Kaiser Permanente Fontana Medical Center — Local services in Fontana

I'm not one to complain often, but this past Thursday I went to gastroenterology for a procedure and I had been fasting from midnight to 1:30pm for this particular procedure. In the gastroenterology waiting room you can see what used to be a check in desk, but now it's blocked off and the top part isn't sealed I don't know if it's now a staff lunch lounge, but I find it highly rude and UNPROFESSIONAL that kaiser allows it's staff or receptionists to have a microwave in that area while patients are fasting for there appointments for gastroenterology. I could smell popcorn and had been fasting for 9 hours I found it highly irritating and also i don't mind the staff talking and stuff but they also laugh and talk very loudly like waiting room doesn't exist which is also rude. I'm more upset with the fact that kaiser thought it was a good idea to put a staff lounge in that area where patients like me are fasting. I find it highly disrespectful and to me that tells me that kaiser doesn't care . I wouldn't care much if the top part was sealed off which is not hard to do because at least i myself and other patients wouldn't have to sit there Smelling someone's popcorn cooking. There should not be a lounge or let alone a microwave near that waiting area. I highly doubt kaiser permanente is going to fix this anytime soon because they love to take there sweet time doing things happens when a company gets to big for it's britches. Other than that the doctors and nurses I give a five star. Kaiser thinking it was a great idea to have a old check in desk sealed and converted into what i am assuming is now a staff lounge where patients have to sit while fasting if I could I would give a big fat no Star. Hopefully this gets fixed soon. In no way blame the employees because let's face it they are being employees. I blame kaiser for it but guess who is gonna get the heat unfortunately the staff.

I'm just gonna continue to leave updates. Anyway the ER is a complete joke as well. They sent my mother in law home with a deep cough and unfortunately she is gonna have to go back as it's just getting worse. and of course wheb waiting at home for updates that they say they will call you back and they don't and when we do call back it's a 20+ minute wait on the. My mother in law also said the staff is very unprofessional in the ER.

I don't want a reply said on email me at affairs or member services and then nothing gets done.

6/20/23 Yeah try to schedule an hsg. Got told to call when my period starts. I do exactly that. Jist to find out I wasted my time because they can't even schedule it since the appointment would be to far out. And to call back next cycle to schedule.

7/14/23 Well called infertility again to schedule an HSG and was told to call back to schedule for an HSG next month! Supposedly the doctors have been on "vacation" these past couple months. I call BS on that one because they were scheduling appointments last month. How am I supposed to schedule an appointment for an HSG if Nothing is available? Of course the lady on the phone didn't even answer that question 😒 they don't even give you hope they just say oh call again next month. Seriously WTF!?

9/19/24 Husband went in to the ER as recommended by our pcp for possible bone infection in hip and foot. So he was, going to need blood work and MRI. Husband gets their and he is tired of wasting his breath. He tried telling the lady at the check in window what our pcp said that would need to be and of course she wasn't listening. They obviously don't check the charts either because it also says, on my husbands test results MRI recommend. We are tired of this ER playing God and thinking they know, it all. I mean seriously my husband is in need of surgery and we need to know if he has a, bone, infection or not. Other wise it delays everything. Kaiser needs to get their...

