CPMC Pacific Campus Hospital

Worst customer service experience ever. Elaine was the rudest nurse I have ever dealt with in my entire life — BEWARE. Tried calling customer service, the head nurse, etc and not even one call back or acknowledgment of her horrible, rude and embarrassing excuse of lacking professionalism. GO ANYWHERE ELSE, IF ELAINE IS YOUR NURSE REQUEST SOMEONE ELSE.

I was referred to CPMC Pacific for a complicated abdominal surgery. I went to the facility once for pre-​surgery examination and testing and then spent 4 days in the hospital following the surgery. The surgeon and anesthesiologist were world class, but what really impressed me was the staff. The nurses and attendants were incredibly attentive and nice. They went out of their way to make me feel at ease. Their kind, compassionate and caring attitudes made a stressful and difficult situation much easier to handle. Thank you CPMC staff… you are the best.

i see my rheumotologist here periodically. today i needed labs and xrays, both of which were completed on-​site in less than 45min total. every person I came into contact with was friendly and quick. i was impressed.

Every employee I encountered here was sympathetic and professional. The ER was crowded, which clearly can’t be helped, but they were obviously doing the best they could and were able to accommodate me more quickly than they had initially said. Also got lots of toasty warm blankets without having to ask for any.

Nothing worse than showing up, worried about your husband’s surgery, only to be held up by a slow moving old lady at the info desk who only announces you vaguely as family here to visit, so you don’t know if the surgeon even knows you are waiting.
The 5-​star characters here:
1. the man at the doctors’ bldg (clay) who told me I could get a free parking voucher at the hosp. bldg. (I didnt even think to ask, & I’ve WORKED at a hospital! u get tunnel vision when it’s personal)
2. the surgeon & his staff, who called me w updates so i could let him know i was there to help
3. the guy at the hosp cashier’s office, who was so sweet
my upset at the old lady at the info desk zapped this 5 star review down. would have been 1 star if I’d only seen her.

My young adult child was taken there by ambulance for a concussion. Everyone there couldn’t have been nicer. Thomas, the person who worked the front office, was very helpful as I had a very long drive before arriving at the hospital. He walked me through the paperwork, took me to see my daughter, and was very upbeat and encouraging (helping settle our nerves). The nurses were attentive and caring even though they were incredibly busy. Overall, the care was excellent, and we are very appreciative. Thank you!

My aunt is staying here, and has been for a few days, and all I can hear from her is how nice the staff is. She RARELY EVER GOES OUT. EVER. PERIOD.
So for her to end up here, weak, vulnerable, and scared… to getting better and liking the people around her?! That is really really saying something.
She had a stroke, not a life threatening one (I don’t know if there’s minor/​major ones!?)…but still a stroke, so she has to keep flexing and moving her fingers/​toes, etc. She says everyone was really encouraging, and a nice lady even made her get up and they took a walk. She was always being held tight in case she fell. And she genuinely was surprised at how caring they were.
I mean if you work as a nurse or doctor or anyone in the medical field and you have to deal with patients, I would hope you enjoy your work and love what you do. It shows here for my aunt, and for that I am glad.
THANK YOU FOR TAKING GOOD CARE OF MY AUNT!
They have room service menu for food too. Food that actually sounded good. COOL

This review is for Emily Kaplan, the physical therapist in the Acute Unit at CPMC
It was a pleasure working with such a smart professional like Emily. She suggested a lot of really helpful exercises. Highly recommended.

This review is for Stephen Kavanaugh, RN at CPMC.
Stephen has been more than wonderful. My father was is very sick and is currently staying at CPMC and Stephen is one of the attending RN’s helping him each day. Stephen is patient, kind and caring. He listens to my father and takes my advice when my father does not understand (he does not speak english well). Stephen has been great at keeping me and my sister updated on my Father’s daily status and I feel that without such a good person my father would be worse. I want CPMC to know how very thankful I am for all they are doing and for having such great qualified staff. Stephen, keep up the good work, you are saving lives!

After over ten days in the hospital with a serious infection, my dad (over 90) could no longer walk.
We were worried that he would be sent to a rehab center that was too far for my mom to get to by public transportation. I communicated my concerns to the doctors and physical therapist and said we wanted to bring him to my home. Well, they were nervous about training me to do the IV and my work schedule.
The case managers here managed to get him into a skilled nursing unit that is a block away from their condo. The best news I have heard in months. He has been there for 3 days now and is improving slowly.
Thank you CPMC!

