Providence Speech and Hearing Center — Local services in Orange

Absolutely appalled by the front desk workers. Monica specifically who was very unprofessional, rude and bluntly lied about codes that were already submitted approved along with drs order. I don’t know why she will not schedule my son but every time I call it’s a different excuse why he can’t be scheduled when everything they have asked for has been done. This is not the first time I have had an issue with scheduling my child, we see many specialists at CHOC and this department is the only one we have issues with. When asked to be transferred to the supervisor I had to listen to Monica type her “notes”, keep in mind I had already been on hold for about an hour prior. When I asked her to be transferred again to supervisor ( my time was running out and I just wanted to leave vm) she proceeded to tell me I didn’t need to be rude while she finished her notes, as she strung me along to only place me on hold instead of transferring me for an additional 10 mins. I ended up being hung up on.

Monica immediately denied an appointment, lied about missing codes and RX after just reading notes from the previous conversation that day. Instead of checking to see if everything that was requested updated from Tricare and the pediatrician office, she chose to cut me off and not listen to what I was saying to her while I even had Tricare on the phone ready to tell them all the codes were submitted and approved. She intentionally went out of her way to not schedule for my son and then proceeded to gaslight me to make me think all boxes where not checked when they were, I spent 4 hours prior with the pediatrician office and Tricare confirming approvals, faxes and times.

I called back to give Monica a chance to schedule and resolve the issue, she said she couldn’t and she actually JUST spoke to her supervisor about the situation and she is expecting me to call so she can handle me.

I asked to be transferred to her line again and she told me no she’s in a meeting at the moment. The whole situation has been vile and at this point I’m beginning to think this person has something against military insurance. Because I can’t see any valid reason why a child can’t get an appointment scheduled after multiple attempts from the pediatrician and patient.

Still waiting on that call from the “supervisor”, clients are not their priority and it’s a shame to say after 5 years with CHOC, this department has by far been the most difficult every interaction we’ve had with them.

To clarify, we have previously been referred to this department and got the same treatment with comments about our military insurance and refusal to schedule. It’s honestly a shame that one department can ruin the whole experience at CHOC for a family with a child who has...

My family was used for the fundraiser event in Anaheim. My daughter was bilaterally implanted and then activated Jan 2020. Dr. Guzzo was her Audiologist and initially seemed fine. After we brought up the fact that after several months, she was not responding at all to any sound, she assured us it was due to our shortcomings and not hers since "she's got extensive training in watching for signs that our daughter is hearing" during her time in the booth. We requested several times to adjust the mapping to which she replied that "she would not make adjustments just to make us feel better". I told her that when we are in the booth my daughter isn't turning to the corner due to sound, but due to the large bright screen that "assists" the child. She said she was passing her tests great and we just needed to work with her more. I insisted we turn off the monitors and try again. Once we did, she failed COMPLETELY.

This is NOT the type of attitude a doctor should have and NOT the type of facility that you should visit. After working with a new audiologist and speaking to a large community of implanted kids/parents, I truly feel that those kids that take to hearing quickly, do so heavily on their own. Providence parades those cases as though it is a result of their efforts and attempts to pass those of us who have more difficult cases, where it almost seems our kids prefer to be deaf, off as lazy or neglectful. We spent 9 months with Providence and had NO positive signs, so we started with another who remapped our daughters devices with which we instantly saw a change, literally day ONE. I can't describe here how happy yet angry that day made me feel.

If you watch our video interview online, which played during the fundraiser, we were 5 months in and still naive but beginning to have our doubts as to what was a result of their skill and what was the natural progression with the implant. We are very happy we left and are now working with our new audiologist instead. Hopefully your journey will not be as difficult, but if so, that you find someone who is observant and patient, or who has children so they understand the value in being receptive to the parents'...

To Whom It May Concern,

I am writing to express concern about a recent experience my son, Hunter, and I had during his appointment on July 14, 2025, at your facility as part of his craniofacial care through the CHOC Clinic.

Hunter is eight years old, was born at 24 weeks, and has a complex medical history that includes a heightened sensitivity to sound. During his hearing test, the staff member conducting the exam was pushy and dismissive, which made him feel uneasy. At one point, she placed a microphone in his right ear and spoke to him while the volume was turned up. I was sitting next to him and heard it myself, it was surprisingly loud and clearly startled him. Although he managed to finish the last minute of the test, the experience left him in tears.

When I addressed the issue, the staff member brushed it off and did not acknowledge the distress it caused. Hunter was so upset that he couldn’t participate in his speech therapy session afterward, and we had to leave early.

Hunter specifically asked me to share this message:

“Please don’t do the hearing test like that again. It really hurt my ears, and I got so upset that I was screaming during the speech doctor part. It made me feel scared.”

As his mother, it’s painful to see my son go through a medical experience that causes fear and distress, especially when regular hearing tests are essential to his care. I respectfully ask that your team review this incident and consider steps to improve care for children with sensory sensitivities, whether through additional training, modified protocols, or more thoughtful...