Klinik für Reproduktionsendokrinologie und Kinderwunsch | Kaiser Permanente San Ramon Bishop Ranch Medical Offices, USA

We have been Kaiser patients and policyholders for many years and always held Kaiser in high regard. After today's experience at this clinic, we have significantly lowered our expectations of Kaiser care. My wife and I had our most stressful and disappointing experience at this Kaiser facility this morning. If you want compassionate and respectful care, do not come here and see nurse Lindsey. She truly does not belong in healthcare. We had an IUI scheduled for 8 a.m. today. It took us 40 minutes to get here for each of our last three appointments. When we left home at 7 a.m. today, GPS showed a travel time of 1 hour and 30 minutes. Two-thirds of the way there, I called at 8 a.m. to let them know. When Lindsey answered, she said we could no longer have the IUI. I explained our situation three times—that the travel time had increased unexpectedly—and each time she interrupted me and would not let me finish. When I finally managed to explain that we would arrive at 8:40 a.m., she did not listen or understand. She did not care and did not want to hear what I had to say. My wife and I had worked tirelessly for weeks to prepare for the IUI, only to hear her cold and careless refusal. My wife began crying in the car, and I had to plead with another nurse to let us proceed. We were eventually able to have the IUI, but I will never again trust or respect this Kaiser facility. After the insemination, I tried to explain my disappointing experience to another nurse, Cynthia. I thought she would listen and accept the feedback, but her first response was, 'This all happened because you were late.' She then lectured me about the importance of punctuality in every aspect of life while interrupting me when I tried to speak. All I wanted to do today was provide feedback, but they seemed to believe they were perfect and did not need it. I am also a healthcare professional, and I would never speak to patients the way they spoke to me! It is heartbreaking to learn that people in this department lack compassion and do not go the extra mile for patients. At my clinic, I do everything possible to ensure patients receive timely care. I do not mind waiting 1-2 hours or working late at night or on weekends. I treat patients like family. What happened to compassionate care and going above and beyond? I truly do not think they understand what patients are going through or how they feel when they come to the clinic. Worse, they do not seem willing to find out. I am writing this in the hope that no other patient has to endure what we did today: my wife crying first thing in the morning, added stress, anger, and the feeling that they did not care about us. Again, I stand by my view that Lindsey does not belong in healthcare. I do not want anyone without compassion or a willingness to go above and beyond treating us. Previously, I called and spoke with a nurse, possibly Lindsey, who was irritable, impatient, and always rushed me off the phone. I am new to all of this. Am I not allowed to ask questions?

I love how easy and convenient it is!

The woman at reception was very helpful. I also spoke with another woman who did an excellent job guiding my wife and me in the right direction for infertility treatment. We cannot wait to begin the full process.