Axis Community Health - Medical Clinic - Pleasanton, California

M A. A.

Subject: Formal Complaint Regarding Repeated Appointment Issues

Dear Axis Community Health,
I am writing to express my dissatisfaction with the repeated issues I have encountered at your Las Positas location. This is not the first time I have experienced problems with scheduled appointments, and I feel compelled to formally address this matter.
On two separate occasions, I had appointments scheduled with your doctors, but when I arrived, I was told no one could assist me. Most recently, Dr. Parveen Kaur scheduled a lab appointment for me, and I came on time as instructed. However, I was informed that she had not provided the necessary information to the lab. The receptionist then told me I would need to schedule another in-person appointment with the doctor.
This level of disorganization and lack of communication is unacceptable. As someone who works, I cannot afford to repeatedly take time off and come to your facility for tests or appointments that should have been handled properly the first time.
Your staff and doctors’ services are weak and unreliable. Due to these repeated issues, I am left with no choice but to change my provider and hospital. I hope you will address these systemic problems promptly so that other patients do not face the same frustrations I have endured.

Pm S.

I had a great experience with Dr Gandhi, she is very knowledgeable and genuinely cares for her patients. I had a stroke recently in April , she was very prompt and thorough in getting me comprehensive checkup. Me and my wife both are her patients and we are really happy with her service, we would recommend her to anyone.

A J.

As a former patient of Dr. Jennifer Penney, I found her approach deeply unsettling. Her interactions were cold and impersonal, lacking the empathy one hopes for from a healthcare professional. Her focus on efficiency and logic made me feel more like a case number than a person in need of support.

Additionally, Dr. Penney struggled to communicate effectively with people of color. Her lack of cultural sensitivity often left me feeling misunderstood and alienated. Overall, her emotional detachment and inadequate understanding of diverse perspectives made my experience with her particularly frustrating and isolating. Would never go back to her ever again.

koala B.

terrible care under swetcha. She accused me of lying because I told her that I didn't benefit from therapy. Kept chanting therapy and psychology. I told I did and she kept chanting the same thing. She asked me if I felt depression and /or anxiety, so of course I answered yes to anxiety sometimes. THat's why she did that. Many don't benefit from therapy and some get worst says research which she should be aware of!

Don't appreciate her sharp tone. I never feel comfortable with her. I tried switching, but the one on the phone said you gotta come in office. I did and the receptionist said you gotta do it on the phone. She didn't want me to switch. I could tell from her tone.
Oh and she misdiagnosed me twice. I went to my old allergist. I figured it was an atypical sinus infection both times and he confirmed it twice. gave me antibiotics. I tried explain how he diagnosed me to her and she dismissed it with quick nods. Told me that I have a history of sinus infections even though at that point, I wasn't even aware of something like that! Her first diagnosis was "allergies" which made little sense because I suddenly got bad allergies indoors and outdoors in august? and I told about light yellow mucus.!!!! I ended up feeling like I was drained/miserable, so went to allergist. THe second time....she said I had a bad cold even though I said I felt worst after the 7th day. GENERAL GUIDELINE is that's a sinus infection....and if u have cold like symptoms for 10 days.

She thinks I'm an idiot. I asked if a certain blood test didn't show immunity to a certain disease. immunity from vaccine. I was holding the papers she handed to me and had already read it. She kept telling me that I have immunity to another disease. It was right in front of me. I asked again and she said yes.

Swetcha confronted me to see if I want her again w/ an MA in teh room years later. WHy I was hoping that someone else would give me a pre-employment health eval. She said she "doesn't know if i'm healthy" and needed to re-establish care. another NP at urgent care gave me the pre-employment health eval and didn't "establish care".

Swetcha wouldn't answer my question of why she wanted me to get birth control pills from an ob-gyn. She got nervous and left.

Dr Najib said that she has to work under a dr and that I can report her. Dr Lin (my ex-neurologist) is certain that I don't need therapy and I was the one who diagnosed my own nonconvulsive epilepsy before I made an apt w/him and he medicated me.

dong Z.

