Palo Alto Center Imaging

I had 4 different tests done at the imaging center. I Remember Leslie the best because she did 2 of the 4 parts of the pharmological Stress test, the first and last. Much earlier I had taken an exercise stress test but it provided no useful info. The 1st part was in making me extremely comfortable with the procedure and doing an injection. She did great. The last part was a perfusion scan 2, where I got my favorable result. It was extremely cold in there. But she gave me extra blankets and made me comfortable. The 2nd part and 3rd parts were also very well done. The perfusion scan 1 and the Nm Rx stress test. Marjorie did the 2nd part, the 1st perfusion scan, and was very friendly. Brian, I believe, expertly did the important 3rd part. All in all, a fairly comfortable overall procedure. which I plan to repeat in the future.

I got a referral to come here. They never called to schedule, so I followed up and had my doctor resend the referral. I followed up again and was told to email the referral to a particular email address. After several days I had not heard anything, so I called yet again and heard on their menu of options that you don't need to make an appointment. I waited to talk someone and confirmed that I could walk in with my referral in hand and get my xray. When I did that, I was told it doesn't matter if I have my referral if it hasn't been faxed to them. They told me whoever instructed me to email the referral was wrong and that there is no email address to receive the referral. They also blamed my primary care physician. All around a bad experience and rude treatment.

The care is good but had a bad experience with the medical records receptionist at the front desk. I had called three times in the past month from Europe to confirm that my past three mammograms would be available on CD on request. I need them for urgent secondary screening this week. I’ve moved out of the country. So, arriving in the Bay Area for just a few days, I followed the process they described on the phone and drove 90 minutes to go request and retrieve the CDs. Even called this morning, was told no problem, come in before 4 and the disk will be ready in up to an hour. Got there at three, went to the front desk, filled out the paperwork and the sleepy, not very engaged or alert rep looked at his watch and said, “That could take hours.” He shook his head to imply I couldn’t get them. He’s an older, heavyset guy from overseas. He didn’t read my request but I said clearly ‘previous mammogram.’ I explained I’d confirmed as early as that morning that the last three were available with a short wait and he repeated it would take a long time. He had my paperwork request in his hand, didn’t look at it, set it aside and started processing other paperwork. I explained to him that I’d arranged this in advance, had driven 90 minutes to get there (and flown in from Europe) and that they were urgently needed for a followup MRI as soon as I got back due to some troubling symptoms. I said I’d called three times to confirm the process and availability. He replied blandly he’d ’see what he could do.’ I asked for a supervisor, said this was serious and I didn’t want to run out of time today. He replied there were no supervisors on duty. I told him I’d check back in 10 minutes for a confirmation that the request was submitted and for a firm estimate of when the cd would be ready. He did not communicate any understanding of my situation. When I returned to the desk in 10 minutes, he said the request was in and would ‘probably’ be fulfilled today. He explained he thought I wanted three ‘tomographies’ on disk (but I’d clearly said last three mammograms repeatedly).He said I should wait, which I did, with some relief. The disks arrived 15 minutes later, handed over by a very professional clinician who seemed alert, helpful and friendly. So all’s well that ends well but this was terrible customer service in Reception and incredibly stressful, even traumatizing, in this delicate time.

Marissa at the scheduling was super helpful! I was trying to help my father reschedule a MRI test and had to call each place to see which one has an earlier availability. She went above and beyond and searched for me. I was able to get something not too far out. Thank you Marissa!

While the care is good - getting in for mammograms and breast ultrasounds is challenging. It says that the office is open until 4.30 pm - but don't try calling after 4 pm as no one picks up. Plus - if you don't see the doctor every year - you can't get imaging done - even though I am supposed to get scanned every six months. As a busy mama who works full time who is high risk - the road blocks to care are silly.