Long but worth reading: It has taken me 3 months to the to write this review. The labor and delivery section of this hospital is terrible based on my experience. I was not even supposed to be at this hospital but was transferred there due to lack of space at the Ontario hospital. I was induced and the process was poor right from the start. We were told mixed information when it came time to do the epidural. The anesthesiologist was telling us one thing so we decided not to proceed so early, but then the doctor came in and gave us opposing information and highly encouraged us to proceed early. This was my first child so, we had no knowledge of what was right and relied on their expertise. Time progressed and I began to feel immense pain, the epidural really wasn’t blocking any of the contraction pain. I wasn’t under the misconception that child birth wasn’t painful, I knew it was however I expected to have more of a block. My body was telling me it was time to push and I stayed in those intense contractions for an hour and a half before I couldn’t take it anymore. They directly pumped me with more medication that did nothing. My husband had to go out and ask for someone to come in. The nurse we had gave horrible attitude and did not want to come in my room to assist me(according to my husband). When she finally came, I began pushing. Progress happened and my daughter started to crown. This was when I was told by the nurse to STOP pushing because there was not doctor in the room, she had to go get the doctor. Prior to this, the midwife that was supposed to be in the room, came in, took one look at me and said I’ve got another delivery and left. Then had the gal to come in after she was born to tell me “congratulations”. Ultimately I delivered my daughter 30 minutes after beginning to push. I firmly believe this hospital would have left me in that state for 3-4 hours if my husband hadn’t gone and made a fuss. Moving onto postpartum, I breastfed my baby at the beginning. I was clearly not producing enough of what she needed because she would intensely cry all day and night. We were shown this stupid picture of how small her stomach was and were told “it’s just how babies are”. She was HUNGRY. We were not offered formula or any other solution to this. She would stay latched for 4-5 hours and would receive no relief. Babies lose weight after birth, up to 10%, she was at 9% 3 days after we brought her home from the hospital. The minute we supplemented with formula she stopped crying and showed signs of relief. We also felt that if we didn’t do as this hospital told, we would not be released. They made us feel like they were in complete control and we the PARENTS had no say. We only had 2 wonderful nurses out of the time that we were there and both gave us immense support for a very short period of time. Everyone else was awful and we felt like we burdened them when asking if my baby should be screaming for hours on end. I do not recommend this Kaiser, I truly hope that other mothers had a better experience than me. The experience was supposed to be beautiful and instead it was extremely traumatic. ALSO, when I went in for the lactation appointment, I had already been bottle feeding my daughter and once I walked in with that bottle all of the nurses made faces and I felt very judged. When the nurse came in to talk to me and another woman, the nurse didn’t even waste time to try and show my how to latch properly because she assumed I was strictly bottle feeding (I wasn’t) and I told her that. No time was spent with me, they didn’t even ask me to show them how she latches. Nothing! We are extremely thankful for our daughter, I just wish the hospital visit was better and I didn’t feel like I was on a conveyer belt being treated as just the...

I am writing to share an extremely concerning experience I had at your Emergency Room, which has left me deeply disappointed and worried about the level of care provided to patients—especially to children.

At 2:50 AM, I called 911 because my 3-year-old daughter had a fever of 106°F. I was transported by ambulance and arrived at your hospital at 3:30 AM. When I arrived, I was told to wait in the lobby and not to give my daughter any food or water until she was seen by a doctor.

From 3:30 AM until 9:00 AM, I waited in the lobby:

No one called my daughter’s name.

No one checked on her or asked about her condition.

No one measured her temperature, provided a urine sample container, or conducted any tests.

I was left sitting there, scared to give her water as instructed, while watching other patients who came before and after us receive care.

At 8:00 AM, I asked at the check-in window about our status. I was told, “You are late, so you will be taken to a different area.” At 9:00 AM, we were finally called into a treatment room, only to see all the same patients from the lobby being treated in that same room.

A nurse took me into another room and said she would record the conversation. I agreed without knowing why. I explained:

“I called the ambulance because my daughter’s fever reached 106°F. I gave her Tylenol 10 minutes before calling. When the paramedics arrived 20 minutes later, they checked and her fever was 103°F. She has been having fevers for three days, but this was the highest.”

Without checking her temperature, examining her, or even touching her, the nurse replied in a mocking tone:

“We don’t call ambulances for high fevers. Ambulances are only for strokes and life-threatening emergencies.”

I responded:

“But I know a fever of 106°F can be life-threatening for a 3-year-old.”

She dismissed me and said:

“No, fever doesn’t do that. You can manage this at home. You didn’t need to come by ambulance.”

After quickly pressing on my daughter’s stomach, she said:

“She’s fine. I’ll do her paperwork and you can go home. Just give her Tylenol.”

I requested a urine test because she previously had a urinary tract infection (UTI) with similar symptoms. The nurse replied:

“If you want a urine test, we will do the invasive one where we insert something into the bladder, flush it with water, and wait.”

I refused the invasive test and requested the standard urine test instead. She responded:

“We don’t trust the standard test; it could be wrong and is not accurate.”

Eventually, she reluctantly agreed to do the regular urine test. The results came back showing:

“There are white cells in the urine, and she does have a UTI. I’ll prescribe antibiotics and we’ll call you if anything else comes up.”

We were then discharged.

This experience has left me with so many questions:

Why was my 3-year-old daughter treated this way at Kaiser?

Was the lack of attention because I am not a Kaiser member?

Is it normal for a nurse to dismiss a dangerously high fever in a toddler and mock a mother’s concern?

Is it normal for staff at the check-in counter to provide inaccurate information about delays?

This was my first time at Kaiser because it was the closest hospital recommended by the ambulance. Unfortunately, this was not the experience I expected or the level of care any parent would hope for in an emergency—especially for a sick 3-year-old child.

I am requesting a detailed explanation of why this happened and whether this is considered acceptable care at Kaiser. I would also like to know what steps you will take to ensure no other parent has to endure such a terrifying and...