Subject: Complaint Regarding Unprofessional Front Desk Behavior on 10/08 at 8:45 AM

Dear Axis Health Management Team,

I am writing to formally file a complaint regarding an unpleasant experience I had at Pleasanton clinic on the morning of October 8th, 8:45 AM. My mother had a scheduled follow-up appointment, and while en route, we encountered significant traffic, causing us to arrive late.

Upon arrival, I accompanied my mother to the nearest front desk, where we were assisted by a slim, young woman with long hair. I informed her of our appointment time at 8:45 AM, and my mother handed me her ID. The receptionist mumbled something, which I couldn’t quite hear. I apologized and leaned closer to the counter, asking her to repeat herself. At this point, she glared at me with a stern expression and rudely asked, “Do you not have a birthdate?”

I was taken aback by this response, unable to believe what I had just heard. After a brief pause, I answered my mother’s birthdate. She directed us to wait in the room on the right side. I was extremely tempted to ask her if she was having a bad morning to justify her mean attitude towards us, but I refrained to avoid delaying my mother’s appointment further.

I later noticed that she was not wearing a name badge, so I discreetly took a photo of her. After the appointment, I shared my negative experience with the doctor’s assistant, who kindly said she would escalate the matter to the manager. However, I did not get the chance to speak with the manager myself.

My parents have been patients at Axis Health for over ten years, and I have never encountered such an unprofessional and disrespectful front desk staff member. As the first point of contact, a receptionist should create a positive and welcoming environment. Unfortunately, this staff member’s attitude negatively affected the rest of my day.

I sincerely hope that Axis Health takes this issue seriously and looks into improving the quality of customer service provided at the front desk.

Thank you for your time and attention.

Ghazaleh H. M. K.

I have been a patient of Dr. Sadaf Zafar for over five years, and I would like to share my experience. She is an incredibly patient, knowledgeable, and respectful doctor who truly cares for her patients. All the treatments I have received from her have been excellent, and she pays close attention to her patients’ symptoms and provides the best care. Additionally, she follows up thoroughly and compassionately on her patients’ health, which is truly admirable.

I am very grateful for her dedication and care. If you are looking for a professional, ethical, and compassionate doctor, I wholeheartedly recommend Dr. Sadaf Zafar.

Anuj K.

Very poorly administered medical facility, we have had multiple issues with this office while getting treatment for my mom:

1. They spelled her name wrong in the medical record and ordered labs, we spend 4 hours at Quest diagnostic with my old mom while on the phone with Axis Medical representatives and they kept on telling that the order is sent to Quest. After 24 hours they figure out that the name was spelled wrong and we had to go again.
2. We required a pre-op clearance from the doctor office. They scheduled a phone appointment for the clearance to tell us that we will have to come in for a in-person appointment and get an ECG done, I guess someone smart would setup the in person appointment in the first place.
3. In the pre-op appointment, it turns out that we need a clearance from the cardiologist, since we are already very close to our surgery date in 10 days, the doctor was going to send an urgent referral to the cardiologist, the referral did not reach the cardiology department for 3 days, upon calling everyday we were repeatedly told that the referral was already send. Only after arguing with them on the 3rd day on the phone they agreed to send the fax again and it was immediately available at the cardiology office.
4. The referral was not urgent but luckily the cardiology team was able to give us an early appointment.
5. We went to the cardiology department, the nurse said that she has called the office twice requesting for the ECG but Axis did not sent it to them so they will have to do an ECG again.
6. While we were at the office for the appointment we updated our pharmacy, it was incorrect on the After Visit Summary so I asked the nurse to correct it again, she still sent all the prescriptions to the wrong pharmacy, I checked it online today and they had not updated the pharmacy.

I am not sure how can a medical office be so careless, hope to get some response from them because messages sent on their portal don't get any responses.

Blonde G.

Nurse practitioner Kera needs retraining on consent, bedside manner and someone should be overseeing her patients for safety reasons. She ignored very obvious test(two tests over the course of a month)results that showed I had an infection instead of ordering more conclusive testing. She did nothing until the ER tested me and I had a rare bacterial infection that could have killed me had it continued to go untreated. She is extremely negligent to put it kindly. This place is fairly disorganized but this is the last straw. Why become a NP or work in the medical field when you don't care about patients?