We came to the ER on a very early morning on Sunday. My BF was attended right away. (We actually came to the Pediatric Emergency by mistake but they took care of him there. Then they guided us to come here for immediate care. They had the papers ready for the doc so it made it easy for us — there was a doctor available who can see him right away) We waited for about 20 minutes and the nurse got to us. Then the doc came. He decided to let him stay overnight for further monitoring. The overnight became 5 days — 5 days of care. I can’t say enough good words with the doctors and nurses (some) here. They’re all very caring and know what they’re doing. (There was 1 nurse who really didn’t give a sh*t and she didn’t seem to know what’s he was doing. She was mumbling whenever I ask her a question) Overall, the majority of the staff are on top of things. The docs are checking in day to day with updates and progress. The nurses are there to pay attention to our every need. They’re funny too. The parking situation is also not bad. Weekdays is valet. If you do park in the garage, make sure to ask for a validation ticket. ($ 12/​day) Thanks to all the doctors and nurses here!

Waited over an hour for a serious facial gash with no one else waiting in the ER. After asking the front desk what was going on, we got to see a doctor who did 6 stitches (and did a great job). Too bad the work ethic of the physician and nurse who helped us isn’t shared with those processing patients.
If you enjoy going to the DMV, Post Office, etc., you’ll be very happy.

I have been here for 2 hours.
Waited for an apirin — 40 min.
Waited for social worker — never came.
Waited for wheel chair to be discharged — 50 min.
Snotty nurse Tonya should fine another occupation.
All they said was…“It’s out of my hands” ???
Got to lobby and found 5 empty wheel chairs in lobby entrance. What a joke.

I applied for financial assistance (Charity Care) and was denied assistance because they determined my family size is 2 instead of 3 (based on my 2014 tax return). I’m divorced and my ex-​husband claims 1 child and I claim 1 child though both children live with me. I am definitely a family of 3 which would make me eligible for financial assistance.
This system of determination is punitive to divorced, single mothers since it is a standard marriage settlement agreement for parents to be assigned a child each for tax purposes. It has nothing to do with the real world because both of my children live with me.

CPMC waited 13 days to sign my sisters death certificate, delaying her cremation and prolonging our pain on not being able to put her to rest. I would sue if I could. This is horrific.

Review is for the ER.
Docking 1 star for the ridiculously long wait (almost 2 hours. Not fun when the patient is a 5 year old). I was pretty anooyed by the time we went in.
However, nurse TJ made the wait worth it. He was so good with both my sons and did everything he could to make my youngest happy and comfortable. He was chatty and playful and my 5yr old even forgot he’d been crying and was laughing and relaxed.
TJ, thank you for being so awesome! You clearly love what you do and you’re so good at it!

I have no idea on the quality of medical care here, I’m sure it’s fine. However, their process for getting patients admitted is reprehensible. I’ve been here with someone who has already seen their physician and has been diagnosed with pneumonia and recommended hospital care and called the hospital after the exam. We have now been here for FOUR hours and there is no sign of hope. I guess it was ominous that they have a sign above the door saying «abandon all hope ye who enter here.» I thought it was a joke but it was not. One other patient has gotten physically sick at least two times since she’s been here and nothing has been done. There are at least 30 people in this waiting room and no one has moved. I think they’re hoping to get additional patients by getting the healthy ones sick from the germs percolating in here. Other fun items are the people who are eating in this Petri dish, the people making hostile phone calls and the Zenith tv stuck on CNN. I’ve heard the sad story about Mario Cuomo’s passing the same number of times as Ferris Buehler was absent and Zenith stopped making tvs in 1999.
The topper is what they have done to their clock, which is covering it with a piece of paper like the people in the waiting room are too stupid to know how long it’s been. This is shameful and pathetic. If you’re unfortunate enough to need hospital care, stay away!!!

The doctors and nurses here are the most pleasant, caring, and thorough I have ever come across. I’ve been seen twice here in the ER. On one visit I stayed overnight for observation, and the other I was here for a few hours. On both visits my experience was fantastic.
Registering went quickly, the triage nurses were gentle, sweet, and seemed genuinely concerned for my well-​being. The waiting area and rooms were very clean, too, which is what you would expect from a hospital, but not always what you get. The doctors didn’t rush in and out, but took their time to listen to, and address all of my concerns.
I don’t live near here, but I’m glad I was close to this facility when I fell ill, because I don’t believe I would have gotten care like this anywhere else. I have also gotten connected with some pretty amazing physicians outside of this hospital since coming here, which has been great for my recovery.

