Mongtinh M. Tran-Liu, Physician

“Minus some process frustration, I've had an overall good experience with this hospital and its staff in the many times I've been here, for either the ER or simple appointments. Obviously when something goes wrong the effects on the patient experience can snowball into something terrible really quickly, though, so I wish they had more real time admin support to be reviewing cases as they occur so the medical staff can catch issues in advance of them happening. Like when they forgot to assign post surgery pain management meds when I was inpatient and left me screaming in pain while they waited for the surgery team to respond to messages. Or an ER attending forgot to put in a time sensitive referral when doing the discharge. You'd think those would be check boxes somewhere that admin could catch.”

“I have been a social worker for 10 years and have accompanied many clients to hospital settings. This was by far the worse ER experience I have ever encountered at a hospital in San Diego County. We were told escort services would assist us, but after waiting with no help while the patient was in severe pain, we had to locate staff ourselves. A security guard named Trey was helpful, but otherwise support was minimal. Despite visible distress including labored breathing, constant repositioning, and shaking, care was delayed, and communication was limited. The check-in area offered little privacy, and personal information could be easily overheard, raising serious concerns about how patient information is protected. About 90% of the staff were rude and dismissive. My professional experience and knowledge of patient advocacy were necessary to ensure our needs were addressed. Paperwork corrections required repeated follow-up. At final discharge, staff handed over paperwork and said absolutely nothing, which felt unprofessional and impersonal. Improvements in communication, privacy, and professionalism are needed to ensure patients receive safe and respectful care.”

“The wait wasn't bad. 2 hours from entering to being discharged. Staff was respectful. I do question the differences in care for females versus males that have the exact same reasoning for coming in. Please please protect patient confidentiality by lowering your voices when u discuss patient care. This is how I know I was treated differently (to include with medications) for the same exact reason the other patient came in for. Smh”

“I had to go to the VA ER. Full disclosure- I am not an easy patient. I have taken out my IV and left the hospital more than a few times. Yesterday was no exception. I've been a medical mystery for a very long time. I'm frustrated and I want answers. Yesterday was no exception. I said alot of things, that I regret. The staff was professional, but I knew that they would glad to be rid of me. Then, too my surprise, the doctor came back and approached me with a totally different attitude. I apologized for my combative attitude. He showed me grace that I'm not sure I deserved. He had heard me. He tested me for things that I had never considered. He pointed out things that I had never considered. Unfortunately, I'm still a medical mystery. I . But I will be forever grateful for the hope that they all gave me. It was remarkable and a great reminder that I don't have to fight everyone.”