Urgent and Primary Care First Street - El Camino Health 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 Urgent and Primary Care First Street - El Camino Health. Here’s what people are saying about their service quality, professionalism, and reliability:

Overall Experience & Satisfaction

Patients report a largely positive overall experience with a welcoming, modern facility and caring physicians, though a number experienced long wait times and occasional rude interactions. Many expressed gratitude for the thorough care, while a few felt disappointed due to delays and unprofessional encounters.

Service Quality & Expertise

Multiple reviewers praised the high level of expertise and quality of care from providers such as PA Chia-Ying Lee, Dr. Joshi, Dr. Pezzani, PA Alex, and Dr. Greider. Patients appreciated detailed examinations, effective treatments, and clear patient teaching that fostered trust and understanding of their health conditions.

Customer Service & Communication

There were mixed comments regarding customer service. Several patients loved the efficiency and warmth from staff members like Yvonne and Trace, while others encountered curt, dismissive responses from certain front desk personnel. Some reviewers noted that rushed phone calls and abrupt in-person interactions affected their overall experience.

Value for Money & Pricing Transparency

While many patients felt that the modern facility and knowledgeable staff justified the cost, a few mentioned concerns such as high charges that did not match the quality of service received. There were also comments suggesting that pricing practices might be influenced by insurance considerations, leaving some feeling undervalued.

Timeliness & Efficiency

Efficiency in online appointment booking and pre-visit paperwork received positive mentions. However, several reviews highlighted significant delays in being seen by a doctor, with some patients waiting anywhere from 40 minutes to over two hours. These long wait times, especially in urgent care and for COVID testing, were a common source of frustration.

Professionalism & Trustworthiness

Many patients commended the professionalism, empathy, and thoroughness of the physicians and medical assistants. However, instances of unprofessional behavior were noted, including doctors appearing rushed or dismissive and front desk staff displaying a lack of courtesy, which affected patient confidence and trust in the service.

Facility, Environment & Ambience

The facility is consistently described as new, clean, and high-tech, with up-to-date equipment including digital weight measurement and integrated online systems. The ambience is generally pleasant and conducive to a positive patient experience, though occasional crowding—especially during high-demand periods like COVID testing—is mentioned.

Accessibility & Convenience

The availability of an online portal for scheduling and paperwork has enhanced accessibility and convenience for many patients. Conversely, some cited difficulties reaching the clinic by phone and noted that inconsistent communication, including delayed responses via the app, hindered the overall convenience of the experience.

Problem Resolution & Follow-up

Effective follow-up was acknowledged by several patients, with providers like PA Alex making multiple calls to ensure all needs were met. However, there were also accounts of unresolved issues, such as delayed lab reports and inadequate follow-up on test results, which left some patients dissatisfied.

Unique Strengths & Areas for Improvement

Unique strengths include the streamlined, digital-driven appointment process, advanced facility technology, and the compassionate care provided by many physicians and support staff. Areas for improvement center on reducing wait times, enhancing front desk customer service through better training, and addressing communication gaps—especially regarding test results and appointment scheduling—to ensure a consistently high standard of care.