

Dr. Johnson is amazing! He pays close attention to every detail because he genuinely wants every patient to succeed. It is clear that he takes every case seriously and strives to make the best decisions. Special thanks to nurses Jo and Julie, who were kind, patient, and consistently supportive throughout the process. I highly recommend this clinic to anyone seeking compassionate, professional, and results-focused fertility care!

Dr. Johnson's surgical skill speaks for itself. He will not even accept eggs retrieved by other clinics because he takes surgical success rates very seriously. All the staff were wonderful except Chris. Unfortunately, after my HSG I was shaking all over, but she showed no compassion. She did not offer me a blanket or anything else; she impatiently pushed me into a wheelchair and left! Also, the front desk is staffed by two sisters, and the younger one does not have a very good attitude. I wanted to give five stars, but because of these two people I can only give four. I sincerely appreciate everyone's hard work and dedication, and I hope management takes my feedback seriously.

Now I am holding another baby in my arms! I still cannot believe it. The journey from an infertility diagnosis to becoming a mother of two feels miraculous, all thanks to the compassionate and dedicated team at Overlake Reproductive Health. I am overjoyed! Words cannot express my gratitude to every professional involved in our journey, but Dr. Johnson and Dr. Rehman will always hold a special place in my heart. And to Jo, Jubilee, and Julie: your kindness, patience, and friendship will remain with me forever. This process is not easy. It challenges you in every way—physically, emotionally, and mentally. It makes you vulnerable. If I could offer only one piece of advice, it would be to surround yourself with a loving, supportive network. When you hear things like ‘poor quality,’ ‘we need another cycle,’ or ‘they are abnormal,’ you need someone beside you for support. The clinic team is highly professional, clear-minded, and focused on helping you succeed. But you also need someone to lean on and remind you that you are not alone. You must be strong. You need love. Most importantly, you need to know that a team of professionals is fighting alongside you. Believe me, even if there is only a glimmer of hope, this clinic will help you make the most of it. We are deeply grateful. Manny and the entire staff!

I completed one egg-freezing cycle and had a poor experience. Do not waste your time or money here. 1) Lack of cost transparency The clinic did not disclose the full cost of treatment in advance. The medications prescribed to me were very expensive and not covered by insurance. After consulting other clinics, I learned that these drugs were not necessary and that cheaper, insurance-covered alternatives were available. However, this clinic refused to use them. The same issue occurred with genetic counseling, leaving me with substantial unexpected expenses. 2) Inflexible scheduling The clinic has a very strict, inflexible batching schedule and performs cycles only in certain months, such as March, May, and July. This made it difficult to coordinate treatment with my personal schedule. I was prescribed NuvaRing, but it did not work well, causing me to miss the cycle window and wait two additional months for the next opportunity. This felt like a complete waste of my time. 3) Poor communication and lack of empathy As a new patient, I found the poor communication extremely frustrating. I had to contact the clinic repeatedly to ask what to do next because they did not provide proactive updates. For example, after my egg retrieval, I had to contact them for the results and to discuss the next steps. When I requested my medical report, several pages were unreadable, and I had to ask them to redo it. My nurse, Jo, was cold. Her emails were often brief and came across as indifferent or even misleading. One message about when to administer an injection was so confusing that I ultimately injected the medication at the wrong time.

