Khuu Dermatology - Mountain View Office Claim business

Deep Dive: Detailed Analysis of Customer Reviews

We’ve gathered and analyzed reviews from real customers across the web to give you an in-depth look at their experiences with Khuu Dermatology - Mountain View Office. Here’s what people are saying about their service quality, professionalism, and reliability:

Overall Experience & Satisfaction

Patients’ experiences vary widely. Some appreciate the caring and attentive nature of the doctor and his staff, with a few noting prompt follow-up and effective treatments even during last-minute appointments. However, several reviewers have expressed significant dissatisfaction primarily due to issues with billing, delays, and a lack of clear communication which overshadowed an otherwise competent clinical service.

Service Quality & Expertise

There is a strong sentiment that Dr. Khuu possesses solid medical expertise and offers effective treatment, particularly evident in cases where patients received detailed examinations and quick relief from painful conditions. Nonetheless, concerns were raised by some who felt rushed during consultations, experienced questionable upselling of expensive treatments, or received overly aggressive recommendations that appeared more financially driven than medically necessary.

Customer Service & Communication

Many reviews highlighted poor communication as a major drawback. Several patients struggled to get in touch with the office, with repeated phone tag, unreturned calls, and last-minute appointment changes creating frustration. While some patients encountered courteous and efficient front-desk staff, others reported a lack of proper notification and unhelpful responses during critical periods.

Value for Money & Pricing Transparency

Comments on pricing were notably mixed. Positive reviewers who were familiar with their insurance plans appreciated the absence of unwarranted charges. In contrast, many patients encountered unclear billing practices, unexpected fees, and charges that were not properly disclosed at the time of service, leading to perceptions that the practice prioritizes profit over patient care.

Timeliness & Efficiency

Timeliness remains a significant concern for several patients. While there are instances where appointments were accommodated quickly and visits completed in a reasonable timeframe, a number of accounts described extensive wait times—sometimes over an hour—and rescheduled or delayed virtual appointments that contributed to the overall negative experience.

Professionalism & Trustworthiness

The professionalism of the clinic is a recurring theme with pronounced contrasts. On one hand, some patients commend Dr. Khuu for his straightforward and sensitive handling of their conditions, bolstering trust in his medical judgment. On the other hand, numerous reviews criticize the behavior of the office staff and certain aspects of the doctor’s approach, alleging rudeness, lack of empathy, and a heavy focus on extracting payment rather than patient care.

Facility, Environment & Ambience

Feedback on the facility paints a mixed picture. A few reviews mention that the clinical environment is friendly, especially for younger patients, and comparable to a well-maintained office. However, other patients likened the setting to a beauty salon with cosmetic overtones, noting a lack of certain amenities such as a water station and a generally uninviting waiting area.

Accessibility & Convenience

Several patients encountered hurdles in reaching the office or completing transactions. Complaints centered on the outdated billing system which relies on phone calls and voicemails rather than modern online payment solutions, creating unnecessary inconvenience. This issue not only delayed financial resolutions but also added to overall frustration.

Problem Resolution & Follow-up

The effectiveness of problem resolution is inconsistent. Some patients received timely follow-up calls regarding test results and prescription updates, demonstrating the office’s potential for comprehensive care. Conversely, others reported unresolved billing disputes and a lack of adequate follow-up support, which left them feeling neglected and skeptical of the practice’s commitment to resolving issues.

Unique Strengths & Areas for Improvement

Unique strengths of the practice include the recognized clinical competence and compassionate approach of Dr. Khuu, especially in urgent care cases as well as in caring for young patients. Improvement opportunities lie in updating communication channels, implementing online bill pay, ensuring transparency in pricing and billing practices, and improving the overall responsiveness and courtesy of the front desk staff. Addressing these concerns could streamline patient experience and solidify trust in the service provided.