Optum - Descanso

Terrible front office, it has been 2 weeks I am calling the office to send my labs directly to the lab . They keep saying different things . Every time it's a different excuse one time doctor has not sign it and another time nurse did not give it to the doctor. Finally I decided to come in to physically get it. I am still waiting waiting room. If I could give zero to the office I would . Since this office changed to Optum staff don't care about patients and doctors keep changing. You can't go to the same doctor as you saw last year because they left the practice . "
Feb 26th, 2023

THIS OFFICE DOES NOT TAKE THEIR PATIENTS HEALTH OR EMERGENCIES SERIOUSLY. IF YOU NEED DEDICATED HEALTH CARE (like you deserve) AVOID THIS PRACTICE. DO NOT GO TO THIS OFFICE. I have been coming here for over a decade. Things took a horrible turn a couple years ago when they were bought by Optum. I had lost 4 doctors in the last 4 years. I am a Covid longhauler. And while millions died, I survived with a lot of health issues we are working through. The nurse in the office, Natalie is one of the most unprofessional nurses I have ever encountered. Natalie is also the manager...  which is terrifying. Our first encounter was with a higher up from blue shield on the phone helping me resolve an issue with the office. This nurse Natalie gaslit me, wouldn't let me speak, scolded and shamed me when I had NEVER met them.  Blue shields representative heard the entire conversation and was perplexed at how I was treated. So much so they assigned me a nurse advocate in case I ever dealt with the issue again. WELL... She did the same today on the phone. With over a decade of dedication to this office.... With the amount of doctors I have had to chance- this nurse, will be the reason I leave this office. When I pressed on how important it was I spoke with a doctor, any doctor at this point if they wouldn't let me speak to mine... and get my medication- she REFUSED to let me speak with my doctor and told me to go to the emergency room if I had any issues (this was when they were taking away life saving medications from me.) Again- this is a medication people often die from going cold Turkey. Wouldn't let me speak to ANY doctor, if not my doctor. And told me to just go to the emergency room. Since then I have had 3 different doctors (this is in the last 7 months.) I had settled on one I like. But there is ALWAYS a problem. They either have to reschedule you, or don't know your information or when you're coming in etc. or they lose doctors every week and have no one. (Even ask the doctors. If they are still there...) IF YOU ARE A SICK PATIENT, if you are elderly and need care... IF YOU NEED ANY MEDICAL CARE AT ALL.... find another office. THIS OFFICE DOES NOT TAKE THEIR PATIENTS HEALTH OR EMERGENCIES SERIOUSLY. IF YOU NEED DEDICATED HEALTH CARE (like you deserve) AVOID THIS PRACTICE. Stay away.
Feb 20th, 2023

I have needed an appointment for two weeks. They said they would call me back after calling me everyday to find out why I went to urgent care. Why even call if you won't follow up and get me an appointment? Anyways I ended up calling them because I am in an intense amount of pain each day and it's become hard to eat. I suspect I have ovarian cysts and one has popped. I told the nurse my symptoms and she insisted that I could only have a telehealth appointment because my symptoms resemble Covid. I told her I have been struggling for Two months with these symptoms and It can't possibly be Covid. Couldn't help me. Don't go here if you want to be treated like an individual with individual needs...
Sep 25th, 2022

I joined Descanso Primary care before Optum took them over. During the Covid Pandemic, OPTUM bought out the family practice, let go of all of their physician assistants (which was one of my doctors) and it all went to crap. For someone, who was diagnosed with anxiety at this office and not being able to get a doctor appointment for weeks/months, this was not the service I was interested in being a part of anymore. OPTUM Customer service is a 3rd party system that does not know who you are and there is no personal care, whatsoever. If you want to speak to the office you have to leave a message and hope that someone will call you back. It has taken me over 6 months to get my medical documents transferred over to my new primary doctor that I have been seeing this entire time. I would call almost every week and the doctors office told me I had to call medical records. I would call medical records and I could never get anyone on the phone. Finally I went into the office and they told me they could only print the most 2 recent years and not my entire record which was 4 years (not that I had seen them that often). Eventually they had their liaison bring me to her office and she informed me that they were then merged with a new medical company and that the medical records office probably never saved my information. The medical records liaison, while she is helping me now, questioned why I would ever need to transfer my medical records to my new doctor, which I thought, what an odd question. She then asked me if I would ever come back to their practice and I told her no, she asked why. I told her that there was nothing about their space that was personable and the fact that I had to wait months to see a doctor, was ridiculous.
Jan 22nd, 2023

Terrible service. Staff is rude make it abundantly clear they couldn't care less about patient health. They make constant errors with basic functions, like scheduling, filling medications,  issuing the wrong medicine or incorrect dosage CONSTANTLY.  I can't tell you how many times I've been unable to pick up a life saving medicine, such as a rescue inhaler, because their staff either won't respond to the pharmacist or is working with incorrect information  in their system (eg "you already picked up this medicine" "we already filled it" "there's nothing we can do" ). every single time it's THEIR logistic error and there is never an apology or any expressed concern for how these constant oversights impact their patients' health. What's even worse is that instead of fixing the issue, they tell you you have a schedule a new appointment (weeks out) and pay another cover fee JUST to get the SAME prescription that they failed to submit to the pharmacy in the first place.  This is negligent and indicates a willing disregard for patient health. Do not come here.
Oct 27th, 2022