My wife and I spent more than $60,000 during this process and obtained no viable embryos from three retrievals. We paid for their ‘Peace of Mind’ package but ended up with no result and no refund. Their website states: ‘Our “Peace of Mind” package is one of the most competitive in the Pacific Northwest and includes a 100% refund program, allowing eligible patients to take home a baby or receive a refund.’ We are in our thirties and relatively healthy, so I do not understand why we received no refund after three retrieval cycles without a viable embryo. All we received was confusion, poor communication, and disappointment. After three cycles, we found another clinic that charged much less and, in my view, was friendlier and more professional. My advice is to compare your options. We initially saw Dr. Rehman, who gave us optimism and confidence, then suddenly disappeared without warning. No one told us he had left. We did not realize it until my wife went for her egg retrieval and met Dr. Kevin Johnson for the first time in the operating room. We did not know him at all and had never met him. We were shocked and deeply unsettled. After all three cycles, we still had no transferable embryos. We received a casual patient-portal message saying we might need donor eggs! Donor eggs? That was completely inconsistent with the goals we had clearly expressed. We had explicitly said that we wanted our own genetic child. I found this cold, careless, and entirely inappropriate. Dr. Kevin Johnson eventually had a Zoom call with us, but in my view, he was very cold and unhelpful. After such devastating results, I repeatedly felt insulted as he went on about how this was not Star Wars and there were no guarantees. When I asked about the cost of another cycle, his answer was essentially, ‘I don’t know.’ This came from the clinic owner. Someone was supposed to get back to me. Staff communication was consistently careless. For example, my wife was never told to take pain medication before a painful diagnostic procedure. She endured the pain without relief, which should not have happened. The environment was also uncomfortable. In my view, the collection room, where men provide samples, was not clean enough and was uncomfortable, with old furniture and countertops that did not feel clean. I remember leaving anxiously, hoping my sample would be handled properly. When I submitted a written complaint about our terrible experience, communicated with another staff member, and mentioned that I might post an online review, clinic administrator Lisa Johnson suddenly called. Without even reading my very detailed patient-portal message, she told me she ‘might deal with it while handling other things.’ My wife and I were shocked by her rudeness, and she admitted that she had not read what we wrote before calling. I have never encountered someone so rude after we spent tens of thousands of dollars at their clinic. That summarizes our entire experience: we never felt prioritized, only neglected. Lisa’s rudeness is a major reason I wrote this review. In my view, Overlake Reproductive Health is disorganized, impersonal, and ill-suited to the seriousness of fertility care. This should be a highly compassionate field where patients feel cared for. If you are considering them, I recommend comparing other options. After this experience, I would never trust this company again. We are extremely satisfied with our new fertility provider, which charges much less, listens carefully to us, and is highly compassionate—in other words, as people say, very ‘high-touch.’

This clinic may suit you if your insurance covers everything or if you have ample time and funds to pay out of pocket. The doctors and laboratory team are experienced and skilled. However, if you encounter difficulties with treatment scheduling or insurance, things can deteriorate quickly. - Lack of cost transparency After completing one treatment cycle over eight months, I requested a refund from the multi-cycle program. The check I received was approximately $5,000 less than the agreed amount. It arrived by mail without prior notice or an itemized explanation of the deductions. Communication was minimal, and responses generally took a week or longer. - Lack of scheduling flexibility Their retrieval cycles occur every two months. If your schedule does not align, you may have to wait an additional 2-3 months. Due to a complex insurance issue that I had spent a month trying to resolve, my medication arrived two days late, and the clinic refused to adjust the medication schedule. Their response felt unsympathetic and defensive, as though the delay were our fault. Their policies may be strict, but given the natural flexibility in retrieval timing, this approach felt excessively rigid and punitive. – Inefficient communication Their patient portal is outdated, slow, and unintuitive. Once someone receives a message, others appear unable to see the details unless it is manually forwarded. If a staff member was on leave, I often had to restart the conversation from the beginning. Financial or laboratory inquiries usually required at least a week to schedule a call, causing delays that accumulated throughout our 10 months of care. This clinic charges more than others, so I expected a higher level of personalized care. Instead, we repeatedly encountered limitations in communication, scheduling, and problem resolution. In addition, responses from members of the care team were consistently unprofessional and inattentive, adding to our frustration. Your experience may vary by care team, but if your circumstances are similar to ours, I would not recommend this clinic.

I would give more than 5 stars if I could. This clinic gave me the best experience after I had two failed transfers at another clinic without preliminary testing. Dr. Johnson and his team are amazing. They do everything possible to help you succeed. Their approach is not one-size-fits-all; they run every appropriate test to help you bring home a baby. Communication is also a priority, with clear instructions about what to do and when. We had regular communication with our attending physician, Dr. Johnson, throughout the process, unlike at our previous clinic. My husband and I are so happy with them. Last October we welcomed our baby boy, a true blessing, all because of ORH. Thank you, ORH, for everything you do for families!