A couple weeks ago I ended up passing out in the middle of the night due to dehydration (didn’t know that until after my visit. The sun can be dangerous kids! Drink plenty of fluids!) I called my primary doc because I knew they had a ²⁴⁄₇ nurse on staff. I explained my symptoms, splitting head ache and nausea. I didn’t know if I hit my head or not, i just knew I woke up on the kitchen floor and my head hurt. So the nurse advised me to go to the ER or an open urgent care. Since I had never needed to go to one in SF, I didn’t know where to go. So my roommate too my to CPMC.
I get into the ER, I do the whole registration thing: name, insurance, complaint, etc. I tell the registration contact that I think I hit my head, I couldn’t tell if my eyes were dilated or not, I was in a lot of pain, I wanted to sleep very badly, and I was sick to my stomach. Naturally, I was told a nurse would see me soon.
OVER an hour later, I was finally looked at.
I’m sorry, but if I had a head wound and no one looked at me for over an hour, I could have had a serious problem.
(Luckily for them, and me, I didn’t hit my head very hard and my brain was fine.)
However, my nurse was incredibly sweet and I really enjoyed talking to her when she checked on me. I understood she was tired (5am) after dealing with the train of drug addicts that have been in looking for pain meds. The typical joys of the ER in SF.

NEVER AGAIN. I don’t care if I’m bleeding out of my eyes.
I have never received just careless treatment or dealt with such a cruelly bureaucratic administration, and I worked in corporate finance. SF General is better organized and provides superior care.
I was referred to a pulmonologist at CPMC by my general practitioner during my second bout of pleurisy in as many months. Pleurisy is treatable with anti-​inflammatories, but it’s important to rule out a pulmonary embolism, and that’s why I was there. I explained to her that while I am insured, I have a very high deductible, so please to just make sure I wasn’t going to die. She told me not to worry about her time and she would go easy on the tests. She sent me off to be tested and told me that she would call in prescriptions for steroids, pain killers, and a broad spectrum anti-​biotic in case I had pneumonia that wasn’t showing up on chest x-​rays.
She sent me to her receptionist to get directions to radiology for «tests», and I stood there for nearly twenty minutes while she chatted on the phone about her child. Woof.
Not only did the pulmonologist neglect to call in the promised prescriptions, she didn’t note anywhere on my chart that that was her plan or she was waiving her fee. She didn’t contact the departments that were testing me, and I ended up in the hospital for several hours while multiple departments tried to figure out which tests to run.
When I finally made it into radiology, they told me I was getting a pulmonary ventilation/​perfusion scan. This test involves lying on your back (horribly painful with pleurisy), and taking deep breaths (horribly painful and nearly impossible with pleurisy). The first tech tried to start an IV three times and was so nervous his hands were shaking, so he called in his coworker to stick me, and she treated me to a long story about her miscarriage. WTF?
The first fellow came back, and didn’t know what pleurisy was or that I am asthmatic, so was really surprised when I couldn’t get enough air and was in so much pain, I threw up and passed out. Then they sent me home.
I spent the next two weeks trying to get test results or medication, and was told the specialist I’d seen was out of town. I eventually got steroids, and a call from one of her colleagues who wanted to test me for gallstones. She said she was sure that was the problem and they would locate them and schedule me for surgery the next week. So off to my ultrasound appointment I went. This was the first, and only good experience I had with CPMC. The ultrasound tech was friendly and caring, and told me while she couldn’t give me definitive results, she didn’t see any gallstones on my ultrasound.
That was the last information I got from CPMC. no one called to follow up, no one called to give me test results, no one would return my calls. I had to go back to my general practitioner who requested my records, and confirm that there was no embolism and no gallstones. RAGE.
_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​
A month or so later, the bills began to arrive. $ 300 to see the specialist, $ 1000 for testing I’d been very clear I couldn’t afford and would deny if financial arrangements couldn’t be made. Another $ 100 of god only knows what.
I tried to get in touch with them to ask about financial assistance and ask about the specialist’s bill that I thought was being waived, and twelve phone calls and five emails later, someone finally called me back.
She couldn’t see my medical records and told me that if I had issues with my bill, I needed to contact the facility where I’d been seen. I told her that I’d tried with no success, and asked if she had another number I could try. She said that she didn’t have access to San Francisco facility phone numbers. I won’t bore you with the rest, but after several more attempts to take care of my bill, I haven’t been able to get help.
_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​
After my substandard treatment, I feel completely taken advantage of, and will not be going back.