During the initial stage of IVF, ORH uses NuvaRing. Beginning on the second day, I had intense acidic stomach discomfort, general malaise, or both throughout the day. During the 2.5 weeks I wore it, without changing anything else, I gained nearly 20 pounds and was very uncomfortable. I called the clinic to ask about alternatives to the ring and spoke with a very kind CNA who offered birth control pills. I told her I was uncomfortable continuing and asked whether there were other options. I was then transferred to a nurse, whose name I believe was Jo. I thought she might have suggestions to ease the discomfort, since I assumed I was not the only person this had happened to, or might offer another option. Instead, she condescendingly told me, “This is the process. The first step is birth control. If you do not do the first step, you cannot do IVF.” She added more unnecessary comments in the same tone to make her point. It was very unprofessional and rude. You would expect someone in this role to be compassionate, professional, and willing to help clients through such a delicate and complex time in their lives, rather than taking a “get back in line and do as you are told” attitude. If you want any kind of holistic approach, this is not the place for you. Our experience helped us realize we were on the wrong path. We decided the fertility world was not for us and kept trying on our own. We are now pregnant! Do not lose hope—keep trying. Like us, it may simply take longer.

There is a lack of coordination and empathy. As someone going through this process, I needed more guidance and follow-up. After the procedure, hormonal imbalance, and metformin, they do not care whether your health returns to its starting condition. I expected one final blood test to check my health. I did not even expect them to do anything more; I requested one myself. When discussing costs in advance, they do not mention incidental expenses. For example, injections and prescription medications will cost about $4K, so keep that in mind. You order all of them, and some will be wasted, but you must buy everything in case you need it. They may encourage you to join the peace-of-mind program, which essentially lets you buy 2 attempts at egg freezing and get one free, with a possible refund if you decide not to make a second attempt after the first procedure. It sounds like a good deal. I requested my refund on December 11. So far, I have been the one calling to ask about its status. They show no sense of responsibility or even apologize for the delay. Today, as on previous days, I was told CCRM would contact me or provide an update, but I heard nothing. They have not apologized once for the delayed refund, which is still being processed.

I am disappointed with the billing department. They performed a series of diagnostic blood tests that should have been covered by my insurance. However, my policy required the clinic or doctor to change the diagnosis code from "fertility testing" to "general blood testing" for coverage. I called the clinic's billing department, but the woman was impatient, cold, and unwilling to help. As a result, I had to pay thousands of dollars for blood tests that insurance should have covered if the diagnosis code had been adjusted. I am frustrated that no one seemed willing to help change the code and save a patient thousands of dollars.

We had a wonderful experience at Overlake Reproductive and are now expecting our first child in October. Be cautious about the negative reviews here. Having read some of them, they honestly seem almost comical because they do not reflect my experience at Overlake. The team was professional and quickly found solutions to setbacks beyond their or your body's control. They were very careful with our embryos and wanted every aspect of the transfer to be as close to perfect as possible. We appreciated that, and our first transfer was clearly successful. I have friends who went to SRM, and their experience was nothing like ours. We sincerely appreciate the time and effort invested by the Overlake team and are very excited about our new family member. If you value a smaller clinic with great success, ORC is the right choice.

March 4, 2025: I do not recommend Overlake for outside monitoring appointments. I have now gone there for two sets of appointments, and both times my results were not sent on time, delaying the start of stimulation. They also perform frequent maintenance, so blood tests are either incomplete or delayed, defeating the purpose for time-sensitive IVF needs. Most troubling, when I asked the lab about a missing test, they responded that they could not discuss my results and that I should contact my clinic, which supposedly had them. I called my clinic, and it had received nothing from Overlake. I called Overlake back, and they said, "Oh, we did not run that test because our machine was broken." What the hell? Why did the previous woman lie to me and claim she could not discuss my results when the actual problem was that their machine did not work? The experience was completely disappointing and not worth the headache. March 5, 2025 update: Within 24 hours of expressing my concerns, I received a call from Julie. She listened to my feedback without becoming defensive and understood my concerns about timely delivery of results. Because the results were missing, she waived my balance and is addressing the communication issue with the lab. I was impressed by Julie's professional communication and commitment to improvement. I understand this is Overlake's first quarter supporting monitoring appointments, so some adjustment is expected. I appreciate the proactive approach to improving the service. Thank you, Julie!